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Cases in Hospitality Management: A Critical Incident Approach
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  • Wiley

More About This Title Cases in Hospitality Management: A Critical Incident Approach

  • English

English

Based on over 100 interviews conducted with guests and employees of hospitality industry organizations, this book contains 55 actual brief cases and situations which illustrate concepts and issues of hotel, restaurant and travel/tourism management. The cases deal with a variety of managerial topics including decision making, communication, compensation, planning, discrimination, performance appraisal, organization design, sexual harassment, ethics and group dynamics. Section introductions, case headnotes and questions are designed to aid students in analyzing diverse situations.
  • English

English

Partial table of contents:

ETHICAL ISSUES: SHADES OF GRAY.

Sunspot Resorts.

A Dog-Eat-Dog World.

Seaside Plantations.

The Rental Car.

STRATEGIC PLANNING.

The New Consultant.

The Cedars.

The Broadbeach.

STRUCTURE AND POLICIES.

The Service Guarantee.

The Parking Lot.

The Minibar Charge.

PROBLEM SOLVING/DECISION MAKING.

The Tour Voucher.

The Headwaiter.

It Stinks.

The Ski Trip.

COMMUNICATION.

The Shared Suite.

Room Service, Please.

The Wounded Bird.

The Three-Hour Brunch.

GROUP PROCESS.

The Job Opening.

Burrito Sisters.

The Department Meeting.

DIVERSITY IN THE INDUSTRY.

Nancy Jones.

The Gay Co-Worker.

The New Travel Agent.

SEXUAL HARASSMENT.

The Good Dishwasher.

The Assault.

She's My Type.

STAFFING AND PROMOTION.

Spas International.

The Reinstatement.

The Surprise Promotion.

TRAINING.

The Swimming Pool.

The Mystery Guest.

Bongo's.

REWARD SYSTEMS.

The Greek Palace.

The Incentive System.

The River Walk Cafe.

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