Includes bibliographical references and index.

Chapter 1 Supervision and guest service.
Chapter 2 Customer Feedback.
Chapter 3 Grooming and Etiquette in Hospitality.
Chapter 4 Guest Complaint Management.
Chapter 5 Customer Retention.
Chapter 6 Lodging Operations Management.
Chapter 7 Guest Experience in Hotels.
The Guest Service of Beverages.

Index

Equips with learners with a foundation for effective service delivery. This edition is packed with updated information and new topics are also added. A new chapter is also added. It contains topics including improve skills and attitudes; better communication skills; better understanding of workplace practices; increase morale, confidence, self-satisfaction, and work satisfaction. In this guide, visual information is presents in different formats, such as images, flowcharts, diagrams, graphs, cartoons, slideshow/PowerPoint presentation, and poster in easy understand way. It also prepares students who want to work in hospitality area to meet and exceed guests' expectations through quality service that is evident in all of the operation, its people and its plan. The guest service visual reference guide is for anyone who has contact with customers, whether face to face, over the phone or electronically. It is designed to help you manage your own feelings and behavior while looking after your customers." --provided by the Publisher