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.
目 錄
Chapter 1: The Basics of Wow! The Guest Knows Best.
Chapter 2: Meeting the Guest Expectations Through Planning.
Chapter 3: Setting the Scene for the Guest Experience.
Chapter 4: Developing the Hospitality Culture: Everyone Serves!.
Chapter 5: Staffing for Service.
Chapter 6: Training for Service.
Chapter 7: Serving with a Smile: Motivation and Empowerment.
Chapter 8: Involving the Guest: Coproduction.
Chapter 9: Communicating for Service.
Chapter 10: Delivering the Service.
Chapter 11: Waiting for Service.
Chapter 12: Fixing Service Problems.
Chapter 13: Serving Perfectly.
Chapter 14: Service Excellence: Leading the Way to Wow!
Glossary
Appendix
Index
