Digital Guest Experience

Digital Guest Experience Author Björn Radde
ISBN-10 9783732393381
Year 2017-04-06
Pages 248
Language en
Publisher tredition
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The experience of staying at a hotel will continue to radically change in the coming years. The guest is welcomed by robots and bypasses the traditional check-in with their smartphone. Augmented reality and beacons accompany him through the hotel, any missing utensils in room will be produced with a 3D printer. Nanotechnologies and biometric methods will be introduced into the hotel industry, as well as chatbots and holograms. Digital Guest Experience tools are an investment area within the digital value chain that should be reviewed and implemented by the hotel industry. Björn Radde explains how the guest journey has changed and describes the most important digital guest experience instruments for optimizing the hotel's engagement, as well as its impact on guest satisfaction and revenue.

Managing the Guest Experience in Hospitality

Managing the Guest Experience in Hospitality Author Robert Clayton Ford
ISBN-10 0766814157
Year 2000
Pages 432
Language en
Publisher Delmar Pub
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Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.

Managing Quality Service In Hospitality How Organizations Achieve Excellence In The Guest Experience

Managing Quality Service In Hospitality  How Organizations Achieve Excellence In The Guest Experience Author Robert Ford
ISBN-10 9781439060322
Year 2011-02-14
Pages 536
Language en
Publisher Cengage Learning
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MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept and principles of treating customers as guests and creating a WOW experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service organizations. This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems. Each chapter includes suggested hospitality activities for students in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. Ethics in Business segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and ends with Lessons Learned, review questions, Ethics in Business, activities, and case studies. The included Instructor’s Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Hotel Pricing in a Social World

Hotel Pricing in a Social World Author Kelly McGuire
ISBN-10 9781119129967
Year 2015-10-26
Pages 336
Language en
Publisher John Wiley & Sons
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Take control of revenue management in the new hotel economy Hotel Pricing in a Social World: How to Drive Value in the New Hotel Economy is an insightful resource that provides guidance on improving organizational decision making to keep your hotel relevant, from a pricing standpoint, in the often chaotic hotel landscape. This groundbreaking book clearly showcases the current environment of the hotel industry, and describes new and emerging trends that can impact your revenue management tactics. This essential text prepares you to survive and thrive in today's highly competitive market, and outlines the best approach to building profitable pricing strategies that follow both tactical and strategic best practices. Revenue management has become a key activity in the highly social environment of today's hotel industry, thanks to mobile technology and social media. Though relatively new, revenue management is a quickly-evolving discipline that requires precision if you want to maintain your hotel's relevance in the market. Leverage original research, case studies, and industry examples to understand the practical application of key concepts Explore current market conditions that have an impact on revenue management Consider how advances in data management, analytics, and data visualization can impact revenue management practices Identify how revenue management can help you take advantage of market opportunities and overcome challenges Hotel Pricing in a Social World: How to Drive Value in the New Hotel Economy is an essential text for hotel CFOs, CMOs, revenue managers, and operations managers who want to leverage revenue management techniques to keep their hotel competitive.

First Impressions

First Impressions Author Mark Waltz
ISBN-10 9780764491207
Year 2013-01-15
Pages 144
Language en
Publisher Group Publishing, Inc.
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Guests in church often decide whether to return or not before service even starts. It's crucial to create a welcoming environment for guests of your church--to ensure that their first impression is the best impression. Author Mark Waltz gives you practical strategies that have worked in his own church--that you can easily implement in yours. Learn how to make guests feel welcome the moment they pull in to your parking lot. Gain an understanding of the philosophy, strategy, and implementation of a ministry that focuses on welcoming guests. Get practical ideas that take your church "greeting" to a whole new level.

Fusion Turning First Time Guests into Fully Engaged Members of Your Church Large Print 16pt

Fusion  Turning First Time Guests into Fully Engaged Members of Your Church  Large Print 16pt Author Nelson Searcy
ISBN-10 9781459606937
Year 2010-10-27
Pages 240
Language en
Publisher ReadHowYouWant.com
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Creating an environment that both embraces our newcomers and excites them enough to return does not happen by chance. We must be prepared to be effective stewards of those God brings us. And, why shouldn't the Church be the epitome of service at its best, as modeled by the greatest server of all time? Built on The Journey Church of the City's Assimilation Seminar, Fusion embodies a step - by - step, biblically grounded, tested and proven plan for establishing a relationship with newcomers that ultimately prompts them to become fully developing members of our congregations. This innovative, practical guide is full of how - to information, testimonials from the recently assimilated and from participating church leaders, examples of the assimilation materials used and check points to make sure the reader is on track. Engaging, informative and immediately applicable, here is help for setting newcomers on the path toward true life transformation and spiritual maturity.

Outside in

Outside in Author Harley Manning
ISBN-10 9780547913988
Year 2012
Pages 260
Language en
Publisher Houghton Mifflin Harcourt
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Two research analysts describe how companies can truly understand the real needs of their customers by seeing a business through their eyes and enforcing the concept of “customer service” through every facet of the company, from finance to legal to marketing.

Authenticity

Authenticity Author James H. Gilmore
ISBN-10 9781591391456
Year 2007
Pages 299
Language en
Publisher Harvard Business Press
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In 1998, Pine & Gilmore identified "experiences" as economic offerings distinct from commodities, products, and services. In so doing, they launched an entire field of consulting in "experiential marketing" and "experience management." Since then, they have been studying how consumers determine the value of their paid-for experiences. One trait has risen to prominence: authenticity. How authentic is the experience? Is it what they expected? Why or why not? The authors introduce the concept of perceived authenticity, or how a consumer experiences a product, service, environment, communication, or person. Therefore, businesses must understand what it means to "render authenticity" in their consumer offerings and outreach, and they must learn to manage the process of, and excel at, rendering authenticity and behaving authentically. This book is arguably the first to provide some practical business advice and talking points for managers and marketers.

