Hospitality Experience
An Introduction to hospitality management
Samenvatting
- Provides a complete overview of the hospitality industry;
- includes an extensive chapter on intercultural hospitality experiences;
- offers interesting analysis as well as engaging real-world examples.
Hospitality Experience is an exciting introduction to hospitality management. Step-by-step it shows students how to create and manage unique hospitality experiences. The book provides clear answers to important questions regarding hospitality management, beginning with what it is and who the (future) players involved in it are. It gives a complete overview of the hospitality industry and all the aspects of hospitality management, from design to delivery of hospitality experiences.
This new (third) edition of Hospitality Experience has been thoroughly revised and updated to include the latest developments in the field of hospitality management. The real-world examples have also been updated to reflect these most recent developments.
Intended readers
Hospitality Experience is suitable for all students in Hospitality Management and Hotel Management majors. It is also useful in related minors and even for professionals in the field of hospitality.
Digital
The accompanying website provides plenty of extra material for students and teachers. Students will find additional tests and tables there. Teachers have online access to answers to the questions of this edition and can use the available presentations in their lectures.
Trefwoorden
hospitality management gastvrijheidservaringen experience design horeca interculturele communicatie gastvrijheid leiderschap kwaliteitsmanagement hotelmanagement cultuur waardecreatie guest journey competenties touchpoints toekomst service excellence gasttevredenheid management gedrag prijsstrategie hospitality-industrie procesmanagement eventmanagement operating leverage data analytics restaurantmanagement hotels netwerken environmental analysis sociale context
Trefwoorden
Specificaties
Thema classificatie
Inhoudsopgave
U kunt van deze inhoudsopgave een PDF downloaden
1.1 Hospitality? 11
1.2 Origins and history 15
1.3 The debate 20
1.4 Managing hospitality experiences 26
1.5 The remainder of this book 30
Summary 34
Food for thought 35
2 Adding value to the hospitality experience 37
2.1 The value chain of hospitality experiences 39
2.2 Product levels 42
2.3 Operating leverage 49
2.4 Pricing 52
2.5 Roles and functions 61
2.6 The role and importance of data and analytics 64
Summary 67
Food for thought 68
3 The hospitality industry 71
3.1 The nature and scope of the hospitality industry 73
3.2 Hotels and other lodging services 75
3.3 Food and drink services 89
3.4 Entertainment and recreation 92
3.5 Travel service providers 94
3.6 Assembly and event management 96
3.7 Industry developments in marketing and distribution 97
Summary 99
Food for thought 101
4 Hospitality beyond the industry’s borders 103
4.1 Hospitality revisited? 105
4.2 Our society is changing 106
4.3 The ‘new and extended’ role of hospitality 110
4.4 Hospitality and networks 120
Summary 129
Food for thought 130
5 The future of hospitality 133
5.1 Predicting the future? 135
5.2 Managers and envisioning the future 137
5.3 Environmental analysis 138
5.4 The contextual environment 141
5.5 The transactional environment: consumers 151
5.6 The transactional environment: the industry 160
5.7 The future of hospitality 164
Summary 166
Food for thought 167
6 Designing hospitality experiences 169
6.1 Reference points for the design process 171
6.2 Setting the stage for experiences 172
6.3 Personal context 177
6.4 Social context 182
6.5 Guest journey and touchpoints 186
6.6 The hospitality experience design process 192
Summary 200
Food for thought 202
7 Delivering hospitality 205
7.1 Hospitality and behaviour 207
7.2 Interaction and behaviour 212
7.3 Behaviour and satisfaction 217
7.4 Behaviour and feedback 220
7.5 Leadership 222
Summary 227
Food for thought 229
8 Quality management in hospitality 231
8.1 The importance of quality 233
8.2 Quality defined 233
8.3 Managing processes 243
8.4 Setting quality targets 246
8.5 Managing resources 252
8.6 Costs associated with quality 258
8.7 Making quality count 264
Summary 266
Food for thought 267
9 Competencies and leadership 269
9.1 Hospitality management as a profession 271
9.2 Leadership and management 272
9.3 Hospitality competencies 279
Summary 288
Food for thought 289
10 The intercultural dimension of the hospitality experience 291
10.1 Introduction 293
10.2 The culture phenomenon defined 294
10.3 Levels of mental programming 294
10.4 Levels of culture 296
10.5 Layers of culture 298
10.6 Complexities in the dialogue about culture 305
10.7 Designing the intercultural hospitality experience 307
10.8 Delivering the intercultural hospitality experience 316
Summary 324
Food for thought 325
References 327
Acknowledgments 335
About the editors and authors 336
Index 33
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