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Managing Quality Service in Hospitality How Organizations Achieve Excellence in the Guest Experience

ISBN-10: 1439060320
ISBN-13: 9781439060322
Edition: 2012
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Book details

List price: $98.95
Copyright year: 2012
Publisher: Delmar Cengage Learning
Publication date: 2/14/2011
Binding: Hardcover
Pages: 536
Size: 8.00" wide x 10.00" long x 1.00" tall
Weight: 2.706
Language: English

Cherrill P. Heaton (Ph.D.) recently retired as Professor of Organizational Communications from the University of North Florida where he taught organizational and business communications to students in the graduate business programs for thirty years. In addition, he taught short courses in effective business communication in numerous executive education programs. Besides serving as editor of Management by Objectives in Higher Education, he is the co-author of several articles on service management and four texts; Principles of Management: A Decision Making Approach; Organizational Theory, Achieving Service Excellence: Strategies for Health Care; and Managing the Guest Experience in Hospitality. He also served as managing editor for the Academy of Management Executive.

Dedication
Foreword
Preface
Acknowledgments
Introduction
The Hospitality Service Strategy
The Basics of Wow! The Guest Knows Best
Meeting Guest Expectations through Planning
Setting the Scene for the Guest Experience
Developing the Hospitality Culture: Everyone Serves!
The Hospitality Service Staff
Staffing for Service
Training for Service
Serving with a Smile: Motivating Exceptional Service
Involving the Guest: Co-creation of Value
The Hospitality Service Delivery System
Communicating for Service
Preparing the Service Delivery System
Waiting for Service
Making Sure Your Service Measures Up
Fixing Service Problems
Service Excellence: Leading the Way to Wow!
Glossary
Index

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