Tóm tắt

Welcome to Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, THIRD EDITION. This new edition, like the two prior editions, continues to be based on the principles of guestology, and that means we practice in writing this book what we teach in class. So, we sought feedback from our customers, scanned the environment to stay current with changes to the competitive environment, changing customer expectations, and the amazingly rapid changes in technology, and ultimately sought to keep the positive features of the earlier two editions while revising and updating those that our readers said needed to be changed and improved. The book is based on much of what the first author learned when he came to Orlando to head the hospitality program at the University of Central Florida. There, he learned about many different aspects of the hospitality industry from The Walt Disney Company, and specifically about the principles of guestology from its father