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Quality Service: What Every Hospitality Manager Needs to Know

By William B. Martin

Published by Pearson

Published Date: Oct 9, 2001

Table of Contents



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.

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Quality Service: What Every Hospitality Manager Needs to Know

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$106.65 $85.32 | ISBN-13: 978-0-13-093018-7

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