Managing quality service in hospitality: how organizations achieve excellence in the guest experience
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
[Clifton Park, NY]
Delmar Cengage Learning
2012
|
| Ausgabe: | internat. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Second edition: Managing hospitality organizations : achieving excellence in the guest experience |
| Beschreibung: | XXVII, 516 S. Ill. |
| ISBN: | 9781111307738 1111307733 |
Internformat
MARC
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| 245 | 1 | 0 | |a Managing quality service in hospitality |b how organizations achieve excellence in the guest experience |c Robert C. Ford ; Michael C. Sturman ; Cherrill P. Heaton |
| 250 | |a internat. ed. | ||
| 264 | 1 | |a [Clifton Park, NY] |b Delmar Cengage Learning |c 2012 | |
| 300 | |a XXVII, 516 S. |b Ill. | ||
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Datensatz im Suchindex
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|---|---|
| adam_text | Titel: Managing quality service in hospitality
Autor: Ford, Robert C.
Jahr: 2012
CONTENTS
Dedication.................................................................iii
Foreword...................................................................x
Preface....................................................................xi
Acknowledgments.........................................................xix
About the Authors .........................................................xx
Introduction..............................................................xxii
SECTION 1 THE HOSPITALITY SERVICE STRATEGY........... 1
Chapter 1: The Basics of Wow! The Guest Knows Best
Hospitality Principle: Provide the service quality and value that
guests expect........................................................... 3
Guestology: What Is It?....................................................... 5
The Guest Experience......................................................... 9
Guest Expectations.......................................................... 17
Quality, Value, and Cost Defined............................................. 20
Lessons Learned 23
Review Questions 23
Activities 24
Ethics in Business 25
Case Study 25
Additional Readings 27
Chapter 2: Meeting Guest Expectations through Planning
Hospitality Principle: Focus strategy on the key drivers of guest
satisfaction ............................................................ 31
Three Generic Strategies..................................................... 32
The Hospitality Planning Cycle............................................... 38
Assessing the Environment.................................................... 41
What the Future May Hold.................................................. 43
Assessing the Organization Itself: The Internal Audit............................. 56
Developing the Service Strategy............................................... 62
Action Plans............................................................... 64
The Uncertain Future....................................................... 68
Involving Employees in Planning.............................................. 68
Lessons Learned 70
Review Questions 70
Activities 71
Ethics in Business 71
Case Studies 71
Appendix: Quantitative and Qualitative Tools to Plan for the Future 74
Additional Readings 78
Chapter 3: Setting the Scene for the Guest Experience
Hospitality Principle: Provide the service setting that guests expect........ 83
Creating the Show ........................................................ 84
Why Is the Environment Important?........................................... 93
A Model: How the Service Environment Affects the Guest......................... 97
Lessons Learned 108
Review Questions 109
Activities 109
Ethics in Business 109
Case Studies 110
Additional Readings 111
Chapter 4: Developing the Hospitality Culture: Everyone Serves!
Hospitality Principle: Define and sustain a total service culture............ 117
The Importance of Leaders.................................................. 118
The Importance of Culture.................................................. 121
Beliefs, Values, and Norms.................................................. 126
Culture and the Environment................................................ 128
Communicating the Culture................................................. 131
Changing the Culture....................................................... 141
What We Know About Culture.............................................. 242
Lessons Learned 143
Review Questions 143
Activities 143
Ethics in Business 144
Case Study 144
Additional Readings 145
SECTION 2 THE HOSPITALITY SERVICE STAFF............. 149
Chapter 5: Staffing for Service
Hospitality Principle: Find and hire people who love to serve............. 151
The Many Employees of the Hospitality Industry ............................... 152
Loving to Serve........................................................... 155
The First Step: Study the Job................................................ 157
The Second Step: Recruit a Pool of Qualified Candidates........................ 163
The Third Step: Select the Best Candidate..................................... 178
The Fourth Step: Hire the Best Applicant...................................... 185
The Fifth Step: Make the New Hire Feel Welcome.............................. 187
The Sixth Step: Turnover-Selecting People Out of an Organization .............. 187
Employing the Best to Serve Your Guests...................................... 189
Lessons Learned 189
Review Questions 190
Activity 191
Ethics in Business 191
Case Studies 192
Additional Readings 193
Chapter 6: Training and Developing Employees to Serve
Hospitality Principle: Train your employees, then train them some more .. 197
Employee Training......................................................... 199
Developing a Training Program.............................................. 203
Training Methods.......................................................... 206
Challenges and Pitfalls of Training........................................... 216
Employee Development..................................................... 229
Lessons Learned 223
Review Questions 223
Activities 224
Ethics in Business 224
Case Studies 225
Additional Readings 226
Chapter 7: Serving with a Smile: Motivating Exceptional Service
Hospitality Principle: Motivate and empower your employees.............229
Motivating Employees...................................................... 230
The Needs People Have..................................................... 232
The Rewards People Want.................................................. 235
Rewarding Employees for Performance ........................................ 243
Linking Performance and Rewards........................................... 244
Clarifying Employees Roles ................................................. 245
Setting Goals ............................................................. 247
Providing the Right Direction................................................ 249
Motivation, Employee Satisfaction, and Guest Satisfaction....................... 256
Lessons Learned 258
Review Questions 258
Activities 259
Ethics in Business 259
Case Studies 260
