A must-read for all practicing and future hospitality managers, this text serves as a step-by-step guide to providing high-quality customer service. It applies to the entire spectrum of hospitality, including restaurants, hotels, clubs, theme parks, travel, and tourism, and includes as many examples from the various sectors of the industry as possible. These examples—along with numerous exercises and a multitude of figures— are what make this text directly applicable to the real world of hospitality.

• Application Interaction Exercises appear in each chapter.

  • Helps students gain a more thorough understanding of the concepts presented in the chapters and serve as a guide for direct hands-on application in any hospitality setting. Ex.___

• Numerous illustrations and examples.

  • Clarifies major concepts for students. Allows students to see what works and does not work in real-world settings. Ex.___

• Student Study Guide.

  • Gives students definitions of key terms as well as Discussion Questions for both in and outside the classroom. Ex.___

• Instructor's Manual.

  • Gives instructors a wide range of possible exam questions. Ex.___

• Text is based on a six-step process.

  • Gives students clear, concise steps that, when followed, will result in quality customer service. Ex.___

• Easy to read.

  • Helps students to fully understand and digest the material. Ex.___

1. What Quality Service Is and What You Can Do about It.


2. Customer Expectations: The Procedural Side.


3. Customer Expectations: The Personal Side.


4. Creating a Quality Service Culture and Supportive Leadership Climate.


5. Defining What Quality Service Is for You.


6. Weaving Quality Service into Your Operation.


7. Assessing Progress and Rewarding Successes.


8. Maintaining Quality Service with Continuous Quality Improvement.

Introduction to the Hospitality Industry  (Hospitality)
Customer Service  (Hospitality)
Introduction to Food and Beverage Service  (Culinary Arts)

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 organization

For the Culinary Arts Discipline

MasterCook 11
Pearson
©2011   |   Prentice Hall   |   CD-ROM Only   |   Instock
ISBN-10: 0132557800   |   ISBN-13: 9780132557801
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