Managing Quality Service In Hospitality 1st Edition Ford Solutions Manual

Managing Quality Service In Hospitality 1st Edition Ford Solutions Manual

Product details:

• ISBN-10: 1439060320
• ISBN-13: 9781439060322
• Author: Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton

“MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept and principles of treating customers as guests and creating a “WOW” experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service organizations. This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. 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.

Table contents:

1. The basics of wow! The guest knows best
2. Meeting guest expectations through planning
3. Setting the scene for the guest experience
4. Developing the hospitality culture: everyone serves!
5. Staffing for service
6. Training and developing employees to serve
7. Serving with a smile: motivating exceptional service
8. Involving the guest: the co-creation of value
9. Communicating for service
10. Planning the service delivery system
11. Waiting for service
12. Measuring and managing service delivery
13. Fixing service failures
14. Service excellence: leading the way to wow!

People also search:

Managing Quality Service In Hospitality 1st Ford

Managing Quality Service In Hospitality 1st

Managing Quality Service In Hospitality

Instant download after Payment is complete