Quality Service
What Every Hospitality Manager Needs to Know
Published on 14. January 2002
Book
Paperback/Softback
224 pages
978-0-13-093018-7 (ISBN)
Description
For 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 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.
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Content
1. 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.
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.