This book addresses the hospitality industry from a services management perspective, offering the reader a series of management concepts - operations, marketing and human resources - all of which are capable of being effectively incorporated into all hospitality operations.The bookrs"s focus is on the ever-increasing demand of customers for service quality, as well as the other challenges facing hospitality establishments today - including intense competition, globalization, and technological innovation. This book stresses the point that in all services, including hospitality services, thehuman element(both employees and customers) is absolutely crucial - in selling services, hospitality enterprises are ls"sellingrs" personal relationships.Hospitality providers of all types will benefit from adopting the management philosophies and practices in this book - ones that have proven so effective in other service sectors.