Managing quality service in hospitality : how organizations achieve excellence in the guest experience

Author:

Ford, Robert C. (Robert Clayton), 1945-

Title:

Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton.

Format:

Book

Published:

Clifton Park, N.Y. : Delmar, Cengage Learning, c2012.

Language:

English

Description:

xxvii, 516 p. : col. ill. ; 27 cm.

URL:

<Contributor biographical information> http://catdir.loc.gov/catdir/enhancements/fy1303/2010936298-b.html <Publisher description> http://catdir.loc.gov/catdir/enhancements/fy1303/2010936298-d.html <Table of contents only> http://catdir.loc.gov/catdir/enhancements/fy1303/2010936298-t.html

Other contributors:

Sturman, Michael C. (Michael Craig) Heaton, Cherrill P.

Notes:

Includes bibliographical references and index.

Contents:

• The basics of wow! The guest knows best
• Meeting guest expectations through planning
• Setting the scene for the guest experience
• Developing the hospitality culture: everyone serves!
• Staffing for service
• Training and developing employees to serve
• Serving with a smile: motivating exceptional service
• Involving the guest: the co-creation of value
• Communicating for service
• Planning the service delivery system
• Waiting for service
• Measuring and managing service delivery
• Fixing service failures
• Service excellence: leading the way to wow!

Subject headings:

Hospitality industry--Management. Hospitality industry--Customer services.

ISBN:

9781439060322 1439060320