Examines three different hotel chains in an attempt to determine the characteristics of excellent hotel companies. Presents information gathered through readings, interviews and individual hotel publications, in order to draw accurate and meaningful conclusions as to the necessary elements in managing and running a successful hotel. The hotels evaluated are Sheraton‐ITT; Marriott; and Hilton. Focuses on service to customers in a clearly service‐oriented industry. Makes recommendations and suggestions as to the successful management and operation of a hotel outfit.
Ropeter, J. and Kleiner, B. (1997), "Practices of excellent companies in the hotel industry", Managing Service Quality: An International Journal, Vol. 7 No. 3, pp. 132-135. https://doi.org/10.1108/09604529710166905Download as .RIS
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