Providing Quality Service What Every Hospitality Service Provider Needs to Know

Name: Providing Quality Service What Every Hospitality Service Provider Needs to Know
Availability: OutOfStock
ISBN: 9780130967459

ISBN-10: 0130967459

ISBN-13: 9780130967459

Edition: 2003

Authors: William B. Martin

List price: $89.00

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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.

Book details

List price: $89.00
Copyright year: 2003
Publisher: Prentice Hall PTR
Publication date: 6/3/2002
Binding: Paperback
Pages: 192
Size: 7.75" wide x 9.75" long x 0.50" tall
Weight: 0.990
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