The SAGE Handbook of Hospitality Management


Edited by: Bob Brotherton & Roy C. Wood

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  • Chapters
  • Front Matter
  • Subject Index
  • Part One: Key Themes in Hospitality Management

    Part Two: Generic Management Functions in the Hospitality Industry

    Part Three: Specialized Management Functions in the Hospitality Industry

  • Copyright

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    List of Tables

    List of Figures


    Helen Atkinson is Principal Lecturer at the School of Service Management in the University of Brighton, UK. She has a background in Hospitality Management, a BA (Hons) Accounting and Finance and is a qualified Management Accountant with CIMA. She has an MBA from Henley Management College and has lectured, researched and published in the area of hospitality accounting since 1989 and is currently on the education committee of BAHA (the British Association of Hospitality Accountants). Her research interests include; strategic management accounting; performance management; strategy implementation in the hospitality and service industries and approaches to budgeting in hotels. She has published in journals and text books.

    Clayton Barrows is Professor of Hospitality Management at the University of New Hampshire, USA. He has worked in the hospitality industry and hospitality education in North America for 25 years, most recently at the University of Guelph, Canada. His areas of expertise are food and beverage management and private club management. He has published numerous articles in both of these areas in such journals as the Journal of Foodservice Business Research and the International Journal of Contemporary Hospitality Management. Additionally, he has co-authored four books relating to the hospitality industry. He is editor of the International Journal of Hospitality and Tourism Administration, a Haworth Press publication.

    Paul Beals, PhD, is Visiting Professor at France's IMHI-ESSEC Business School, where he is responsible for MBA courses in finance and hotel real estate. For more than 25 years, Beals's academic research and consulting have been concentrated in hotel-industry development and financing, asset management, and management contracts. He is the editor, along with Greg Denton, of Hotel Asset Management: Principles and Practices, published in 2004 by the Educational Institute of the American Hotel and Lodging Association. In addition to two other books he has written more than 50 book chapters and articles, primarily in the area of hotel finance and investments, which have appeared in The Cornell Hotel and Restaurant Administration Quarterly, Journal of Real Estate Finance, Real Estate Review, Journal of Hospitality Financial Management, Journal of Retail and Leisure Property, L'Hôtel Revue, and Le Monde. A member of Phi Beta Kappa, the Hospitality Asset Managers Association (HAMA), and the Cornell Hotel Society, he has earned master's and doctorate degrees from Cornell University.

    John Bowen is the Dean of the Conrad N. Hilton College of Hotel and Restaurant Management at the University of Houston, USA. John has presented marketing courses and seminars in Asia, Australia, Central America, Europe, Mexico and South America. He has published over 100 articles on marketing. John is a co-author of Marketing for Hospitality and Tourism, the leading hospitality marketing text worldwide. It is currently published in eight languages. He is also the co-author of Restaurant Marketing for Owners and Managers. John has won numerous awards for both his teaching and research. John's industry experience was in the area of food and beverage. He worked in hotels, freestanding restaurants and as the corporate food and beverage manager for a hotel management company.

    Bob Brotherton, PhD, was, until 2004, a Principal Lecturer in Hospitality Management at the Manchester Metropolitan University, UK, where he held positions of Director of undergraduate, and latterly postgraduate, Hospitality and Tourism programs. Prior to this he was a Reader in Hospitality Management at Blackpool and the Fylde College. He has published numerous articles in peer-reviewed journals, presented papers at international conferences, undertaken consultancy assignments in the UK and other countries, acted as an external examiner to numerous universities in the UK and overseas, and has produced three edited texts relating to the hospitality industry. He is presently semi-retired and living in Southern Spain, where he is currently writing a new textbook on research methods for hospitality and tourism students.

