Service Management: A New Model for Hotel Management

Author: (Australia) Kandampilly
Publisher:
Publish Date: 2006-06-01
Features: This book takes a perspective of service management to explore solutions to problems faced by the hotel industry, providing readers with a series of management concepts—including operations, marketing, and human resources—that can be integrated into the management of any hotel. The book argues that hotel managers must fundamentally change their mindset. Hotel managers are not just managing and selling products; they will also manage and sell services as personalized experiences. For those working in the hotel industry, as well as professors, students, and teachers of hotel management, this is a brand-new theoretical framework. If the hotel industry is understood conceptually as an industry providing services, it will lead to a fresh perspective on the hotel industry and prepare businesses to develop and market their products to meet customer needs. Building long-term, loyal relationships with customers is a central theme throughout the book, and strong interpersonal relationships are the core of hotel service.