Overview

The hospitality industry is a service industry that requires a unique blend of procedure, technique, and skill combined with the human element that is key to delivering quality guest service. It is both a science and an art. With a general approach incorporating insights from all areas of hospitality, Guest Service in the Hospitality Industry, 2nd Edition explores the intricacies of quality guest service with proven concepts in the industry. There is no one simple method to managing those who provide service. Guest Service in the Hospitality Industry, 2nd Edition facilitates various learning styles through a variety of features—service insights, case studies, and real-life examples—as they relate to the industry as it truly is. Applying each primary sector of the hospitality industry to each chapter, this essential guide is organized into three sections that offer a practical overview on how to understand, plan, and deliver quality service: Section I: Introduction and Essentials of Managing Guest Service lays groundwork for the course, covering the meaning, origin, and progression of guest service. Section II: Relating Service to the Sectors of the Hospitality Industry: How Service Relates weaves guest service concepts and methods into each major area of the hospitality industry—food, beverages, lodging, events, tourism, and casinos. Section III: Assessments and Planning brings together other major aspects of instituting and managing guest service—research tools, strategic planning, staff development, and marketing. Integrating quality service into the identity and individual operations of the overall business is the key to success in the hospitality industry. Guest Service in the Hospitality Industry, 2nd Edition prepares hospitality managers to meet and exceed expectations through quality service that is evident in all of the operations, people, and plans.

Full Product Details

Author:   Paul Bagdan
Publisher:   Kendall/Hunt Publishing Co ,U.S.
Imprint:   Kendall/Hunt Publishing Co ,U.S.
Edition:   Second Edition
Dimensions:   Width: 21.60cm , Height: 2.10cm , Length: 27.90cm
Weight:   0.907kg
ISBN:  

9781792400735

ISBN 10:   179240073
Pages:   277
Publication Date:   20 August 2019
Audience:   College/higher education ,  Tertiary & Higher Education
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

Preface Acknowledgments Section I Introduction and Essentials of Managing Guest Service Chapter 1 The Basics of Managing Guest Service Chapter 2 Defining Guest Service Chapter 3 Problem-Solving for Guest Service Section II Relating Service to the Sectors of the Hospitality Industry: How Service Relates Chapter 4 The Guest Service of Food Chapter 5 The Guest Service of Beverages Chapter 6 The Guest Service of Lodging Chapter 7 The Guest Service of Events Chapter 8 The Guest Service of Travel and Tourism Chapter 9 The Guest Service of Casinos Section III Assessments and Planning Chapter 10 Strategic Planning for Service Chapter 11 Quality Tools Chapter 12 Systems, Ratings, and Awards Chapter 13 Developing a Staff Chapter 14 Marketing and Establishing an Image for Service Index

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Author Information

A Johnson and Wales University faculty member since 1999, Paul Bagdan has spent more than 20 years in the hospitality industry working in resorts, hotels and restaurants, including the Omni Sagamore. Bagdan specializes in technology, service management and learning styles, and teaches courses in strategic management, marketing, human resources and customer service and has taught briefly in France as part of a faculty exchange. He also serves as faculty advisor to the Eta Sigma Delta National Honor Society. In addition to being a Certified Hospitality Educator (CHE), Bagdan is both a Certified Food Safety Trainer and a Responsible Alcohol Service Trainer for the state of Rhode Island. He is a member of the RI Hospitality Association and the International Council on Hotel, Restaurant and Institutional Education (ICHRIE), serving as Treasurer for the Northeast Federation of ICHRIE.

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