Guest Services Management
Seiten
1999
Delmar Cengage Learning (Verlag)
978-0-7668-1415-8 (ISBN)
Delmar Cengage Learning (Verlag)
978-0-7668-1415-8 (ISBN)
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This text is organized around the 14 "Service Principles" with a chapter dedicated to each. Late-1990s research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service".
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.
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.
| Erscheint lt. Verlag | 12.1.2000 |
|---|---|
| Zusatzinfo | glossary, index |
| Verlagsort | Clifton Park |
| Sprache | englisch |
| Maße | 185 x 229 mm |
| Gewicht | 700 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management |
| Weitere Fachgebiete ► Handwerk | |
| ISBN-10 | 0-7668-1415-7 / 0766814157 |
| ISBN-13 | 978-0-7668-1415-8 / 9780766814158 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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