Sign-In
Cart
Hospitality and Customer Service Excellence
Hardcover
ISBN13: 9781787153905
Publisher: Kruger Brentt Publisher Uk. Ltd.
Published: Jan 1 2025
Pages: 270
Weight: 1.51
Height: 0.63 Width: 7.00 Depth: 10.00
Language: English
1. Customer Service Fundamentals: Introduce core principles of excellent customer service in the hospitality industry, including effective communication, active listening, and personalized service to enhance guest satisfaction and loyalty.
2. Service Quality Standards: Discuss key service quality standards and frameworks, such as SERVQUAL and ISO 9001, that guide the delivery of high-quality hospitality services and ensure consistency in service excellence.
3. Guest Experience Management: Explore strategies for managing and enhancing the guest experience, including pre-arrival interactions, on-site service, and post-departure follow-up to create memorable and positive experiences.
4. Handling Complaints and Feedback: Address techniques for effectively managing guest complaints and feedback, including resolving issues promptly, empathetically, and professionally, to turn negative experiences into opportunities for improvement.
5. Staff Training and Development: Highlight the importance of staff training and development programs in promoting service excellence, including training on customer service skills, cultural sensitivity, and problem-solving techniques.
6. Service Recovery Strategies: Explore strategies for effective service recovery, including proactive measures to prevent issues, systematic approaches to addressing service failures, and techniques for rebuilding trust and ensuring guest satisfaction.
Also in
Travel General
Atlas Obscura: An Explorer's Guide to the World's Hidden Wonders
Dylan Thuras
Joshua Foer
Ella Morton
Hardcover
Neon Lights in Tokyo: An Insider's Guide to the Best Places to Eat, Drink and Explore
Groundwater, Ben
Paperback
The Poetics of Distortion: Panoramic Photographs of the San Francisco Bay Area
Schiff, Thomas R.
Hardcover
The Impossible Road Trip: An Unforgettable Journey to Past and Present Roadside Attractions in All 50 States
Dregni, Eric
Hardcover
Moon Florence & Beyond: Day Trips, Local Spots, Strategies to Avoid Crowds
Cohen, Alexei J.
Paperback
National Parks USA: Shores, Mountains, Wetlands, and Prairies: America's Newest Parks
Publications International Ltd
Hardcover
Weird Minnesota: Your Travel Guide to Minnesota's Local Legends and Best Kept Secrets
Dregni, Eric
Hardcover
Lake Minnetonka
Excelsior-Lake Minnetonka Historical Society
Wayzata Historical Society
Westonka Historical Society
Paperback
111 Places in New Orleans That You Must Not Miss: Revised and Updated
Murphy, Michael
Asher, Sally
Paperback
A Walk in the Park: The True Story of a Spectacular Misadventure in the Grand Canyon
Fedarko, Kevin
Paperback
Moon Best of Yellowstone & Grand Teton: Make the Most of One to Three Days in the Parks
Lomax, Becky
Paperback
Big Fan: Two Friends, 82,490 Miles, and the Wild, Wonderful Sports We Love
Schur, Michael
Posnanski, Joe
Hardcover
National Geographic Road Atlas 2027: Adventure Edition [United States, Canada, Mexico]
National Geographic Maps
Other
Mysteries of the National Parks: 35 Stories of Baffling Disappearances, Unexplained Phenomena, and More
Bezemek, Mike
Paperback
A Walk in the Park: The True Story of a Spectacular Misadventure in the Grand Canyon
Fedarko, Kevin
Hardcover
National Geographic Ultimate Guide to the National Parks: A Complete Tour of All 63 U.S. Parks
National Geographic
Paperback
Fodor's Pacific Northwest: With Portland, Seattle, Vancouver & the Best Road Trips
Fodor's Travel Guides
Paperback
The Lesbian Bar Chronicles: The Living History and Hopeful Future of America's Dyke Dives and Sapphic Spaces
Karp, Rachel
Hardcover
Lonely Planet Canada: Plan the Trip of a Lifetime Detailed Itineraries & Maps Insider Tips Covers Ontario, Quebec, Nova Scotia and More
Balsam, Joel
Sainsbury, Brendan
Bain, Jennifer
Paperback
Fodor's the Complete Guide to the National Parks of the West: With the Best Scenic Road Trips
Fodor's Travel Guides
Paperback
National Geographic National Parks Cookbook: Dishes Inspired by America's Great Outdoors
Elder, Nina
Knific, Melissa
Hardcover
Fodor's Bucket List USA: 500+ Ultimate Experiences, from the Epic to the Eccentric
Fodor's Travel Guides
Paperback
52 Weekends in the Pacific Northwest: A Local's Curated Guide to Year-Round Getaways
Patajo, Kara
Paperback
Fodor's Essential Scandinavia: The Best of Norway, Sweden, Denmark, Finland, and Iceland
Fodor's Travel Guides
Paperback
Ultimate National Parks Coloring Book: Amazing Scenes from 63 of the Nation's Most Beautiful Places
Furia, Elsa L.