    Judi Brownell is a professor of organizational communication and Dean of Students at the School of Hotel Administration, Cornell University, USA. She has served as the Associate Dean for Academic Affairs and as the Richard J. and Monene P. Bradley Director for Graduate Studies. Professor Brownell teaches graduate and undergraduate courses in organizational behavior, leadership, management communication, and human resources and has also instructed courses in Asia and Europe. She participates regularly in the School's executive education programs and has designed and conducted training seminars for a wide range of hospitality, educational, high-technology, and other work organizations. Current research projects include the career challenges women hospitality leaders confront, and the competencies associated with career development in the hospitality industry. Dr. Brownell is author of several textbooks, including Listening: Principles, Attitudes, and Skills (Allyn and Bacon, 2006), and Organizational Communication and Behavior: Communicating for Improved Performance (Holt, Rinehart, and Winston, 1991). She is currently co-authoring an organizational behavior text for hospitality managers, and has published over eighty articles in refereed discipline and hospitality industry journals.

    Eliza Ching-Yick Tse is a professor of School of Hotel and Tourism Management and the Director of Hotel Management Services at The Chinese University of Hong Kong. She was also a faculty member at the Virginia Polytechnic Institute and State University, USA where she received her PhD degree. Dr. Tse has published numerous articles in top refereed journals and proceedings. Her primary research interests are in the areas of strategic management, information technology, and market analysis. In addition to co-authoring Strategic Management in the Hospitality Industry, she also has been a chapter contributor to a number of books. Dr. Tse is the editor of the Journal of the International Academy of Hospitality Research and she serves on the editorial board for Cornell Hotel and Restaurant Administration Quarterly and Asia Pacific Journal of Tourism Research. She was the past President for ApacCHRIE chapter and she has just been elected as the Director of Marketing for the International Council on the Hotel, Institutional and Education Board.

    Julia Christensen Hughes is professor in the School of Hospitality and Tourism Management, College of Management and Economics, at the University of Guelph in Ontario, Canada, where she teaches strategic human resource management. Julia is also President of the Society for Teaching and Learning in Higher Education (STLHE), a national association of academics committed to the enhancement of teaching and learning in higher education. Julia's research interests include strategic and universal HRM, HRM issues unique to resort communities, empowerment, motivation and workforce diversity. She holds an MBA and PhD in Organizational Behavior from York University's Schulich School of Business and a BComm from the University of Guelph.

    Robert Christie-Mill is a professor in the School of Hotel, Restaurant and Tourism Management in the Daniels College of Business at the University of Denver, USA. He holds a PhD and an MBA from Michigan State University and a BA from the University of Strathclyde's Scottish Hotel School. He has worked for Trust House Forte, Canadian Pacific, McTavish's Kitchens and Inter-Continental Hotel Corporation. He is author/co-author of The Tourism System, Tourism: The International Business, Managing for Productivity in the Hospitality Industry, Restaurant Management: Customers, Operations and Employees, Resorts: Management and Operation and Managing the Lodging Operation. Most are in multiple editions and have been translated into Korean, Portuguese, Indonesian, and Chinese. He has been a chapter contributor to an additional five books in the areas of marketing and hospitality operations, and he has scores of refereed and non-refereed articles in academic journals in addition to trade press articles.

    Dan Connolly, PhD, is an assistant professor of information technology and electronic commerce at the University of Denver's Daniels College of Business, USA, with a dual appointment in the School of Hotel, Restaurant and Tourism Management and in the Department of Information Technology and Electronic Commerce. His teaching, research, and consulting are in the areas of information technology strategy and electronic commerce. Dr. Connolly has authored or co-authored numerous publications, including a book entitled Technology Strategies for the Hospitality Industry (Pearson Prentice Hall, 2005), and routinely presents his work at industry and professional conferences and symposiums around the world. He is a founding father and advisor to Hotel Technology Next Generation (HTNG), a board member for the Hotel Information Technology Association (HITA), and vice-chairman of the American Hotel and Lodging Association's Technology Committee. Before joining the faculty at the University of Denver, Dr. Connolly spent nearly eight years working for Marriott International at its corporate headquarters and served on the faculties of Cornell University, Michigan State University, Virginia Tech, and Concord College, where he taught graduate and undergraduate courses in information technology, strategic management, finance, and hospitality administration. Dr. Connolly earned his Ph.D from Virginia Polytechnic Institute and State University, his MBA from American University, and his BS from Cornell University.

