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Ultimate service : the complete handbook to the World of the concierge

Tác giả: Holly Stiel and Delta Collins

The book includes topics such as building relationships, the telephone manager, handling routine and unusual requests, handling irate customers, and organizing a consierge department. Emphasis is placed on the responsibility of the consierge to provide the best possible service. The impact of the ...

Personnel training manual for the hospitality industry

Tác giả: Jack E. Miller, Mary Walk

Its purpose is to discuss labour management and training systems to enable supervisors to select the team that best fits their operation. This book introduces the operator to the best training methods available. It works with what is best for the operator, then implements a long term solution to ...

A practical guide to fares and ticketing

Tác giả: J. Semer-Purzycki

Introduction to airline transportation, airline reservations and sales, introduction to ticketing, ticketing one way and round trips.

The hotel and restaurant business (Hospitality, travel & tourism)

Tác giả: Donald E. Lundberg

It provides up-to-date information on hospitality-specific human resources and human relations issues, the global nature of the hotel and restaurant business, recent changes in hotel development and financing brought about by the recessional economy, growth in the institutional segment of the ...

Operations Management for the Hospitality Industry : a resource based approach

Tác giả: Nick Johns

Providing the basis for a complete marketing course or module for students of hospitality and tourism, this text functions as an integrated guide for full-time degree or diploma students, or those on postgraduate or short courses. Each chapter has review questions and exercises.