Managing the Guest Experience in Hospitality

ISBN: 9780766814158

出版社: Thomson Delmar Learning

出版年: 1999-12-13

页数: 432

定价: USD 68.95

装帧: Paperback

内容简介

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.