Böcker av Sophea Tieng

Service excellence is about delivering to the customer expectation, and then meeting and slightly exceeding that expectation. Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. This book analyses important drivers of service excellence in the tourism and hospitality industry. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.

This book gives an insight to the introduction, initiatives and community engagement in community based tourism, along with its management and marketing. It also defines the paradoxes involved and the building of community capaicty for tourism development and further discusses the community based tourism in the light of the developing world in addition to the sustainable tourism and indigenous people. In the end, it addresses the future challenges and opportunities involved in its management.

Explains the various kinds of costs that can be incurred in the food and beverage industry. The book lists various ways in which managers ensure that they control costs on various aspects of the industry. It also suggests methods and industry practices to make sure that costs can be regulated to ensure profits.

Discusses the concept of hospitality. The covers management of the food and beverage department, laundry management, planning and design, safety, technological advances, customer satisfaction, sustainability, and training.

Explains cultural tourism. The book discusses cross-cultural behaviour and its effect in tourism, the relation of cultural tourism to heritage sites, the participation of the local community, the marketing of various cultures, and the management of the environment in the cultural tourism.

Examines various aspects of hotel planning and development, including an extensive overview of necessary planning and development in hotels. The book includes definitions of hotel design, development, and market analysis.

Entrepreneurship is the backbone of a strong economy. In the rapidly evolving hospitality, tourism and leisure sector worldwide this is particularly true. This book explains and analyses entrepreneurship and hospitality management issues in the creative and cultural sectors.