Cases in Hospitality Management A Critical Incident Approach

Partial table of contents: ETHICAL ISSUES: SHADES OF GRAY. Sunspot Resorts. A Dog-Eat-Dog World. Seaside Plantations. The Rental Car. STRATEGIC PLANNING. The New Consultant. The Cedars. The Broadbeach. STRUCTURE AND POLICIES. The Service Guarantee. The Parking Lot. The Minibar Charge. PROBLEM SOLVING/DECISION MAKING. The Tour Voucher. The Headwaiter. It Stinks. The Ski Trip. COMMUNICATION. The Shared Suite. Room Service, Please. The Wounded Bird. The Three-Hour Brunch. GROUP PROCESS. The Job Opening. Burrito Sisters. The Department Meeting. DIVERSITY IN THE INDUSTRY. Nancy Jones. The Gay Co-Worker. The New Travel Agent. SEXUAL HARASSMENT. The Good Dishwasher. The Assault. She2s My Type. STAFFING AND PROMOTION. Spas International. The Reinstatement. The Surprise Promotion. TRAINING. The Swimming Pool. The Mystery Guest. Bongo2s. REWARD SYSTEMS. The Greek Palace. The Incentive System. The River Walk Cafe.Hinkin, Timothy R. is the author of 'Cases in Hospitality Management A Critical Incident Approach', published 1995 under ISBN 9780471107545 and ISBN 0471107549.