Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton.
Material type:
TextPublication details: Albany, NY : Delmar/Thomson Learning, c2000.Description: xxiv, 432 p. : ill. ; 24 cmISBN: - 0766814157
- 647.94/068// 21
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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.