Robert C. Ford

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, Third Edition 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 Sturman emphasize the critical importance of focusing on the guest and creating an 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. Included with this title: LMS Cartridge: Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don’t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site.

In Leading with a Laugh: 101 Funny Stories with 300 Serious Lessons for Managers, Speakers, and Trainers, coauthors Dr. John W. Newstrom and Dr. Robert C. Ford reveal keys to successfully improving the art and craft of management based on using appropriate professional humor. This book offers playful stories and anecdotes as useful management tools to initiate a broad range of discussions on topics such as team building, productivity, motivation, personal integrity, and providing winning customer service. This text includes over 300 professional lessons and 300 management insights. The primary contribution (value added) of this book is to encourage readers to use humor as a tool to stimulate self-reflection, insightful group discussions, and personal improvements at work.