This textbook provides a detailed insight into the ways in which hospitality experiences are designed and delivered. It covers management issues such as marketing, human resources, operations, quality management, facilities management, project management, and strategy, and is supported throughout...

This is an introduction to a book exploring the growing demand on hospitality managers to incorporate consumer experiences at the forefront of service. An overview is presented of the chapters, which are framed around the themes of (i) people, (ii) service and (iii) places.

This chapter provides an overview of the accommodation industry. It explains the structure of this sector and the various forms of accommodation. With the star system most used throughout the world, the difference between grading and classification of hotels is explained. The importance of planning ...

This chapter examines the interaction between hospitality and culture. More specifically, it is argued that hospitality spaces (hotels, resorts, cruise ships and service spaces within them, including restaurants, bars and cafes) are focal points in the production of tourism culture(s). It is...

This chapter investigates the current and future human capital issues and challenges that confront hotel managers in Indonesia. By identifying areas of concern and providing a future platform, the empirical human capital-focused research discussed in this chapter offers the prospect of raising the...

This chapter introduces the concept of emotional intelligence in general, and then explains the relevance of emotional intelligence for tourism and hospitality businesses. The outline of the book is also presented.

This chapter looks at the sustainable nature of the 'Dubai Luxury Brand' and its ever-expanding hospitality and tourism industries, raising arguments about its long-term sustainability as a luxury destination. As discussed in this chapter, the concept of luxury is contradictory to the sustainable...

This chapter investigates how a major hotel group based in Mauritius, LUX* Resorts & Hotels, has implemented policies geared towards sustainable development. It discusses how the group aligns its strategies with national and international sustainable policies and sheds some light on the types...

To understand why hospitality businesses are engaging more with corporate social responsibilities (CSRs) to improve the human environment, this chapter begins with an historical review of CSRs and then moves on to discuss how CSRs are understood now. It then examines how stakeholders are further...

The aim of this chapter is to present a set of principles that can be used by the hospitality industry to 'nudge' consumers to act more responsibly. The first section presents an underlying context of social responsibility; this is then applied to the characteristics of hospitality. In synthesizing ...