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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.