Managing the Guest Experience in Hospitality

定價：~~1990~~ 元

NT $ 1,891

作者：Robert Ford，Cherrill Heaton
出版社：桂魯
出版日期：2000-01-01
語言：英文
ISBN10：0766814157
ISBN13：9780766814158
裝訂：平裝 / 普通級 / 單色印刷 / 初版

內容簡介

　　This book is organized around the 14 "Service Principles" with a chapter dedicated to each. The most recent research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service". A "Moment of Truth" feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered. A "Lessons Learned" section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way.

Chapter 1: The Basics of Wow! The Guest Knows Best.
Chapter 2: Meeting the Guest Expectations Through Planning.
Chapter 3: Setting the Scene for the Guest Experience.
Chapter 4: Developing the Hospitality Culture: Everyone Serves!.
Chapter 5: Staffing for Service.
Chapter 6: Training for Service.
Chapter 7: Serving with a Smile: Motivation and Empowerment.
Chapter 8: Involving the Guest: Coproduction.
Chapter 9: Communicating for Service.
Chapter 10: Delivering the Service.
Chapter 11: Waiting for Service.
Chapter 12: Fixing Service Problems.
Chapter 13: Serving Perfectly.
Chapter 14: Service Excellence: Leading the Way to Wow!
Glossary
Appendix
Index

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