Philip Berners – författare

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels.

Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors’ extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question ‘Is the customer always right?’, how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers.

This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels.

Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors’ extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question ‘Is the customer always right?’, how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers.

This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.

This timely book critically evaluates the factors which shape an events industry as it develops, with the aim of helping to narrow the disparate behaviours and practices of organisers within the global marketplace of international events.

Stemming from an innovative qualitative research project, which included interviews with senior events organisers at landmark venues in both the UK and Poland, this volume provides an insight into both the emerging events industry in Poland and the developed events industry in the UK, highlighting cross-cultural risk and safety gaps that may impact organisers, clients, attendees, suppliers, and workers. The book highlights the importance of a unanimous global approach to events organisation, the creation of a professional community of practice, and ethos of self-learning within the events industry and the need for an international professional association for organisers involved with providing international events. The book explores the three themes of ''Event Culture'', ''Tourism and Events'', and ''Risk Awareness at Events'', thus focusing on long-term factors of events industries.

International in scope, this book will appeal to students on courses such as managing events, planning events, project management, and hospitality and tourism studies, as well as events organisers in locations where events is an emerging industry.

This timely book critically evaluates the factors which shape an events industry as it develops, with the aim of helping to narrow the disparate behaviours and practices of organisers within the global marketplace of international events.

Stemming from an innovative qualitative research project, which included interviews with senior events organisers at landmark venues in both the UK and Poland, this volume provides an insight into both the emerging events industry in Poland and the developed events industry in the UK, highlighting cross-cultural risk and safety gaps that may impact organisers, clients, attendees, suppliers, and workers. The book highlights the importance of a unanimous global approach to events organisation, the creation of a professional community of practice, and ethos of self-learning within the events industry and the need for an international professional association for organisers involved with providing international events. The book explores the three themes of ''Event Culture'', ''Tourism and Events'', and ''Risk Awareness at Events'', thus focusing on long-term factors of events industries.

International in scope, this book will appeal to students on courses such as managing events, planning events, project management, and hospitality and tourism studies, as well as events organisers in locations where events is an emerging industry.

This is a short, accessible and practical guide to running venues which are in the business of hosting events. Using honest guidance peppered with the author’s real-life situational anecdotes to contextualise the topics, the book is logically structured around the key stages of event management: pre-event, onsite and post-event. Topics covered include developing the client relationship, marketing, financial accountability, risk, interdepartmental communication, onsite procedures and post-event evaluation. This is a fundamental resource for all event management and hospitality students. It is also a book for anybody who manages a venue or is a venue event manager. The Practical Guide to Managing Event Venues makes the business of venue management appealing, understandable and achievable.

This is a short, accessible and practical guide to running venues which are in the business of hosting events. Using honest guidance peppered with the author’s real-life situational anecdotes to contextualise the topics, the book is logically structured around the key stages of event management: pre-event, onsite and post-event. Topics covered include developing the client relationship, marketing, financial accountability, risk, interdepartmental communication, onsite procedures and post-event evaluation. This is a fundamental resource for all event management and hospitality students. It is also a book for anybody who manages a venue or is a venue event manager. The Practical Guide to Managing Event Venues makes the business of venue management appealing, understandable and achievable.