Managing the guest experience in hospitality

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Title:

Author:

Ford, Robert C. (Robert Clayton), 1945-

ISBN:

9780766814158

Personal Author:

Ford, Robert C. (Robert Clayton), 1945-

Publication Information:

Physical Description:

xxiv, 432 pages : illustrations ; 24 cm

Contents:

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.

Abstract:

Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.

Subject Term:

Hospitality industry -- Customer services.

Added Author:

Heaton, Cherrill P.

Electronic Access:

Table of contents http://catdir.loc.gov/catdir/enhancements/fy1302/99049972-t.html
Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy1302/99049972-b.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy1302/99049972-d.html

Copies:

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Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:VCDBN	1:GEN-BOOK	000023392	647.94 FOR	1	Searching... Unknown
Searching... 1:VCSD	1:GEN-BOOK	000050822	647.94 FOR	1	Searching... Unknown

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Summary

This book is organized around the 14 Service Principles with a chapter dedicated to each. The most recent research is integrated throughout to support each principle and each chapter provides Exemplars of Excellent Service. A Moment of Truth feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered. A Lessons Learned section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way.