Cases in Hospitality Management or Managed Care Contracting

Cases in Hospitality Management: A Critical Incident Approach

Author: Timothy R Hinkin

Your guide to becoming an effective hospitality manager

The hospitality industry is a "people" business. Whether dealing with guests or customers, managers or coworkers, those who work in this industry interact with other people perhaps more than in any other. And unlike many other industries, graduates entering the hospitality industry will quickly be assuming managerial roles. One of the only casebooks available that focuses specifically on hospitality management, Cases in Hospitality Management prepares readers to be successful managers by providing an effective connection between hospitality management theory and real-world workplace scenarios.

Whether managing a kitchen, dining room, front desk, travel agency, fast-food restaurant, or an entire hotel, employees seek cues and reinforcement from managers to guide their behavior. Cases in Hospitality Management provides readers with the opportunity to apply their knowledge, experience, and management skills, allowing them to think quickly on their feet and react appropriately in a wide variety of settings. By analyzing and understanding the causes and effects of a number of real, critical incidents, readers will be better prepared to effectively deal with similar situations when they face them on the job.

This new, updated Second Edition features:

• Fifteen all-new cases dealing with a variety of managerial topics including technology, human resource management, customer service, and ethics


• A broad array of real industry cases, including airlines, railroads, private clubs, conference centers, travel agents, auto rental, hotels, and restaurants


• Anew Technology section that explores data warehousing, the Internet, and electronic banking


• A new Service Exemplars section that presents incidents involving truly exceptional service in a variety of contexts—from trains to resorts


• A new Service Recovery section presents examples of companies failing to salvage service encounters that have gone awry

Table of Contents:

Pt. 1	Ethics	1
Pt. 2	Training and development	19
Pt. 3	Reward systems	35
Pt. 4	Communication	51
Pt. 5	Policies	63
Pt. 6	Group dynamics	79
Pt. 7	Technology	97
Pt. 8	Process analysis	113
Pt. 9	Service exemplars	129
Pt. 10	Service recovery	141

Look this: Lecciones de Mando de un Jefe de cocina:Descubrimiento de Tiempo siendo Grande

Managed Care Contracting: A Guide for Health Care Professionals

Author: Wendy Knight

This book provides physician executives and medical group managers with a "next generation" reference on the managed care contracting process. This handbook will educate health care providers about managed care contracting: how the contracting process works, what a standard practice contract looks like and why certain provisions are included, what questions to ask and how to evaluate a capitation rate. Provides pertinent information from professionals in the field.

Booknews

This reference guide for health care professionals involved in developing and negotiating managed care contracts presents eleven articles on the processes involved in developing a provider network, strategic considerations for contract negotiations, and tools for evaluating contracts and their financial and operational impact. The authors also address regulatory, antitrust, and legal considerations. Assumes a basic knowledge of managed care. Annotation c. by Book News, Inc., Portland, Or.