Managing Quality Service in Hospitality: How Organizations Achieve Excellence in the Guest Experience

by Michael C. Sturman, Cherrill P. Heaton, Robert C. Ford

Book Overview

MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept of treating customers as guests and creating a "WOW" experience... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 1439060320
• ISBN13: 9781439060322
• Release Date: February 2011
• Publisher: Cengage Learning
• Length: 516 Pages
• Weight: 2.45 lbs.
• Dimensions: 0.9" x 8.1" x 10.0"