Cornell Hospitality Management: Best Practices

The Next Frontier of Restaurant Management brings together the latest research in hospitality studies to offer students, hospitality executives, and restaurant managers the best practices for restaurant success. Alex M. Susskind and Mark Maynard draw on their experiences as a hospitality educator and a restaurant industry leader, respectively, to guide readers through innovative articles that address specific aspects of restaurant management: * Creating and preserving a healthy company culture * Developing and upholding standards of service * Successfully navigating guest complaints to promote loyalty * Creating a desirable (and profitable) ambiance * Harnessing technology to improve guest and employee experiences * Mentoring employees Maynard and Susskind detail the implementation of effective customer management and staff training, design elements such as seating and lighting, the innovative use of data to improve the guest experience, and both consumer-oriented and operation-based technologies. They conclude with a discussion of the human factor that is the foundation of the hospitality industry and the importance of a healthy workplace culture. As Susskind and Maynard show, successful restaurants don't happen by accident.

The second volume of Hospitality Branding brings together new insights and case studies that reflect evolutions in the study of hospitality branding. In recent years, the brand has become preeminent as the key to success. Previously, business strategy started with marketing and incorporated branding as one of its elements; today the brand drives marketing within the larger hospitality enterprise and has become the chief organizing principle for most hospitality organizations. Chekitan S. Dev shows how the urgent battle for market share among brands requires savvy industry leaders to carefully assess social trends and consumer behaviors before implementing ever more elaborate and sophisticated amenities or deploying social media as marketing tools. Combining Dev's own insights into what works (and what doesn't) in promoting hospitality brands with the hard-earned wisdom of global hospitality leaders, Hospitality Branding, Volume 2 presents widely applicable case studies and candid conversations to assist hospitality organizations in surviving, evolving, and thriving in today's competitive global business ecosystem.