Quality Service: What Every Hospitality Manager Needs to Know / Edition 1

Quality Service: What Every Hospitality Manager Needs to Know / Edition 1

by William B. Martin Ph.D.
     
 

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ISBN-10: 0130930180

ISBN-13: 9780130930187

Pub. Date: 10/28/2001

Publisher: Pearson

A must-read for all hospitality managers in every sector of the industry, this text serves as a step-by-step guide to providing quality customer service. This book provides 32 Application Interaction Exercises that takes the reader through every aspect of customer service—from assessing customer expectations, to creating a quality service

Overview

A must-read for all hospitality managers in every sector of the industry, this text serves as a step-by-step guide to providing quality customer service. This book provides 32 Application Interaction Exercises that takes the reader through every aspect of customer service—from assessing customer expectations, to creating a quality service environment, to maintaining quality service. The entire spectrum of the hospitality industry is discussed, including restaurants, hotels, clubs, theme parks, travel, and tourism. For hospitality managers, restaurant managers, club managers, theme park managers, and travel and tourism managers that want a step-by-step guide to providing quality customer service.

Product Details

ISBN-13:
9780130930187
Publisher:
Pearson
Publication date:
10/28/2001
Edition description:
New Edition
Pages:
202
Sales rank:
371,419
Product dimensions:
7.00(w) x 9.00(h) x 0.70(d)

Table of Contents

1. What Quality Service Is and What You Can Do about It.

2. Customer Expectations: The Procedural Side.

3. Customer Expectations: The Personal Side.

4. Creating a Quality Service Culture and Supportive Leadership Climate.

5. Defining What Quality Service Is for You.

6. Weaving Quality Service into Your Operation.

7. Assessing Progress and Rewarding Successes.

8. Maintaining Quality Service with Continuous Quality Improvement.

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