Guest Service in the Hospitality Industry
Kendall/Hunt Publishing Co ,U.S. (Verlag)
978-1-7924-0073-5 (ISBN)
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There is no one simple method to managing those who provide service. Guest Service in the Hospitality Industry, 2nd Edition facilitates various learning styles through a variety of features—service insights, case studies, and real-life examples—as they relate to the industry as it truly is. Applying each primary sector of the hospitality industry to each chapter, this essential guide is organized into three sections that offer a practical overview on how to understand, plan, and deliver quality service:
Section I: Introduction and Essentials of Managing Guest Service lays groundwork for the course, covering the meaning, origin, and progression of guest service.
Section II: Relating Service to the Sectors of the Hospitality Industry: How Service Relates weaves guest service concepts and methods into each major area of the hospitality industry—food, beverages, lodging, events, tourism, and casinos.
Section III: Assessments and Planning brings together other major aspects of instituting and managing guest service—research tools, strategic planning, staff development, and marketing.
Integrating quality service into the identity and individual operations of the overall business is the key to success in the hospitality industry. Guest Service in the Hospitality Industry, 2nd Edition prepares hospitality managers to meet and exceed expectations through quality service that is evident in all of the operations, people, and plans.
A Johnson and Wales University faculty member since 1999, Paul Bagdan has spent more than 20 years in the hospitality industry working in resorts, hotels and restaurants, including the Omni Sagamore. Bagdan specializes in technology, service management and learning styles, and teaches courses in strategic management, marketing, human resources and customer service and has taught briefly in France as part of a faculty exchange. He also serves as faculty advisor to the Eta Sigma Delta National Honor Society. In addition to being a Certified Hospitality Educator (CHE), Bagdan is both a Certified Food Safety Trainer and a Responsible Alcohol Service Trainer for the state of Rhode Island. He is a member of the RI Hospitality Association and the International Council on Hotel, Restaurant and Institutional Education (ICHRIE), serving as Treasurer for the Northeast Federation of ICHRIE.
Preface
Acknowledgments
Section I Introduction and Essentials of Managing Guest Service
Chapter 1 The Basics of Managing Guest Service
Chapter 2 Defining Guest Service
Chapter 3 Problem-Solving for Guest Service
Section II Relating Service to the Sectors of the Hospitality Industry: How Service Relates
Chapter 4 The Guest Service of Food
Chapter 5 The Guest Service of Beverages
Chapter 6 The Guest Service of Lodging
Chapter 7 The Guest Service of Events
Chapter 8 The Guest Service of Travel and Tourism
Chapter 9 The Guest Service of Casinos
Section III Assessments and Planning
Chapter 10 Strategic Planning for Service
Chapter 11 Quality Tools
Chapter 12 Systems, Ratings, and Awards
Chapter 13 Developing a Staff
Chapter 14 Marketing and Establishing an Image for Service
Index
| Erscheinungsdatum | 24.02.2020 |
|---|---|
| Verlagsort | Iowa |
| Sprache | englisch |
| Themenwelt | Sozialwissenschaften ► Pädagogik |
| Wirtschaft | |
| Weitere Fachgebiete ► Handwerk | |
| ISBN-10 | 1-7924-0073-X / 179240073X |
| ISBN-13 | 978-1-7924-0073-5 / 9781792400735 |
| Zustand | Neuware |
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