Managing Hospitality Organizations: Achieving Excellence in the Guest Experience
takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Students will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The
Second Edition
includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership.