This handbook seeks to provide practical, realistic suggestions about how quality can be measured, maintained and improved in institutions. It is addressed to a cross-section of staff who make up colleges and universities, not just those responsible for quality audit.

Designed for all students of hospitality and tourism management, the second edition of this best selling text gives a modern approach to front office operations and management using realistic scenarios set in the hotel environment Key features of this essential text: * user-friendly style of writing and accessible page layout enables students to use it as a reference book as well as a textbook * updated in the light of recent developments such as global distribution systems and the internet * greater focus on increasing yield and expansion of vital management aspects such as staffing and equipment * additional extended, practical exercise material. Front Office reflects the importance of different features of the receptionist's work and is divided into four main sections: * Procedural aspects * Dealing with people * Increasing yield * Management aspects Front Office is ideal for GNVQ/ BTEC students, those taking the professional exams of the HCIMA, and for undergraduates and postgraduates studying hospitality and tourism management and all relevant executive courses.

Mobility has long been a defining feature of modern societies, yet remarkably little attention has been paid to the various 'stopping places'_hotels, motels, and the like_that this mobility presupposes. If the paradoxical qualities of fixed places dedicated to facilitating movement have been overlooked by a variety of commentators, film-makers have shown remarkable prescience and consistency in engaging with these 'still points' around which the world is made to turn. Hotels and motels play a central role in a multitude of films, ranging across an immensely wide variety of genres, eras, and national cinemas. Whereas previous film theorists have focused on the movement implied by road movies and similar genres, the outstanding contributions to this volume extend the recent engagement with space and place in film studies, providing a series of fascinating explorations of the cultural significance of stopping places, both on screen and off. Ranging from the mythical elegance of the Grand Hotel, through the uncanny spaces of the Bates motel, to Korean 'love motels, ' the wealth of insights, from a variety of theoretical perspectives, that this volume delivers is set to change our understanding of the role played by stopping places in an increasingly fluid world

Experience the scenic canals, colorful markets, and medieval history of the top cities in Belgium and the Netherlands. Inside Moon Amsterdam, Brussels & Bruges you'll find: Flexible itineraries for 1 to 5 days in Amsterdam, Brussels, and Bruges that can be combined into a longer trip Strategic advice for foodies, art lovers, history buffs, and more Top experiences and unique highlights: Cyclealong serene canals and narrow brick roads past baroque architecture, or stroll through Bruges's grand Markt Square. Marvel at the works of famed Dutch and Flemish painters, walk through history at the Anne Frank House, or remember the fallen in the cemeteries and memorials of Ypres The best local flavors: Sip on Amsterdam's specialty liquor at a jenever tasting room, or enjoy a glass of authentic Trappist beer produced in monasteries. Snack on Belgian frites, sample stroopwafel, and savor scrumptious local chocolates Ideas for side trips from each city, including Lisse, The Hague, Rotterdam, and more Expert insight from Karen Turner, an expat who's called the Netherlands home for years Full-color photos and detailed maps throughout Helpful resources on COVID-19 and traveling to Amsterdam, Brussels, and Bruges Background information on the landscape, history, and cultural customs of each city Handy tools such as visa information, Dutch, Flemish, and French phrasebooks, and tips for seniors, LGBTQ+ travelers, visitors with children, and more Experience the best of these three cities at your own pace with Moon Amsterdam, Brussels & Bruges. Exploring more of Europe's best cities? Check out Moon Rome, Florence & Venice or Moon Prague, Vienna & Budapest. About Moon Travel Guides: Moon was founded in 1973 to empower independent, active, and conscious travel. We prioritize local businesses, outdoor recreation, and traveling strategically and sustainably. Moon Travel Guides are written by local, expert authors with great stories to tell--and they can't wait to share their favorite places with you. For more inspiration, follow @moonguides on social media.

With Rick Steves, Rothenburg and the Rhine are yours to discover! This slim guide excerpted from Rick Steves Germany includes: - Rick's firsthand, up-to-date advice on the best sights, restaurants, hotels, and more in Rothenburg and the Rhine, plus tips to beat the crowds, skip the lines, and avoid tourist traps - Top sights and local experiences: Tour breathtaking Neo-Gothic churches and hike to riverside ruins. Cruise along the Rhine past castles and vineyards, or take the scenic route through quaint countryside villages on the Romantic Road. Cheers with locals over a pint in a biergarten, and enjoy a hearty meal of bratwurst or schnitzel - Helpful maps and self-guided walking tours to keep you on track With selective coverage and Rick's trusted insight into the best things to do and see, Rick Steves Snapshot Rothenburg & the Rhine is truly a tour guide in your pocket. Exploring beyond Rothenburg and the Rhine? Pick up Rick Steves Germany for comprehensive coverage, detailed itineraries, and essential information for planning a countrywide trip.

With Rick Steves, Northern Ireland is yours to discover! This slim guide excerpted from Rick Steves Ireland includes: *Rick's firsthand, up-to-date advice on the best sights, restaurants, hotels, and more in Northern Ireland, plus tips to beat the crowds, skip the lines, and avoid tourist traps *Top sights and local experiences: Tour the Dunluce Castle or Giant's Causeway along the Antrim Coast, spend a day marveling at zoology specimens and ancient treasures at the Ulster Museum in Belfast, and contemplate Derry's political murals *Helpful maps and self-guided walking tours to keep you on trackWith selective coverage and Rick's trusted insight into the best things to do and see, Rick Steves Snapshot Northern Ireland is truly a tour guide in your pocket.Exploring further? Pick up Rick Steves Ireland for comprehensive coverage, detailed itineraries, and essential information.

Over the last decade, human resource management has come to be viewed as the dominant paradigm within which analyses of the world of work have been located. This volume examines the nature and assesses the impact of HRM within a highly under-researched division of the service sector, namely the UK hotel industry.
Common perceptions of management practices in the hotel industry typically include work intensification, high labour turnover, lack of training and poor career prospects, and casualised terms and conditions of employment. Using data from a survey of over 200 hotels, this book challenges such stereotypes by demonstrating that this part of the service sector is just as likely to have experimented with new approaches to HRM as the manufacturing industry. It suggests that primary influences on managerial decision-making in the hotel industry are no different from the primary influences affecting decision-making elsewhere, countering the argument that mainstream management theories are inapplicable within the hotel industry. Furthermore, where hotels emphasise the importance of service quality enhancement and where they introduce HRM as an integrated, mutually supporting package of practices, a strong relationship between HRM and organisational performance is proposed.


eBook available with sample pages: 0203020863

This handbook seeks to provide practical, realistic suggestions about how quality can be measured, maintained and improved in institutions. It is addressed to a cross-section of staff who make up colleges and universities, not just those responsible for quality audit.

Greece's ancient art and culture form the cradle of Western civilization-numerous monuments and museums tell to this day of the country's rich history. Greece is unique also by virtue of its breathtaking landscapes, the hospitality of its inhabitants, and its fabulous hotels, making it the dream destination of many travelers. The fresh and healthy cuisine, the crystal clear sea, and the canvas-worthy sunsets do the rest-a trip to Greece is pure delight. Angelika Taschen travels from the mountains of Macedonia in the north to the Peloponnese with its mythical places like Corinth, Sparta, and Olympia, and to the larger and smaller groups of islands in the south. She opens the doors to some of the country's most extraordinary hotels, including Imaret in Kavala, located in a former Ottoman complex; Tainaron Blue Retreat in a secluded former defense tower in the Mani; and The Windmill, a converted windmill on the island of Kimolos in the Cyclades. She invites readers to discover legendary luxury hotels, like Eagles Palace in Halkidiki or Poseidonion Grand Hotel on Spetses, and takes them to enchanting B&Bs like Guesthouse Mazaraki in Mystras or Melisses on Andros, run by food blogger Allegra Pomilio. Along her itinerary, she visits hotels on well-known picturesque islands-such as the Mystique on Santorini and the Soho Roc House on Mykonos-but also accommodations in remote places like the Mediterraneo on the island of Kastelorizo, which lies in the very southeast of Greece off the Turkish coast. In addition she shows interesting architectural and design concepts, such as The Rou Estate hotel village, a historic, carefully restored hamlet on Corfu; the minimalist Olea All Suite Hotel on Zakynthos; and Ammos on Crete, where no two pieces of furniture are alike and new eccentric pieces are added every year.

