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Managing the Guest Experience in Hospitality

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Managing the Guest Experience in Hospitality [Paperback]

Robert Ford (Author), Cherrill P. Heaton (Author)

3.8 out of 5 stars See all reviews (5 customer reviews) |

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Book Description

ISBN-10: 0766814157 | ISBN-13: 978-0766814158 | Publication Date: December 13, 1999 | Edition: 1

This book is organized around the 14 "Service Principles" with a chapter dedicated to each. The most recent research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service". A "Moment of Truth" feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered. A "Lessons Learned" section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way.

#outer_postBodyPS { display: none; } #psGradient { display: none; } #psPlaceHolder { display: none; } #psExpand { display: none; } This book is organized around the 14 "Service Principles" with a chapter dedicated to each. The most recent research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service". A "Moment of Truth" feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered. A "Lessons Learned" section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way.

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Product Details

Paperback: 432 pages
Publisher: Delmar Cengage Learning; 1 edition (December 13, 1999)
Language: English
ISBN-10: 0766814157
ISBN-13: 978-0766814158
Product Dimensions: 9.2 x 7.4 x 0.7 inches
Shipping Weight: 1.4 pounds

Average Customer Review: 3.8 out of 5 stars See all reviews (5 customer reviews)

Amazon Best Sellers Rank: #112,150 in Books (See Top 100 in Books)

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More About the Author

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Customer Reviews

5 Reviews

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Average Customer Review

3.8 out of 5 stars (5 customer reviews)

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5.0 out of 5 stars Managing the Guest Experience in Hospitality, July 14, 2010

hay23 - See all my reviews

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This review is from: Managing the Guest Experience in Hospitality (Paperback)

I bought this book because it was required for one of my classes... but I will be keeping it for future reference! Helps explain all minor details that help in the hospitality field!

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3.0 out of 5 stars Quick Delivery - Not it the Condition I thought, August 17, 2010

Kristen Nichole Caro - See all my reviews
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This review is from: Managing the Guest Experience in Hospitality (Paperback)

The review of this product said "like new". The binding is coming off and the entire book has highlighted portions, which actually do help me in class, just was expecting a "like new" product. One of the quickest deliveries for a book I have received.

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0 of 1 people found the following review helpful:

5.0 out of 5 stars wonderfull, November 13, 2009

Maria Iara Rabelo "irinha" (USA) - See all my reviews
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This review is from: Managing the Guest Experience in Hospitality (Paperback)

managing guest experienceManaging the Guest Experience in Hospitality very good book, good condition everything very good. i can't wait for my next purchase I really recomend, ordering were fast the delivery much faster great job

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Most Recent Customer Reviews

5.0 out of 5 stars final try at a book that took three months to get here !
this book arrived in good shape , although I got a small refund I still lost money on this book order , in view that the first time I ordered that book in june ,it should have... Read more

Published 17 months ago by Raymonde B Justice

1.0 out of 5 stars Never Received it!! Hope you haven't billed me !!
We ordered it on Dec 27th. It is now Jan.26th. We have never received it! If the sender gets this perhaps they could refund our money or at least e-mail us and let us know why we... Read more

Published on January 27, 2009 by Rosemary A. Brill

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