The Cornell School of Hotel Administration on Hospitality : cutting edge thinking and practice

514 Pages·2011·5.26 MB·English

by  Jack B.

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The
Cornell
School of Hotel Administration
on Hospitality
www.hotelschool.cornell.edu
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The
Cornell

School of Hotel Administration
on Hospitality
Cutting Edge Thinking and Practice
Edited by
Michael C. Sturman
Jack B. Corgel
Rohit Verma
John Wiley & Sons, Inc.
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Copyright © 2011 by The Cornell University. All rights reserved.
Published by John Wiley & Sons, Inc., Hoboken, New Jersey.
Published simultaneously in Canada.
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Library of Congress Cataloging-in-Publication Data:
The Cornell School of Hotel Administration on hospitality: cutting edge thinking and practice / edited
by Michael C. Sturman, Jack B. Corgel, Rohit Verma.
p. cm.
Includes bibliographical references and index.
ISBN 978-0-470-55499-9 (cloth)
ISBN 978-1-118-01620-6 (ebk)
ISBN 978-1-118-01625-1 (ebk)
ISBN 978-1-118-01626-8 (ebk)
1. Cornell University. School of Hotel Administration. 2. Hospitality industry—Study and teaching—
New York (State)—Ithaca. 3. Hotel management—Study and teaching—New York (State) 4. Hospitality—
Study and teaching—New York (State) I. Sturman, Michael C. (Michael Craig) II. Corgel, Jack B., 1948-
III. Verma, Rohit. IV. Cornell University. School of Hotel Administration. Career Services Offi ce.
TX911.5.C585 2011
647.94071—dc22
2010043313
Printed in the United States of America
10 9 8 7 6 5 4 3 2 1
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We are extremely thankful for the support
of the Center for Hospitality Research,
and to Glenn Withiam for all the work he did
and contributions he made
to the creation of this book.
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Contents
Foreword xi
Michael D. Johnson
Chapter 1
Four Paths to Success in the Hospitality Industry 1
Michael C. Sturman, Jack B. Corgel, and Rohit Verma
Chapter 2
The Essence of Hospitality and Service 5
Giuseppe Pezzotti
Part I
Success in Your Hospitality Career
Chapter 3
Preparing for a Successful Career in the Hospitality Industry 21
Kate Walsh, Michael C. Sturman, and Bill Carroll
Chapter 4
The Listening Fast Track 37
Judi Brownell
Chapter 5
Developing and Managing Your Multinational Career 52
Jan Katz
Chapter 6
Becoming a Leader in the Hospitality Industry 65
Timothy Hinkin
vi
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Contents vii
PART II
Success Through Operations and
Service Excellence
Chapter 7
Understanding and Predicting Customer Choices 83
Rohit Verma
Chapter 8
Guiding the Guest Experience 97
HaeEun Helen Chun
Chapter 9
Harnessing the Power of Your Culture for Outstanding Service 111
Robert Ford and Michael C. Sturman
Chapter 10
A Scientifi c Approach to Managing Hospitality Operations 127
Gary M. Thompson
Chapter 11
Motivating Your Staff to Provide Outstanding Service 142
Michael C. Sturman and Robert Ford
Chapter 12
How to Build Service Quality into Your Operation 159
Alex M. Susskind
Chapter 13
Demand Management 174
Bill Carroll
Chapter 14
Revenue Management for Enhanced Profi tability:
An Introduction for Hotel Owners and Asset Managers 192
Chris Anderson and Sheryl Kimes
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viii Contents
Chapter 15
Competing Successfully with Other Hotels: The Role of Strategy 207
Cathy A. Enz
Chapter 16
Focus on Finance: Aiming for Restaurant Success 227
Alex M. Susskind and Rupert Spies
PART III
Success as a Real Estate and
Business Owner
Chapter 17
Hospitality Property Ownership: Where You Fit In 247
Jack B. Corgel, Robert Mandelbaum, and R. Mark Woodworth
Chapter 18
Hospitality Properties: How Much to Pay if You’re Buying;
How Much to Ask if You’re Selling 270
Jack B. Corgel
Chapter 19
Gaining Maximum Benefi t from Franchise
Agreements, Management Contracts, and Leases 293
Jan A. deRoos
Chapter 20
Developing and Renovating Hospitality Properties 309
Jack B. Corgel, Jan A. deRoos, and Kevin Fitzpatrick
Chapter 21
Planning and Programming a Hotel 321
Jan A. deRoos
Chapter 22
Measuring Hotel Risk and Financing 333
Peng Liu and Daniel Quan
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