Managing Quality Service in Hospitality
Managing Quality Service in Hospitality

Author: Robert C. Ford

Publisher: Delmar

Published: 2012

Total Pages: 516

ISBN-13: 9781111307738

DOWNLOAD EBOOK

MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, International Edition teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems.Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.

Studyguide for Managing Quality Service in Hospitality
Studyguide for Managing Quality Service in Hospitality

Author: Cram101 Textbook Reviews

Publisher: Cram101

Published: 2013-05

Total Pages: 108

ISBN-13: 9781490218755

DOWNLOAD EBOOK

Never HIGHLIGHT a Book Again Virtually all testable terms, concepts, persons, places, and events are included. Cram101 Textbook Outlines gives all of the outlines, highlights, notes for your textbook with optional online practice tests. Only Cram101 Outlines are Textbook Specific. Cram101 is NOT the Textbook. Accompanys: 9780521673761

Outlines and Highlights for Managing Quality Service in Hospitality
Outlines and Highlights for Managing Quality Service in Hospitality

Author: Cram101 Textbook Reviews

Publisher: Academic Internet Pub Incorporated

Published: 2011-05-01

Total Pages: 122

ISBN-13: 9781618120557

DOWNLOAD EBOOK

Never HIGHLIGHT a Book Again! Virtually all of the testable terms, concepts, persons, places, and events from the textbook are included. Cram101 Just the FACTS101 studyguides give all of the outlines, highlights, notes, and quizzes for your textbook with optional online comprehensive practice tests. Only Cram101 is Textbook Specific. Accompanys: 9781439060322 .

Service Quality Management in Hospitality, Tourism, and Leisure
Service Quality Management in Hospitality, Tourism, and Leisure

Author: Connie Mok

Publisher: Routledge

Published: 2013-01-11

Total Pages: 360

ISBN-13: 1136386637

DOWNLOAD EBOOK

Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.

Providing Quality Service
Providing Quality Service

Author: William B. Martin

Publisher: Pearson

Published: 2003

Total Pages: 196

ISBN-13:

DOWNLOAD EBOOK

Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. The manual provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their goal of quality service. The author outlines customer service fundamentals including winning with the customer, defining "quality" in quality service, the system side of service and the human side of service, four basic customer service needs, selling that sells, and gracious problem solving, plus self-assessment exercises. For service providers and trainers.

Introduction to Management in the Hospitality Industry, Study Guide
Introduction to Management in the Hospitality Industry, Study Guide

Author: Clayton W. Barrows

Publisher: John Wiley & Sons

Published: 2008-03-03

Total Pages: 214

ISBN-13: 047028546X

DOWNLOAD EBOOK

Introduction to Management in the Hospitality Industry, Ninth Edition gives you the industry know-how and the management skills needed to thrive in all aspects of the field, from food service to lodging to tourism. In this latest edition, the authors have brought the text thoroughly up to date by featuring new and emerging companies, new technologies, and new ways of doing business. Covering everything from careers to operations to finance, the text offers the most comprehensive and engaging introduction to this exciting field possible.

Human Resources Management in the Hospitality Industry, Study Guide
Human Resources Management in the Hospitality Industry, Study Guide

Author: David K. Hayes

Publisher: John Wiley & Sons

Published: 2008-03-07

Total Pages: 206

ISBN-13: 0470140607

DOWNLOAD EBOOK

This book approaches hospitality human resource (HR) management as a decision-making practice that affects the performance, quality, and legal compliance of the hospitality business as a whole. Beginning with a foundation in the hospitality industry, employment law, and HR policies, the coverage includes recruitment, training, compensation, performance appraisal, environmental and safety concerns, ethics and social responsibility, and special issues. Throughout the book, Human Resources Management in the Hospitality Industry focuses on the unique HR dilemmas you face in the hospitality industry.

Quality Management in Tourism and Hospitality
Quality Management in Tourism and Hospitality

Author: Soultana Kapiki

Publisher:

Published: 2014

Total Pages: 0

ISBN-13:

DOWNLOAD EBOOK

Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards. Delivering quality service is one of the major challenges the hospitality managers will be facing in the following years as it is an essential condition for success in the emerging, keenly competitive, global hospitality markets. There are various tools that measure and improve quality service, as well as mechanisms for quality recognition in the tourism and hospitality industry. The managers should identify, record and weigh up the impacts of cost-profit and be in a position to prioritise towards a quality improvement process for their own property. The present study shows that tourism stakeholders perceive quality service in a hotel as value for money, a comfortable room, friendly staff and tasty food. Moreover, the survey shows that there is always room for further improvement of the hospitality services. Other results of the survey reveal that the most important factors for a hotel's future are guest satisfaction, guest retention and word of mouth advertising. Aiming at excellence and profitability, the outcomes of the survey suggest focus on quality service; retention of existing guests by exceeding their expectations; continuous quality improvement; employment, regular training and empowerment of service-oriented staff; search for best practices through benchmarking; and, finally, pursuit of quality accreditation through the various schemes, such as the eco-labels, ISO and the EU Foundation for Quality Management.