Second Edition
by Robert H. Woods
and Judy Z. King

Leadership and Management in the Hospitality Industry teaches how to improve leadership abilities and develop an understanding of high-performance teams and employee empowerment. New information provides an understanding of diversity and cultural change. Practical information prepares students to put management tools into action to enhance service and boost business.

Contents

1. The Changing Nature of Leadership and Management
2. The Quest for Quality
3. The Malcolm Baldridge National Quality Award and the Ritz-Carlton
4. Quality Service
5. Continuous Improvement
6. Power and Empowerment
7. Communication Skills
8. Goal-Setting, Coaching, and Conflict-Management Skills
9. High-Performance Teams
10. The Challenge of Diversity
11. Managing Organizational Change
12. Strategic Career Planning

Index

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