num_pages: 464
description: 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 vinette 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.
language: English
title: Managing the Guest Experience in Hospitality
titlecomplete: Managing the Guest Experience in Hospitality
ratings_count: 5
publisher: Delmar Cengage Learning