Hospitality Marketing is a no-nonsense, practical book which has been revised and adapted for a wider market, including European and international examples. It shifts the major emphasis of hospitality marketing onto building a business from the inside by word-of-mouth rather than relying mostly on the endeavours of outside promotion. Hospitality marketers are encouraged to build a customer base by constantly improving the customer's experiences at the point of sale. Hospitality Marketing aims to help you direct your decisions concerning marketing strategies towards what happens to and for the customers.

The Alps are Europe's biggest and greatest mountain range. Formed millions of years ago, they became a popular destination for travelers in the late eighteenth century - first for adventurers and explorers, then for artists and writers, and finally for everyone who wanted to spend summer in the fresh air of this wonderful scenery or take part in winter sports. Angelika Taschen has followed in their footsteps and collected the finest hotels in the Alpine nations of Germany, Austria, Switzerland, France, and Italy. They include the Kranzbach near Garmisch-Partenkirchen, built for a British aristocrat, Gasthof Hirschen in the Bregenzerwald, where art-loving visitors have been welcomed since 1755, and the Seehof near Salzburg with its emphasis on contemporary art and fine cuisine. The journey goes to Waldhaus Sils in Sils Maria, where many creative guests have found inspiration, to the Schatzalp in Davos, which Thomas Mann immortalized in literature in "The Magic Mountain", and to picturesque bed & breakfasts with a personal touch such as Brucke49 in Vals and Maison Bergdorf in Interlaken. High above Chamonix, mountaineers have stayed overnight for more than 140 years at Refuge du Montenvers with its view of the Mer de Glace, the largest glacier in France. In the exclusive Megeve, too, which Baroness Noemie de Rothschild put on the tourist map, travelers experience the Alps a la francaise in the chalet hotel L'Alpaga; and a bit of Italian dolce vita is provided by stunning addresses in the South Tyrol such as the Ottmangut in Merano, Villa Arnica in Lana with its nostalgic atmosphere, and Pension Briol near Barbiano, constructed in 1928 in the Bauhaus style and extended in 2021 with the addition of two extremely modern buildings. This opulent book of photographs presents the Alpine range and accommodation in large-format images, short texts, and useful details on prices and how to get there. Walkers, skiers, gourmets, and lovers of good living will find valuable tips and very special accommodation: former monasteries where guests still find peace and seclusion, a mountain hut at the heart of the Dolomites, and a youth hostel occupying what was once a sanatorium, a rare example of modern architecture in Switzerland that was declared a heritage monument in 2002.

