Normal view MARC view ISBD view

Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton.

By: Ford, Robert C (Robert Clayton), 1945-.
Contributor(s): Heaton, Cherrill P.
Publisher: Albany, N.Y. : Delmar/Thomson Learning, 2000Description: xxiv, 432 p. : ill. ; 24 cm.ISBN: 0766814157 (pbk.); 9780766814158 (pbk.).Subject(s): Hospitality industry -- Customer services | Hospitality industry | Hospitality industry -- ManagementDDC classification: 647.94068
Contents:
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!
Item type Current location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU
647.94068 FOR (Browse shelf) 1 Available SHTEx,70002,03,RM 5000159300
Main Collection Taylor's Library-TU
647.94068 FOR (Browse shelf) 1 Available SHTEx,70000,03,RM 5000165650
Main Collection Taylor's Library-TU
647.94068 FOR (Browse shelf) 1 Available SHTEx,70000,03,RM 1000811377
Main Collection Taylor's Library-TU
647.94068 FOR (Browse shelf) 1 Available SHTEx,70002,03,RM 1000802382
Main Collection Taylor's Library-TU
647.94068 FOR (Browse shelf) 1 Available SHTEx,70002,03,RM 1000802200

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!