Providing Quality Service: What Every Hospitality Service Provider Needs to Know
Language: English
Published by Pearson, 2002
- Softcover
- Used
Seller: Phatpocket Limited, Waltham Abbey, HERTS, United KingdomPhatpocket Limited
AbeBooks seller since April 28, 2005
Condition: Used - Good
US$ 1.63
Quantity: 1 available
Add to basketItem description from seller
Your purchase helps support Sri Lankan Children's Charity 'The Rainbow Centre'. Ex-library, so some stamps and wear, but in good overall condition. Our donations to The Rainbow Centre have helped provide an education and a safe haven to hundreds of children who live in appalling conditions.
Seller Inventory # Z1-K-018-01682
- Title
- Providing Quality Service: What Every Hospitality Service Provider Needs to Know
- Author
- Martin Ph.D., William B.
- Publisher
- Pearson
- Publication year
- 2002
- Condition
- Good
- Binding
- Soft cover
- Language
- English
- ISBN 10
- 0130967459
- ISBN 13
- 9780130967459
Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. The manual provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their goal of quality service. The author outlines customer service fundamentals including winning with the customer, defining “quality” in quality service, the system side of service and the human side of service, four basic customer service needs, selling that sells, and gracious problem solving, plus self-assessment exercises. For service providers and trainers.
"Synopsis" may belong to another edition of this title.
From the Back Cover
Providing Quality Service: What Every Hospitality Service Provider Needs to Know is the definitive resource for all hospitality service providers. In a reader-friendly style and format, it serves as a complete customer service guide for existing or potential service providers in food service, lodging, clubs, theme parks, or travel-related businesses.
Whatever the position, whatever the nature of the operation, if it's hospitality and the position requires interaction with guests in any way, this book outlines a comprehensive, quality customer service action plan for that position that generates success.
Its thirty-two application exercises and numerous examples in every chapter make its contents easily adaptable to the specific needs of any hospitality learning and training environment.
This book covers the full spectrum of quality service as seen through the eyes of the customer. It outlines customers' expectations for procedural as well as personal quality service. It clarifies what quality service is and how to provide it, including:
- How to win with the customer
- How to exhibit and maintain a positive attitude
- How to "WOW" the guest
- How to effectively handle customer complaints and difficult guests
"About the title" may belong to another edition of this title.
Phatpocket Limited
Waltham Abbey, HERTS, United Kingdom
AbeBooks seller since April 28, 2005
Shipping rates from United Kingdom to U.S.A.
| Item | 5 to 19 business days | 1 to 3 business days |
|---|---|---|
| First item | US$ 14.22 | US$ 36.07 |
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Phatpocket Limited is a world class secondhand bookstore located in the Hertfordshire countryside in the United Kingdom. We specialize in textbooks across an enormous variety of subjects. We aim to provide a low cost source of high quality textbooks to the academic community. We also have a sizable collection of rare and collectible books. We are dedicated to providing our customers with the highest standard of customer service in the bookselling business.Phatpocket Limited is registered in England and Wales: No. 04924751.…
Specialty
Used books, Used textbooksSeller's business information
Phatpocket Limited
67 Newland Street
Witham, United Kingdom CM8 1AA
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Books are usually shipped within two working days. All of our books have a 14 or 30 day no hassle money back guarantee unless stated otherwise in the book's description. Item must be returned in the exact same condition that it was received. Through our work with The Rainbow Centre and other Charity Partners, we have already given hundreds of young people in Sri Lanka and Africa the vital chance to get an education.
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