|  | Bagdan, Paul J.
Guest Service in the Hospitality Industry
 1. Auflage Dezember 2012
38,90 Euro
2012. 298 Seiten, Hardcover
ISBN 978-1-118-07180-9 - John Wiley & Sons
Preis inkl. Mehrwertsteuer zzgl. Versandkosten.
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| Kurzbeschreibung
This book adopts a general approach that incorporates various thoughts from different parts of the industry, differing from property to property. 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. In addition to a review of the history and overview of guest service, the book goes much further to include other essential topics, including problem-solving, quality tools and assessments, staffing, marketing, and strategic planning.
Aus dem Inhalt
Section I: Introduction, History, and Basics of Guest Service
* Chapter 1: The Basics of Guest Service
* Chapter 2: Defining Guest Service
* Chapter 3: Problem-Solving for Guest Service
Section II: Relating Service to the Sectors of the Hospitality Industry: How Service Relates
* Chapter 4: The Guest Service of Food
* Chapter 5: The Guest Service of Beverages
* Chapter 6: The Guest Service of Lodging
* Chapter 7: The Guest Service of Events
* Chapter 8: The Guest Service of Travel and Tourism
* Chapter 9: The Guest Service of Casinos
Section III: Assessments and Planning
* Chapter 10: Research and Tools
* Chapter 11: Strategic Planning for Service
* Chapter 12: Developing a Staff
* Chapter 13: Marketing and Establishing an Image for Service
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