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The Cornell School of Hotel Administration on Hospitality


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Table of 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 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 Scientific 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 Profitability: An Introduction for Hotel Owners and Asset Managers 192 Chris Anderson and Sheryl Kimes 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 Benefit 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 Part IV Success Through Managerial Excellence Chapter 23 Segmenting and Targeting Your Market: Strategies and Limitations 353 Michael Lynn Chapter 24 New Media: Connecting with Guests throughout the Travel Experience 370 Lisa Klein Pearo and Bill Carroll Chapter 25 Building and Managing Your Brand 388 Robert J. Kwortnik Chapter 26 Hotel Revenue Management in an Economic Downturn 405 Sheryl Kimes and Chris Anderson Chapter 27 Addressing Employee Lawsuits 417 David Sherwyn and Paul E. Wagner Chapter 28 Coordinating Information and Controlling Costs 430 Gordon Potter Chapter 29 Making the Most of Your Human Capital 444 J. Bruce Tracey and Sean A. Way Chapter 30 You Can't Move All Your Hotels to Mexico: Unions and the Hospitality Industry 455 David Sherwyn and Paul E. Wagner Chapter 31 The Integrity Dividend in Hospitality Leadership 469 Tony Simons Final Thoughts Chapter 32 Afterword: Where Do You Go from Here? 483 Michael C. Sturman, Jack B. Corgel, and Rohit Verma Index 487

About the Author

Michael C. Sturman is a Professor of Management and the Kenneth and Marjorie Blanchard Professor of Human Resources at Cornell University's School of Hotel Administration. His current research focuses on the impact of human resource management on organizational performance and other job performance issues. He has written over one hundred articles, and is coauthor of Managing Quality Service in Hospitality: How Organizations Achieve Excellence in the Guest Experience. Jack B. Corgel is a full professor at the School of Hotel Administration and served as the first director of the school's Center for Hospitality Research. He consults with PKF Hospitality Research, where he helps develop new products for the hotel industry based on property-level financial performance. Rohit Verma is a Professor of Service Operations Management at the School of Hotel Administration, and also serves as the Executive Director for the Center for Hospitality Research (CHR). He has published over fifty articles in prestigious business journals, written numerous CHR research reports, and routinely presents at major industry con-ferences. He is coauthor of Operations and Supply Chain Management for the 21st Century.

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