    Yuksel Ekinci, MSc, MA, PhD, is a senior lecturer at the University of Surrey, UK. He set up and managed his own business (King Hotel) prior to starting his career in international hospitality companies (Hilton, Grand Hotel Trabya, Istanbul). Yuksel enjoys working with people who have different backgrounds in industry and academia. To this end, he completed joint consultancy projects for private sector companies (e.g., Compass, OCi, IBM, Marketpoint, UK) and the public sector agencies (EU, MRC) relating to customer satisfaction, brand loyalty, CRM and quantitative data analysis. Yuksel has published more than 25 refereed journal articles on service quality, customer satisfaction and services branding and presented research papers at international conferences such as EMAC, CHRIE, TTRA, and EIRASS. He is a member of the editorial review board for Journal of Travel Research, Journal of Retailing and Consumer Services, Tourism Analysis, Advances in Tourism and Recreation Research, Anatolia and e-Tourism Review.

    Cathy A. Enz is The Lewis G. Schaeneman Professor of Innovation at the School of Hotel Administration at Cornell University, USA, where she also serves as the associate dean for industry research and affairs. Dr. Enz has published over seventy journal articles, book chapters, and three books in the area of strategic management and organization studies. Her book, American Lodging Excellence: The Key to Best Practices in the U.S. Lodging Industry was the winner of an excellence award from the American Hotel and Lodging Association. In addition to teaching competitive strategy and innovation courses she presents in numerous executive programs in Europe, Asia, and Central America, and consults extensively in North America.

    Arnaud Frapin-Beauge is a graduate of The Scottish Hotel School at the University of Strathclyde and has a Masters degree from the University of Perugia and Postgraduate Certificate in Advanced Academic Practice. He has many years experience working in hotels in Front of House departments, in positions such as Night Manager, Reservation Manager and Reception Manager and has been teaching since 2000 in Swiss hotel schools. He is currently Senior Lecturer at the International Hotel Management Institute (IMI) Luzern since 2002 teaching front office, accommodation management, marketing and tourism subjects.

    Donald Getz, PhD, is a professor at the University of Queensland, Australia and School of Tourism, Haskayne School of Business, University of Calgary, and a visiting professor at the University of Goteborg, who teaches, conducts research and consults in the fields of tourism, hospitality and event management, with specific interests in destination and resort management, events, small and family businesses, and wine consumption and tourism. He has authored a general text entitled Event Management and Event Tourism, now in its second edition (2005) and recently completed the book Event Studies: Theory, Research and Policy for Planned Events (2007). Some of his current research concerns the relationship between involvement in sports and lifestyle elements and event-related travel. He has also co-authored the book The Family Business in Tourism and Hospitality (with Jack Carlsen and Alison Morrison, 2005), Explore Wine Tourism (2000), and co-edited (with Stephen Page) The Business of Rural Tourism.

    Yvonne Guerrier is Professor of Organization Studies and Dean of the School of Business and Social Sciences at Roehampton University, London. She is author or editor of several books and numerous refereed articles on work in the hospitality industry, and is particularly interested in the work of customer service staff and in managers and their careers.

    Mark G. Haley, CHTP is a Prism Partner overseeing the firm's Technology practice. Services include strategy development, needs analysis, system selection, specification development and more. Relevant technologies include customer relationship management, Internet applications, property management, central reservations and global distribution systems, and all aspects of hotel voice and data communications. He speaks frequently at hospitality industry conferences and has written numerous articles and handbooks on hospitality technology. Haley has been consulting since 1997, having founded High Touch Technologies after spending 15 years with ITT Sheraton. He started at Sheraton at the front desk and left as the director of property technology after assuming a number of positions of increasing responsibility at every level of the corporation. Mark Haley is currently the chairman of the American Hotel and Lodging Association's Technology Committee and a member of the Hospitality Financial and Technology Professional's (HFTP) Northeast Region's Board of Directors. He is a graduate of the University of Virginia and the University of Denver's School of Hotel, Restaurant, and Tourism Management.

    Jeffrey S. Harrison is the W. David Robbins Chair of Strategic Management in the Robins School of Business at the University of Richmond. Prior to his current appointment, he served on the faculty at Cornell University. Dr. Harrison's research interests include strategic management and business ethics, with particular expertise in the areas of mergers and acquisitions, diversification, strategic alliances and stakeholder management. Much of his work has been published in prestigious academic journals such as Academy of Management Journal, Strategic Management Journal, and Journal of Business Ethics. He has authored or co-authored six books and worked as a consultant or trainer for a wide range of companies.

