Managing hospitality organizations : achieving excellence in the guest experience
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Thousand Oaks, California :
SAGE Publications, Inc.
c2020
|
| Edition: | Second edition |
| Subjects: |
Table of Contents:
- 1. The basics of wow! the guest knows best
- 2. Meeting guest expectations through planning
- 3. Setting the scene for the guest experience
- 4. Developing the hospitality culture:everyone serves
- 5. Staffing for service
- 6. Training and developing employees to serve
- 7. Serving with a smile:motivating exceptional service
- 8. Involving the guest: the co-creation of value
- 9. Communicating for service
- 10. Planning the service delivery system
- 11. Waiting for service
- 12. Measuring and managing service delivery
- 13. Fixing service failures
- 14. Service excellence: leading the way to wow!