Hospitality Marketing

David Bowie, MBA and Chartered Marketer, is Principal Lecturer and MSC Programmes Director in Hospitality, Leisure and Tourism Management, Oxford Brookes University, UK. David has over 25 years hospitality industry experience working as a hotel manager, restaurateur and marketing consultant. David is responsible for the administration, recruitment and student welfare on the MSc in International Hotel & Tourism Management; MSc in International Hotel & Tourism Marketing Management, MSc in International Travel & Tourism Management and programmes. These MSc programmes are recognised as some of the best in the world and attract interest from students all around the world. This is an exciting challenge involving constant communication with students from over 25 different countries at anyone time. David teaches hospitality and tourism marketing on both the MSc and undergraduate programmes. He is the module leader for two masters' modules - Marketing Across Cultures and Internet Strategies for Tourism Distribution. David supervises PhD students - theses include relationship marketing in hotels; customer satisfaction in travel (Taiwan); yield management and key account client relationships (UK); the tourism demonstration effect in Pattaya, Thailand; authenticity in place branding (South Africa). David has always worked in the industry. He managed a Best Western Hotel for 12 years, was a director of a privately owned hotel group and then worked in hotel marketing consultancy for 8 years. He has researched and written over 100 marketing business plans in the hospitality and leisure sector and was an active member of the Hospitality Marketing Association. David graduated with an MBA (distinction) from Manchester Business School shortly before moving to Oxford Brookes in November 1995. His main research interests include branding, Internet distribution, relationship marketing and marketing planning. His book, Hospitality Marketing (co-authored with Professor Francis Buttle) has been sold throughout the world. He has used his extensive knowledge of the industry to develop several hospitality marketing case studies. David has recently carried out marketing and Internet consultancy projects for companies like Walt Disney World. Francis Buttle, PhD, is founder and principal consultant of Francis Buttle & Associates,a Sydney, Australia-based business that helps organizations become more skilled and successful at customer acquisition, retention and development. Francis has spent most of the last 30 years in various academic roles around the world. He has been a Professor of Customer Relationship Management, Professor of Marketing,Professor of Relationship Marketing, and Professor of Management at a number of leading graduate schools of management, including Manchester Business School (UK), Cranfield School of Management (UK) and Macquarie Graduate School of Management (Australia). He was appointed as the world's first Professor of CRM in 1995, and remains an Adjunct Professor at MGSM. Francis has authored, co-authored or edited 7 books, and over 100 peer-reviewed academic journal articles or conference papers. In addition, he is a frequent contributor to practitioner magazines, presenter at business conferences, and a serial blogger. Francis has developed, run or contributed to many management development programs, and has advised or consulted to numerous for-profit and not-for-profit organizations in the UK, Australia, USA, Hong Kong, Singapore and New Zealand. Although he quit full-time academic life in 2006, he still supervises doctoral candidates, and conducts customer-related research. Francis lives on Sydney's North Shore, is a qualified but reluctantly retired rugby union referee, enjoys cycling and kayaking, and rides a Suzuki. Francis has degrees in management science, marketing and communication. His PhD was earned at the University of Massachusetts. He is an elected Fellow of the Chartered Institute of Marketing. He can be contacted at francis@buttleassociates.com. Find out more at www.buttleassociates.com

Part A: Introduction 1. Introduction to Hospitality Marketing Part B: Pre-encounter Marketing 2. Marketing Research 3. Understanding and Segmenting Customers 4. Competitive Strategies 5. Developing the Offer 6. Locating the Offer 7. Pricing the Offer 8. Distributing the Offer 9. Communicating the Offer Part C: Encounter Marketing 10. Managing the Physical Environment 11. Managing Service Processes 12. Managing Customer-contact Employees Part D: Post-encounter Marketing 13. Managing Customer Satisfaction 14. Relationship Marketing Part E: The Marketing Plan 15. Marketing Planning