Introduction to hospitality operations.

Includes bibliographical references and index.

Introduction to hospitality industry -- Front office operation -- Food and beverage service operations -- Laundry operations -- Room service management -- Hospitality marketing -- Safety and security management.

"Hospitality businesses that provide customers with a positive experience will reap the benefits of a higher customer retention rate, as opposed to their counterparts who offer a less pleasant experience. Hospitality is also important for businesses because it encourages positive customer reviews. Understanding hospitality operations is not easy. Services are intangible, highly variable, not transportable, and perishable. In addition, hotels, restaurants, and similar experiences involve more customer touchpoints and are significantly less productive than manufacturing sectors - and even other service industries like retail and professional services. As a result, hospitality operations often require specialized analytical frameworks and tools. This book specifically focuses on the hospitality industry in terms of operations management. The hospitality industry extends beyond the most prominent sectors of hotels and restaurants: hospitality broadly includes lodging, food and beverage service, meetings and events facilitation, theme parks and amusements, casino gaming, clubs of several types, and a variety of travel services - air, rail, automotive, and cruising among them"-- Back cover.