ISBN: 0801833892

Managing Quality Service In Hospitality: How Organization Achieve Excellence In The Guest Experience, International Edition" teaches the concept and principles of treating customers as gu… More...

Managing Quality Service In Hospitality: How Organization Achieve Excellence In The Guest Experience, International 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 Ins 20th century,history,medical books,modern (16th-21st centuries) Medical Books, The Johns Hopkins University Press<

1987, ISBN: 9780801833892

Trade paperback, Used, good, Former Library book. Shows some signs of wear, and may have some markings on the inside. Shipped to over one million happy customers. Your purchase benefits w… More...

Trade paperback, Used, good, Former Library book. Shows some signs of wear, and may have some markings on the inside. Shipped to over one million happy customers. Your purchase benefits world literacy!, [PU: Johns Hopkins University Press]<