Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton.
Material type: TextPublication details: Albany, NY ; [London] : Delmar/Thomson Learning, c2000.Description: xxiv, 432 p. : ill. ; 24 cmISBN:- 9780766814158 :
- 0766814157
- 647.94068 FOR
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Long Loan | TUS: Midlands, Main Library Athlone General Lending | 647.94068 FOR (Browse shelf(Opens below)) | 1 | Available | 118064 |
Includes bibliographical references and index.
THE SERVICE STRATEGY. Service Quality and Value are Always Defined by the Guest. Meeting the Guest Expectations Through Planning: Focus Strategy by Identifying and Using the Key Drivers of Guest Satisfaction. Setting the Scene for Service: Provide the Service Setting that Guests Expect. Developing the Organizational Culture: Everyone Serves!: Define and Build a Total Service Culture. THE SERVICE STAFF. Staffing for Service: Find and Hire People Who Love to Serve. Training for Service: Guests Expect Competent Employees. Serving with a Smile: Motivation and Empowerment: Guests Expect Happy, Motivated Employees. Involving the Guest: Self-Service: Employ Your Guests Within the Service Experience. THE SERVICE SYSTEMS. Communicating for Service: Use Information to Glue the Service-Experience Elements Together. Delivering the Service: Provide Seamless Service Delivery. Waiting for Service: Manage the Guest's Wait. Fixing Service Problems: Don't Fail the Guest Twice - or Else! Serving Perfectly: Pursue Perfection. It All Starts with the Guest: Keep Improving Your Service.
This text is organized around the 14 "Service Principles" with a chapter dedicated to each. Late-1990s research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service".