Guest Service in the Hospitality Industry

ISBN-10: 1118071808

ISBN-13: 9781118071809

Edition: 2013

Authors: Paul J. Bagdan

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Description:

Guest Service in the Hospitality Industry adopts the premise that there is no one simple solution to managing people who provide customer service. It does not claim one, absolute answer, but, instead, takes a general approach that incorporates various thoughts from different parts of the industry, differing from property to property. By providing several frameworks for instituting approaches, this text opens minds to the idea of taking care of the guest. It discusses issues and debunks myths about customer service with concepts that are solid and proven in the industry.Furthermore, this new text includes all of the major areas of the hospitality industry as they relate to delivering quality customer service. It not only provides a history and overview of guest service but then goes much further to include other essential topics, including problem-solving, quality tools and assessments, staffing, marketing, and strategic planning.
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Book details

List price: $87.95
Copyright year: 2013
Publisher: John Wiley & Sons Canada, Limited
Publication date: 11/6/2012
Binding: Hardcover
Pages: 320
Size: 7.75" wide x 9.50" long x 0.75" tall
Weight: 1.804
Language: English

Introduction, History, and Basics of Guest Service
The Basics of Guest Service
Defining Guest Service
Problem-Solving for Guest Service
Relating Service to the Sectors of the Hospitality Industry: How Service Relates A chapter is dedicated to each of these areas:
The Guest Service of Food
The Guest Service of Beverages
The Guest Service of Lodging
The Guest Service of Events
The Guest Service of Travel and Tourism
The Guest Service of Casinos
Assessments and Planning
Research and Tools
Strategic Planning for Service
Developing a Staff
Marketing and Establishing an Image for Service
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