Managing Quality Service in Hospitality: How Organizations, Achieve, Excellece in the Guest Experience

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Managing Quality Service in Hospitality: How Organizations, Achieve, Excellece in the Guest Experience

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.

Statement of Responsibility

Author(s)

Fird, Ribert C. - Personal Name
Sturman, Michael C. - Personal Name
Heaton, Cherrill P. - Personal Name

Edition

Call Number

647.940 68 Fir m

ISBN/ISSN

9781111307738

Subject(s)

Hospitality
Management hotel
Quality Service
Service
Guest

Classification

647.940 68

Series Title

GMD

Text

Language

English

Publisher

Delmar Cengage Learning

Publishing Year

2012

Publishing Place

USA

Collation

516p.

Specific Detail Info

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