Managing quality service in hospitality : how organizations achieve excellence in the guest experience

Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton.

Author/creator	Ford, Robert C.
Other author/creator	Sturman, Michael C. (Michael Craig)
Other author/creator	Heaton, Cherrill P.
Format	Book and Print
Publication Info	Clifton Park, N.Y. : Delmar, Cengage Learning, ©2012.
Description	xxvii, 516 pages : color illustrations ; 27 cm
Subject(s)	Hospitality industry--Management. Hospitality industry--Customer services.

Contents	The basics of wow! The guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality cutlure: 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!
Bibliography note	Includes bibliographical references and index.
ISBN	9781439060322
ISBN	1439060320

Library	Location	Call Number	Status	Item Actions
Joyner	General Stacks	TX911.3 .M27 F67 2012	✔ Available	Place Hold