Quality Service

Quality Service : What Every Hospitality Manager Needs to Know

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Description

For courses in Customer Service, Hospitality Management, and Travel and Tourism.A must-read for all practicing and future hospitality managers, this text serves as a step-by-step guide to providing high-quality customer service. It applies to the entire spectrum of hospitality, including restaurants, hotels, clubs, theme parks, travel, and tourism, and includes as many examples from the various sectors of the industry as possible. These examples-along with numerous exercises and a multitude of figures- are what make this text directly applicable to the real world of hospitality.show more

Product details

  • Paperback | 202 pages
  • 177.8 x 231.14 x 12.7mm | 204.12g
  • Pearson Education (US)
  • Pearson
  • Upper Saddle River, NJ, United States
  • English
  • 0130930180
  • 9780130930187

Back cover copy

Quality Service, What Every Hospitality Manager Needs to Know is a genuine hospitality manager's guide to successful customer service. In an easy-to-read style, it tells you everything you need to know about transforming everyday humdrum hospitality into a level of customer service that others will rave about. This book addresses the needs of the entire spectrum of hospitality including foodservice and lodging operations, clubs, theme parks and the entire travel and tourism industry. It provides a simple step-by-step approach to creating and maintaining a hospitality organization where quality service thrives. Its thirty-two application exercises and numerous examples in every chapter make its contents easily adaptable to the specific needs of any hospitality organization. It clearly explains what quality service is and how to provide it, including: How to create a supportive quality service culture and leadership climate How to weave quality service into your everyday operation How to measure and reward quality service successes How to maintain continuous quality throughout your organizationshow more

Table of contents

1. What Quality Service Is and What You Can Do about It. 2. Customer Expectations: The Procedural Side. 3. Customer Expectations: The Personal Side. 4. Creating a Quality Service Culture and Supportive Leadership Climate. 5. Defining What Quality Service Is for You. 6. Weaving Quality Service into Your Operation. 7. Assessing Progress and Rewarding Successes. 8. Maintaining Quality Service with Continuous Quality Improvement.show more

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