Guest service in the hospitality industry Paul Bagdan, Ph. D., C.H.E..
Editor: Hoboken, New Jersey Wiley [2013]Descripción: xvii, 298 pages illustrations 25 cm Tipo de medio:- 9781118071809
- 338.4/791 23
- TX911.3.C8 B34 2013
- BUS081000
| Imagen de cubierta | Tipo de ítem | Biblioteca actual | Biblioteca de origen | Colección | Ubicación en estantería | Signatura topográfica | Materiales especificados | Info Vol | URL | Copia número | Estado | Notas | Fecha de vencimiento | Código de barras | Reserva de ítems | Prioridad de la cola de reserva de ejemplar | Reservas para cursos | |
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| Libro | Biblioteca de Mayagüez Colección General mb | TX911.3 .C8 B34 2013 (Navegar estantería(Abre debajo)) | Disponible | 50000003264339 |
Descripciones mejoradas de Syndetics:
Taking care of the customer is the heart of the hospitality business. Doing so means understanding and anticipating what the customer needs and then knowing how to meet and exceed those needs. Adopting an approach with insights from all areas of hospitality, Guest Service in the Hospitality Industry explores the intricacies of quality guest service with solid and proven concepts across the industry. By providing several frameworks for thought, this book opens readers' minds to the idea of taking care of the guest.
Integrating quality service into the identity and individual operations of the overall business is the key to success in the hospitality industry. Guest Service in the Hospitality Industry prepares hospitality managers to meet and exceed guests' expectations through quality service that is evident in all of the operation, its people, and its plan.
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.
Tabla de contenidos provista por Syndetics
- Section I Introduction, History, and Basics of Guest Service
- s 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
Notas de autor provistas por Syndetics
A Johnson and Wales University faculty member since 1999, Paul Bagdan has spent more than 20 years in the hospitality industry working in resorts, hotels and restaurants, including the Omni Sagamore.
Bagdan specializes in technology, service management and learning styles, and teaches courses in strategic management, marketing, human resources and customer service and has taught briefly in France as part of a faculty exchange. He also serves as faculty advisor to the Eta Sigma Delta National Honor Society.
In addition to being a Certified Hospitality Educator (CHE), Bagdan is both a Certified Food Safety Trainer and a Responsible Alcohol Service Trainer for the state of Rhode Island. He is a member of the RI Hospitality Association and the International Council on Hotel, Restaurant and Institutional Education (ICHRIE), serving as Treasurer for the Northeast Federation of ICHRIE.