Managing Quality Service in Hospitality

Аннотация

Through this book, everyone can spend a day with Professor Robert Ford. Bob loves to spend time with hospitality executives, discussing what keeps them up at night. This discussion provides him with not only a real understanding of the industry but also anecdotes he uses to illustrate his text. The examples of best practices presented in this book make it an interesting read. This book is structured as a textbook, but any manager of a hospitality organization will find the time spent reading this book a good investment. The research suggests that there truly are important differences between managing a service organization and managing a tangible goods producing organization. Yet, there are very few books on the management of services. This book is the only one I know of on the management of hospitality services. When I taught services management, my choice for a text was Bob’s Managing the Guest Experience in Hospitality. I come from a marketing background. Bob often reminds me that marketers make promises and operators have to deliver those promises. This book explains how to deliver the promise