    Giri Jogaratnam, PhD, is Professor of Hotel and Restaurant Management at Eastern Michigan University (EMU). Most recently, Dr. Jogaratnam spent two years at the Hong Kong Polytechnic University before returning to EMU. He has published in premier peer-reviewed journals including Journal of Hospitality and Tourism Research, Cornell Hotel and Restaurant Administration Quarterly, International Journal of Hospitality Management, Journal of Travel and Tourism Marketing, Journal of Vacation Marketing, Tourism Management, and International Journal of Contemporary Hospitality Management. He has also been recognized by his academic peers for research excellence. Most recently he received the Article of the Year Award - from the Journal of Hospitality and Tourism Research (2003). He also received the Best Paper Award at the International Society of Travel and Tourism Educators (ISTTE) Annual Conference in 2005.

    Novie Johan is a graduate of the MBA Program at the School of Hospitality and Tourism Management from the University of Guelph. She is currently working as a Course Developer and Research Assistant focusing on training, education and marketing in the Hospitality and Tourism Industry. She has international experience with travel agents, airlines, hotels and restaurants in Indonesia, Switzerland, USA and Canada. She is a member of the Travel and Tourism Research Association (TTRA) and Pacific Asia Travel Association (PATA). She is also an assistant to the editor of International Journal of Hospitality and Tourism Association (IJHTA), a Haworth Press publication.

    Peter Jones, PhD, is the ITCA Professor of Production and Operations Management, and formerly the Forte Professor of Hotel Management at the University of Surrey. He is the author or editor of nine textbooks and over 30 refereed journal articles, and has presented at conferences in thirteen countries on five continents. His research has focused on the application of operations management theory to the hospitality industry. He has a doctorate from the University of Surrey and an MBA from London Business School.

    Tracy Jones is a senior lecturer in the Department of Leisure, Tourism and Hospitality at the University of Gloucestershire. She worked in various sectors of the industry before joining Oxford Brookes University to complete her HCIMA professional qualifications, being awarded the Greene Belfield-Smith Award for achieving the highest marks nationally in the financial management examination. She remained at Oxford Brookes, completing a BSc (Hons) in Hotel and Catering Management and an MPhil for her research into the financial and operational information needs of managers. Her main teaching areas are applied finance and accounting. Her research, for a PhD, is concerned with hotel budgeting practices. She has published her work in a number of journals and books, as well as presenting research at conferences.

    Conrad Lashley CMBII, is professor and Director of the Centre for Leisure Retailing at Nottingham Business School, Nottingham Trent University, UK. He has undertaken a cluster of commercial research projects for firms in the licensed retail sector, and has published extensively about licensed retailing in the UK. His clients include J D Wetherspoon, Everard's Brewery, Greene King, The Publican, and the British Institute of Innkeeping. He is currently Chair of the panel of judges for the BII's national training awards, an annual event which celebrates training excellence in licensed retailing.

    Andrew Lockwood, PhD, is the Forte Professor of Management and Deputy Head of the School of Management at the University of Surrey, where he teaches undergraduate and postgraduate courses in international hospitality management, operations management, and operations analysis. He has developed and taught short courses for the hospitality industry in the UK, Bali, Bulgaria, Crete, Cyprus, Ireland, and Mauritius. He also has extensive experience of hospitality education, having taught from craft to masters degree levels. He has been external examiner at a number of higher education institutions and was a member of the HEFCE review panel on Hospitality Management Education in 1997/8 and specialist advisor to the RAE on hospitality research in 1996/7. He has written or edited ten books and over 100 articles, chapters and conference papers on the management of hospitality operations. His longstanding research interests lie in the fields of service quality management, hospitality education and managerial activity in the hospitality industry. He is Chair of the HCIMA's quality working group and was instrumental in devising their Hospitality Assured programme.

