Quality Service: What Every Hospitality Manager Needs to Know - Softcover

Martin Ph.D., William B.

Softcover

ISBN 10: 0130930180 ISBN 13: 9780130930187

Verlag: Pearson, 2001

Inhaltsangabe

For courses in Customer Service, Hospitality Management, and Travel and Tourism.

A must-read for all practicing and future hospitality managers, this text serves as a step-by-step guide to providing high-quality customer service. It applies to the entire spectrum of hospitality, including restaurants, hotels, clubs, theme parks, travel, and tourism, and includes as many examples from the various sectors of the industry as possible. These examples―along with numerous exercises and a multitude of figures― are what make this text directly applicable to the real world of hospitality.

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Quality Service, What Every Hospitality Manager Needs to Know is a genuine hospitality manager's guide to successful customer service. In an easy-to-read style, it tells you everything you need to know about transforming everyday humdrum hospitality into a level of customer service that others will rave about.

This book addresses the needs of the entire spectrum of hospitality including foodservice and lodging operations, clubs, theme parks and the entire travel and tourism industry. It provides a simple step-by-step approach to creating and maintaining a hospitality organization where quality service thrives.

Its thirty-two application exercises and numerous examples in every chapter make its contents easily adaptable to the specific needs of any hospitality organization.

It clearly explains what quality service is and how to provide it, including:

• How to create a supportive quality service culture and leadership climate
• How to weave quality service into your everyday operation
• How to measure and reward quality service successes
• How to maintain continuous quality throughout your organization

Details zur Ausgabe

• Verlag: Pearson
• Erscheinungsdatum: 2001
• Sprache: Englisch
• ISBN 10: 0130930180
• ISBN 13: 9780130930187
• Einband: Taschenbuch
• Auflage: 1
• Anzahl der Seiten: 224
• Kontakt zum Hersteller: Pearson; https://in.pearson.com/; ; via Lombardia 4; Arluno; Milano; 20004; Italien