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Publication Date: 2001
Publisher: Prentice Hall
William B. Martin Ph.D.
Quality Service, What Every Hospitality Manager Needs to Know is a genuine hospitality manager's guide to successful customer service. In an easy-to-read style, it tells you everything you need to know about transforming everyday humdrum hospitality into a level of customer service that others will rave about. This book addresses the needs of the entire spectrum of hospitality including foodservice and lodging operations, clubs, theme parks and the entire travel and tourism industry. It provides a simple step-by-step approach to creating and maintaining a hospitality organization where quality service thrives. Its thirty-two application exercises and numerous examples in every chapter make its contents easily adaptable to the specific needs of any hospitality organization. It clearly explains what quality service is and how to provide it, including: How to create a supportive quality service culture and leadership climate How to weave quality service into your everyday operation How to measure and reward quality service successes How to maintain continuous quality throughout your organizationWilliam B. Martin Ph.D. is the author of 'Quality Service: What Every Hospitality Manager Needs to Know', published 2001 under ISBN 9780130930187 and ISBN 0130930180.
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