9781118071809

Guest Service in the Hospitality Industry

  • ISBN 13:

    9781118071809

  • ISBN 10:

    1118071808

  • Format: Hardcover
  • Copyright: 11/06/2012
  • Publisher: John Wiley & Sons Inc

Note: Not guaranteed to come with supplemental materials (access cards, study guides, lab manuals, CDs, etc.)

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Summary

Guest Service in the Hospitality Industry adopts the premise that there is no one simple solution to managing people who provide customer service. It does not claim one, absolute answer, but, instead, takes a general approach that incorporates various thoughts from different parts of the industry, differing from property to property. By providing several frameworks for instituting approaches, this text opens minds to the idea of taking care of the guest. It discusses issues and debunks myths about customer service with concepts that are solid and proven in the industry. Furthermore, this new text includes all of the major areas of the hospitality industry as they relate to delivering quality customer service. It not only provides a history and overview of guest service but then goes much further to include other essential topics, including problem-solving, quality tools and assessments, staffing, marketing, and strategic planning.

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