BRASS Business Guide - HOSPITALITY

Synopsis - It has become almost a cliché when it is said "we are living in momentous times". It is certainly a time that is challenging everyone in a way that has not happened before but whether it is more momentous than during the Great wars, during the social revolution of the 60s or during the hard economic days of the 70s is for others to debate. Whatever is true about these days, it is acting as a real catalyst to new thinking, new ideas and a greater open mindedness. One can argue that for much of the millennium years has seen quite a narrow focus in business that has, in fact, acted as a barrier to new leaders breaking through as new concepts. Many senior leaders have accepted that business thinking had become too narrow. In hotels, the focus over the last twenty years became dominated by a mentality that focused predominantly on rooms and almost treated hotels as being a retail concept rather than an experience. Suddenly hotels are looking at both new customer services plus also how to maximise revenues in spaces beyond rooms. For restaurants, it is clear that the consumer is seeking genuine, authentic food styles and offers and rejecting some of the brands of the past. In food service, the model has hardly changed for many years and it is now being challenged. Every venue or business today needs to have a food service offer that adds value and makes a difference.

Over the past few years the hospitality industry has become a lot more sustainable than it used to be. However, the industry's contribution to the sustainable development of our societies is still significantly smaller than it could be. This book specifically addresses the links between operations, tactics and strategy from a sustainable development perspective and moves beyond describing what is to reflect on what could be or even what should be, thus providing students with a concise guide for improving sustainability concepts and businesses in the hospitality industry. Each chapter uses specific cases and examples to reflect on different ways in which sustainability principles can be used for revisiting the host-guest relationship and improving the industry's business processes and models. In doing so, the book provides current and future professionals with guidelines, inspiration and a call for action to take sustainability within the hospitality industry to the next level, based on inclusiveness, equality and a sustainable relationship with our natural environment.

This is a book about being a successful manager in the complex hospitality industry. Approaching the subject in the context of personal development, it offers future managers essential knowledge and insight into the opportunities, the constraints, the problems and the solutions that face management at any level in the industry. Structured in six parts, this comprehensive volume is not merely concerned with the social and psychological aspects of people management, but also with the economics of labour, including: labour costs, utilisation, labour market behaviour and pay. These aspects are conjoined in the book with the skills of people management to reflect the dynamics of real-life practice. Combining theory and practice, Managing People in the Hospitality Industryoffers a concise portrait of the industry at work and is essential reading for the hospitality managers of tomorrow.

Technology Strategies for the Hospitality Industry examines technology strategies for the hospitality industry, from hotels and restaurants, to meetings and events. Written in cooperation with a team of contributing authors from the industry, the 3rd edition includes a new chapter on virtual and augmented reality in hospitality and updated material on current and emerging technologies.

"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students."  -Denise A. Braley, Mitchell College Today's economy is dominated by the rapidly growing service sector. Even businesses primarily selling goods are reinventing their image and positioning themselves as service providers. Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael C. Sturman emphasize the critical importance of focusing on the guest and creating that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today's ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership.  Give your students the SAGE edge! SAGE edge offers a robust online environment featuring an impressive array of free tools and resources for review, study, and further exploration, keeping both instructors and students on the cutting edge of teaching and learning.

Success in today's rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company's president and COO Herve Humler. This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today's top hoteliers, restaurateurs, and masters of hospitality management including: Four Seasons Chairman Isadore Sharp: How to build an unsinkable company culture Union Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and more Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach Ritz-Carlton President and COO Herve Humler: How to engage today's new breed of luxury travelers Double-five-star chef and hotelier Patrick O'Connell (The Inn at Little Washington) shares the secrets of creating hospitality connections Designer David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today's travelers Restaurateur Traci Des Jardins on building a "narcissism-free" hospitality culture Legendary chef Eric Ripert's principles of creating a great guest experiences, simultaneously within a single dining room. The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource. As Ritz-Carlton President and COO Herve Humler says in his foreword to the book, "If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you'll find the secrets here."