購物比價找書網找車網
FindBook
排序:
 
 有 1 項符合

michael c. sturman

的圖書
Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience
$ 1853
Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience
作者:Robert C. FordMichael C. SturmanCherrill 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 博客來 - 行銷  - 來源網頁  
圖書介紹看圖書介紹
圖書介紹 - 資料來源:博客來   評分:
圖書名稱:Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience

內容簡介

  MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept and principles of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service organizations. This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems. Each chapter includes suggested hospitality activities for students in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and ends with "Lessons Learned," review questions, "Ethics in Business," activities, and case studies. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.
 

目錄

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!

 

詳細資料

  • ISBN:9781111307738
  • 規格:平裝 / 516頁 / 16k / 19 x 26 cm / 普通級 / 全彩印刷 / 初版
  • 出版地:台灣
贊助商廣告
 
金石堂 - 今日66折
改變人類命運的科學家們【全三冊】
66折: $ 931 
博客來 - 今日66折
高效人生工作法圖解:GTD、子彈筆記、原子習慣、PDCA,重新理解30個生產力實作方法
作者:趙胤丞
出版社:PCuSER電腦人文化
出版日期:2024-06-01
66折: $ 277 
金石堂 - 今日66折
我家也是茶餐廳:65道超人氣港式美味輕鬆做!
66折: $ 263 
 
Taaze 讀冊生活 - 暢銷排行榜
氣質系硬筆1000字帖
作者:郭仕鵬
出版社:朱雀文化事業有限公司
出版日期:2018-07-03
$ 221 
博客來 - 暢銷排行榜
原子習慣:細微改變帶來巨大成就的實證法則
作者:詹姆斯‧克利爾 (James Clear)
出版社:方智
出版日期:2019-06-01
$ 260 
博客來 - 暢銷排行榜
日文平假名‧片假名練習簿
作者:大新出版社編輯部
出版社:大新書局
出版日期:2021-08-01
$ 31 
金石堂 - 暢銷排行榜
特殊傳說Ⅲ vol.10
作者:護玄
出版社:蓋亞文化有限公司
出版日期:2025-02-05
$ 253 
 
Taaze 讀冊生活 - 新書排行榜
傅佩榮的易經入門課(三版)
作者:傅佩榮
出版社:九歌出版社有限公司
出版日期:2025-03-01
$ 196 
金石堂 - 新書排行榜
神祕主義至上!為女王獻上膝蓋第三部 03
作者:一路煩花
出版社:三日月書版股份有限公司
出版日期:2025-03-12
$ 269 
金石堂 - 新書排行榜
山林冒險王
作者:曾煥勤
出版社:行政院農業委會員水土保持局台北
出版日期:2025-03-04
$ 205 
博客來 - 新書排行榜
SPY×FAMILY 間諜家家酒 14
作者:遠藤達哉
出版社:東立
出版日期:2025-02-04
$ 93 
 

©2025 FindBook.com.tw -  購物比價  找書網  找車網  服務條款  隱私權政策