The Human Services Internship Getting the Most from Your Experience

The Human Services Internship  Getting the Most from Your Experience Author Pamela Myers Kiser
ISBN-10 9781305537484
Year 2015-05-28
Pages 384
Language en
Publisher Cengage Learning
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An internship can be transformative, and this book helps you make sure that's the case. With THE HUMAN SERVICES INTERNSHIP: GETTING THE MOST FROM YOUR EXPERIENCE, 4th Edition as your guide, you'll make a meaningful connection between your classroom learning and fieldwork experience. This practical, hands-on text features a unique six-step model that guides you in enhancing self-awareness, integrating the knowledge and values of the profession, recognizing challenging and dissonant situations, decision-making, and follow-through. With exercises and activities designed to get you thinking reflectively about your day-to-day internship experiences right from the start, the author offers you tools to analyze and apply the lessons you've learned to your future career. Chapters focused on ethics, diversity, communication skills, stress management, and other key topics help you integrate your classroom knowledge with your experiences in the field. Supporting you through every stage of the internship process, the book explains what to expect at various points in the internship's development, offers tips for avoiding potential pitfalls, and includes examples of other students' experiences. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Peak

Peak Author Chip Conley
ISBN-10 0787988618
Year 2007-09-21
Pages 288
Language en
Publisher John Wiley & Sons
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After fifteen years of rising to the pinnacle of the hospitality industry, Chip Conley's company was suddenly undercapitalized and overexposed in the post-dot.com, post-9/11 economy. For relief and inspiration, Conley, the CEO and founder of Joie de Vivre Hospitality, turned to psychologist Abraham Maslow's iconic Hierarchy of Needs. This book explores how Conley's company "the second largest boutique hotelier in the world" overcame the storm that hit the travel industry by applying Maslow's theory to what Conley identifies as the key Relationship Truths in business with Employees, Customers and Investors. Part memoir, part theory, and part application, the book tells of Joie de Vivre's remarkable transformation while providing real world examples from other companies and showing how readers can bring about similar changes in their work and personal lives. Conley explains how to understand the motivations of employees, customers, bosses, and investors, and use that understanding to foster better relationships and build an enduring and profitable corporate culture.

The Perfect Meal

The Perfect Meal Author Charles Spence
ISBN-10 9781118491027
Year 2014-07-10
Pages 424
Language en
Publisher John Wiley & Sons
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The authors of The Perfect Meal examine all of the elements that contribute to the diner?s experience of a meal (primarily at a restaurant) and investigate how each of the diner?s senses contributes to their overall multisensory experience. The principal focus of the book is not on flavor perception, but on all of the non-food and beverage factors that have been shown to influence the diner?s overall experience. Examples are: the colour of the plate (visual) the shape of the glass (visual/tactile) the names used to describe the dishes (cognitive) the background music playing inside the restaurant (aural) Novel approaches to understanding the diner?s experience in the restaurant setting are explored from the perspectives of decision neuroscience, marketing, design, and psychology. 2015 Popular Science Prose Award Winner.

Customer Experience Management

Customer Experience Management Author Bernd H. Schmitt
ISBN-10 9780471473978
Year 2010-07-09
Pages 288
Language en
Publisher John Wiley & Sons
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In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.

Digital Archaeology

Digital Archaeology Author Michael W Graves
ISBN-10 9780132853798
Year 2013-08-16
Pages 600
Language en
Publisher Addison-Wesley
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The Definitive, Up-to-Date Guide to Digital Forensics The rapid proliferation of cyber crime is increasing the demand for digital forensics experts in both law enforcement and in the private sector. In Digital Archaeology, expert practitioner Michael Graves has written the most thorough, realistic, and up-to-date guide to the principles and techniques of modern digital forensics. Graves begins by providing a solid understanding of the legal underpinnings of and critical laws affecting computer forensics, including key principles of evidence and case law. Next, he explains how to systematically and thoroughly investigate computer systems to unearth crimes or other misbehavior, and back it up with evidence that will stand up in court. Drawing on the analogy of archaeological research, Graves explains each key tool and method investigators use to reliably uncover hidden information in digital systems. His detailed demonstrations often include the actual syntax of command-line utilities. Along the way, he presents exclusive coverage of facilities management, a full chapter on the crucial topic of first response to a digital crime scene, and up-to-the-minute coverage of investigating evidence in the cloud. Graves concludes by presenting coverage of important professional and business issues associated with building a career in digital forensics, including current licensing and certification requirements. Topics Covered Include Acquiring and analyzing data in ways consistent with forensic procedure Recovering and examining e-mail, Web, and networking activity Investigating users’ behavior on mobile devices Overcoming anti-forensics measures that seek to prevent data capture and analysis Performing comprehensive electronic discovery in connection with lawsuits Effectively managing cases and documenting the evidence you find Planning and building your career in digital forensics Digital Archaeology is a key resource for anyone preparing for a career as a professional investigator; for IT professionals who are sometimes called upon to assist in investigations; and for those seeking an explanation of the processes involved in preparing an effective defense, including how to avoid the legally indefensible destruction of digital evidence.