The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice


This cutting edge and comprehensive book?with contributions from the star faculty of Cornell University's School of Hotel Administration?offers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to:

  • Develop...
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This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to:

  • Develop and manage a multinational career and become a leader in the hospitality industry
  • Maximize profits from franchise agreements, management contracts, and leases
  • Understand and predict customer choices, and motivate your staff to provide outstanding service
  • Manage hospitality businesses and the real estate underlying the businesses
  • Control costs, coordinate branding strategy, and manage operations across multiple locations
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Product Details

  • ISBN-13: 9780470554999
  • Publisher: Wiley, John & Sons, Incorporated
  • Publication date: 4/26/2011
  • Edition number: 1
  • Pages: 500
  • Sales rank: 441,360
  • Product dimensions: 6.00 (w) x 9.10 (h) x 1.70 (d)

Meet the Author

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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Table of Contents

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).


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).


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).


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. deRoos, and Kevin Fitzpatrick).

Chapter 21: Planning and Programming a Hotel (Jan A. deRoos).

Chapter 22 Measuring Hotel Risk and Financing (Peter Liu and Daniel Quan).


Chapter 23 Segmenting and Targeting Your Market: Strategies and Limitations (Michael Lynn).

Chapter 24 New Media: Connecting with Guests Throughout the Travel Experience (Lisa Klein Pearo and Bill Carroll).

Chapter 25 Building and Managing Your Brand (Robert J. Kwortnik).

Chapter 26 Hotel Revenue Management in an Economic Downturn (Sheryl Kimes and Chris Anderson).

Chapter 27 Addressing Employee Lawsuits (David Sherwyn and Paul E. Wagner).

Chapter 28 Coordinating Information and Controlling Costs (Gordon Potter).

Chapter 29: Making the Most of your Human Capital (J. Bruce Tracey and Sean A. Way).

Chapter 30 You Can't Move All Your Hotels to Mexico: Unions and the Hospitality Industry (David Sherwyn).

Chapter 31 The Integrity Dividend in Hospitality Leadership (Tony Simons).


Chapter 32 Afterword: Where Do You Go From Here (Michael C. Sturman, Jack B. Corgel, and Rohit Verma).


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