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Managing Quality Service In Hospitality- How Organizations Achieve Excellence In The Guest Experience
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MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept and principles of treating customers as guests and creating a 'WOW' experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service organizations. This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems. Each chapter includes suggested hospitality activities for students in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. 'Ethics in Business' segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and ends with 'Lessons Learned,' review questions, 'Ethics in Business,' activities, and case studies. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.
作者： Robert C. Ford、Michael C. Sturman、Cherrill P. Heaton
新功能介紹- 出版社：桂魯
新功能介紹 - 出版日期：2012/01/01
- 語言：英文
商品網址: Managing Quality Service In Hospitality- How Organizations Achieve Excellence In The Guest Experience
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商品網址: Managing Quality Service In Hospitality- How Organizations Achieve Excellence In The Guest Experience
記者潘慧中／綜合報導
隋棠婚後重心放在家庭，近來升格當服飾品牌老闆娘後，似乎也開始會觀察其他行業的員工表現，她18日在社群網站透露，和家人去華山文化園區內的餐廳吃完飯後，麻煩員工打包甜點，「結果拿到時很驚訝！」不是上頭留下的字句，而是那3塊蛋糕被對待的方式，忍不住讚嘆比出大拇指！
▲隋棠最近帶家人去華山內的餐廳吃飯。（圖／翻攝自隋棠臉書）
隋棠最近帶著老公TONY、婆婆以及一對兒女去華山用餐，最後送上的3個小甜點，全都吃到剩下一兩口，節儉的她請員工幫忙打包，沒想到，一拿到食物後，內心意外感到非常驚訝，不是因為上頭寫著「謝謝女神，We Love you」的告白字句，而是3個甜點被工整地放在蓋著玻璃紙的小盒子裡，「蛋糕間距都用心。」
▲隋棠收到員工用心包裝的食物，心裡很是驚訝。（圖／翻攝自隋棠臉書）
明明只是打包的食物，看起來卻被包裝得像禮盒，員工貼心又認真的態度，隋棠全看在眼裡，「像美麗的藝術品一樣，職人精神！」除了分享自己的小小心得，她不忘曬出兒女當天的萌照，LUCY穿著連身褲、嘟起嘴巴賣萌，看到女兒的姿勢，忍不住笑說：「三七步站好氣勢自然來。」
▲隋棠PO出兒女在餐廳吃飯的萌樣。（圖／翻攝自隋棠臉書）
隋棠透露當天剛好是婆婆來台灣看她們一家人，只見她紮起頭髮，露出樸素臉蛋，即使沒有化妝，氣色依然看起來很好，穿著黑色背心裙，簡單搭配一雙球鞋就出門，完全沒有影響到整體比例，穠纖合度的小腿線條一覽無遺，和老公分別抱著兒子與女兒，讓人感受到最平凡的幸福。
隋棠臉書全文：
去位在華山裡的餐廳吃完飯，麻煩他們幫忙打包各剩下一兩口的甜點，結果拿到時很驚訝。驚訝的不是小盒子上的留言，而是餐廳對待自己的料理的方式。那三塊剩餘的蛋糕被工整仔細地陳列在蓋著玻璃紙的小盒子內，像美麗的藝術品一樣。職人精神
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