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Quality Service : What Every Hospitality Manager Needs to Know by William B. Martin (2019, Trade Paperback)
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A must-read for all hospitality managers in every sector of the industry, this text serves as a step-by-step guide to providing quality customer service. This book provides 32 Application Interaction Exercises that takes the reader through every aspect of customer service—from assessing customer expectations, to creating a quality service environment, to maintaining quality service. The entire spectrum of the hospitality industry is discussed, including restaurants, hotels, clubs, theme parks, travel, and tourism. For hospitality managers, restaurant managers, club managers, theme park managers, and travel and tourism managers that want a step-by-step guide to providing quality customer service.
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About this product
Product Identifiers
PublisherPrentice Hall PTR
ISBN-100130930180
ISBN-139780130930187
eBay Product ID (ePID)1954457
Product Key Features
Number of Pages224 Pages
Publication NameQuality Service : What Every Hospitality Manager Needs to Know
LanguageEnglish
SubjectCustomer Relations, Industries / Hospitality, Travel & Tourism
Publication Year2019
TypeTextbook
Subject AreaBusiness & Economics
AuthorWilliam B. Martin
FormatTrade Paperback
Dimensions
Item Height0.6 in
Item Weight14.4 Oz
Item Length8.9 in
Item Width6.8 in
Additional Product Features
Intended AudienceCollege Audience
LCCN2001-034012
Dewey Edition21
IllustratedYes
Dewey Decimal647.95/068
Table Of Content1. What Quality Service Is and What You Can Do about It. 2. Customer Expectations: The Procedural Side. 3. Customer Expectations: The Personal Side. 4. Creating a Quality Service Culture and Supportive Leadership Climate. 5. Defining What Quality Service Is for You. 6. Weaving Quality Service into Your Operation. 7. Assessing Progress and Rewarding Successes. 8. Maintaining Quality Service with Continuous Quality Improvement.
SynopsisFor courses in Customer Service, Hospitality Management, and Travel and Tourism. A must-read for all practicing and future hospitality managers, this text serves as a step-by-step guide to providing high-quality customer service. It applies to the entire spectrum of hospitality, including restaurants, hotels, clubs, theme parks, travel, and tourism, and includes as many examples from the various sectors of the industry as possible. These examples along with numerous exercises and a multitude of figures are what make this text directly applicable to the real world of hospitality., A must-read for all hospitality managers in every sector of the industry, this text serves as a step-by-step guide to providing quality customer service. This book provides 32 Application Interaction Exercises that takes the reader through every aspect of customer service--from assessing customer expectations, to creating a quality service environment, to maintaining quality service. The entire spectrum of the hospitality industry is discussed, including restaurants, hotels, clubs, theme parks, travel, and tourism. For hospitality managers, restaurant managers, club managers, theme park managers, and travel and tourism managers that want a step-by-step guide to providing quality customer service.
LC Classification NumberTX911.M373 2002
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