| 000 -LEADER |
|---|
| fixed length control field |
01744cam a2200265 a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
vtls001949360 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
MY-SjTCS |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20200226121359.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
110218t2000 nyua b 001 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0766814157 (pbk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780766814158 (pbk.) |
| 039 #9 - LEVEL OF BIBLIOGRAPHIC CONTROL AND CODING DETAIL [OBSOLETE] |
|---|
| Level of rules in bibliographic description |
201910021058 |
| Level of effort used to assign nonsubject heading access points |
shuhada |
| Level of effort used to assign subject headings |
201102181500 |
| Level of effort used to assign classification |
VLOAD |
| Level of effort used to assign subject headings |
200812241207 |
| Level of effort used to assign classification |
shuhada |
| Level of effort used to assign subject headings |
200812241206 |
| Level of effort used to assign classification |
shuhada |
| -- |
200407271918 |
| -- |
VLOAD |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
647.94068 |
| Item number |
FOR |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Ford, Robert C |
| Fuller form of name |
(Robert Clayton) |
| Dates associated with a name |
1945- |
| 9 (RLIN) |
11706 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Managing the guest experience in hospitality / |
| Statement of responsibility, etc. |
Robert C. Ford, Cherrill P. Heaton. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Albany, N.Y. : |
| Name of publisher, distributor, etc. |
Delmar/Thomson Learning, |
| Date of publication, distribution, etc. |
2000. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxiv, 432 p. : |
| Other physical details |
ill. ; |
| Dimensions |
24 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
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! |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Hospitality industry |
| General subdivision |
Customer services. |
| 9 (RLIN) |
11707 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Hospitality industry. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Hospitality industry |
| General subdivision |
Management. |
| 9 (RLIN) |
5110 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Heaton, Cherrill P. |
| 9 (RLIN) |
11708 |
| 920 ## - Programme |
|---|
| Programme |
TCHT : 621353, 622511, 622688, 640116, 640130, 642469 |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha biblionumber |
181880 |
| Koha biblioitemnumber |
181880 |
| 952 ## - LOCATION AND ITEM INFORMATION (KOHA) |
|---|
| -- |
7104:20161206 |
