A Hotel Manager's Handbook: 189 Techniques for Achieving Exceptional Guest Satisfaction

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Vincent P. Magnini (Virginia Polytechnic Institute and State University, Blacksburg, USA) Carol J. Simon

A Hotel Manager's Handbook

189 Techniques for Achieving Exceptional Guest Satisfaction

Vincent P. Magnini (Virginia Polytechnic Institute and State University, Blacksburg, USA), Carol J. Simon

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English

Apple Academic Press Inc.
15 December 2015

Customer services; Hospitality industry; Hotel & catering trades

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.

By: Vincent P. Magnini (Virginia Polytechnic Institute and State University Blacksburg USA), Carol J. Simon
Imprint: Apple Academic Press Inc.
Country of Publication: Canada
Dimensions: Height: 229mm, Width: 152mm, Spine: 15mm
Weight: 362g
ISBN: 9781771883481
ISBN 10: 1771883480
Pages: 256
Publication Date: 15 December 2015
Audience: Professional and scholarly , College/higher education , Undergraduate , Primary
Format: Paperback
Publisher's Status: Active

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.

Vincent P. Magnini, Carol J. Simon

Reviews for A Hotel Manager's Handbook: 189 Techniques for Achieving Exceptional Guest Satisfaction

This is a handy book that deserves a spot on any hotel manager's bookshelf. It is loaded with practical and clever recommendations that, if implemented, will result, simply and clearly, in better run hotels. Experienced and new managers alike will find the book's well-organized and clearly explained recommendations provide a must-do list of strategies, tactics, and training tools that will prove tremendously valuable as they seek to improve their property's operations and profitability. I highly recommend the handbook and commend the authors on producing a management book that is so highly readable and action-oriented. -Stephen W. Litvin, Professor, Hospitality & Tourism Management, College of Charleston, South Carolina