Guest Services Management

Guest Services Management

3.75 (4 ratings by Goodreads)
By (author)  , By (author) 

List price: US$138.95

Currently unavailable

Add to wishlist

AbeBooks may have this title (opens in new window).

Try AbeBooks


This book is organized around the 14 "Service Principles" with a chapter dedicated to each. The most recent research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service". A "Moment of Truth" feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered. A "Lessons Learned" section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way.
show more

Product details

  • Paperback | 432 pages
  • 187.96 x 231.14 x 12.7mm | 612.35g
  • Delmar Cengage Learning
  • Clifton Park, United States
  • English
  • glossary, index
  • 0766814157
  • 9780766814158

Table of contents

Chapter 1: The Basics of Wow! The Guest Knows Best. Chapter 2: Meeting the Guest Expectations Through Planning. Chapter 3: Setting the Scene for the Guest Experience. Chapter 4: Developing the Hospitality Culture: Everyone Serves!. Chapter 5: Staffing for Service. Chapter 6: Training for Service. Chapter 7: Serving with a Smile: Motivation and Empowerment. Chapter 8: Involving the Guest: Coproduction. Chapter 9: Communicating for Service. Chapter 10: Delivering the Service. Chapter 11: Waiting for Service. Chapter 12: Fixing Service Problems. Chapter 13: Serving Perfectly. Chapter 14: Service Excellence: Leading the Way to Wow!. Glossary. Appendix. Index.
show more

Rating details

4 ratings
3.75 out of 5 stars
5 25% (1)
4 50% (2)
3 0% (0)
2 25% (1)
1 0% (0)
Book ratings by Goodreads
Goodreads is the world's largest site for readers with over 50 million reviews. We're featuring millions of their reader ratings on our book pages to help you find your new favourite book. Close X