Guest Service in the Hospitality Industry

Overview

　　Guest Service in the Hospitality Industry is written in a straightforward manner intended to introduce the topic of guest service to students of hospitality, the text incorporates a variety of learning features that facilitate various learning styles.

　　Guest Service in the Hospitality Industry dedicates a chapter to each of the primary areas of the hospitality industry. All of the examples are related to hospitality, and the case studies and Service Insights relate to the industry as it truly is.

　　Hallmark Features

　　．Industry interviews with some of the leading hospitality managers.
　　．Chapter points and concepts with visual diagrams.
　　．Stories and real-life examples.
　　．“Service Insights”—tips incorporated throughout the text that provides extra guest-service–related information to build and support points.
　　．Review questions that reinforce chapter concepts.
　　．Case studies that reinforce learning.
　　．Dedicates a chapter to each of the primary areas of the hospitality industry.

Table of Contents

Section I: Introduction, History, and Basics of Guest Service
Chapter 1: The Basics of Guest Service
Chapter 2: Defining Guest Service
Chapter 3: Problem-Solving for Guest Service

Section II: Relating Service to the Sectors of the Hospitality Industry: How Service Relates
A chapter is dedicated to each of these areas:
Chapter 4: The Guest Service of Food
Chapter 5: The Guest Service of Beverages
Chapter 6: The Guest Service of Lodging
Chapter 7: The Guest Service of Events
Chapter 8: The Guest Service of Travel and Tourism
Chapter 9: The Guest Service of Casinos

Section III: Assessments and Planning
Chapter 10: Research and Tools
Chapter 11: Strategic Planning for Service
Chapter 12: Developing a Staff
Chapter 13: Marketing and Establishing an Image for Service