Includes index.

Machine generated contents note: Section I: Introduction, History, and Basics of Guest Service Chapter 1: The Basics of Guest Service Chapter 2: Defining Guest Service Chapter 3: Problem-Solving for Guest Service Section II: Relating Service to the Sectors of the Hospitality Industry: How Service Relates A chapter is dedicated to each of these areas: Chapter 4: The Guest Service of Food Chapter 5: The Guest Service of Beverages Chapter 6: The Guest Service of Lodging Chapter 7: The Guest Service of Events Chapter 8: The Guest Service of Travel and Tourism Chapter 9: The Guest Service of Casinos Section III: Assessments and Planning Chapter 10: Research and Tools Chapter 11: Strategic Planning for Service Chapter 12: Developing a Staff Chapter 13: Marketing and Establishing an Image for Service .

"This book adopts a general approach that incorporates various thoughts from different parts of the industry, differing from property to property. It discusses issues and debunks myths about customer service with concepts that are solid and proven in the industry. Furthermore, this new text includes all of the major areas of the hospitality industry as they relate to delivering quality customer service. In addition to a review of the history and overview of guest service, the book goes much further to include other essential topics, including problem-solving, quality tools and assessments, staffing, marketing, and strategic planning"--

College of Business and Accountancy