Additional Readings 262
Chapter 8: Involving the Guest: The Co-Creation of Value
Hospitality Principle: Empower guests to co-create their experiences......265
Guests Co-Create Value .................................................... 266
The Guest Can Help!...................................................... 268
Strategies for Involving the Guest............................................. 269
Determining When Guest Participation Makes Sense............................ 280
One Last Point: Firing The Guest............................................ 284
Lessons Learned 287
Review Questions 287
Activity 288
Ethics in Business 288
Case Study 289
Additional Readings 290
SECTION 3 THE HOSPITALITY SERVICE DELIVERY SYSTEM . . 295
Chapter 9: Communicating for Service
Hospitality Principle: Glue the guest experience elements together
with information......................................................297
The Challenge of Managing Information...................................... 298
Information and the Service Product.......................................... 302
Information and the Service Setting........................................... 304
Information and the Delivery System.......................................... 307
Decision Support Systems................................................... 323
The Hospitality Organization as an Information System......................... 320
Lessons Learned 324
Review Questions 324
Activities 325
Ethics in Business 325
Case Studies 326
Additional Readings 327
Chapter 10: Planning the Service Delivery System
Hospitality Principle: Provide seamless service delivery...................331
Planning and Designing the Service Delivery System............................ 332
Developing The Service Delivery System....................................... 335
Planning Techniques....................................................... 342
Targeting Specific Problem Areas in Service Delivery Systems..................... 355
Lessons Learned 362
Review Questions 362
Activities 363
Ethics in Business 363
Case Studies 364
Additional Readings 365
Chapter 11: Waiting for Service
Hospitality Principle: Manage the guest s wait............................369
When the Wait Begins...................................................... 370
Capacity and Psychology: Keys to Managing Lines............................. 372
Queuing Theory: Managing the Reality of the Wait............................. 375
Managing the Perception of the Wait......................................... 385
Service Value and the Wait................................................. 390
Lessons Learned 391
Review Questions 392
Activities 393
Ethics in Business 393
Case Studies 394
Appendix: The Mathematics of Waiting Lines 396
Additional Readings 398
Chapter 12: Measuring and Managing Service Delivery
Hospitality Principle: Pursue perfection relentlessly.......................401
Techniques and Methods for Assessing Service Quality........................... 403
Measuring Service Quality After the Experience................................. 425
Finding and Using the Technique that Fits..................................... 427
Lessons Learned 429
Review Questions 429
Activities 430
Ethics in Business 430
Case Studies 431
Additional Readings 432
Chapter 13: Fixing Service Failures
Hospitality Principle: Don t fail the guest twice ...........................437
No Perfect Service Systems.................................................. 438
Service Failures: Types, Where, and Why..................................... 440
The Importance of Fixing Service Failures..................................... 443
Dealing with Service Failures................................................ 449
Recovering from Service Failure.............................................. 452
Lessons Learned 462
Review Questions 462
Activities 463
Ethics in Business 463
Case Studies 464
Additional Readings 469
Chapter 14: Service Excellence: Leading the Way to Wow!
Hospitality Principle: Lead others to excel................................ 475
What Does the Guest Want? ................................................ 476
Strategy.................................................................. 476
Staffing.................................................................. 481
Systems.................................................................. 486
Hospitality and the Future.................................................. 487
Leaders and the Future..................................................... 489
It Begins-and Ends-with the Guest......................................... 494
Lessons Learned 494
Review Questions 495
Activities 496
Ethics in Business 496
Case Studies 437
Additional Readings 499
Glossary................................................................. 501
Index.................................................................... 509
|
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| spelling | Ford, Robert C. 1945- Verfasser (DE-588)170591905 aut Managing quality service in hospitality how organizations achieve excellence in the guest experience Robert C. Ford ; Michael C. Sturman ; Cherrill P. Heaton internat. ed. [Clifton Park, NY] Delmar Cengage Learning 2012 XXVII, 516 S. Ill. txt rdacontent n rdamedia nc rdacarrier Second edition: Managing hospitality organizations : achieving excellence in the guest experience Management (DE-588)4037278-9 gnd rswk-swf Gastgewerbe (DE-588)4259231-8 gnd rswk-swf Gastgewerbe (DE-588)4259231-8 s Management (DE-588)4037278-9 s DE-604 Sturman, Michael C. Verfasser aut Heaton, Cherrill P. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=022497537&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Ford, Robert C. 1945- Sturman, Michael C. Heaton, Cherrill P. Managing quality service in hospitality how organizations achieve excellence in the guest experience Management (DE-588)4037278-9 gnd Gastgewerbe (DE-588)4259231-8 gnd |
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| title | Managing quality service in hospitality how organizations achieve excellence in the guest experience |
| title_auth | Managing quality service in hospitality how organizations achieve excellence in the guest experience |
| title_exact_search | Managing quality service in hospitality how organizations achieve excellence in the guest experience |
| title_full | Managing quality service in hospitality how organizations achieve excellence in the guest experience Robert C. Ford ; Michael C. Sturman ; Cherrill P. Heaton |
| title_fullStr | Managing quality service in hospitality how organizations achieve excellence in the guest experience Robert C. Ford ; Michael C. Sturman ; Cherrill P. Heaton |
| title_full_unstemmed | Managing quality service in hospitality how organizations achieve excellence in the guest experience Robert C. Ford ; Michael C. Sturman ; Cherrill P. Heaton |
| title_short | Managing quality service in hospitality |
| title_sort | managing quality service in hospitality how organizations achieve excellence in the guest experience |
| title_sub | how organizations achieve excellence in the guest experience |
| topic | Management (DE-588)4037278-9 gnd Gastgewerbe (DE-588)4259231-8 gnd |
| topic_facet | Management Gastgewerbe |
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