Subject - Hospitality
Hotel and Resort Management resources
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Hospitality and Sustainability Recently published ebooks, generally related to sustainability in the hospitality industry
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This is just a selection of the thousands of eBooks available
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Customer Service for Hospitality and Tourism
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A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the 'whys' and 'hows'of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.The third edition of this book - like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector - a sector that was impacted more than any other due to the crisis.In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted - and even thrived - during the COVID-19 pandemic.
Publication Date: 2022 -
The Routledge Handbook of Tourism Experience Management and Marketing
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The Routledge Handbook of Tourism Experience Management and Marketing offers a comprehensive and thorough inquiry into both customary and emergent issues of tourism experience and co-creation. Drawing together contributions from 83 authors from 28 countries with varied backgrounds and interdisciplinary interests, the handbook highlights multiple representations and interpretations of the theme. It also integrates a selection of illustrative global case studies to effectively present its chapter contents. Tourism experience drives the contemporary tourist's behavior as they travel in pursuit of experiencing unique and unusual destinations and activities. Creating a memorable and enduring experience is therefore a prerequisite for the all tourism business organizations irrespective of the nature of their products or services. This handbook focuses on conceptualizing, designing, staging, managing and marketing paradigms of tourism experiences from both supply and demand perspectives. It sheds substantial light on the contemporary theories, practices and future developments in the arena of experiential tourism management and marketing. Encompassing the latest thinking and research themes, this will be an essential reference for upper-level students, researchers, academics and industry practitioners of hospitality as well as those of tourism, gastronomy, management, marketing, consumer behavior, cultural studies, development studies and international business, encouraging dialogue across disciplinary boundaries.
Publication Date: 2020 -
Handbook of Research on Sustainable Tourism and Hotel Operations in Global Hypercompetition
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The Handbook of Research on Sustainable Tourism and Hotel Operations in Global Hypercompetition examines various aspects of the hospitality, recreation, and tourism industries. It contributes empirical research, theoretical development, and current best practices to the field. Covering topics such as sustainable medical tourism, technology acceptance model, and cultural tourism, this major reference work is an essential resource for community leaders, business executives and managers, government officials, librarians, students and faculty of higher education, researchers, and academicians.
Publication Date: 2022 -
Hotel Housekeeping Management
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Hotel Housekeeping Management: Changing trends and developments is a comprehensive hands-on guide to this vital role in the operation of a hotel. Author Jayanti Jayanti uses her own experiences from both her industry experiences with Oberoi hotels and her academic teaching to create this user friendly and practical guide. With insights from international industry experts and real-life case studies, it provides the reader with a comprehensive how-to guide to all elements of this essential role as well as the theoretical foundations and operational techniques. It covers issues and areas such as:* Budgeting and controlling expenditure* Managing personnel, including contracts and outsourcing* Guestroom types, design and trends* Sustainability issues including ecotels and energy conservation* Hotel housekeeping software and analyticsA vital resource for all students of hospitality management, housekeeping professionals, and those undertaking apprenticeships.
Publication Date: 2023 -
The Practical Guide to Achieving Customer Satisfaction in Events and Hotels
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The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels. Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors' extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question 'Is the customer always right?', how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers. This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.
Publication Date: 2022 -
Hotel Revenue Management
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This book guides the reader from the building blocks of revenue management, to pricing science and merchandising, and to broader issues of setting objectives in support of a revenue strategy. The discipline is evolving, and that evolution has been accelerated by the COVID-19 pandemic. Leaders in hotel revenue management, and more broadly in sales & marketing, need to understand these changes, and lead and adapt accordingly. This will require a strong foundation in analytics-not just modeling, but also business analytics in support of a holistic strategy. As more of the tactics of revenue management are executed through automation, and powered by machine learning, revenue managers will become more focused on strategy and will need to think about revenue management in the context of marketing, loyalty, and distribution. As the strategy component of the discipline increases, so too must the breadth of knowledge of revenue managers.
Publication Date: 2022 -
Handbook of Research on the Impacts and Implications of COVID-19 on the Tourism Industry
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The tourism sector has been deeply affected particularly in economic terms by the COVID-19 pandemic. This crisis has led to new practices and radical changes. Scientists emphasize that mankind will face pandemics more frequently in the forthcoming years. Thus, it is important to understand the negative impacts the COVID-19 pandemic had on the tourism sector as well as the measures that were and are being put in place to protect the industry during future outbreaks. e.
