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Managing quality service in hospitality: How organizations achieve excellence in the guest experience

Tác giả: Robert C Ford, Michael C Sturman, Cherrill P Heaton

Contents: Meeting guest expectations through planning; Setting the scene for the guest experience; Developing the hospitality culture: Everyone serves; Staffing for service; Training and developing employees to serve; Serving with a smile: Motivating exceptional service; Involving the guest: The ...

A cruise ship primer : history and operations

Tác giả: Craig A Munsart

With 172 photographs and illustrations, the cruise ship is examined its planning, construction, operation, and ultimate fate. This behind the scenes look examines the concept, development, and construction of vessels, what makes them work, and how, as well as ship operations. More than 240 ships ...

The complete guide to successful event planning : with companion CD-ROM

Tác giả: Shannon Kilkenny

The book includes information on timely practices such as generating enthusiasm and creative marketing techniques using social media and networking, planning environmentally friendly events, and using technology applications and gadgets to orchestrate leading edge events.

Cruise operations management

Tác giả: Philip Gibson

Provides a comprehensive and contextualised overview of hospitality services for the cruise industry. This book discusses issues such as the history and image of cruising; designing a cruise and itinerary planning roles and responsibilities on a cruise ship customer service and passenger profiles ...

Human Resources Management in the Hospitality Industry

Tác giả: David K Hayes, Jack D Ninemeier

This book approaches hospitality human resource (HR) management as a decision making practice that affects the performance, quality, and legal compliance of the hospitality business as a whole. Throughout the book, Human Resources Management in the Hospitality Industry focuses on the unique HR ...