Hotel Manager's Handbook

189 Techniques for Achieving Exceptional Guest Satisfaction

Häftad, Engelska, 2015

1 178 kr

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Beskrivning

This book presents techniques that reflect the vast and varied experience of the authors. They have produced an array of highly effective guest satisfaction techniques from which even the most veteran hoteliers can learn and benefit. With this practical, easy-to-use book, there is no need to sift through pages of narratives in order to identify actionable tactics and strategies that can be applied at the property-level. The book presents one unique and actionable customer satisfaction technique on each page—a useful feature for busy managers.

Produktinformation

Utgivningsdatum:2015-12-15
Mått:152 x 229 x 14 mm
Vikt:400 g
Format:Häftad
Språk:Engelska
Antal sidor:256
Förlag:Apple Academic Press Inc.
ISBN:9781771883481

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Mer om författaren

Vincent P. Magnini, Carol J. Simon

Recensioner i media

"This is a handy book that deserves a spot on any hotel manager's bookshelf. It is loaded with practical and clever recommendations that, if implemented, will result, simply and clearly, in better run hotels. Experienced and new managers alike will find the book's well-organized and clearly explained recommendations provide a must-do list of strategies, tactics, and training tools that will prove tremendously valuable as they seek to improve their property's operations and profitability. I highly recommend the handbook and commend the authors on producing a management book that is so highly readable and action-oriented."—Stephen W. Litvin, Professor, Hospitality & Tourism Management, College of Charleston, South Carolina

Innehållsförteckning

Enabling the Service Experience. Frontline Employee Recruitment and Selection. Frontline Employee Training. Frontline Employee Feedback and Evaluation. Delivering the Service Experience. The Check-In Experience. The Guestroom Experience. The Public Space Experience. The Food and Beverage Experience. The Check-Out Experience. Managing the Critical Drivers of Service Scores. Service Failure Recovery. Forecasting and Contingency Plans. Perceived Waiting Times. Creating and Maintaining a Service Culture. Frontline Employee Incentives. Signals of Training Transfer. Closing the Loop by Acting Upon Guest Feedback. Conclusions. Index.