Publication Date: 2021 -
Case Based Research in Tourism, Travel, Hospitality and Events
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This book consolidates international, contemporary and topical case study based research in tourism, travel, hospitality and events. Case studies can make learning more attractive and interesting as well as enable students to understand the theory better and develop their analytical and problem-solving skills. Using industry as an open living lab, case study based research infuses scholars into real-world industry challenges and inspires them to theorise and advance our knowledge frontiers. The book includes international case studies that can help tourism scholars build and advance (new) theories and enrich their educational practices. Case studies are accompanied with a teaching note guiding scholars to integrate case studies into instruction. Dr Kirsten Holmes, Chair, Council for Australasian Tourism and Hospitality Education (CAUTHE) There is a vital need for contemporary and well-structured case studies for use in tourism teaching. By including case studies from Australasia and key destination regions in Asia, Europe, and the Caribbean, the book is helpful for tertiary teachers globally. Professor Xander Lub, President, EuroCHRIE The book inspires educators and students. The cases provide context to students' learning and demonstrate the richness and variation of the industry. The book also clearly demonstrates how research can inform our teaching. Professor Brian King, Chair, THE-ICE Assessment Panel The book includes cases under five themes: experiences, operations, technologies, strategy and marketing, and destinations. The book provides subject lecturers with a structure to guide students of applying theory into practice. Dr Paul Whitelaw, Academic Director, Southern Cross University This book marks a significant contribution to hospitality, tourism and events pedagogy at undergraduate and postgraduate level. At a time when the industry is demanding that our graduates have a strong grasp of "real world issues", the case study approach provides an accessible, meaningful and relatable means by which students can engage in real world issues.
Publication Date: 2022 -
Covid-19 and the Hospitality and Tourism Industry
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Offering a comprehensive understanding of the implications of the COVID-19 pandemic for the tourism and hospitality industry, this book discusses the topic from economic, sociological and psychological perspectives. Critical case studies are used to explore both micro impacts on individuals involved in the industry and governmental and international responses to issues posed by the pandemic more broadly. Chapters explore ways in which tourism and hospitality organizations will need to re-think their marketing strategies, including destination branding. The book also analyses the economic impacts of the pandemic, including insights on the impact of previous pandemics on the tourism sector, and how this may inform future practice. It highlights changes that may be necessary to tourism management, looking at how COVID-19 has affected the tourism workforce, tourism employees' psychology, supply chains, and revenues. This is a timely and critical read for tourism studies and business and management scholars. It will also be a helpful resource for management in the tourism and hospitality industry looking to better understand how to react to the COVID-19 pandemic.
Publication Date: 2021 -
Modern Hotel Operations Management
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A comprehensive and wide-ranging introduction to operational hotel management, this textbook brings together business administration, management and entrepreneurship into a complete overview of the discipline.
Publication Date: 2019 -
The Experience Economy, with a New Preface by the Authors
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Time is limited. Attention is scarce. Are you engaging your customers? Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral? Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers' affections--and ensure their own economic vitality. This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line. Translated into thirteen languages, The Experience Economy has become a must-read for leaders of enterprises large and small, for-profit and nonprofit, global and local. Now with a brand-new preface, Pine and Gilmore make an even stronger case for experiences as the critical link between a company and its customers in an increasingly distractible and time-starved world. Filled with detailed examples and actionable advice, The Experience Economy helps companies create personal, dramatic, and even transformative experiences, offering the script from which managers can generate value in ways aligned with a strong customer-centric strategy.
Publication Date: 2019 -
Essentials of corporate finance
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Publication Date: 2020 -
Understanding Cross-Cultural Management
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The 4th edition of Understanding Cross-Cultural Management has been adapted in Understanding Cross-Cultural Management offers a selective but broad view of classic and contemporary thinking on cultural management and encourages you to apply theories and ideas to practice - and to relate them to your own experience - through various examples and cases from the business world as well as through a range of practical activities.
Publication Date: 2019 -
Professional Hotel Organisation and Front Office Management
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Hotel Office management refers to planning, administering and organising activities in an office. This book, Office Management, has been written with aim of providing corporate and business managers a comprehensive manual which covers all aspects of an important component of their work-handling and managing the office
Publication Date: 2019 -
Strategic Management for Tourism Hospitality and Events
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Strategic Management for Tourism, Hospitality and Eventsis the must-have text for students approaching this subject for the first time. It introduces students to fundamental strategic management principles in a tourism, hospitality and events context and brings theory to life by integrating a host of industry-based case studies and examples throughout. Among the new features and topics included in this third edition are: New and fully updated international case studies from both SMEs and large-scale businesses integrated throughout to show the various applications of strategic management theory. More extensive combined sector case studies on relevant topics such as Airbnb are also included at the end of the book for seminar work. New content on relevant topics such as big data, artificial intelligence, political external environment, social media and e-marketing, sustainability and CSR, absorptive capacity, and innovation. Web support for tutors and students providing explanation and guidelines for instructors on how to use the textbook, as well as supplementary exercises, case studies and video links for students. This book is written in an accessible and engaging style and structured logically with useful features throughout to aid students' learning and understanding. It is an essential resource for tourism, hospitality and events students.
