Overview

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: 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 Delivering the Guest Experience covers all aspects of successful lodging and resort management, including: 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

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9781792401527

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