    Michael Riley is Professor of Organizational Behavior at the School of Management University of Surrey, Guildford, UK where he is Director of Postgraduate Research Studies. He studied labor economics, industrial relations and manpower planning at the University of Sussex, UK and was later awarded a doctorate at the University of Essex, UK. He became an academic after a career in human resource management in the hospitality industry. His work over two decades centers upon tourism employment issues, labor markets and human resource management and occasionally on aspects of consumer behavior in tourism.

    Udo A. Schlentrich is a professor and Director of the Rosenberg International Center of Franchising in the Whittemore School of Business and Economics, University of New Hampshire, USA and a member of the board of the Educational Foundation of the International Franchise Association. He is a graduate of the Lausanne Hotel Management School, Cornell University, and holds his PhD from Strathclyde University. Schlentrich is engaged in advancing the field of franchising and hospitality marketing through applied research, teaching and outreach. Prior to embarking on his educational career, Schlentrich held CEO and senior board level positions with leading American and international hospitality organizations such as Hilton International, Loew's, Stakis, Omni International, Preferred Hotels and Steigenberger. He is a regular consultant for international hospitality and investor groups.

    Constantinos Verginis is a senior manager (Real Estate and Hospitality Consulting) with Deloitte and Touche (Middle East) based in Dubai, United Arab Emirates. Prior to this he was an Assistant Professor at the Emirates Academy of Hospitality Management, Dubai, teaching accounting and finance. Costas completed his doctorate with the University of Strathclyde, Scotland, in the area of real estate (hotel) finance. Dr. Verginis has worked for a number of years with a number of international hotel operators in Greece, Cyprus, Switzerland, and the UK. He began his teaching career at The Scottish Hotel School, University of Strathclyde. With Roy C. Wood he is the co-editor of Accommodation Management: Perspectives for the International Hotel Industry and has co-authored several journal articles and conference papers in the field of hospitality management.

    Kate Walsh is an assistant professor of Management at Cornell University's School of Hotel Administration. She received her PhD from Carroll's School of Management at Boston College. Her primary research is in the area of services, specifically the influence of professional career management on outcomes for service firms. Dr. Walsh also conducts research examining the role of human capital investments on organizational performance. Her work has appeared in a number of outlets including Organization Science, Journal of Applied Behavioral Science, Learning Organization, International Journal of Hospitality Management, Trends in Organizational Behavior and the Cornell Hotel and Restaurant Administration Quarterly.

    Roy C. Wood FHEA, FIH was, until 2003, Professor of Hospitality Management at The Scottish Hotel School, University of Strathclyde, Glasgow, which he originally joined as a lecturer in 1984. In 2001 he took a leave of absence to become Principal and Managing Director of IMI Institute of Hotel and Tourism Management in Luzern, Switzerland, a private school. In July 2006 Dr Wood moved to The Oberoi Group, one of the world's leading hotel companies, as Dean of the Oberoi Centre of Learning and Development, the company's corporate management training centre, where he remained until April 2008. He is currently employed by the Dhadabai Group in Bahrain as Chief Operating Officer of the Gulf Hospitality and Tourism Education Company, the largest private sector provider of hospitality training and education in the Middle East. Dr Wood is the author, co-author, editor or co-editor of 15 books and over 60 research papers in refereed journals as well as numerous other publications. He is a member of the Hong Kong Council for Accreditation of Academic and Vocational Qualifications (for tourism and hospitality subjects), and holds or has held numerous visiting academic appointments in universities in Europe and Asia. He is a Fellow of both the UK Higher Education Academy (formerly the UK Institute for Learning and Teaching) and the UK Institute of Hospitality.

    Larry Yu, PhD, is an associate professor in the Department of Tourism and Hospitality Management, School of Business and Public Management, at the George Washington University at Washington, DC. He currently serves as the Chair of the Department. His teaching and research interest focuses on international tourism and hospitality development and management. He is the author of The International Hospitality Business: Management and Operations. He consults with international hotel companies, government agencies and international organizations, such as Choice Hotels International, Mandarin Oriental Hotels and InterContinental Hotels, US government agencies and the World Bank Group. He has worked on numerous tourism and hospitality projects in Africa, Asia and North America. He is also a visiting professor at Shanghai Institute of Tourism in Shanghai, China.

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