Study Guide

ISBN 10: 0130949817 / ISBN 13: 9780130949813
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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.

From the Back Cover:

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.

It clearly explains what quality service is and how to provide it, including:

  • How to create a supportive quality service culture and leadership climate
  • How to weave quality service into your everyday operation
  • How to measure and reward quality service successes
  • How to maintain continuous quality throughout your organization

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Title: Study Guide
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Martin Ph.D., William B.
Published by Pearson
ISBN 10: 0130949817 ISBN 13: 9780130949813
Used PAPERBACK Quantity Available: 1
(Montgomery, IL, U.S.A.)

Book Description Pearson. PAPERBACK. Condition: Very Good. 0130949817 Item in very good condition and at a great price! Textbooks may not include supplemental items i.e. CDs, access codes etc. Seller Inventory # Z0130949817Z2

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