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Contents |
The basics of wow! The guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality cutlure: everyone serves! -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow! |
Bibliography note | Includes bibliographical references and index. |
ISBN | 9781439060322 |
ISBN | 1439060320 |