A Hotel Manager's Handbook
eBook - PDF

A Hotel Manager's Handbook

189 Techniques for Achieving Exceptional Guest Satisfaction

  1. 256 pages
  2. English
  3. PDF
  4. Available on iOS & Android
eBook - PDF

A Hotel Manager's Handbook

189 Techniques for Achieving Exceptional Guest Satisfaction

About this book

This book presents techniques that reflect the vast and varied experience of the authors. They have produced an array of highly effective guest satisfaction techniques from which even the most veteran hoteliers can learn and benefit. With this practical, easy-to-use book, there is no need to sift through pages of narratives in order to identify act

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Yes, you can access A Hotel Manager's Handbook by Vincent P. Magnini,Carol J. Simon in PDF and/or ePUB format, as well as other popular books in Business & Hospitality, Travel & Tourism Industry. We have over one million books available in our catalogue for you to explore.
About 
the 
Authors 
.....................................................................
vii
Introduction 
..................................................................................
1
Section 
I: 
Enabling 
the 
Service 
Experience
...............................
5
1. 
Frontline 
Employee 
Recruitment 
and 
Selection 
.........
7
2. 
Frontline 
Employee 
Training 
.......................................
25
3. 
Frontline 
Employee 
Feedback 
and 
Evaluation 
..........
51
Section 
II: 
Delivering 
the 
Service 
Experience 
........................
61
4. 
e 
Check-In 
Experience 
.............................................
63
5. 
e 
Guestroom 
Experience 
.........................................
87
6. 
e 
Public 
Space 
Experience 
.....................................
109
7. 
e 
Food 
and 
Beverage 
Experience 
..........................
137
8. 
e 
Check-Out 
Experience
........................................
157
Section 
III: 
Managing 
the 
Critical 
Drivers 
of 
Service 
Scores
...................................................
171
9. 
Service 
Failure 
Recovery 
............................................
173
10. 
Forecasting 
and 
Contingency 
Plans
..........................
189
11. 
Perceived 
Waiting 
Times 
............................................
197
Contents
Contents 
v
Section 
IV: 
Creating 
and 
Maintaining 
a 
Service 
Culture 
.....
209
12. 
Frontline 
Employee 
Incentives 
..................................
211
13. 
Signals 
of 
Training 
Transfer 
.......................................
223
14. 
Closing 
the 
Loop 
by 
Acting 
Upon 
Guest 
Feedback 
.......................................................................
231
Concluding 
Remarks 
...............................................................
243
References
..................................................................................
245
vi 
A 
Hotel 
Manager’s 
Handbook

Table of contents

  1. Front Cover
  2. Contents
  3. About the Authors
  4. Responsible Practice
  5. Introduction
  6. Section I: Enabling the Service Experience
  7. Section II: Delivering the Service Experience
  8. Section III: Managing the Critical Drivers of Service Scores
  9. Section IV: Creating and Maintaining a Service Culture
  10. Concluding Remarks
  11. References
  12. Back Cover