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.