For courses in hospitality service.

Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. The text provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their quality service goals.

• Comprehensive and practical content.

  • Provides students with all the basics of how to deliver quality customer service in the many areas of hospitality.

• 32 application interaction exercises—From winning with the customer and managing time to body language basics and the difficult guest.

  • Enables students to apply their learning to the real world of hospitality.

• Quality Service “Hall of Fame” and “Hall of Shame”.

  • Provides students with real-life cases which illustrate chapter concepts.

• Study guides conclude each chapter—Including key concepts, key terms and study/discussion questions.

  • Provides students with a structured review of material.

• Self assessment tools.

  • Provides students with tests for assessing their knowledge and skill.

I. CUSTOMER SERVICE FUNDAMENTALS—PROVIDING HOSPITALITY AT ITS BEST.

II. THE SYSTEM SIDE OF SERVICE—PROVIDING THAT PROCEDURAL TOUCH.

III. THE HUMAN SIDE OF SERVICE—PROVIDING THAT PERSONAL TOUCH.

IV. SELF-ASSESSMENT—WHAT HAVE YOU LEARNED?

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

Providing Quality Service: What Every Hospitality Service Provider Needs to Know is the definitive resource for all hospitality service providers. In a reader-friendly style and format, it serves as a complete customer service guide for existing or potential service providers in food service, lodging, clubs, theme parks, or travel-related businesses.

Whatever the position, whatever the nature of the operation, if it's hospitality and the position requires interaction with guests in any way, this book outlines a comprehensive, quality customer service action plan for that position that generates success.

Its thirty-two application exercises and numerous examples in every chapter make its contents easily adaptable to the specific needs of any hospitality learning and training environment.

This book covers the full spectrum of quality service as seen through the eyes of the customer. It outlines customers' expectations for procedural as well as personal quality service. It clarifies what quality service is and how to provide it, including:

• How to win with the customer
• How to exhibit and maintain a positive attitude
• How to "WOW" the guest
• How to effectively handle customer complaints and difficult guests

View a Sample Chapter PDF:

Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students, contact your Pearson Higher Education representative for pricing and ordering information.

Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students, browse our available packages below, or contact your Pearson Higher Education representative to create your own package.

• Package ISBN-10: 0131639072 | ISBN-13: 9780131639072
  ©2003 | Instock | Suggested retail price: $133.27 | Buy from myPearsonStore
  This package contains:
• Providing Quality Service: What Every Hospitality Service Provider Needs to Know, 1/E
  Martin | ©2003 | Prentice Hall | Paper; 167 pages
  
• Introduction to Hospitality, 3/E
  Walker | ©2002 | Prentice Hall | Cloth; 624 pages