Cornell on Hospitality: New Book Presents Cutting Edge Approach to Hospitality Management

Apr 15, 2011

Contact: Glenn Withiam, 607.255.3025,

A new book written by the faculty of the Cornell School of Hotel Administration presents a comprehensive analysis of four pillars for success in the hospitality industry. Published by John Wiley, the book, The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice, offers a comprehensive examination of the hospitality industry's best practices, along with the best research-based concepts from the Cornell faculty. The book, which runs nearly 500 pages, is now available from and other book sellers.

Edited and assembled by Professors Jack Corgel, Michael Sturman, and Rohit Verma, the book starts with an overall analysis of the nature of service, and then organizes its chapters according to these four pillars: "Success in Your Hospitality Career," "Success through Operations and Service Excellence," "Success as a Real Estate Owner and Business Operator," and " Success through Managerial Excellence." With chapters written by well over two dozen Cornell faculty and expert industry practitioners, the book presents the results of first-hand research on numerous topics. Many of the research studies were supported by the Cornell Center for Hospitality Research.

In his foreword to the book, Dean Michael Johnson observes that this book captures the continued evolution of the hospitality industry. He wrote: "This collection of research tools, perspectives, and their implications exemplifies the peerless quality of our context, hospitality, and the principles for competing in a service business."

Pillar one, success in your career, provides specific advice to prepare for a hospitality career and how to advance to leadership positions. Pillar two, operations and service excellence, offers detailed discussions of such critical topics as customer choice, demand management, revenue management, service excellence, and competitive strategy, as well as ensuring restaurant's success by focusing on finance.

Pillar three, which covers real estate and business operation, constitutes an unmatched analysis of asset-related issues. This section includes chapters on how to determine hospitality ownership; how to value hospitality assets; how to analyze franchise agreements, management contracts, and leases; how to program a new hotel or renovate an existing property; and how to assess a hotel's financial risk.

The fourth and final pillar, managerial excellence, shows the best approaches to marketing strategy and the use of social media for customer relationship management; provides an extensive discussion of the best practices involved in guest service and operations management; and addresses critical legal issues surrounding human resources, including employee lawsuits and labor organizations.

About the Cornell School of Hotel Administration
The Cornell University School of Hotel Administration is shaping the global knowledge base for hospitality management through leadership in education, research and industry advancement. The school provides management instruction in the full range of hospitality disciplines, educating the next generation of leaders in the world's largest industry. Founded in 1922 as the nation's first collegiate course of study in hospitality management, the Cornell School of Hotel Administration is recognized as the world leader in its field. For more information, visit