000			01450cam a22002174a 4500
005			20250605164408.0
008			250528s ||||||||||||||||||||||||d
035			_a24887
020			_a9781439060322
040			_aGR-AtMCL _bgre _dGR-AtMCL _eAACR2
245	1		_aManaging Quality Service in Hospitality / How Organizations Achieve Excellence in the Guest Experience
260			_bDelmar Cengage Learning, _c2012
300			_a518
520			_aThis 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.
700	1		_aFord Robert C _99632
700	1		_aHeaton Cherill P _99633
700	1		_aSturman Michael C _99634
942			_cBK
999			_c9722 _d9722