Subject - Hospitality
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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 -
Hospitality Security
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Hospitality Security: Managing Security in Today's Hotel, Nightlife, Entertainment, and Tourism Environment, Second Edition provides experience-based, proven methods for preventing and resolving the challenges faced by today's hospitality security staff and leadership.　 The lodging component of a hospitality environment creates challenges to the security professional by its complex set of assets and amenities--especially when combined with gaming environments Whether the reader is establishing, or improving, a professional, proactive proprietary security force, or the manager of a boutique hotel, the practical methods described herein are applicable to everyone. Author Darrell Clifton takes the reader through a logical and methodical process to first evaluate what risks are inherent to hospitality environments, how to assess those risks through threat and vulnerability assessments and methods to mitigate, eliminate, or transfer them.　　 　The book stresses the importance of prevention and investigation into the root causes of incidents as a tool for avoiding future undesirable events. This is especially important in that each registered guest brings with them their own unique set of circumstances, family values, problems, and social issues. The security function must operate to protect their individual rights, their right to privacy, and their desire to enjoy the facilities they are patronizing while contributing to the revenue stream. This must be balanced with the obligation, or duty, to provide reasonable care from foreseeable harm by the hotel to avoid incidents and litigation. Clifton, an experienced industry veteran, clearly establishes and identifies practical, reasonable and cost-effective ways to accomplish this balancing of guest enjoyment with guest protection.　 This new edition includes expanded content on premises liability, security force behavioral recognition, workplace violence, active shooter scenarios, evacuation planning, social media and guest reviews, and hotel scams. Additional coverage on nightclubs and bars has been added as well as four entirely new chapters on specialized security for events and venues, crime prevention through environmental design (CPTED), advances in technology, and industry trends for the gaming and hospitality sector.　 Ideal for novices and veterans alike, Hospitality Security, Second Edition is an accessible, reader-friendly reference that enables security directors to evaluate what risks are inherent to hospitality environments, to analyze those risks through threat and vulnerability assessments, and to develop methods to mitigate or eliminate them--all the while keeping customers and personnel safe and improving the bottom line.　
Publication Date: 2022 -
Introduction to Hospitality, Global Edition
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Publication Date: 2021 -
Managing People in the Hospitality Industry
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This is a book about being a successful manager in the complex hospitality industry. Approaching the subject in the context of personal development, it offers future managers essential knowledge and insight into the opportunities, the constraints, the problems and the solutions that face management at any level in the industry. Structured in six parts, this comprehensive volume is not merely concerned with the social and psychological aspects of people management, but also with the economics of labour, including: labour costs, utilisation, labour market behaviour and pay. These aspects are conjoined in the book with the skills of people management to reflect the dynamics of real-life practice. Combining theory and practice, Managing People in the Hospitality Industry offers a concise portrait of the industry at work and is essential reading for the hospitality managers of tomorrow.
Publication Date: 2018 -
Strategic Management for the Hospitality and Tourism Industry
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This vital volume clearly explains cutting-edge theories and views on strategic management in applied management fundamentals in the hospitality and tourism industry. The author discusses the latest in strategic thinking and provides information on implementing models within specific contexts, such as culture and profit and nonprofit organizations. He also looks at the political, economic, social, and technological changes that significantly affect tourism and hospitality. The volume is distinguished by its thoughtful analysis and review of related hospitality case studies and the management approaches employed and sheds light on ever-the emerging management and operation issues in the tourism and hospitality sector. The book employs an abundance of case studies that illustrate the concepts and models discussed, with examples from such heavyweights in the industry as Disney and Euro Disney, Aer Lingus, British Airways, Four Seasons, Holiday Inn, Marriot, Sofitel, Starwood Hotels, and more. Key features of the book include: Cutting-edge approach: Applies advanced and recent strategic management views to the tourism and hospitality field. Critical treatment: Provides critical discussions about whether and how strategic models/theories can be applied in the hospitality and tourism field. Sensitive to specific contexts: As the tourism and hospitality industry has become one of the largest industries worldwide, discusses how strategic management concepts can be applied in different cultures and profit and nonprofit tourism organizations. Extensive case studies: Provides supporting case studies related to the strategy content, context, and process from international industries such as Aer Lingus, Accor, Marriott and Ryanair. Organization of the book: Each of the chapters within the case study sections employs a thorough pedagogic structure consisting of a concise introduction, examples and case analysis, discussion points, exercises, and further reading. This book is designed to provoke thought and debate about strategic management and myriad other issues. It will be valuable for students, academics, universities offering hospitality and tourism, and hospitality and tourism professionals.
