Managing the guest experience in hospitality /
Ford, Robert C. 1945-
Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton. - Albany, NY : Delmar/Thomson Learning, c2000. - xxiv, 432 p. : ill. ; 24 cm.
Includes bibliographical references and index.
1. The Basics of Wow! The Guest Knows Best -- 2. Meeting the Guest Expectations Through Planning -- 3. Setting the Scene for the Guest Experience -- 4. Developing the Hospitality Culture: Everyone Serves! - - 5. Staffing for Service -- 6. Training for Service -- 7. Serving with a Smile: Motivation and Empowerment -- 8. Involving the Guest: Coproduction -- 9. Communicating for Service -- 10. Delivering the Service -- 11. Waiting for Service -- 12. Fixing Service Problems -- 13. Serving Perfectly -- 14. Service Excellence: Leading the Way to Wow!
Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.
0766814157
99049972
Hospitality industry--Customer services.
647.94/068//
Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton. - Albany, NY : Delmar/Thomson Learning, c2000. - xxiv, 432 p. : ill. ; 24 cm.
Includes bibliographical references and index.
1. The Basics of Wow! The Guest Knows Best -- 2. Meeting the Guest Expectations Through Planning -- 3. Setting the Scene for the Guest Experience -- 4. Developing the Hospitality Culture: Everyone Serves! - - 5. Staffing for Service -- 6. Training for Service -- 7. Serving with a Smile: Motivation and Empowerment -- 8. Involving the Guest: Coproduction -- 9. Communicating for Service -- 10. Delivering the Service -- 11. Waiting for Service -- 12. Fixing Service Problems -- 13. Serving Perfectly -- 14. Service Excellence: Leading the Way to Wow!
Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.
0766814157
99049972
Hospitality industry--Customer services.
647.94/068//