Culinary, Hospitality, Travel & Tourism

Integration of internal and external customer, and owners/investor expectations.

~Enables students to understand how managing for quality involves the consideration of three broad sets of expectations within an organization.

 

Use of “live” case studies and examples-Features all industry segments including HDS Services; the Ritz-Carlton Hotel Company; RARE Hospitality International, Inc. (The Capital Grille, LongHorn Steakhouse, and Bugaboo Creek Steak House); the Detroit Athletic Club; and more.

~Helps students apply theory to practice in the real world of the hospitality industry.

 

Focus on the critical role of the internal customer.

~Teaches students that this is where managing for quality begins.

 

The Six Steps of Implementing Quality.

~Shows students how to implement quality using the best practices of a “live” case study.

 

The utilization of a strategic quality plan.

~Demonstrates how to generate and operationalize a shared vision in a high performance service organization.

 

Relevant Tools of the Trade-In a practical, tear-out appendix containing forms and assessment tools.

~Gives students practice in using these metrics and understanding which to apply in each situation.

 

Learning objectives and review questions-In each chapter.

~Alerts students to key content and helps them check their comprehension before moving on.

 

Web sites and activities-In each chapter.

~Supplies students with the chance to expand upon and practice learned concepts.

 

Approximately 150 exhibits, pictures, tables, and photos throughout.

~Enhances text presentation and student understanding of it.

 

Quotes from industry leaders throughout.

~Shares their vision and expertise with students.

  1. An Overview of Managing for Quality.

  2. Champions of Quality.

  3. Quality Management.

  4. Tapping the Organization’s Hidden Strengths.

  5. Team Effectiveness.

  6. Serving External Customers.

  7. CQI Journey.

  8. The Tools of the Trade.

  9. Strategic Quality Plan.

10. Assessing Quality.

11. Implementing Quality.

12. Leading Quality.

13. Quality Life.

14. Final Thoughts.

Appendix. Tools of the Trade Tear Out Sheets.

Introduction to Hospitality Management  (Hospitality)
Customer Service  (Hospitality)
Introduction to the Hospitality Industry  (Hospitality)
Hospitality Administration  (Hospitality)

This package contains:
•   King, Instructor Manual, Managing Quality in the Hospitality Industry (2006)

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