What Every Hospitality Service Provider Needs to Know
by William B. Martin
Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles.
Providing Quality Service covers principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their quality service goals.
- Comprehensive and practical content.
- 32 application interaction exercises—From winning with the customer and managing time to body language basics and the difficult guest
- Quality Service “Hall of Fame” and “Hall of Shame”
- Study guides conclude each chapter—Including key concepts, key terms and study/discussion questions
- Self assessment tools
- CUSTOMER SERVICE FUNDAMENTALS—PROVIDING HOSPITALITY AT ITS BEST
- Winning with the Customer
- The Nature of Customer Service
- The Two Types of Customers
- Defining “Quality” in Quality Service
- THE SYSTEM SIDE OF SERVICE—PROVIDING THAT PROCEDURAL TOUCH
- Timing Is Everything
- Getting in the Flow
- Communicate, Communicate, Communicate
- Feedback—Food for Success
- To Be or Not to Be Accommodating?
- THE HUMAN SIDE OF SERVICE—PROVIDING THAT PERSONAL TOUCH
- The Four Basic Customer Service Needs
- It's All about Attitude
- Words That Sting—Words That Soothe
- The Joy of Surprises—Providing the Unexpected
- Lending a Helping Hand
- Selling That Sells
- The Challenge of Gracious Problem Solving
- The Challenge of the Difficult Guest
- SELF-ASSESSMENT—WHAT HAVE YOU LEARNED?
- Test Your Knowledge—A True-False Test
- Test Your Skill—The Service Provider Self-Assessment Scale
- Additional Readings
- True-False Answers