Adrian Martin – författare

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels.

Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors’ extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question ‘Is the customer always right?’, how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers.

This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels.

Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors’ extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question ‘Is the customer always right?’, how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers.

This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.

The Practical Guide to Understanding and Raising Hotel Profitability offers a comprehensive, easy-to-follow breakdown of how to understand profit and loss accounts for hotels. It offers practical advice on how to maximise the profits of this customer-facing business and improve performance results.

Chapters cover every aspect of the profit and loss account including marketing, accommodation, food and beverage sales, quality, budgeting, event sales, and all the corresponding costs involved. It explains all the relevant KPIs and industry quirks within the profit and loss document as well as industry benchmarks to equip the reader with the skills to attend high level meetings, complete finance-based assignments and ultimately run their own business. Valuable tips from leading professionals within the industry are included throughout, giving advice on how to improve hotels’ financial results and positively influence net profit through everyday actions.

Packed full of practical case studies and written in an easy-to-read-style, this book is essential reading for hospitality students and current hospitality and hotel managers.

The Practical Guide to Understanding and Raising Hotel Profitability offers a comprehensive, easy-to-follow breakdown of how to understand profit and loss accounts for hotels. It offers practical advice on how to maximise the profits of this customer-facing business and improve performance results.

Chapters cover every aspect of the profit and loss account including marketing, accommodation, food and beverage sales, quality, budgeting, event sales, and all the corresponding costs involved. It explains all the relevant KPIs and industry quirks within the profit and loss document as well as industry benchmarks to equip the reader with the skills to attend high level meetings, complete finance-based assignments and ultimately run their own business. Valuable tips from leading professionals within the industry are included throughout, giving advice on how to improve hotels’ financial results and positively influence net profit through everyday actions.

Packed full of practical case studies and written in an easy-to-read-style, this book is essential reading for hospitality students and current hospitality and hotel managers.

Loss of biodiversity is one of the great environmental challenges facing humanity but unfortunately efforts to reduce the rate of loss have so far failed. At the same time, these efforts have too often resulted in unjust social outcomes in which people living in or near to areas designated for conservation lose access to their territories and resources. In this book the author argues that our approach to biodiversity conservation needs to be more strongly informed by a concern for and understanding of social justice issues.

Injustice can be a driver of biodiversity loss and a barrier to efforts at preservation. Conversely, the pursuit of social justice can be a strong motivation to find solutions to environmental problems. The book therefore argues that the pursuit of socially just conservation is not only intrinsically the right thing to do, but will also be instrumental in bringing about greater success.

The argument for a more socially just conservation is initially developed conceptually, drawing upon ideas of environmental justice that incorporate concerns for distribution, procedure and recognition. It is then applied to a range of approaches to conservation including benefit sharing arrangements, integrated conservation and development projects and market-based approaches such as sustainable timber certification and payments for ecosystem services schemes. Case studies are drawn from the author''s research in Rwanda, Uganda, Tanzania, Laos, Bolivia, China and India.

Loss of biodiversity is one of the great environmental challenges facing humanity but unfortunately efforts to reduce the rate of loss have so far failed. At the same time, these efforts have too often resulted in unjust social outcomes in which people living in or near to areas designated for conservation lose access to their territories and resources. In this book the author argues that our approach to biodiversity conservation needs to be more strongly informed by a concern for and understanding of social justice issues.

Injustice can be a driver of biodiversity loss and a barrier to efforts at preservation. Conversely, the pursuit of social justice can be a strong motivation to find solutions to environmental problems. The book therefore argues that the pursuit of socially just conservation is not only intrinsically the right thing to do, but will also be instrumental in bringing about greater success.

The argument for a more socially just conservation is initially developed conceptually, drawing upon ideas of environmental justice that incorporate concerns for distribution, procedure and recognition. It is then applied to a range of approaches to conservation including benefit sharing arrangements, integrated conservation and development projects and market-based approaches such as sustainable timber certification and payments for ecosystem services schemes. Case studies are drawn from the author''s research in Rwanda, Uganda, Tanzania, Laos, Bolivia, China and India.