A hotel manager's handbook : 189 techniques for achieving exceptional guest satisfaction /: 189 techniques for achieving exceptional guest satisfaction. (2015)

• Record Type: Book
• Further Information: Note: Vincent P. Magnini, Carol J. Simon.
• Authors: Magnini, Vincent P; Simon, Carol J, 1956-
• Contents: 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.
• Edition: 1st
• Publisher Details: Toronto : Apple Academic Press
• Publication Date: 2015
• Extent: 1 online resource
• Subjects: 647.94068; Hotel management -- Handbooks, manuals, etc
• Languages: English
• ISBNs: 9781771883498
• Related ISBNs: 9781771883481
• Notes: Note: Includes bibliographical references and index.; Note: Description based on CIP data; item not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.