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
TABLE OF CONTENTS
part |2 pages
Section I: Enabling the Service Experience
part |2 pages
Section II: Delivering the Service Experience
part |2 pages
Section III: Managing the Critical Drivers of Service Scores
part |2 pages
Section IV: Creating and Maintaining a Service Culture