Providing Quality Service: What Every Hospitality Service Provider Needs to Know - Couverture souple

Martin, William B.

Couverture souple

ISBN 10 : 0130967459 ISBN 13 : 9780130967459

Editeur : Pearson, 2003

Synopsis

For courses in hospitality service.

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 text provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their quality service goals.

A propos du livre

Quatrième de couverture

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

Présentation de l'éditeur

For courses in hospitality service.

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 text provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their quality service goals.

Détails de l'édition

• Éditeur: Pearson
• Date d'édition: 2003
• Langue: anglais
• ISBN 10: 0130967459
• ISBN 13: 9780130967459
• Reliure: Broché
• Nombre de pages: 192
• Coordonnées du fabricant: non disponible
• Personne responsable: Riccardo Bacigalupo; riccardo.bacigalupo@sanoma.it; ; Sanoma Italia Via Arconati, 1 �; Milano; 20135; Italie