Average Reviews:
(More customer reviews)I bought this book because it was required for one of my classes... but I will be keeping it for future reference! Helps explain all minor details that help in the hospitality field!
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This book is organized around the 14 "Service Principles" with a chapter dedicated to each.The most recent research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service".A "Moment of Truth" feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered.A "Lessons Learned" section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way.
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