Publication Date: 2019 -
Sustainable Customer Experience Design
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This book focuses on designing, staging and managing experiences within the context of the events, tourism and hospitality industries.
Publication Date: 2018 -
Improving Sustainability in the Hospitality Industry
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Each chapter uses specific cases and examples to reflect on different ways in which sustainability principles can be used for revisiting the host-guest relationship and improving the industry's business processes and models.
Publication Date: 2018 -
Operations Management in the Hospitality Industry
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From restaurants to resorts, the hospitality industry demands strong operations management to delight guests, develop employees, and deliver financial returns. This introductory text provides students with fundamental techniques and tools to analyse and improve operational capabilities of any hospitality organization. This book spans a breadth of topics critical to today's operations leaders. Each topic surveys key theories, frameworks, and industry examples, with additional depth achieved through engaging learning features. Uniquely, the book is set out in standalone chapters that can be digested individually or together; allowing flexibility for instructors and readers seeking to learn specific subject matter. Whether a student preparing for their career, or a professional seeking tools, readers will gain valuable knowledge from Operations Management in the Hospitality Industry.
Publication Date: 2021 -
Hotel Accommodation Management
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Front office management, housekeeping, revenue management; the changing context of hotel accommodation provision, trends in hotel investment and asset management, the challenges engendered by social media. The role of accommodation in additional and integrated facilities and markets (spas, resorts, MICE markets).
Publication Date: 2017 -
The Routledge Handbook of Hospitality Studies
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The volume is divided into four parts: the first looks at ways of seeing hospitality from an array of social science disciplines; the second highlights the experiences of hospitality from different guest perspectives; the third explores the need to be hospitable through various time periods and social structures, and across the globe; while the final section deals with the notions of sustainability and hospitality
Publication Date: 2016 -
Food and Beverage Management in the Luxury Hotel Industry
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This book is an introduction to the management of Food & Beverage operations within luxury hotel environment. It provides detailed coverage of operational areas within the Food & Beverage department, based on multiple real industry examples, allowing the reader to grasp the intricacies of the day to day running of outlets. A reference for any hospitality management student wishing to gain sufficient knowledge in the subject, it also demonstrates how to conduct a quantitative and qualitative analysis of the department, through revenue and cost management, and quality audits. And it looks at the various trends shaping the industry today, particularly focusing on sustainability issues and ethical concerns. The textbook is divided in several main sections, gradually familiarizing the reader with the complexity of management activities within the Food and Beverage department. The main departments involved within Food & Beverage are presented, and their respective functions outlined in details. At the end of each chapter the reader is invited to test his knowledge through realistic industry case studies. Action plans and proposed solutions will be suggested, as well as recommendations of how to improve customer satisfaction and increase profitability within the organization. Students will then be able to conduct an operational analysis and a ""business health check"" to any given F&B organization. The book will be useful to hospitality management students, restaurant managers, and F&B professionals in supervisory positions already working in the hotel industry.
Publication Date: 2021 -
Hospitality Finance and Accounting
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An introduction to hospitality, finance and accounting from a managerial perspective, including income statements, balance sheets, pricing and budgeting.
Publication Date: 2019
Regulatory bodies and standards
- Anti-Discrimination Board of NSW
- Australasian Legal Information Institute
- Australian Building Codes Board
- Australian Bureau of Statistics
- Australian Competition and Consumer Commission
- Australian Hospitality Directory
- business.gov.au
- Doing Business
- Fair Work Australia
- Federal Register of Legislation
- Food Standards Australia New Zealand
- Liquor and Gaming NSW
- Pineapple Search - hospitality industry search engine
Hospitality and Business
- Business Events Council of Australia
- Global Sustainable Tourism Council
- Hospitality Net
- International Congress and Convention Association
- Leisure Management Digital Magazine
Food & Restaurants
- American Culinary Federation
- Australian Culinary Federation
- Australian Food News
- AGFG - Australian good food & travel guide
- Restaurant and Catering Australia
Hotel Industry
Hospitality Databases
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