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 -
Hospitality Business Development
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Hospitality Business Development analyses and evaluates the different aspects of business growth routes and development processes in the international hospitality industry. It considers the essential features of the strategic business context, in which any hospitality organisation operates.
Publication Date: 2019 -
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 -
Routledge Handbook of Hospitality Marketing
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This handbook analyzes the main issues in the field of hospitality marketing by focusing on past, present and future challenges and trends from a multidisciplinary global perspective.
Publication Date: 2017 -
Stats Means Business
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Stats Means Business is an introductory and comprehensive textbook written especially for Hospitality, Business and Tourism students who take statistics or quantitative methods modules.
Publication Date: 2019 -
The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism
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Consumer behaviour is one of the most explored topics in tourism and hospitality marketing, interchangeably denoted by the terms 'traveller behaviour', 'tourist behaviour' or 'guest behaviour'. Consumer behaviour acts as an origin for every tourism and hospitality marketing activity. It offers an understanding of why people tend to choose certain products or services and what sort of factors influence them in making their decision.
Publication Date: 2017 -
Economic Principles for the Hospitality Industry
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Economic Principles for the Hospitality Industry is the ideal introduction to the fundamentals of economics in this dynamic and highly competitive sector. Applying economic theory to a range of diverse and global hospitality industry settings, this book gives the theory real-world context. Looking at critical issues around sustainable economic development in the hospitality industry such as diversification, technology, determinants of demand, and pricing, it enables students to effectively conduct business analyses, evaluate business performance and conduct effective improvements over time.
Publication Date: 2019 -
Entrepreneurship Management in Hospitality Industry
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Entrepreneurship is the backbone of a strong economy. In the rapidly evolving hospitality, tourism and leisure sector worldwide this is particularly true. This book explains and analyzes entrepreneurship and hospitality management issues in the creative and cultural sectors and discusses the impacts of economic, social and structural changes on cultural entrepreneurship.
Publication Date: 2019 -
Checking Out : What the Rise of the Sharing Economy Means for the Future of the Hotel Industry
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As one of the world's most established industries, the hotel sector has remained relatively unchanged and unchallenged for decades. Yet traditional hotels have recently come under increasing pressure on two major fronts: from disruptors in the sharing economy such as Airbnb, and by a rising wave of modern consumers who have become re-educated by social media and hotel comparison websites. Can this traditionally slow-moving sector reinvent itself or will it become increasingly marginalized? Is it time for traditional hotels to check out?
Publication Date: 2020 -
Human Resource Management in Hospitality Cases
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Human Resource Management in Hospitality Cases adopts a practical case-based approach to develop critical thinking and problem-solving skills in future hospitality managers.
Publication Date: 2020 -
Managing Hospitality Facilities
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Managing Hospitality Facilities discusses the basic concept of hospitality and the management of food and beverage department. It includes the idea of laundry management, and planning and design process in the field of hospitality.
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
- Australian Hotelier
- Australian Institute of Company Directors
- Business Events Council of Australia
- Global Sustainable Tourism Council
- Green Magazine
- Hospitality Magazine
- https://www.hospitalitynet.org
- International Congress and Convention Association
- Leisure Management Magazine
Food & Restaurants
- AGFG - Australian good food & travel guide
- American Culinary Federation
- Australian Culinary Federation
- Australian Food News
- Bean Scene
- Cafe Culture
- Food and Drink Business
- Gourmet Traveller
- Restaurant and Catering Australia
- Selector: Life Food Wine
- Spice
- Winestate Magazine
- Wine & Spirit Insider
Hotel Industry
Hospitality Databases
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