The Cornell School of Hotel Administration on Hospitality (PDF)

Foreword (Michael D. Johnson). Chapter 1 Four Paths to Success in the Hospitality Industry (Jack Corgel, Michael C. Sturman and Rohit Verma). Chapter 2 The Essence of Hospitality and Service (Guiseppe Pezzotti). PART I SUCCESS IN YOUR HOSPITALITY CAREER. Chapter 3 Preparing for a Successful Career in the Hospitality Industry (Kate Walsh, Bill Carroll, and Michael C. Sturman). Chapter 4: The Listening Fast Track (Judi Brownell). Chapter 5 Developing and Managing a Multinational Career (Jan Katz). Chapter 6: Becoming a Leader in the Hospitality Industry (Timothy Hinkin). PART II SUCCESS THROUGH OPERATIONS AND SERVICE EXCELLENCE. Chapter 7 Understanding and Predicting Customer Choices (Rohit Verma). Chapter 8: Guiding the Guest Experience (HaeEun Helen Chun). Chapter 9 Harnessing the Power of your Culture for Outstanding Service (Robert Ford and Michael C. Sturman). Chapter 10 A Scientific Approach to Managing Hospitality Operations (Gary Thompson). Chapter 11 Motivating Your Staff to Provide Outstanding Service (Michael C. Sturman and Robert Ford). Chapter 12 How to Build Service Quality into your Operation (Alex M. Susskind). Chapter 13: Demand Management (Bill Carroll). Chapter 14: Revenue Management for Enhanced Profitability: An Introduction For Hotel Owners And Asset Managers (Chris Anderson and Sheryl Kimes). Chapter 15 Competing Successfully With Other Hotels: The Role of Strategy (Cathy Enz). Chapter 16 Focus on Finance: Aiming for Restaurant Success (Alex M. Susskind and Rupert Spies). PART III SUCCESS AS A REALESTATE AND BUSINESS OWNER. Chapter 17 Hospitality Property Ownership: Where You Fit In (Jack Corgel, Robert Mandalbaum, and R. Mark Woodworth). Chapter 18: Hospitality Properties: How Much to Pay if You're Buying; How Much to Ask if You're Selling (Jack Corgel). Chapter 19 Gaining Maximum Benefit from Franchise Agreements, Management Contracts, and Leases (Jan A. deRoos). Chapter 20 Developing and Renovating Hospitality Properties (Jack Corgel, Jan A.

Michael C. Sturman is a Professor of Management and the
Kenneth and Marjorie Blanchard Professor of Human Resources at
Cornell University's School of Hotel Administration. His current
research focuses on the impact of human resource management on
organizational performance and other job performance issues. He has
written over one hundred articles, and is coauthor of Managing
Quality Service in Hospitality: How Organizations Achieve
Excellence in the Guest Experience.

Jack B. Corgel is a full professor at the School of Hotel
Administration and served as the first director of the school's
Center for Hospitality Research. He consults with PKF Hospitality
Research, where he helps develop new products for the hotel
industry based on property-level financial performance.

Rohit Verma is a Professor of Service Operations
Management at the School of Hotel Administration, and also serves
as the Executive Director for the Center for Hospitality Research
(CHR). He has published over fifty articles in prestigious business
journals, written numerous CHR research reports, and routinely
presents at major industry con-ferences. He is coauthor of
Operations and Supply Chain Management for the 21st Century.

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