Afternoon tea is more than a meal--it's a moment, an aesthetic, a pose. Afternoon Tea Is the New Happy Hour features more than 75 recipes to make your tea time memorable. Inside you'll find easy-to-follow recipes to create tea sandwiches, scones, breads, cakes, dips, and, of course--tea. Whether you're throwing a vintage tea party or looking for high tea food ideas, there's something for everyone. Bestselling author Gail Greco also shares cooking and serving tea tips, tea etiquette, insight on the differences between using tea bags, a tea kettle, and loose leaves, and the lingo used by tea connoisseurs. Gail includes her own food photography which showcases the happy hour crowd pleasers. In this cookbook, you'll find: Plenty of tea time favorites, like Apple Hibiscus Tea, Tea Toddy One-Shot, Alice's Sorbet Float Tea, and Basic Barista Tea Latte with Rooibos. For appetizers Gail shares Cheddar Ranch Crab Dip, Spicey Baked Artichoke Bruschetta, Pizza Cupcakes, and Mini Soft Baked Pretzels. If you're craving sandwiches, you'll find Pimento Pita Pocket Poufs and Food Truck Zone Shrimp/Corn ' Wiches. And to keep everyone excited, you'll find Tea-Thyme Ginger Bars, Glazed Lemon Loaf Cake, Teasicles, Potato Chip Walnut Tartlets, and Puddle-of-Chocolate and Chai Pots de Creme. There's something for everyone! This beautiful cookbook will provide you with the high tea food ideas you can't find anywhere else. Afternoon Tea Is the New Happy Hour is a wildly creative mix of vintage and modern. Pinkies up, it's tea time!

Go beyond the ordinary with this remarkable travelogue and guidebook filled with spectacular color photography that showcases Venice's magical beauty and hidden gems, from the Piazzo San Marco to the island of Giudecca, the banks of the Grand Canal to the Arsenal district-the second entry in the Hedonist's Guide travel series. Combining essential insider details, cultural information, must-see attractions, and detailed maps with glorious custom photography, Magical Venice is the ultimate handbook for modern nomads, including both savvy travelers and novice tourists. Designed for twenty-first century globetrotters, Magical Venice features stylish graphics and an elegant visual design, as well as a breakdown of must-visit places, thematic double-page photographic spreads to help you discover and understand the city, and walking routes to explore each district away from the crowds. Every fascinating detail of Venice is revealed, from the splendor of its palaces, the beauty of its piazzettas, the romanticism of its bridges and canals, the delights of its gastronomy, the charm of its sestieri-the districts that make up the city of the Doges-and the wealth of its museums and its arts and crafts. Whether you prefer a more traditional visit or want to chart your own unique course, this user-friendly reference and coffee table book includes everything you need-and more: Discover the spirit of Venice as seen through the eyes of Philippe Starck Visit Carlo Scarpa's Olivetti showroom, Piazza San Marco Taste cicchetti in the city's bacari Drink a bellini at Harry's Bar Admire the gems of modern art in the baroque palace of Ca 'Pesaro Visit the latest contemporary constructions on the island of La Giudecca Learn about the phenomenon of aqua alta Take a walk in the hidden gardens of Venice Magical Venice offers inspiration and insight for armchair travelers and dreamers alike. Best of all, the gorgeous photography transforms the book into a keepsake that will transport you back to your favorite places and sights long after returning home. Experience Venice as never before with the Hedonist's Guide!

Over the last decade, human resource management has come to be viewed as the dominant paradigm within which analyses of the world of work have been located. This volume examines the nature and assesses the impact of HRM within a highly under-researched division of the service sector, namely the UK hotel industry.
Common perceptions of management practices in the hotel industry typically include work intensification, high labour turnover, lack of training and poor career prospects, and casualised terms and conditions of employment. Using data from a survey of over 200 hotels, this book challenges such stereotypes by demonstrating that this part of the service sector is just as likely to have experimented with new approaches to HRM as the manufacturing industry. It suggests that primary influences on managerial decision-making in the hotel industry are no different from the primary influences affecting decision-making elsewhere, countering the argument that mainstream management theories are inapplicable within the hotel industry. Furthermore, where hotels emphasise the importance of service quality enhancement and where they introduce HRM as an integrated, mutually supporting package of practices, a strong relationship between HRM and organisational performance is proposed.

