This book presents techniques that reflect the vast and varied experience of the authors. They have produced an array of highly effective guest satisfaction techniques from which even the most veteran hoteliers can learn and benefit. With this practical, easy-to-use book, there is no need to sift through pages of narratives in order to identify actionable tactics and strategies that can be applied at the property-level. The book presents one unique and actionable customer satisfaction technique on each page-a useful feature for busy managers.
Enabling the Service Experience. Frontline Employee Recruitment and Selection. Frontline Employee Training. Frontline Employee Feedback and Evaluation. Delivering the Service Experience. The Check-In Experience. The Guestroom Experience. The Public Space Experience. The Food and Beverage Experience. The Check-Out Experience. Managing the Critical Drivers of Service Scores. Service Failure Recovery. Forecasting and Contingency Plans. Perceived Waiting Times. Creating and Maintaining a Service Culture. Frontline Employee Incentives. Signals of Training Transfer. Closing the Loop by Acting Upon Guest Feedback. Conclusions. Index.