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Managing the guest experience in hospitality

Author: Robert C Ford; Cherrill P Heaton
Publisher: Albany, NY : Delmar/Thomson Learning, ©2000.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Database:WorldCat
Summary:
Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.
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Additional Physical Format: Print version:
Ford, Robert C. (Robert Clayton), 1945-
Managing the guest experience in hospitality.
Albany, NY : Delmar/Thomson Learning, ©2000
(DLC) 99049972
(OCoLC)42592978
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Robert C Ford; Cherrill P Heaton
OCLC Number: 895118522
Reproduction Notes: Electronic reproduction. [S.l.] : HathiTrust Digital Library, 2011. MiAaHDL
Description: 1 online resource (xxiv, 432 pages) : illustrations
Details: Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002.
Contents: Introduction --
Section 1: The hospitality service strategy --
The basics of wow!: the guest knows best --
Meeting guest expectations through planning --
Setting the scene for the guest experience --
Developing the hospitality culture: everyone serves! --
Section 2: The hospitality service staff --
Staffing for service --
Training for service --
Serving with a smile: motivation and empowerment --
Involving the guest: coproduction --
Section 3: The hospitality service systems --
Communicating for service --
Delivering the service --
Waiting for service --
Fixing service problems --
Serving perfectly --
Service excellence: leading the way to wow! --
Glossary.
Responsibility: Robert C. Ford, Cherrill P. Heaton.

Abstract:

Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.

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