分期價:(除不盡餘數於第一期收取) 分期說明
3期0利率 | 每期617 |
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Dedication.
Foreword.
Preface.
Acknowledgments.
Introduction.
Part I: THE HOSPITALITY SERVICE STRATEGY.
1. The Basics of Wow! The Guest Knows Best.
2. Meeting Guest Expectations through Planning.
3. Setting the Scene for the Guest Experience.
4. Developing the Hospitality Culture: Everyone Serves!
Part II: THE HOSPITALITY SERVICE STAFF.
5. Staffing for Service.
6. Training for Service.
7. Serving with a Smile: Motivating Exceptional Service.
8. Involving the Guest: Co-creation of Value.
Part III: THE HOSPITALITY SERVICE DELIVERY SYSTEM.
9. Communicating for Service.
10. Preparing the Service Delivery System.
11. Waiting for Service.
12. Making Sure Your Service Measures Up.
13. Fixing Service Problems.
14. Service Excellence: Leading the Way to Wow!