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

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

by William B. Martin
ISBN-10:
0130967459
ISBN-13:
2900130967458
Pub. Date:
06/28/2002
Publisher:
Pearson
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Overview

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

Providing Quality Service: What Every Hospitality Service Provider Needs to Know is the definitive resource for all hospitality service providers. In a reader-friendly style and format, it serves as a complete customer service guide for existing or potential service providers in food service, lodging, clubs, theme parks, or travel-related businesses.

Whatever the position, whatever the nature of the operation, if it's hospitality and the position requires interaction with guests in any way, this book outlines a comprehensive, quality customer service action plan for that position that generates success.

Its thirty-two application exercises and numerous examples in every chapter make its contents easily adaptable to the specific needs of any hospitality learning and training environment.

This book covers the full spectrum of quality service as seen through the eyes of the customer. It outlines customers' expectations for procedural as well as personal quality service. It clarifies what quality service is and how to provide it, including:

  • How to win with the customer
  • How to exhibit and maintain a positive attitude
  • How to "WOW" the guest
  • How to effectively handle customer complaints and difficult guests

Product Details

ISBN-13: 2900130967458
Publisher: Pearson
Publication date: 06/28/2002
Edition description: New Edition
Pages: 167
Product dimensions: 6.00(w) x 1.25(h) x 9.00(d)

Table of Contents

I. CUSTOMER SERVICE FUNDAMENTALS—PROVIDING HOSPITALITY AT ITS BEST.

 1. Winning with the Customer.

 2. The Nature of Customer Service.

 3. The Two Types of Customers.

 4. Defining “Quality” in Quality Service.

II. THE SYSTEM SIDE OF SERVICE—PROVIDING THAT PROCEDURAL TOUCH.

 5. Timing Is Everything.

 6. Getting in the Flow.

 7. An-tic-i-pa-tion.

 8. Communicate, Communicate, Communicate.

 9. Feedback—Food for Success.

10. To Be or Not to Be Accommodating?

III. THE HUMAN SIDE OF SERVICE—PROVIDING THAT PERSONAL TOUCH.

11. The Four Basic Customer Service Needs.

12. It's All about Attitude.

13. Words That Sting—Words That Soothe.

14. The Joy of Surprises—Providing the Unexpected.

15. Lending a Helping Hand.

16. Selling That Sells.

17. The Challenge of Gracious Problem Solving.

18. The Challenge of the Difficult Guest.

IV. SELF-ASSESSMENT—WHAT HAVE YOU LEARNED?

Test Your Knowledge—A True-False Test.

Test Your Skill—The Service Provider Self-Assessment Scale.

Additional Readings.

Index.

True-False Answers.

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