GinnVillas - Travel in America, Europe, South America and australia

This book addresses the hospitality industry from a services management perspective, offering the reader a series of management concepts ? operations, marketing and human resources ? all of which are capable of being effectively incorporated into all hospitality operations. The book?s focus is on the ever-increasing demand of customers for service quality, as well as the other challenges facing hospitality establishments today ? including intense competition, globalization, and technological innovation. This book stresses the point that in all services, including hospitality services, the human element (both employees and customers) is absolutely crucial ? in selling services, hospitality enterprises are ?selling? personal relationships. Hospitality providers of all types will benefit from adopting the management philosophies and practices in this book ? ones that have proven so effective in other service sectors.