Managing quality service in hospitality : how organizations achieve excellence in the guest experience
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| Otros Autores: | , |
| Formato: | Libro |
| Lenguaje: | English |
| Publicado: |
Clifton Park, N.Y. :
Delmar, Cengage Learning,
©2012
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| Materias: |
Tabla de Contenidos:
- 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!.
- Staffing for service.
- Training and developing employees to serve.
- Serving with a smile: motivating exceptional service.
- Involving the guest: the co-creation of value.
- Communicating for service.
- Planning the service delivery system.
- Waiting for service.
- Measuring and managing service delivery.
- Fixing service failures.
- Service excellence: leading the way to wow!.