Providing Quality Service What Every Hospitality Service Provider Needs to Know

ISBN-10: 0130967459

ISBN-13: 9780130967459

Edition: 2003

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Description: For courses in hospitality service. Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. The text provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their quality service goals.

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Book details

List price: $89.00
Copyright year: 2003
Publisher: Prentice Hall PTR
Publication date: 6/3/2002
Binding: Paperback
Pages: 167
Size: 7.75" wide x 9.75" long x 0.50" tall
Weight: 0.836
Language: English

Customer Service Fundamentals-Providing Hospitality at its Best
Winning with the Customer
The Nature of Customer Service
The Two Types of Customers
Defining ""Quality"" in Quality Service
The System Side of Service-Providing that Procedural Touch
Timing Is Everything
Getting in the Flow
An-tic-i-pa-tion
Communicate, Communicate, Communicate
Feedback-Food for Success
To Be or Not to Be Accommodating?
The Human Side of Service-Providin
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