Cornell School of Hotel Administration on Hospitality

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.

• Foreword xiMichael D. JohnsonChapter 1 Four Paths to Success in the Hospitality Industry 1Michael C. Sturman, Jack B. Corgel, and Rohit VermaChapter 2 The Essence of Hospitality and Service 5Giuseppe PezzottiPart I Success in Your Hospitality CareerChapter 3 Preparing for a Successful Career in the Hospitality Industry 21Kate Walsh, Michael C. Sturman, and Bill CarrollChapter 4 The Listening Fast Track 37Judi BrownellChapter 5 Developing and Managing Your Multinational Career 52Jan KatzChapter 6 Becoming a Leader in the Hospitality Industry 65Timothy HinkinPart II Success Through Operations and Service ExcellenceChapter 7 Understanding and Predicting Customer Choices 83Rohit VermaChapter 8 Guiding the Guest Experience 97HaeEun Helen ChunChapter 9 Harnessing the Power of Your Culture for Outstanding Service 111Robert Ford and Michael C. SturmanChapter 10 A Scientific Approach to Managing Hospitality Operations 127Gary M. ThompsonChapter 11 Motivating Your Staff to Provide Outstanding Service 142Michael C. Sturman and Robert FordChapter 12 How to Build Service Quality into Your Operation 159Alex M. SusskindChapter 13 Demand Management 174Bill CarrollChapter 14 Revenue Management for Enhanced Profitability: An Introduction for Hotel Owners and Asset Managers 192Chris Anderson and Sheryl KimesChapter 15 Competing Successfully with Other Hotels: The Role of Strategy 207Cathy A. EnzChapter 16 Focus on Finance: Aiming for Restaurant Success 227Alex M. Susskind and Rupert SpiesPart III Success as a Real Estate and Business OwnerChapter 17 Hospitality Property Ownership: Where You Fit in 247Jack B. Corgel, Robert Mandelbaum, and R. Mark WoodworthChapter 18 Hospitality Properties: How Much to Pay if You’re Buying; How Much to Ask if You’re Selling 270Jack B. CorgelChapter 19 Gaining Maximum Benefit from Franchise Agreements, Management Contracts, and Leases 293Jan A. deRoosChapter 20 Developing and Renovating Hospitality Properties 309Jack B. Corgel, Jan A. deRoos, and Kevin FitzpatrickChapter 21 Planning and Programming a Hotel 321Jan A. deRoosChapter 22 Measuring Hotel Risk and Financing 333Peng Liu and Daniel QuanPart IV Success Through Managerial ExcellenceChapter 23 Segmenting and Targeting Your Market: Strategies and Limitations 353Michael LynnChapter 24 New Media: Connecting with Guests throughout the Travel Experience 370Lisa Klein Pearo and Bill CarrollChapter 25 Building and Managing Your Brand 388Robert J. KwortnikChapter 26 Hotel Revenue Management in an Economic Downturn 405Sheryl Kimes and Chris AndersonChapter 27 Addressing Employee Lawsuits 417David Sherwyn and Paul E. WagnerChapter 28 Coordinating Information and Controlling Costs 430Gordon PotterChapter 29 Making the Most of Your Human Capital 444J. Bruce Tracey and Sean A. WayChapter 30 You Can’t Move All Your Hotels to Mexico: Unions and the Hospitality Industry 455David Sherwyn and Paul E. WagnerChapter 31 The Integrity Dividend in Hospitality Leadership 469Tony SimonsFinal ThoughtsChapter 32 Afterword: Where Do You Go from Here? 483Michael C. Sturman, Jack B. Corgel, and Rohit VermaIndex 487