Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience

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Authors : Robert C. Ford; Michael C. Sturman; Cherrill P. Heaton


536 Pages  Hardcover 

1st Edition

©2012 , Published


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MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept and principles of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strate... more


Unique focus on guest services in hospitality management fills the void left by other texts in this area.

Each chapter covers a proven principle of hospitality management.

"Ethics in Business" segment in each chapter encourages students to analyze ethical issues related to chapter topics.

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