Guest Services Management

Guest Services Management

3.75 (4 ratings by Goodreads)
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Description

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.
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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.
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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)
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