Quality service : what every hospitality manager needs to know

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Title:

Author:

Martin, William B.

ISBN:

9780130930187

Personal Author:

Martin, William B.

Publication Information:

Physical Description:

xvii, 202 pages : illustrations ; 24 cm

Contents:

What Quality Service Is and What You Can Do About It -- Customer Expectations: The Procedural Side -- Customer Expectations: The Personal Side -- Creating a Quality Service Culture and Supportive Leadership Climate -- Defining What Quality Service Is for You -- Weaving Quality Service into Your Operation -- Assessing Progress and Rewarding Successes -- Maintaining Quality Service with Continuous Quality Improvement.

Abstract:

"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."--Jacket.

Subject Term:

Hospitality industry.

Hospitality industry. (OCoLC)fst00961126

Copies:

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Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:VCSD	1:GEN-BOOK	000051078	647.950 MAR	1	Searching... Unknown

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Summary

A must-read for all hospitality managers in every sector of the industry, this text serves as a step-by-step guide to providing quality customer service. This book provides 32 Application Interaction Exercises that takes the reader through every aspect of customer service--from assessing customer expectations, to creating a quality service environment, to maintaining quality service. The entire spectrum of the hospitality industry is discussed, including restaurants, hotels, clubs, theme parks, travel, and tourism. For hospitality managers, restaurant managers, club managers, theme park managers, and travel and tourism managers that want a step-by-step guide to providing quality customer service.