The delivery of an exceptional customer experience is critical to the long-term success of a hospitality enterprise whether that enterprise is a full-service, luxury resort or a select-service, economy hotel.
Delivering the Guest Experience: Successful Hotel, Lodging & Resort Management is based upon 25 years of personal, hands-on industry experience coupled with extensive academic preparation and study. This title focuses on the application of sound customer service theory and best industry practices within the context of a hotel, lodging, or resort setting. Exceptional customer experiences and financial returns are interdependent and Delivering the Guest Experience explains this synergistic relationship.
Delivering the Guest Experience is divided into five sections:
Delivering the Guest Experience covers all aspects of successful lodging and resort management, including:
- Hotel Industry Overview
- Building Guest and Client Relationships
- Delivering the Core Service: The Rooms Division
- Delivering Peripheral Services: Food, Beverage, Conference, and Resort Services
- Delivering a Return to Hotel Investors
- guest services
- housekeeping and laundry management
- facilities maintenance
- food and beverage operations
- meetings and conference support
- sales, marketing, and revenue management
- human resource management
- administrative, loss prevention, and accounting functions
- overview of resort, spa, golf, and recreation management
- real estate investment, owners relations, and asset management
- ISBN13 9781792401527
- Publish Date 30 August 2019
- Publish Status Active
- Publish Country US
- Imprint Kendall/Hunt Publishing Co ,U.S.
- Format Paperback
- Pages 277
- Language English