ABSTRACT

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 act

chapter |4 pages

Introduction

part |2 pages

Section I: Enabling the Service Experience

chapter 2|26 pages

Frontline Employee Training

chapter 3|10 pages

Frontline Employee Feedback and Evaluation

part |2 pages

Section II: Delivering the Service Experience

chapter 4|24 pages

The Check-In Experience

chapter 5|22 pages

The Guestroom Experience

chapter 6|28 pages

The Public Space Experience

chapter 7|20 pages

The Food and Beverage Experience

chapter 8|14 pages

The Check-Out Experience

part |2 pages

Section III: Managing the Critical Drivers of Service Scores

chapter 9|16 pages

Service Failure Recovery

chapter 10|8 pages

Forecasting and Contingency Plans

chapter 11|12 pages

Perceived Waiting Times

part |2 pages

Section IV: Creating and Maintaining a Service Culture

chapter 12|12 pages

Frontline Employee Incentives

chapter 13|8 pages

Signals of Training Transfer