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Cherrill P. Heaton的圖書 |
$ 1853 | Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience
作者:Robert C. Ford、Michael C. Sturman、Cherrill P. Heaton 出版社:桂魯 出版日期:2012-01-01 語言:英文 規格:平裝 / 516頁 / 19.0*26.0 cm / 普級 / 全彩 / 初版 博客來 - 行銷 - 來源網頁   看圖書介紹 |
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Dedication.
Foreword.
Preface.
Acknowledgments.
Introduction.
Part I: THE HOSPITALITY SERVICE STRATEGY.
1. The Basics of Wow! The Guest Knows Best.
2. Meeting Guest Expectations through Planning.
3. Setting the Scene for the Guest Experience.
4. Developing the Hospitality Culture: Everyone Serves!
Part II: THE HOSPITALITY SERVICE STAFF.
5. Staffing for Service.
6. Training for Service.
7. Serving with a Smile: Motivating Exceptional Service.
8. Involving the Guest: Co-creation of Value.
Part III: THE HOSPITALITY SERVICE DELIVERY SYSTEM.
9. Communicating for Service.
10. Preparing the Service Delivery System.
11. Waiting for Service.
12. Making Sure Your Service Measures Up.
13. Fixing Service Problems.
14. Service Excellence: Leading the Way to Wow!
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