ENGLISH

Managing the Guest Experience in Hospitality

By Cherrill P. Heaton , Robert Ford

Book information

Publisher
Delmar Cengage Learning
Year
1999
ISBN
0766814157, 9780766814158
LCC
TX911.3.C8 F67
Google Books ID
QNlXAAAAYAAJ
Open Library ID
OL22858026M
Language
english
Format
PDF
Filesize
33 MB (34428853 bytes)
Edition
1
Pages
423\423
Orientation
no
Scanned
yes
Time added
2012-02-04 16:00:00

Description

This book is organized around the 14 "Service Principles" with a chapter dedicated to each. The most recent research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service". A "Moment of Truth" feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered. A "Lessons Learned" section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way.

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