Cases in Hospitality Management: A Critical Incident Approach

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.