TY  - BOOK
AU  - Hinkin, Timothy R.
TI  - Cases in hospitality management: a critical incident approach 
SN  - 047168693X
AV  - TX 911.3 .H56 2006 
PY  - 2006///
CY  - New Jersey
PB  - John Wiley & Son, Inc.
KW  - HOSPITALITY INDUSTRY -- UNITED STATES -- MANAGEMENT -- CASE STUDIES
N1  - PART ONE: ETHICS. Case 1. Sunspot Resorts. Case 2. The Hawaiian Village. Case 3. A Dog-Eat-Dog World. Case 4. Seaside Plantations. Case 5. The Decision to Serve -- PART TWO: TRAINING AND DEVELOPMENT. Case 6. The Promotion Decision. Case 7. The Swimming Pool. Case 8. Spas International. Case 9. The Apprentice Chef. Case 10. Bongo's -- PART THREE: REWARD SYSTEMS. Case 11. The University Conference Center. Case 12. The New Sales Manager. Case 13. The Incentive System. Case 14. The River Walk Cafe. Case 15. The Cedars -- PART FOUR: COMMUNICATION. Case 16. The Shared Suite. Case 17. Leaving From Rome. Case 18. Room Service, Please. Case 19. The Wounded Bird. Case 20. The Three Hour Brunch -- PART FIVE: POLICIES. Case 21. The Service Guarantee. Case 22. The Parking Lot. Case 23. Bank of USA. Case 24. The Minibar Charge. Case 25. 100 Occupancy -- PART SIX: GROUP DYNAMICS. Case 26. The Reinstatement. Case 27. The Job Opening. Case 28. The Suarro Inn. Case 29. Burrito Sisters. Case 30. The Department Meeting -- PART SEVEN: TECHNOLOGY. Case 31. The Amateur Travel Agent. Case 32. The Concierge's Computer. Case 33. Direct Deposit. Case 34. The Wireless Internet. Case 35. Casino CRM -- PART EIGHT: PROCESS ANALYSIS. Case 36. The Broadbeach. Case 37. The Tarragassett Inn. Case 38. The Tour Voucher. Case 39. The Headwaiter. Case 40. The Mystery Shopper -- PART NINE: SERVICE EXEMPLARS. Case 41. The CD Player. Case 42. Special Needs. Case 43. First Class Upgrade. Case 44. The Spanish Homework. Case 45. The Antler Hotel -- PART TEN: SERVICE RECOVERY. Case 46. The Stolen Sunglasses. Case 47. The ICO Conference. Case 48. The Airline's Response. Case 49. It Stinks. Case 50. Rob Jones Corporation
N2  - Your guide to becoming an effective hospitality manager The hospitality industry is a "people" business. Whether dealing with guests or customers, managers or coworkers, those who work in this industry interact with other people perhaps more than in any other
ER  -