Table of Contents

Enabling the Service Experience. Frontline Employee Recruitment and Selection. Frontline Employee Training. Frontline Employee Feedback and Evaluation. Delivering the Service Experience. The Check-In Experience. The Guestroom Experience. The Public Space Experience. The Food and Beverage Experience. The Check-Out Experience. Managing the Critical Drivers of Service Scores. Service Failure Recovery. Forecasting and Contingency Plans. Perceived Waiting Times. Creating and Maintaining a Service Culture. Frontline Employee Incentives. Signals of Training Transfer. Closing the Loop by Acting Upon Guest Feedback. Conclusions. Index.

Reviews

"This is a handy book that deserves a spot on any hotel manager's bookshelf. It is loaded with practical and clever recommendations that, if implemented, will result, simply and clearly, in better run hotels. Experienced and new managers alike will find the book's well-organized and clearly explained recommendations provide a must-do list of strategies, tactics, and training tools that will prove tremendously valuable as they seek to improve their property's operations and profitability. I highly recommend the handbook and commend the authors on producing a management book that is so highly readable and action-oriented."
—Stephen W. Litvin, Professor, Hospitality & Tourism Management, College of Charleston, South Carolina