Introduction -- Section 1: The hospitality service strategy -- The basics of wow!: the guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- Section 2: The hospitality service staff -- Staffing for service -- Training for service -- Serving with a smile: motivation and empowerment -- Involving the guest: coproduction -- Section 3: The hospitality service systems -- Communicating for service -- Delivering the service -- Waiting for service -- Fixing service problems -- Serving perfectly -- Service excellence: leading the way to wow! -- Glossary.