Managing the Guest Experience in HospitalityBook - 2000
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.
Publisher: Albany, N.Y. : Delmar/Thomson Learning, c2000
Branch Call Number: 647.94068/FOR 4565nf 1