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Presents conclusions and challenges from a study of best practices in the United States lodging industry conducted in 1998 and 1999. Potential areas for the development of best practices; Discussion on functional areas and best-practice development; Challenges in managing best practices.

Analyzes the results of a survey conducted by Cornell University at Ithaca, New York City on the competitive-positioning strategies of the lodging industry in the United States. Assessment of competency and distinctive value; Details on the focused strategic positioning; Alignment of the human-resources strategy.

Presents information on hotels with the best lodging practices across the United States, according to a study conducted by Cornell University in Ithaca, New York City. Four Seasons and Regent Hotels & Resorts in Turtle Creek, Dallas, Texas; Extended Stay America Efficiency Studios Hotel in Deerfield Beach, Florida; Days Inn in Altoona, Pennsylvania.

Part I. Examines the perspectives of guests in hotels and lodging industry in the United States. Why customers' perspectives must be considered; Investment on customer loyalty; Property and marketing management.

Deals with a study that sought to uncover the United States lodging industry's best practices in specific functions and in overall business strategy. Defenition of best practices; Nomination and selection for best-practice champions; Survey of customer value perceptions. INSETS: Sample Functional Cases: Good Nite Inn and Peninsula Beverly...;Overall Champion in the Upscale Segment;Champion in Extended-stay-Lower-tier Segment.

Discusses various aspects concerning customer satisfaction in restaurant management. Customer satisfaction as an indicator of repeat business; Identification of service-quality attributes of customer satisfaction; Quantification of customer satisfaction; Cost-benefit of improving customer satisfaction programs. INSET: Notes on methodology, by L.D., L.M.R., J.M.M..