With Rick Steves, the Scottish Highlands are yours to discover! This slim guide excerpted from Rick Steves Scotland includes: - Rick's firsthand, up-to-date advice on the Highlands' best sights, restaurants, hotels, and more, plus tips for how to beat the crowds, skip the lines, and avoid tourist traps - Top sights and local experiences: Follow the Speyside Whisky Trail, cut through the Cairngorms, and kayak across Loch Lomond. Hike the craggy landscapes, hop a ferry to the Isle of Skye, or watched kilted athletes test their strength in the Highland Games - Helpful maps and self-guided walking tours to keep you on track - Full coverage of Oban & the Inner Hebrides, Glencoe & Fort William, Inverness & Loch Ness, the Isle of Skye, and more With selective coverage and Rick's trusted insight into the best things to do and see, Rick Steves Snapshot Scottish Highlands is truly a tour guide in your pocket. Exploring beyond the Highlands? Pick up Rick Steves Scotland for comprehensive coverage, detailed itineraries, and essential information for planning a countrywide trip.

Designed for all students of hospitality and tourism management, the second edition of this best selling text gives a modern approach to front office operations and management using realistic scenarios set in the hotel environment

Key features of this essential text:

· user-friendly style of writing and accessible page layout enables students to use it as a reference book as well as a textbook

· updated in the light of recent developments such as global distribution systems and the internet

· greater focus on increasing yield and expansion of vital management aspects such as staffing and equipment

· additional extended, practical exercise material.

Front Office reflects the importance of different features of the receptionist's work and is divided into four main sections:

· Procedural aspects

· Dealing with people

· Increasing yield

· Management aspects

Front Office is ideal for GNVQ

BTEC students, those taking the professional exams of the HCIMA, and for undergraduates and postgraduates studying hospitality and tourism management and all relevant executive courses.

Table of Contents

Introduction; Procedural aspects - Advance bookings; Check-in and related issues; Guest accounting; Dealing with people - Security - Hospitality; Social skills; Increasing Yield - sales; Marketing aspects; Yield management; Groups; management aspects - Tariffs, Control; Staffing; Equipment; Index.

Entrepreneurship is the engine that drives any successful industry or economy. In the rapidly evolving hospitality, tourism and leisure sector worldwide this is particularly true. This new text is designed to develop a greater understanding of the process and context for entrepreneurship as well as to provide key concepts which will enable the reader to become more entrepreneurial themselves. The text unites appropriate theory with copious real world examples giving the student, manager or trainer a powerful framework for understanding every aspect of this vital business function. Rigorously developed by authors with wide teaching and industry experience it contains: *Clear learning objectives and teaching structure *Up-to-date cases throughout *The widest possible coverage of the latest research and literature *A clear focus on the dynamic hospitality, tourism and leisure sector. Entrepreneurship in the Hospitality, Tourism and Leisure Industries is an essential teaching tool and reference on all serious academic and professional courses and gives a uniquely powerful overview of the subject for students and trainees.

From strolling the National Mall to hobnobbing at happy hour, get to know the nation's capital with Moon Washington DC. *Navigate the Neighbourhoods: Follow one of our guided neighbourhood walks through the National Mall, Dupont Circle, U Street, and more *Explore the City: Snap the perfect photo of the Washington Monument, stand where MLK delivered his "I Have a Dream" speech, and visit the Tomb of the Unknown Soldier in Arlington National Cemetery. Walk the halls of Frederick Douglass's home, journey through the incredible Smithsonian museums, or tour the U.S. Capitol from dome to crypt. Paddleboat along the Potomac during cherry blossom season and shop the boutiques in Georgetown *Get a Taste of DC: Chow down on a late-night half-smoke at Ben's Chili Bowl or grab brunch and a new book from Busboys and Poets. Dig into diverse, authentic fare from Ethiopia, Afghanistan, the Philippines, and more, savour Michelin-starred seafood at a waterfront restaurant, or order up a Chesapeake crab cake at a neighbourhood joint *Bars and Nightlife: Watch a groundbreaking performance at the Woolly Mammoth Theatre Company, catch a live band at the 9:30 Club, or dance to a DJ set at the Black Cat. Sip scotch where former presidents once did, try a five-course cocktail tasting menu, or kick back with a beer and chips at a quintessential DC dive bar * Local Advice: DC journalist Samantha Sault shares her love of the nation's capital *Strategic, Flexible Itineraries including the three-day best of DC, four days with kids, and day trips to Alexandria, Annapolis and Easton, and Shenandoah National Park *Tips for Travelers including where to stay and how to navigate the Metro, plus advice for international visitors, LGBTQ+ travellers, seniors, travellers with disabilities, and families *Maps and Tools like background information on the history and culture of DC, full-colour photos, colour-coded neighbourhood maps, and an easy-to-read foldout map to use on the go With Moon Washington DC's practical tips and local insight, you can experience the best of the city. Expanding your trip? Check out Moon Virginia & Maryland. Visiting more of America's cities? Try Moon Boston or Moon New York City.

