Publisher's Synopsis
Exceptional customer experiences and financial returns are interdependent, whether a lodging operation is a luxury resort and spa, or a select-service economy hotel. Successful Hotel, Lodging & Resort Management: Delivering the Guest Experience fully explores this synergistic relationship.
Successful Hotel, Lodging & Resort Management: Delivering the Guest Experience is based upon over four decades of hands-on industry experiences enjoyed by the authors. This title focuses on the application of sound customer service theory and best industry practices within the context of a hotel, lodging, and resort setting.
Successful Hotel, Lodging & Resort Management: Delivering the Guest Experience is divided into six sections:
- Hotel Industry Overview
- Building Guest and Client Relationships
- Revenue Management
- Delivering the Core Service: The Rooms Division
- Delivering Peripheral Services: Food, Beverage, Conference, and Resort Services
- Delivering a Return to Hotel Investors
Successful Hotel, Lodging & Resort Management: Delivering the Guest Experience covers all aspects of successful lodging and resort management, including:
- industry structure and relationships
- guest services
- housekeeping and laundry management
- facilities maintenance
- food and beverage operations
- meetings and conference support
- sales and marketing
- revenue management
- forecasting and assessment
- human resource management
- administrative, loss prevention, and accounting functions
- resort, spa, golf, and recreation management
- real estate investment, owners' relations, and asset management
