Ford, Robert C 1945-
Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton. - Albany, N.Y. : Delmar/Thomson Learning, 2000. - xxiv, 432 p. : ill. ; 24 cm.
Includes bibliographical references and index.
Section 1: The hospitality service strategy: Ch. 1 The basics of Wow! The guest knows best. - Ch. 2 Meeting guest expectations through planning. - Ch. 3 Setting the scene for the guest experience. - Ch 4 Developing the hospitality culture: Everyone serves! - Sectin 2: The hospitality service staff: Ch 5 Staffing for service. - Ch 6 Training for service. - Ch 7 Serving with a smile: Motivation and empowerment. - Ch 8 Involving the guest: Coproduction. - Section 3: The hospitality service system : Ch 9 Communicating for service. - Ch 10 Delivering the service. - Ch 11 Waiting for service. - Ch 12 Fixing service problems. - Ch 13 Serving perfectly. - Ch 14 Service excellence: Leading the way to Wow!
0766814157 (pbk.) 9780766814158 (pbk.)
Hospitality industry--Customer services.
Hospitality industry.
Hospitality industry--Management.
647.94068 / FOR
Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton. - Albany, N.Y. : Delmar/Thomson Learning, 2000. - xxiv, 432 p. : ill. ; 24 cm.
Includes bibliographical references and index.
Section 1: The hospitality service strategy: Ch. 1 The basics of Wow! The guest knows best. - Ch. 2 Meeting guest expectations through planning. - Ch. 3 Setting the scene for the guest experience. - Ch 4 Developing the hospitality culture: Everyone serves! - Sectin 2: The hospitality service staff: Ch 5 Staffing for service. - Ch 6 Training for service. - Ch 7 Serving with a smile: Motivation and empowerment. - Ch 8 Involving the guest: Coproduction. - Section 3: The hospitality service system : Ch 9 Communicating for service. - Ch 10 Delivering the service. - Ch 11 Waiting for service. - Ch 12 Fixing service problems. - Ch 13 Serving perfectly. - Ch 14 Service excellence: Leading the way to Wow!
0766814157 (pbk.) 9780766814158 (pbk.)
Hospitality industry--Customer services.
Hospitality industry.
Hospitality industry--Management.
647.94068 / FOR