Cases in hospitality management : a critical incident approach / Timothy R. Hinkin.

Enhanced descriptions from Syndetics:

Based on over 100 interviews conducted with guests and employees of hospitality industry organizations, this book contains 55 actual brief cases and situations which illustrate concepts and issues of hotel, restaurant and travel/tourism management. The cases deal with a variety of managerial topics including decision making, communication, compensation, planning, discrimination, performance appraisal, organization design, sexual harassment, ethics and group dynamics. Section introductions, case headnotes and questions are designed to aid students in analyzing diverse situations.

Table of contents provided by Syndetics

• Preface
• Introduction
• Part 1
• Ethics
• Sunspot Resorts
• The Hawaiian Village
• A Dog-Eat-Dog World
• Seaside Plantations
• The Decision to Serve
• Part 2
• The Promotion Decision
• The Swimming Pool
• Spas International
• The Apprentice Chef
• Bongo's
• Part 3
• The University Conference Center
• The New Sales Manager
• The Incentive System
• The River Walk Café
• The Cedars
• Part 4
• The Shared Suite
• Leaving From Rome
• Room Service, Please
• The Wounded Bird
• The Three Hour Brunch
• Part 5
• The Service Guarantee
• The Parking Lot
• Bank of USA
• The Minibar Charge
• 100% Occupancy
• Part 6 Group Dynamics
• The Reinstatement
• The Job Opening
• The Suarro Inn
• Burrito Sisters
• The Department Meeting
• Part 7 Technology
• The Amateur Travel Agent
• The Concierge's Computer
• Direct Deposit
• The Wireless Internet
• Casino CRM
• Part 8 Process Analysis
• The Broadbeach
• The Tarragassett Inn
• The Tour Voucher
• The Headwaiter
• The Mystery Shopper
• Part 9 Service Exemplars
• The CD Player
• Special Needs
• First Class Upgrade
• The Spanish Homework
• The Antler Hotel
• Part 10 Service Recovery
• The Stolen Sunglasses
• The ICO Conference
• The Airline's Response
• It Stinks
• Rob Jones