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

Paperback (Print)
Rent
Rent from BN.com
$20.94
(Save 76%)
Est. Return Date: 09/27/2014
Used and New from Other Sellers
Used and New from Other Sellers
from $35.99
Usually ships in 1-2 business days
(Save 58%)
Other sellers (Paperback)
  • All (13) from $35.99   
  • New (4) from $77.00   
  • Used (9) from $0.00   
Close
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any BN.com coupons and promotions
$77.00
Seller since 2008

Feedback rating:

(176)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

New
Brand New book

Ships from: Chatham, NJ

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$77.53
Seller since 2007

Feedback rating:

(23307)

Condition: New
BRAND NEW

Ships from: Avenel, NJ

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
$82.83
Seller since 2008

Feedback rating:

(17478)

Condition: New
Brand New, Perfect Condition, Please allow 4-14 business days for delivery. 100% Money Back Guarantee, Over 1,000,000 customers served.

Ships from: Westminster, MD

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
$122.91
Seller since 2013

Feedback rating:

(2)

Condition: New
New

Ships from: San Diego, CA

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
Page 1 of 1
Showing All
Close
Sort by

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.

Read More Show Less

Product Details

  • ISBN-13: 9780130930187
  • Publisher: Prentice Hall
  • Publication date: 10/28/2001
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 202
  • Product dimensions: 6.90 (w) x 9.00 (h) x 0.70 (d)

Read an Excerpt

This is the third iteration of what was previously entitled Quality Service, The Restaurant Managers' Bible. When the book first came out in 1986, a surprising thing happened. Most of the feedback and calls I received expressing interest in the book did not come from the restaurant sector. They came from hotel and travel companies. Even then, it was evident to readers that what I had to say about quality service and how to manage it was applicable to a wide audience in the hospitality industry.

Well, finally in this new millennium, I have written a more comprehensive and broader application to managing quality customer service. This is a different book from earlier editions. It is not only bigger and better, but it also applies to the entire spectrum of hospitality, including, but certainly not limited to, restaurants, hotels, clubs, theme parks, and the entire travel and tourism industry. I have attempted to include as many examples from the various sectors of the industry as possible.

Delivery of quality customer service remains as important to the success of the hospitality industry as ever. However, that doesn't mean we have been doing a very good job at it. Over the last fifteen years, I have seen some customer service progress in our industry, but it has been slow in coming and spotty in impact. Unfortunately, the fact remains, as an industry, we are doing a very good job delivering a very mediocre customer service product. When it comes to customer service, mediocrity does indeed abound. Of course, there are horror stories that come to light from time to time, and sometimes, albeit far too rarely, hospitality. customers receive a level of service that they can actually rave about. But overall, much customer service progress needs to occur before we can claim, as an industry, that we do in fact deliver a quality customer service product.

Clearly, more people need to read and implement the contents of this book.

Improvement in the day-to-day delivery of hospitality customer service will not come without first committing to the concepts presented in this book and then putting them to actual use. With this in mind, I have constructed a complete set of application interaction exercises that accompany each chapter. The thirty-two exercises are designed to facilitate not only a more thorough knowledge and understanding of the concepts presented irk the chapters, but they also serve as a guide for direct hands-on application in any hospitality setting.

The lasting legacy of customer service in our industry lies in the hands of current and future leaders. For this reason, I have written this book with two audiences in mind: present industry leaders and prospective ones. That is why the book is adaptable for industry use and implementation, as well as for a college-level course in service management. The first three chapters review the fifteen components of customer expectations for hospitality quality service. The framework of these components provides a useful tool for observing, analyzing, and critiquing actual customer service encounters in an ongoing hospitality organization. Chapters 4 through 8 provide a framework by which the management of an entire hospitality organization or a targeted service unit can also be studied and analyzed. Thus, the entire book has been designed to facilitate a comprehensive customer service review of any hospitality operation from a workplace point of view or an academic perspective.

William B. Martin Pomona, California March 2001

Read More Show Less

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.

Read More Show Less

Preface

This is the third iteration of what was previously entitled Quality Service, The Restaurant Managers' Bible. When the book first came out in 1986, a surprising thing happened. Most of the feedback and calls I received expressing interest in the book did not come from the restaurant sector. They came from hotel and travel companies. Even then, it was evident to readers that what I had to say about quality service and how to manage it was applicable to a wide audience in the hospitality industry.

Well, finally in this new millennium, I have written a more comprehensive and broader application to managing quality customer service. This is a different book from earlier editions. It is not only bigger and better, but it also applies to the entire spectrum of hospitality, including, but certainly not limited to, restaurants, hotels, clubs, theme parks, and the entire travel and tourism industry. I have attempted to include as many examples from the various sectors of the industry as possible.

Delivery of quality customer service remains as important to the success of the hospitality industry as ever. However, that doesn't mean we have been doing a very good job at it. Over the last fifteen years, I have seen some customer service progress in our industry, but it has been slow in coming and spotty in impact. Unfortunately, the fact remains, as an industry, we are doing a very good job delivering a very mediocre customer service product. When it comes to customer service, mediocrity does indeed abound. Of course, there are horror stories that come to light from time to time, and sometimes, albeit far too rarely, hospitality. customers receive a level of service that they can actually rave about. But overall, much customer service progress needs to occur before we can claim, as an industry, that we do in fact deliver a quality customer service product.

Clearly, more people need to read and implement the contents of this book.

Improvement in the day-to-day delivery of hospitality customer service will not come without first committing to the concepts presented in this book and then putting them to actual use. With this in mind, I have constructed a complete set of application interaction exercises that accompany each chapter. The thirty-two exercises are designed to facilitate not only a more thorough knowledge and understanding of the concepts presented irk the chapters, but they also serve as a guide for direct hands-on application in any hospitality setting.

The lasting legacy of customer service in our industry lies in the hands of current and future leaders. For this reason, I have written this book with two audiences in mind: present industry leaders and prospective ones. That is why the book is adaptable for industry use and implementation, as well as for a college-level course in service management. The first three chapters review the fifteen components of customer expectations for hospitality quality service. The framework of these components provides a useful tool for observing, analyzing, and critiquing actual customer service encounters in an ongoing hospitality organization. Chapters 4 through 8 provide a framework by which the management of an entire hospitality organization or a targeted service unit can also be studied and analyzed. Thus, the entire book has been designed to facilitate a comprehensive customer service review of any hospitality operation from a workplace point of view or an academic perspective.

William B. Martin
Pomona, California
March 2001

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)