Hotel rating systems are used in almost all countries. The policy makers, managers, and researchers take this process seriously, and contribute in enhancing the system to reflect the needs of the modern traveler. Hotels also invest a lot for getting the desired star ratings. However, at the same time, apart from the guidelines and manuals of the star rating schemes, there is hardly any reliable source of information explaining the principles on which the star rating process is based. The available information can be confusing as different rating systems have different criteria for hotel evaluation. Considering this challenge, this book attempts to bring the star rating process to life through the principles of service quality management because hotel rating systems claim to raise standards of service. Such principles were identified through hundreds of research studies and existing hotel rating systems around the world. This book focusses on making the hotel rating process simple to understand for the benefit of students, managers, and policymakers.

This student-centred guide to front office operations in the hotel industry employs a user-friendly approach to encourage self-access and enable students to progress at their own pace independently of the lecturer. Activities are provided throughout to help students move from an understanding of the basic principleds to thinking like a front office person. The chapters follow a typical guest from check-in to check-out, with small detours to other areas and departments. Each chapter includes an end-of-chapter summary, review and discussion questions. there is a detailed glossary of useful terms. The book is suitable for those taking Hotel, Catering and Institutional Operations/Management examinations and undergraduates on hotel and catering management courses. This student-centred guide to front office operations in the hotel industry employs a user-friendly approach to encourage self-access and enable students to progress at their own pace independently of the lecturer. Activities are provided throughout to help students move from an understanding of the basic principleds to thinking like a front office person. The chapters follow a typical guest from check-in to check-out, with small detours to other areas and departments. Each chapter includes an end-of-chapter summary, review and discussion questions. there is a detailed glossary of useful terms. The book is suitable for those taking Hotel, Catering and Institutional Operations/Management examinations and undergraduates on hotel and catering management courses.

Improve your professional management vocabulary with definitions in each chapter, and a complete glossary of terms. Visualise key concepts with over one hundred explanatory diagrams Gain confidence by testing your understanding on the accompanying website Practical applications of theory are illustrated in international case studies throughout the book Discussion questions prompt an exploration of key concepts

This book consolidates international, contemporary and topical case study based research in tourism, travel, hospitality and events. Case studies can make learning more attractive and interesting as well as enable students to understand the theory better and develop their analytical and problem-solving skills. Using industry as an open living lab, case study based research infuses scholars into real-world industry challenges and inspires them to theorise and advance our knowledge frontiers. The book includes international case studies that can help tourism scholars build and advance (new) theories and enrich their educational practices. Case studies are accompanied with a teaching note guiding scholars to integrate case studies into instruction. Dr Kirsten Holmes, Chair, Council for Australasian Tourism and Hospitality Education (CAUTHE) There is a vital need for contemporary and well-structured case studies for use in tourism teaching. By including case studies from Australasia and key destination regions in Asia, Europe, and the Caribbean, the book is helpful for tertiary teachers globally. Professor Xander Lub, President, EuroCHRIE The book inspires educators and students. The cases provide context to students’ learning and demonstrate the richness and variation of the industry. The book also clearly demonstrates how research can inform our teaching. Professor Brian King, Chair, THE-ICE Assessment Panel The book includes cases under five themes: experiences, operations, technologies, strategy and marketing, and destinations. The book provides subject lecturers with a structure to guide students of applying theory into practice. Dr Paul Whitelaw, Academic Director, Southern Cross University This book marks a significant contribution to hospitality, tourism and events pedagogy at undergraduate and postgraduate level. At a time when the industry is demanding that our graduates have a strong grasp of “real world issues”, the case study approach provides an accessible, meaningful and relatable means by which students can engage in real world issues.

Sustainability is one of the single most important global issues facing the world. A clear understanding of the issues surrounding climate change, global warming, air and water pollution, ozone depletion, deforestation, the loss of biodiversity and global poverty is essential for every future manager in the hospitality industry. Present and future hospitality executives need to know how sustainable management systems can be integrated into their businesses while maintaining and hopefully improving the bottom line. Sustainability in the Hospitality Industry, second edition, is the only book available to introduce the students to economic, environmental and social sustainable issues specifically facing the industry as well as exploring ideas, solutions, and strategies of how to manage operations in a sustainable way. Since the first edition of this book there have been many important developments in this field and this second edition has been updated in the following ways: updated content to reflect recent issues and trends including hotel energy solutions and green hotel design two new chapters on 'Sustainable Food' and 'Social Entrepreneurship and Social Value' updated international case studies throughout to explore key issues and show real life operational responses to sustainability within the hospitality industry. New case studies on growth hotel development markets, Asia and the Middle East new practical exercises throughout to apply your knowledge to real-life sustainability scenarios. This accessible and comprehensive account of Sustainability in the Hospitality Industry is essential reading for all students and future managers.

Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

Economic Principles for the Hospitality Industry is the ideal introduction to the fundamentals of economics in this dynamic and highly competitive sector. Applying economic theory to a range of diverse and global hospitality industry settings, this book gives the theory real-world context. Looking at critical issues around sustainable economic development in the hospitality industry such as diversification, technology, determinants of demand, and pricing, it enables students to effectively conduct business analyses, evaluate business performance and conduct effective improvements over time. Written in an engaging style, this book assumes no prior knowledge of economics and contains a range of features, including international case studies and discussion questions, to aid beginners in the subject. This will be an essential introductory yet comprehensive resource on economics for all hospitality students.

This book focuses on cultural tourism as it develops into the second decade of the new millennium. It presents recent hospitality and tourism research findings from various sources, including academic researchers and scholars, industry professionals, government and quasi-government officials, and other key industry practitioners. It discusses the latest tourism industry trends and identifies gaps in the research from a pragmatic and applied perspective. It includes specific chapters on innovation in tourism, the virtual visitor, cross-cultural visions of digital collections, heritage and museum management in the digital era, cultural and digital tourism policy, marketing and governance, social media, emerging technologies and e-tourism and many other topics of contemporary significance in global hospitality and tourism. The book is edited in collaboration with the International Association of Cultural and Digital Tourism (IACuDiT) and includes the proceedings of the Second International Conference on Cultural and Digital Tourism.

About the Book Miracles, judgment, helping others, prayer—in getting the most from religion, taking the Bible literally may not work, nor may taking a totally liberal approach. Going Beyond Literalism (In Religion) examines ways to approach religion and faith that allow the faithful to get the most from their efforts. About the Author Rev. Dr. James L. McLeod celebrates many years’ experience in his professional network, and has been noted for achievements, leadership qualities, and the credentials and successes he has acquired in his field. He earned the Albert Nelson Marquis Lifetime Achievement Award from Marquis Who’s Who, the world’s premier publisher of biographical profiles. Dr. McLeod began his career as minister with the Presbyterian Church from 1963 to 1985. Since 1985, he has served as a minister for the Associate Reformed Presbyterian Church, and from 1988 to 1999, he held a post at the First Associate Reformed Presbyterian Church in Augusta, Georgia. During this time, he was also an educator at Georgia State Schools from 1972 to 1991. From 1991 to 2003, he was active as the president of Brunswick Financial in Georgia. Dr. McLeod contributed to the Brunswick Gallery as president from 1993 to 2003. Prior to embarking on his career, Dr. McLeod received his Bachelor of Arts from Washington and Lee University in Lexington City, Virginia in1959. Following this achievement, he earned his Master of Arts and his Bachelor of Divinity from Emory University in Atlanta, Georgia in1968. He concluded his education with a doctorate from Mississippi State University in 1972. Dr. McLeod was ordained to ministry by the Presbyterian Church in 1963. In addition to his career, Dr. McLeod is the author of The Presbyterian Tradition in the South in 1978, The Great Doctor Waddel in 1985, and Flannery O’Connor and Me in 2017, among others. He was a member of the Society of the Cincinnati in Washington, DC in 1970 and a councilman of the city of Brunswick, Georgia from 1994 to 1996. From 1996 to 1998, Dr. McLeod served as mayor pro tempore for the city of Brunswick, Georgia. Dr. McLeod is a fellow of the Antiquaries of Scotland and a member of the National Education Association. He is also a member of the Georgia Association of Educators, the Fulbright Alumni Association, the Pinnacle Club of Augusta, Georgia and Phi Delta Kappa. In 1986, he was named a Scholar of the National Endowment for the Humanities. Dr. McLeod has previously been selected for inclusion in the 33rd edition of Who’s Who in Finance and Industry, the 34th edition of Who’s Who in Finance and Business, and multiple editions of Who’s Who in America, Who’s Who in the South and Southwest, and Who’s Who in the World. The son of a minister, the Rev. Dr. James L. McLeod considers himself a “conservative” Protestant. He has spent thirty-nine years in the ministry and is now retired. Dr. McLeod studied at the Darlington School in Rome, Georgia, and graduated from Washington and Lee University, Lexington, Virginia. He attended Princeton Theological Seminary in Princeton, New Jersey and the Emory University School of Theology (Candler) in Atlanta, Georgia.