Textbook
Hospitality/Service
Softcover, 432 pages

Publisher: Delmar Learning
Author: Robert Ford, Cherrill Heaton

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 vignette 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.

Features:

• Learning objectives at the beginning of each chapter outline the important lessons.
• Each chapter starts with a “Hospitality Principle” and includes key terms, concepts and case studies to reinforce the material.
• “Lessons Learned”, activities and review questions are features found at the end of each chapter.

$91.95

• Table of Contents
• Read Excerpt: Table of Contents (PDF)
• Read Excerpt: Preface (PDF)

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