Guest Service in the Hospitality Industry
- 5h 23m
- Paul Bagdan
- John Wiley & Sons (US)
- 2013
This book adopts a general approach that incorporates various thoughts from different parts of the industry, differing from property to property. It discusses issues and debunks myths about customer service with concepts that are solid and proven in the industry. Furthermore, this new text includes all of the major areas of the hospitality industry as they relate to delivering quality customer service. In addition to a review of the history and overview of guest service, the book goes much further to include other essential topics, including problem-solving, quality tools and assessments, staffing, marketing, and strategic planning.
In this Book
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The Basics of Guest Service
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Defining Guest Service
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Problem Solving for Guest Service
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The Guest Service of Food
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The Guest Service of Beverages
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The Guest Service of Lodging
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The Guest Service of Events
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The Guest Service of Travel and Tourism
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The Guest Service of Casinos
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Research and Tools
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Strategic Planning for Service
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Developing a Staff
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Marketing and Establishing an Image for Service
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