Guest Service in the Hospitality Industry

by Bagdan, Paul, Ph.D.

• ISBN13: 9781118071809
• ISBN10: 1118071808
• Format: Hardcover
• Copyright: 2012-11-06
• Publisher: John Wiley & Sons Inc

Summary

Guest Service in the Hospitality Industry adopts the premise that there is no one simple solution to managing people who provide customer service. It does not claim one, absolute answer, but, instead, takes a general approach that incorporates various thoughts from different parts of the industry, differing from property to property. By providing several frameworks for instituting approaches, this text opens minds to the idea of taking care of the guest. 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. It not only provides a history and overview of guest service but then goes much further to include other essential topics, including problem-solving, quality tools and assessments, staffing, marketing, and strategic planning.

Author Biography

A Johnson and Wales University faculty member since 1999, Paul Bagdan has spent more than 20 years in the hospitality industry working in resorts, hotels and restaurants, including the Omni Sagamore.
Bagdan specializes in technology, service management and learning styles, and teaches courses in strategic management, marketing, human resources and customer service and has taught briefly in France as part of a faculty exchange. He also serves as faculty advisor to the Eta Sigma Delta National Honor Society.
In addition to being a Certified Hospitality Educator (CHE), Bagdan is both a Certified Food Safety Trainer and a Responsible Alcohol Service Trainer for the state of Rhode Island. He is a member of the RI Hospitality Association and the International Council on Hotel, Restaurant and Institutional Education (ICHRIE), serving as Treasurer for the Northeast Federation of ICHRIE.

Table of Contents

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

• 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