Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton.
By: Ford, Robert C (Robert Clayton).
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: 647.94068Item type | Current location | Shelf location | Call number | Copy number | Status | Notes | Date due | Barcode |
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Main Collection | Taylor's Library-TU |
Floor 4, Shelf 21 , Side 2, TierNo 5, BayNo 3 |
647.94068 FOR (Browse shelf) | 1 | Available | SHTEx,70002,03,RM | 5000159300 | |
Main Collection | Taylor's Library-TU |
Floor 4, Shelf 21 , Side 2, TierNo 5, BayNo 3 |
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 | 5000048057 | ||
Main Collection | Taylor's Library-TU |
Floor 4, Shelf 21 , Side 2, TierNo 5, BayNo 3 |
647.94068 FOR (Browse shelf) | 1 | Available | SHTEx,70002,03,RM | 5000033487 | |
Main Collection | Taylor's Library-TU |
Floor 4, Shelf 21 , Side 2, TierNo 5, BayNo 3 |
647.94068 FOR (Browse shelf) | 1 | Available | SHTEx,70002,03,RM | 5000029614 |
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647.94068 FOR Managing the guest experience in hospitality / | 647.94068 FOR Managing the guest experience in hospitality / | 647.94068 FOR Managing the guest experience in hospitality / | 647.94068 FOR Managing the guest experience in hospitality / | 647.94068 FOR Managing the guest experience in hospitality / | 647.94068 FOR Managing the guest experience in hospitality / | 647.94068 FOR 2012 Managing quality service in hospitality : |
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!