Managing Quality Service in Hospitality / How Organizations Achieve Excellence in the Guest Experience
Managing Quality Service in Hospitality / How Organizations Achieve Excellence in the Guest Experience
- Delmar Cengage Learning, 2012
- 518
This book teaches the concept and principles of treating customers as guests and creating a 'WOW' experience for them. Preface, Acknowledgements, Introduction, The Hospitality Service Strategy, The Basics of Wow! The Guest Knows Best, Meeting Guest Expectations through Planning, Setting the Scene for the Guest Experience, Developing the Hospitality Culture: Everyone Serves!, The Hospitality Service Staff, Staffing the Service, Training and Developing Employees to Serve, Serving with a Smile: Motivating Exceptional Service, Involving the Guest: The Co-Creation of Value, The Hospitality Service Delivery System, Communicating for Service, Planning the Service Delivery System, Waiting for Service, Measuring and Managing Service delivery, Fixing Service Failures, Serving Excellence: Leading the Way to Wow, Glossary, Index.
9781439060322
This book teaches the concept and principles of treating customers as guests and creating a 'WOW' experience for them. Preface, Acknowledgements, Introduction, The Hospitality Service Strategy, The Basics of Wow! The Guest Knows Best, Meeting Guest Expectations through Planning, Setting the Scene for the Guest Experience, Developing the Hospitality Culture: Everyone Serves!, The Hospitality Service Staff, Staffing the Service, Training and Developing Employees to Serve, Serving with a Smile: Motivating Exceptional Service, Involving the Guest: The Co-Creation of Value, The Hospitality Service Delivery System, Communicating for Service, Planning the Service Delivery System, Waiting for Service, Measuring and Managing Service delivery, Fixing Service Failures, Serving Excellence: Leading the Way to Wow, Glossary, Index.
9781439060322