Hotel and restaurant owners will benefit from the information contained in this book. It contains a new chapter on the developing area of casino law, including coverage of negligence, sexual harassment and trademark infringement. Legal issues unique to the casino industry such as Indian tribal law and maritime law are also covered. ... more →
How safe are millions of travelers who visit hotels and motels each year? While most people feel secure within the innkeeping environment, CHOCOLATES FOR THE PILLOWS, NIGHTMARES FOR THE GUESTS reveals, for the first time, that many hotels and motels have failed to provide adequate security and that guests are quite often the victims of ... more →
In all his work Bernd Schmitt sets about scraping away the conventional marketing wisdom. Schmitt’s prescription makes it more satisfying to be a customer, more satisfying to be a brand manager. I hope desperately that every company with which I do business reads this book.
Martyn Straw, Chief Strategy Officer, BBDO ... more →
Provides a broad range of research and commentary on issues in the management of modern hotel departments for students. Covers changes in the industry reflecting the economy, organizational design, interdepartmental conflict in hotels, food and beverages, entertainment, front office management, marketing, financial control, and managing ... more →
Here's how your company can take customer satisfaction to a new level and reap the profits!
The Customer Delight Principle shows how customer delight -- not mere satisfaction -- drives repeat purchasing and customer loyalty. The book details how your company can build a customer delight-oriented organization and reveals many ... more →
Alfred A. Marcus, a professor at the University of Minnesota, Carlson School of Management, reviewed detailed performance metrics for the 1,000 largest U.S. corporations, identifiying the 3.2% that have consistently outperformed their industries for a full decade. In his book, Big Winners and Big Losers: The 4 Secrets of Long-term ... more →
John C. Maxwell has done exactly that in The 21 Irrefutable Laws of Leadership. He has combined insights learned from his thirty-plus years of leadership successes and mistakes with observations from the worlds of business, politics, sports, religion, and military conduct. The result is a revealing study of leadership delivered as only a ... more →
From Library Journal
Bossidy, an award-winning executive at General Electric and Allied Signal, came out of retirement to tend to Honeywell (and bring it back to prominence) after it failed to merge with General Electric. Charan has taught at Harvard and Kellogg Business Schools. Collaborating with editor and writer Burck, they ... more →
What do you do if you're running the worst airline in the country,one that customers hate and that's been through Chapter 11 twice in the last 10 years? If you're lucky, you'll call Gordon Bethune. Before Bethune arrived, Continental had been ravaged by the likes of Frank Lorenzo and airline deregulation--it was considered the ... more →
From Publishers WeeklyRejecting conventional rational actor theories, this dense volume of management theory argues that emotions deeply impact economics. Customer loyalty comes from a non-rational, even addictive passion (such that customers can actually suffer from withdrawal if deprived of a specific brand) based on ... more →