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Download Managing the Guest Experience in Hospitality by Robert Ford, Cherrill P. Heaton in PDF format completely FREE. No registration required, no payment needed. Get instant access to this valuable resource on PDFdrive.to!
About Managing the Guest Experience in Hospitality
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.
Detailed Information
| Author: | Robert Ford, Cherrill P. Heaton |
|---|---|
| Publication Year: | 1999 |
| ISBN: | 9780766814158 |
| Pages: | 423 |
| Language: | English |
| File Size: | 32.834 |
| Format: | |
| Price: | FREE |
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