With Rick Steves, central Italy is yours to discover! This slim guide excerpted from Rick Steves Italy includes: *Rick's firsthand, up-to-date advice on the best sights, restaurants, hotels, and more in central Italy's hill towns, plus tips to beat the crowds, skip the lines, and avoid tourist traps *Top sights and local experiences: Uncover Etruscan history in the beautifully preserved town of Voltera or relax while wine tasting in Montepulciano. Take a romantic stroll along Orvieto's ramparts, peruse medieval towers in San Gimignano, and indulge in delicious pici in Siena *Helpful maps and self-guided walking tours to keep you on trackWith selective coverage and Rick's trusted insight into the best things to do and see, Rick Steves Snapshot Hill Towns of Central Italy is truly a tour guide in your pocket.Expanding your trip? Pick up Rick Steves Italy for comprehensive coverage, detailed itineraries, and essential information for planning a countrywide trip.

The hospitality sector is one of the largest growing industries in the world. This is reflected in the growing number of academic courses available on the subject. The key element of hospitality management is interaction between the people who work in the industry and the environment in which they work.

Yvonne Guerrier has compiled a state-of-the-art textbook which considers the core elements of organizational behaviour in the hospitality industry with an international perspective. By its very nature, hospitality management is becoming an international topic and as such needs to be studied in this context. The book draws on the available case studies and experiences from around the world in order to develop an understanding of working and living with people from different cultures.

Organizational Behaviour in Hotels and Restaurants will enable you to find the answers to such questions as:
"Why is it a pleasure to work in some organizations and torture to work in others?
"Why is it sometimes difficult to motivate people to work hard?"
"How can one person persuade people to work together as a team?"
What is the best way of designing an organization structure?"
"How can I persuade my boss to listen to my ideas?"

Students studying hospitality management, hotel management or hotel and catering management at degree level will find this book an invaluable guide to the subject. Students studying for degrees in tourism management, leisure management and retail management will also find much in this book which is of relevance and interest to them.

From the earliest resthouses serving travelers on the Overland Route between Britain and Bombay to the grand Edwardian palaces on the Nile that made Egypt the exotic alternative to wintering on the Riviera, the hotels of Alexandria, Cairo, Luxor, and Aswan were always about far more than just bed and board. As bridgeheads for African exploration, neutral territories for conducting diplomacy, headquarters for armies, providers of home comforts for writers, painters, scholars, and archaeologists in the field, and social hubs for an international elite, more of importance happened in Egypt's hotels than in any other setting. It was through the hotels that visitors from the west-the earliest adventurers, then the travelers and, finally, the tourists-experienced the Orient. This book tells the stories of Egypt's historic hotels (including the Cecil, Shepheard's, the Mena House, Gezira Palace, Semiramis, Winter Palace, and Cataract) and some of the people who stayed in them, from Amelia Edwards, Lucie Duff Gordon and Florence Nightingale to Agatha Christie, Conan Doyle, Winston Churchill, and TE Lawrence.