This book critically explores conflict and hostility in a range of hospitality settings and from a broad stakeholder perspective.The provision of accommodation, food, and drink in commercial settings has conflict at its core because the commercial transaction between hosts and guests can result in a clash of expectations between the server and served. These service encounters involve stakeholders other than immediate personnel and their clients; owners, managers, local communities,...

Presenting expert-led discussion of a range of themes and topics, Prejudice and Discrimination in Hotels, Restaurants and Bars explores the rigidities that restrict recruitment into frontline job roles in hotels restaurants and bars.Despite decades of legislation banning gender and racial discrimination in most service economies, selecting the ‘right person for the job’ in practice results in some applicants appearing to be ‘more right’ than others. This book makes a uniqu...

This is the first book to explore workforce slavery and liberation together within commercial hotel, restaurant and bar activities, the hospitality industry being particularly vulnerable to potential illegal action and reputational damage via involuntary involvement in human trafficking and sexual exploitation.Slavery is the most oppressive form of labour exploitation and is illegal in Western Europe and most of the industrialised world. On the other hand, ‘neo-slavery’ oppresses t...

A comprehensive and wide-ranging introduction to operational hotel management, this textbook brings together business administration, management and entrepreneurship into a complete overview of the discipline. Essential reading for students of hospitality management, the book also benefits from online support materials.

A concise, practical guide that provides the skills and knowledge for current and future managers across the hospitality industry.The book provide a concise resource for all emerging hospitality managers, and for academics preparing students forcareers within the hospitality industry.With a ‘how to do’ agenda, the authors offer a practical guide to the skills and knowledge needed by those who will be managing bars, restaurants and hotels in the fast moving hospitality retail...

In recent years there has been a growing interest in the study of hospitality as a social phenomenon. This interest has tended to arrive from two communities. The first comprises hospitality academics interested in exploring the wider meanings of hospitality as a way of better understanding guest and host relations and its implications for commercial settings. The second comprises social scientists using hosts and guests as a metaphor for understanding the relationship between host communi...

This book provides a complete overview of timeshare development and operation models. The authors take a comprehensive look at the present and future of this growing segment of the hospitality industry, including specialized approaches to marketing, human resources, service quality, finance, legal considerations and professional ethics. Timeshare, or vacation ownership, is a relatively recent leisure phenomenon. It emerged in the late 1950s as a way to secure extra capital resources to fun...

'In Search of Hospitality' is a unique contribution to the study of hospitality, exploring the practice of hospitality across disciplines, and adopting an international perspective where appropriate. 'In Search of Hospitality': *brings together an extraordinary collection of leading researches and writers in hospitality, sociology, philosophy and social history, providing a truly global perspective on hospitality * focuses the study of hospitality across the range of human, social and econ...

'Empowerment: HR strategies for service excellence' shows managers and students the importance of empowerment as part of human resource strategy. It provides a critical perspective of this established vital management technique, identifying factors that will lead to a win: win situation for all concerned. When successfully incorporated as part of HR strategy, empowerment can: * enable organizations to gain commercial and competitive advantage * become more flexible * improve employee commi...

Organization Behaviour for Leisure Services provides the reader with the conceptual tools necessary for analysing organizational behaviour in the context of hospitality, leisure and tourism provision, and understaanding events in order to take appropriate management action.Taking the view that leisure services involve an array of industry sectors - they are related, for instance, to work-time spent eating, drinking and staying away from home, as well as the more obvious re...

'Business Development in Licensed Retailing: a unit manager's guide' details the indispensable skills and techniques needed to manage units within licensed retail organisations in a flexible and entrepreneurial manner. This book: · Forms the basis of a complete course for a unit manager's development. · Provides an overview of the range of skills needed for effective unit management. · Supports the development of techniques with examples from existing best practice and case examples from c...

'Franchising in the Hospitality Industry' provides an overview of the issues, debates and challenges associated with business franchising. In two parts, this text firstly looks at the issues from both an academic and practitioner perspective. The second part looks more closely at service sector groups in the hospitality industry, such as hotels, leisure and catering using national and international examples and illustrations. These demonstrate how the theories and debates discussed in the ...