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

By: Contributor(s): Publication details: Albany, N.Y. : Delmar/Thomson Learning, 2000.Description: xxiv, 432 p. : ill. ; 24 cmISBN:
  • 0766814157 (pbk.)
  • 9780766814158 (pbk.)
Subject(s): DDC classification:
  • 647.94068 FOR
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!
Holdings
Cover image Item type Current library Home library Collection Shelving location Shelf location Call number Materials specified Vol info Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Main Collection Taylor's Library-TU 647.94068 FOR (Browse shelf(Opens below)) 1 Available SHTEx,70000,03,RM 5000048057

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!