A Hotel Manager's Handbook : 189 Techniques for Achieving Exceptional Guest Satisfaction book cover
SAVE
$14.99
1st Edition

A Hotel Manager's Handbook
189 Techniques for Achieving Exceptional Guest Satisfaction




ISBN 9781771883481
Published December 15, 2015 by Apple Academic Press
256 Pages

 
SAVE ~ $14.99
was $74.95
USD $59.96

Prices & shipping based on shipping country


Preview

Book Description

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 actionable tactics and strategies that can be applied at the property-level. The book presents one unique and actionable customer satisfaction technique on each page—a useful feature for busy managers.

Table of Contents

Enabling the Service Experience. Frontline Employee Recruitment and Selection. Frontline Employee Training. Frontline Employee Feedback and Evaluation. Delivering the Service Experience. The Check-In Experience. The Guestroom Experience. The Public Space Experience. The Food and Beverage Experience. The Check-Out Experience. Managing the Critical Drivers of Service Scores. Service Failure Recovery. Forecasting and Contingency Plans. Perceived Waiting Times. Creating and Maintaining a Service Culture. Frontline Employee Incentives. Signals of Training Transfer. Closing the Loop by Acting Upon Guest Feedback. Conclusions. Index.

...
View More

Reviews

"This is a handy book that deserves a spot on any hotel manager's bookshelf. It is loaded with practical and clever recommendations that, if implemented, will result, simply and clearly, in better run hotels. Experienced and new managers alike will find the book's well-organized and clearly explained recommendations provide a must-do list of strategies, tactics, and training tools that will prove tremendously valuable as they seek to improve their property's operations and profitability. I highly recommend the handbook and commend the authors on producing a management book that is so highly readable and action-oriented."
—Stephen W. Litvin, Professor, Hospitality & Tourism Management, College of Charleston, South Carolina