Achieving Excellence In Guest Service
Pearson Education Australia (Verlag)
978-1-86250-484-4 (ISBN)
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This comprehensive training manual is packed full of ideas and information on every conceivable aspect of guest service from forms of address, decoding airline tickets and folding and packing clothes to fundamentals like serving beverages and making beds. The book will prove a must for general managers, human resource managers and trainers, and for staff and trainees, in all types of establishments that provide accommodation for guests, from ocean liners and luxury hotels to small motels and bed-and-breakfast operations.
Josephine Ivehas had many years of experience training butlers and, through her company Magnums, trains guest service staff in Australia and internationally. She believes the skills of guest service have a constant objective - to ensure the comfort and wellbeing of guests. This book reflects her passionate commitment and enthusiasm for this task, as well as her experience, sense of humour and proven teaching skills.
Preface Acknowledgements 1. The essence of service 2. Where do our guests come from? 3. Etiquette and manners 4. Communication: the basics 5. Communication: putting the basics to work 6. What happens if things go wrong? 7. Guest service 8. Beverages 9. Giving that extra special service 10. 'Top flight' luxury Conclusion: a happy guest is our product! Glossary 1: The language of champagne Glossary 2: Menu terms Glossary 3: Sporting Jargon Bibliography Index HOSPITALITY PRESS IMPRINT
| Zusatzinfo | tables |
|---|---|
| Verlagsort | Frenchs Forest, NSW |
| Sprache | englisch |
| Maße | 171 x 244 mm |
| Gewicht | 486 g |
| Themenwelt | Sachbuch/Ratgeber |
| Weitere Fachgebiete ► Handwerk | |
| ISBN-10 | 1-86250-484-9 / 1862504849 |
| ISBN-13 | 978-1-86250-484-4 / 9781862504844 |
| Zustand | Neuware |
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