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Guest Services Management Book
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.Read More
from£60.99 | RRP: * Excludes Voucher Code Discount Also available Used from £5.79
- 0766814157
- 9780766814158
- Robert Ford, Cherrill Heaton
- 12 January 2000
- Delmar Cengage Learning
- Paperback (Book)
- 432
- illustrated edition
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