You could get out a piece of paper, find a pencil, and write down this call
number so that you can find it in the stacks. Or you could text it to your phone! The text message will contain the location, call number, and title
of the item on this page.
Be careful if you don't have a text messaging
plan - carrier charges may apply.
The basics of wow! The guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow!