02357nam a2200265Ia 4500 329771 20160527192911.0 022415t2013 nju 001 0 eng d 9781118071809 TX911.3.C8 B34 2013 338.4/791 23 BUS081000 bisacsh Bagdan, Paul J. 198858 Local Guest service in the hospitality industry Paul Bagdan, Ph. D., C.H.E.. Hoboken, New Jersey Wiley [2013] xvii, 298 pages illustrations 25 cm rdamedia rdacarrier Includes index. "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"-- Provided by publisher. Machine generated contents note: Section I: Introduction, History, and Basics of Guest Service Chapter 1: The Basics of Guest Service Chapter 2: Defining Guest Service Chapter 3: Problem-Solving for Guest Service Section II: Relating Service to the Sectors of the Hospitality Industry: How Service Relates A chapter is dedicated to each of these areas: Chapter 4: The Guest Service of Food Chapter 5: The Guest Service of Beverages Chapter 6: The Guest Service of Lodging Chapter 7: The Guest Service of Events Chapter 8: The Guest Service of Travel and Tourism Chapter 9: The Guest Service of Casinos Section III: Assessments and Planning Chapter 10: Research and Tools Chapter 11: Strategic Planning for Service Chapter 12: Developing a Staff Chapter 13: Marketing and Establishing an Image for Service. Hospitality industry Customer services 112472 Local BUSINESS & ECONOMICS / Industries / Hospitality, Travel & Tourism bisacsh 206130 Local 246599 246599 0 0 lc 0 TX_911_300000000000000__C8_B34_2013 0 mbl 190675 12 12 20 2016-05-27 GLOBAL ONLINE BIBIOGRAPHIC INFORMATION 90.90 530282 1 TX911.3 .C8 B34 2013 50000003264339 2019-12-16 00:00:00 2019-10-21 r:329771 6