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

By: Contributor(s): Material type: TextTextPublication details: Albany, NY ; [London] : Delmar/Thomson Learning, c2000.Description: xxiv, 432 p. : ill. ; 24 cmISBN:
  • 9780766814158 :
  • 0766814157
Subject(s): DDC classification:
  • 647.94068 FOR
Incomplete contents:
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.
Summary: 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".
Holdings
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".

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