The Practical Guide to Achieving Customer Satisfaction in Events and Hotels

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels.

Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors’ extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question ’Is the customer always right?’, how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers.

This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.

Philip Berners is currently leading the BA Honours Events Management programmes at the Edge Hotel School, University of Essex, UK. Philip has organised every genre of event in the UK, Italy, Portugal and Poland; he has been the head of events at Thorpe Park, the London Hippodrome, and Camden Palace; and he has been the inhouse event manager for corporations including the Daily Mail Group. Philip is at the final stage of completing his doctorate into Emerging Event Industries Taking Shape in the Global Marketplace for International Events. He is a Fellow of the Higher Education Academy and Trustee of the Colchester Museums Development Foundation.

Adrian Martin graduated with a Degree and Masters in Hotel and Catering Management from Manchester University before working for Thistle Hotels in London, Bath, Bristol and Bedford. He has won two national teaching awards and is currently Vice Principal of the Edge Hotel School at the University of Essex and the UK’s first hotel school. Here, BA (Hons) degree students work in an operational and fully-commercial 4-star hotel on campus as part of the course to develop their business acumen, social skills, operational practices, and their confidence so they are ’industry ready’ when they graduate to begin their career.Adrian now spends his time teaching students every painful lesson he ever learnt in the trade in the vain hope that they won’t repeat the same mistakes which he made.