Includes bibliographical references and index.

Chapter
1 Tourism and Hospitality Services
2 Service Quality in Tourism and Hospitality Services
3 Service Marketing
4 Service Quality, Customer Satisfaction, and Value
5 Managing Service Failure and Empowering Service
6 Cross-Cultural Issues in Service Quality
7 Meeting Guest Expectations through Planning
8 Developing the Hospitality Culture: Everyone Serves!
9 Staffing for Service

Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards. Delivering quality service is one of the major challenges the hospitality managers will be facing in the following years as it is an essential condition for success in the emerging, keenly competitive, global hospitality markets. There are various tools that measure and improve quality service, as well as mechanisms for quality recognition in the tourism and hospitality industry. Quality management in the hospitality industry is the consistent delivery of service that meets the high standards set by the corporation or owners of a hotel. Guests expect quality service and reward it with loyalty and referrals. When guests know, they can expect to receive the same level of service every time they visit, you've achieved effective quality management. Employees in the hotel industry are all expected to provide exceptional customer service.

College of Business and Accountancy Bachelor of Science in Hospitality Management

College of Business and Accountancy Bachelor of Science in Tourism Management

In English