| 000 | 02357nam a2200265Ia 4500 | ||
|---|---|---|---|
| 001 | 329771 | ||
| 005 | 20160527192911.0 | ||
| 008 | 022415t2013 nju 001 0 eng d | ||
| 020 | _a9781118071809 | ||
| 050 | 0 | 0 |
_aTX911.3.C8 _bB34 2013 |
| 082 | 0 | 0 |
_a338.4/791 _223 |
| 084 |
_aBUS081000 _2bisacsh |
||
| 100 | 1 |
_aBagdan, Paul J. _9198858 _2Local |
|
| 245 | 1 | 0 |
_aGuest service in the hospitality industry _cPaul Bagdan, Ph. D., C.H.E.. |
| 264 | 1 |
_aHoboken, New Jersey _bWiley _c[2013] |
|
| 300 |
_axvii, 298 pages _billustrations _c25 cm |
||
| 337 | _2rdamedia | ||
| 338 | _2rdacarrier | ||
| 500 | _aIncludes index. | ||
| 520 |
_a"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"-- _cProvided by publisher. |
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| 505 | 8 | _aMachine 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. | |
| 650 | 0 |
_aHospitality industry _xCustomer services _9112472 _2Local |
|
| 650 | 7 |
_aBUSINESS & ECONOMICS / Industries / Hospitality, Travel & Tourism _2bisacsh _9206130 _2Local |
|
| 999 |
_c246599 _d246599 |
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