Managing the Guest Experience in Hospitality pdf epub mobi txt 电子书 下载 2024
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著者
出版者 出版社:桂鲁 订阅出版社新书快讯 新功能介绍
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出版日期 出版日期:2000/01/01
语言 语言:英文
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发表于2024-12-23
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图书描述
This book is organized around the 14 "Service Principles" with a chapter dedicated to each. The most recent research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service". A "Moment of Truth" feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered. A "Lessons Learned" section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way.
著者信息
Managing the Guest Experience in Hospitality pdf epub mobi txt 电子书 下载
图书目录
Chapter 1: The Basics of Wow! The Guest Knows Best.
Chapter 2: Meeting the Guest Expectations Through Planning.
Chapter 3: Setting the Scene for the Guest Experience.
Chapter 4: Developing the Hospitality Culture: Everyone Serves!.
Chapter 5: Staffing for Service.
Chapter 6: Training for Service.
Chapter 7: Serving with a Smile: Motivation and Empowerment.
Chapter 8: Involving the Guest: Coproduction.
Chapter 9: Communicating for Service.
Chapter 10: Delivering the Service.
Chapter 11: Waiting for Service.
Chapter 12: Fixing Service Problems.
Chapter 13: Serving Perfectly.
Chapter 14: Service Excellence: Leading the Way to Wow!
Glossary
Appendix
Index
图书序言
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Managing the Guest Experience in Hospitality epub 下载 mobi 下载 pdf 下载 txt 电子书 下载 2024
Managing the Guest Experience in Hospitality epub 下载 mobi 下载 pdf 下载 txt 电子书 下载 2024
Managing the Guest Experience in Hospitality pdf epub mobi txt 电子书 下载 2024
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Managing the Guest Experience in Hospitality pdf epub mobi txt 电子书 下载