Paperback
Family Camping Games: A Pocket Book of Activities, Games and Puzzles to Play Around the Campfire
Henseleit, Jack
Paperback
Fodor's Vancouver & Victoria: With Whistler, Vancouver Island, and the Okanagan Valley
Fodor's Travel Guides
Paperback
Moon USA State by State: The Best Things to Do in Every State for Your Travel Bucket List
Moon Travel Guides
Paperback
Frostlines: A Journey Through Entangled Lives and Landscapes in a Warming Arctic
Shea, Neil
Hardcover
National Geographic Road Atlas 2026: Scenic Drives Edition [United States, Canada, Mexico]
National Geographic Maps
Other
Fodor's Southern California: With Los Angeles, San Diego, the Central Coast & the Best Road Trips
Fodor's Travel Guides
Paperback
Grandma Gatewood's Walk: The Inspiring Story of the Woman Who Saved the Appalachian Trail
Montgomery, Ben
Paperback
Exploring the Maine Woods - The Hardy Family Expedition to the Machias Lakes
Hardy Eckstorm, Fannie
Carbone, Tommy
Paperback
The Comfort Crisis: Embrace Discomfort to Reclaim Your Wild, Happy, Healthy Self
Easter, Michael
Hardcover
The Official Disney Parks Cookbook: 101 Magical Recipes from the Delicious Disney Vault
Brandon, Pam
Hardcover
Fodor's Northern California: With Napa & Sonoma, Yosemite, San Francisco, Lake Tahoe & the Best Road Trips
Fodor's Travel Guides
Paperback
Lonely Planet USA: Plan the Trip of a Lifetime Detailed Itineraries & Maps Insider Tips Covers New York, California, Washington, DC and More
Babe, Ann
Balfour, Amy C.
St Louis, Regis
Paperback
Fodor's Philadelphia: With Valley Forge, Bucks County, the Brandywine Valley, and Lancaster County
Fodor's Travel Guides
Paperback
Moon Puerto Rico: Best Beaches, Outdoor Adventures, Local Favorites
Moon Travel Guides
Van Atten, Suzanne
Paperback
A Short, Strange Trip: An Untold Story of Magic Mushrooms, Madness, and a Search for the Meaning of Life in the Amazon
O'Connor, John
Hardcover
The Feather Thief: Beauty, Obsession, and the Natural History Heist of the Century
Johnson, Kirk Wallace
Paperback
Moon Wisconsin: Lakeside Getaways, Outdoor Recreation, Bites & Brews
Huhti, Thomas
Moon Travel Guides
Paperback
Moon Yellowstone, Grand Teton & Glacier Road Trip: Adventures in Montana & Wyoming's National Parks
Walker, Carter G.
Moon Travel Guides
Paperback
Draw Your Adventures: Making Art to Celebrate Everyday Experiences and Travels Near and Far
Baker, Samantha Dion
Paperback
Lonely Planet Australia: Plan the Trip of a Lifetime Detailed Itineraries & Maps Insider Tips Covers Sydney, New South Wales, Canberra, Melbourne, Tas
West, Josh
Atkinson, Brett
Bain, Andrew
Paperback
Lonely Planet Mexico: Plan the Trip of a Lifetime Detailed Itineraries & Maps Insider Tips Covers Etulum, Oaxaca, Copper Canyon and More
Planet, Lonely
Balsam, Joel
Fernández Solano, Jennifer
Paperback
Lonely Planet Europe: Plan the Trip of a Lifetime Detailed Itineraries & Maps Insider Tips Covers France, Italy, Spain, Portugal, Ireland, Germany, Gr
Walker, Kerry
Armstrong, Kate
Baker, Kate
Paperback
Yellowstone Wildlife: A Folding Pocket Guide to Familiar Animals of the Yellowstone Area
Kavanagh, James
Other
Moon Tennessee: With the Smoky Mountains: Outdoor Recreation, Live Music, Whiskey, Beer & BBQ
Littman, Margaret
Moon Travel Guides
Paperback
Moon Florida Keys: With Miami & the Everglades: Beach Getaways, Snorkeling & Diving, Wildlife
Kinser, Joshua Lawrence
Moon Travel Guides
Paperback
Where Should We Camp Next?: National Parks: The Best Campgrounds and Unique Outdoor Accommodations in and Around National Parks, Seashores, Monuments,
Puglisi, Stephanie
Puglisi, Jeremy
Paperback
100 Iconic Buildings to See Before You Die: Explore the World's Most Amazing Architecture
Dk Travel
Hardcover
Guide to Colorado Backroads & 4-Wheel Drive Trails 4th Edition
Peterson, Matt
Wells, Charles a.
Paperback