Providing Quality Service: What Every Hospitality Service Provider Needs to Know

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9780130967459: Providing Quality Service: What Every Hospitality Service Provider Needs to Know

For courses in hospitality service.

Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. The text provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their quality service goals.

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From the Back Cover:

Providing Quality Service: What Every Hospitality Service Provider Needs to Know is the definitive resource for all hospitality service providers. In a reader-friendly style and format, it serves as a complete customer service guide for existing or potential service providers in food service, lodging, clubs, theme parks, or travel-related businesses.

Whatever the position, whatever the nature of the operation, if it's hospitality and the position requires interaction with guests in any way, this book outlines a comprehensive, quality customer service action plan for that position that generates success.

Its thirty-two application exercises and numerous examples in every chapter make its contents easily adaptable to the specific needs of any hospitality learning and training environment.

This book covers the full spectrum of quality service as seen through the eyes of the customer. It outlines customers' expectations for procedural as well as personal quality service. It clarifies what quality service is and how to provide it, including:

  • How to win with the customer
  • How to exhibit and maintain a positive attitude
  • How to "WOW" the guest
  • How to effectively handle customer complaints and difficult guests

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