A Hotel Manager's Handbook

189 Techniques for Achieving Exceptional Guest Satisfaction

Paperback Engels 2015 9781771883481

€ 120,45

In winkelwagen

Levertijd ongeveer 11 werkdagen

Gratis verzonden

Samenvatting

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.

Specificaties

ISBN13:9781771883481

Taal:Engels

Bindwijze:Paperback

Aantal pagina's:256

Uitgever:Apple Academic Press Inc.

Hoofdrubriek:Reclame en verkoop, Inkoop en logistiek, Marketing, Reclame en verkoop

Thema:

KJSU Klantenservice

KNS Horeca en dienstverlening

TTVC Horeca en toerisme

Lezersrecensies

Wees de eerste die een lezersrecensie schrijft!

Schrijf een recensie

Uw waardering

?

Log in om uw waardering te geven

Klik om uw waardering te geven

Inhoudsopgave

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.