Managing Hospitality Experiences

August 2020
More details
  • Publisher
  • Published
    3rd August 2020
  • ISBN 9781789242034
  • Language English
  • Pages 176 pp.
  • Size 7" x 9"
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Managing hospitality experiences is a crucial part of the hospitality business and industry alike. While many textbooks cover the management of hospitality services, this text focuses specifically on experiences, while also providing a full and detailed insight into the ways in which experiences are designed and delivered.

Using examples from the gamut of hospitality, this book explores issues around people, services and spaces. It covers management issues such as marketing, human resources, operations, quality management, facilities management, project management and strategy, while considering hospitality operations within their wider geo-social and geo-environmental settings. This book includes a range of important contemporary topics, such as sustainability, resilience and ethics; supported throughout by learning objectives, case studies, review questions, links to videos and further reading suggestions.

This book:

  • Emphasizes experiences within hospitality, providing students with a focused and applicable text
  • Includes numerous international industry case studies to illustrate how hospitality organizations manage experiences; these real-life scenarios provide key teaching points.
  • Provides wider theoretical principles to develop the field of hospitality and place it within an industry context.
An invaluable read for undergraduate students of hospitality and event management, this textbook also provides an overview for postgraduate students and those studying further education courses in hospitality and related areas.

1: Introduction

PART 1: People
2: Corporate Social Responsibilities, Society and Hospitality Experiences
3: Social Responsibility and Experiential Principles for Behaviour Change in Hospitality
4: Hospitality Businesses and Social Media Marketing
5: Managing Workers in Hospitality Operations
6: Personal Resilience In The Hospitality Experience

PART 2: Service
7: Supply Chains, Logistics and the Service Experience
8: Building Hospitality Brands
9: The Service Delivery Process

PART 3: Places and Spaces
10: Developing Meta-strategies for Hospitality Experiences
11: Hospitality Design and Brand Experience
12: Quality in Hospitality Services

Alexandra Kenyon

Alexandra Kenyon is a certified member of the Market Research Society and member of the Institute of Hospitality. Through her research and enterprise activities she has a national and international reputation in the field of corporate social responsibilities by working in collaboration with renowned organizations such as Meeting Professionals International (Dallas, TX) to investigate the corporate social responsibilities policies of events organizations; Welcome to Yorkshire to ascertain the economic impact the Tour de Yorkshire has on the region; Leeds City Council to recommend change for problem and at risk gamblers in Leeds; and National Pubwatch (UK) to reduce crime and disorder in and around pubs and bars. These organizations funded research projects which enabled the generation of new, cross-cultural, and commercially appropriate methodologies with key stakeholders; in addition to providing strategy driven outputs. Her findings have been disseminated through white papers, business strategy reports, key note speaker presentations at conferences and educational work packages. Further, Alexandra has engaged in an ERASMUS funded project, COBERN (Consumer Behavior Erasmus Network) with 30 European universities to investigate alcoholic and non-alcoholic consumption patterns across Europe using new methodologies such as picture-based questioning.

Peter Robinson

Peter Robinson is Head of the Centre for Tourism and Hospitality Management at Leeds Beckett University. Prior to entering academia Peter gained experience in the public, private and voluntary sectors within tourism, hospitality and events management, including senior management roles with The National Trust and Derby University as Tourism Projects Manager overseeing a range of EU funded business support projects.

Peter has worked as a business development consultant (mainly within the leisure sector) with a number of high profile clients across the UK. Peter has gained experience developing businesses in the tourism, events, automotive, retail and IT sectors. He is currently a Trustee of the Carpet Museum in Kidderminster and Elvaston Castle and Gardens Trust.

He is a member of the Tourism Society and the Tourism Management Institute, and a fellow of the Institute for Travel and Tourism Management (and a member of the ITT Education and Training Committee). He is also a Principal Fellow of the Higher Education Academy.

James Musgrave

James Musgrave is the Head of UK Centre for Events Management at Leeds Beckett University. He has extensive experience in education and training across a number of sectors such as Events, Hospitality, International Manufacturing and Local Council. His areas of interest are in corporate social responsibility, change behavior, strategy and consumer insights. James has provided training and education across the world including in the USA, China, and India, and continues to be invited to talk on areas related to Sustainable Events Management.

supply chains; logistics; service experience; hospitality brands; hospitality design; quality management; sustainability; industry case studies; event management