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Managing Hospitality Organizations

Managing Hospitality Organizations
Achieving Excellence in the Guest Experience

Third Edition

March 2024 | 656 pages | SAGE Publications, Inc
Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, Third Edition 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.

Authors Robert C. Ford and Michael Sturman emphasize the critical importance of focusing on the guest and creating an unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment.

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Chapter 1: The Basics of Wow! The Guest Knows Best
Chapter 2: Meeting Guest Expectations through Planning
Chapter 3: Setting the Scene for the Guest Experience
Chapter 4: Developing the Hospitality Culture: Everyone Serves!
Chapter 5: Staffing for Service
Chapter 6: Training and Developing Employees to Serve
Chapter 7: Serving with a Smile: Motivating Exceptional Service
Chapter 8: Involving the Guest: the Co-Creation of Value
Chapter 9: Communicating for Service
Chapter 10: Planning the Service Delivery System
Chapter 11: Waiting for Service
Chapter 12: Measuring and Managing Service Delivery
Chapter 13: Fixing Service Failures
Chapter 14: Service Excellence: Leading the Way to Wow!


Instructor Resource Site
Online resources included with this text

The online resources for your text are available via the password-protected Instructor Resource Site, which offers access to all text-specific resources, including a test bank and editable, chapter-specific PowerPoint® slides.

"This book provides a great overview of how to envision, strategize, and design the service environment through incorporating basic business theories with hospitality and service-based strategies."

Elizabeth A. Whalen
Middle Tennessee State University

"This book is a well-rounded textbook on blending the concepts of service and management in the 21C Hospitality Industry. I highly recommend a review for our 200-level service course."

Terri Jones
College of Southern Nevada

"This edition of Ford's Managing Hospitality Organizations is an essential textbook for students who are studying International Hotel Management. Not only does it describe the key elements of successful service but also has robust additional resources that allow students to develop their knowledge further. These can also be used within in-lecture activities and the case studies are particularly useful for class discussion. The content of this book supports many of our programme modules and I would highly recommend this to you and your students."

Jayne A. Griffith-Parry
University of Wales Trinity St David

"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students."

Denise A. Braley
Mitchell College

"The book is a great addition to both classroom instruction and scholarly literature of the hospitality and service field. It covers various management tactics on service responsibilities, problems, and approaches to solutions. It challenges readers to identify issues associated with the problem and think outside the box to solve problems in the workplace. This is one of the most needed and highest-quality books we have in the field."

Wei Wang
University of Southern Mississippi

"This detail oriented book not only covers key concepts but utilizes real-life examples to make the content more convincing and validated. It is also a good book for in-class discussions and application practices."

Chih-Lun Yen
Ball State University

"A wide-ranging comprehensive text, looking at key contemporary issues in hospitality."

Alistair Williams
Johnson & Wales University

"We all know how important it is to turn customers into 'Raving Fans'—but getting everyone in an organization on board takes thoughtful action. Managing Hospitality Organizations offers fourteen principles of service that prove when you serve your people well, they will pass that service on to your customers. Whether you are a student or a manager on the front lines, if you want to create 'Raving Fans,' this book is for you!"

Ken Blanchard
Coauthor of The New One Minute Manager®, Raving Fans®, and Servant Leadership in Action

"Although Bob credits me as the 'Father of Guestology,' he and Mike have developed the concept of Guestology into an entire book that perfectly captures what it means to manage an organization from the guest's point of view. This is an excellent text to learn how to use the management philosophy I and my team pioneered to ensure that in every phase of the business, from the planning and design of new parks and attractions to their everyday operations, all Disney cast members are focused on satisfying and exceeding the Guest's wants, needs, and expectations."

Bruce Laval

"The second edition of Robert Ford and Michael C. Sturman's excellent text, Managing Hospitality Organizations, is a must read for students pursuing careers in the business of hospitality and the faculty who facilitate their learning. This new edition retains the right mix of theory and practice that students need, call it the art and science of hospitality, while incorporating key changes to how hospitality businesses interact with and satisfy their customers today, including the evolving role of technology in service strategies, systems and staffing and the changing nature of customers themselves. I congratulate the authors on a job well done!"

Michael D. Johnson
President, John Carroll University, Dean and E.M. Statler Professor Emeritus, Cornell School of Hotel Administration

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