Free PDF Managing the Guest Experience in Hospitality, by Robert Ford, Cherrill P. Heaton
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Managing the Guest Experience in Hospitality, by Robert Ford, Cherrill P. Heaton
Free PDF Managing the Guest Experience in Hospitality, by Robert Ford, Cherrill P. Heaton
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This book is organized around the 14 "Service Principles" with a chapter dedicated to each. The most recent research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service". A "Moment of Truth" feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered. A "Lessons Learned" section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way.
- Sales Rank: #1012858 in Books
- Published on: 1999-12-13
- Original language: English
- Number of items: 1
- Dimensions: .72" h x 7.41" w x 9.24" l, 1.50 pounds
- Binding: Paperback
- 464 pages
- Very good condition
About the Author
Cherrill P. Heaton (Ph.D.) recently retired as Professor of Organizational Communications from the University of North Florida where he taught organizational and business communications to students in the graduate business programs for thirty years. In addition, he taught short courses in effective business communication in numerous executive education programs. Besides serving as editor of Management by Objectives in Higher Education, he is the co-author of several articles on service management and four texts; Principles of Management: A Decision Making Approach; Organizational Theory, Achieving Service Excellence: Strategies for Health Care; and Managing the Guest Experience in Hospitality. He also served as managing editor for the Academy of Management Executive.
Most helpful customer reviews
0 of 0 people found the following review helpful.
Managing the Guest Experience in Hospitality
By hay23
I bought this book because it was required for one of my classes... but I will be keeping it for future reference! Helps explain all minor details that help in the hospitality field!
0 of 0 people found the following review helpful.
Buy the updated version
By A. Giles
This book has some good examples and gives a good in-depth look at guest services, but the newer version is much better organized.
0 of 0 people found the following review helpful.
Five Stars
By wilberto
Perfect
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