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A must-read for all hospitality managers in every sector of the industry, this text serves as a step-by-step guide to providing quality customer service. This book provides 32 Application Interaction Exercises that takes the reader through every aspect of customer service—from assessing customer expectations, to creating a quality service environment, to maintaining quality service. The entire spectrum of the hospitality industry is discussed, including restaurants, hotels, clubs, theme parks, travel, and tourism. For hospitality managers, restaurant managers, club managers, theme park managers, and travel and tourism managers that want a step-by-step guide to providing quality customer service.
- Sales Rank: #127435 in Books
- Published on: 2001-10-19
- Original language: English
- Number of items: 1
- Dimensions: 9.00" h x .70" w x 7.00" l, .73 pounds
- Binding: Paperback
- 202 pages
From the Back Cover
Quality Service, What Every Hospitality Manager Needs to Know is a genuine hospitality manager's guide to successful customer service. In an easy-to-read style, it tells you everything you need to know about transforming everyday humdrum hospitality into a level of customer service that others will rave about.
This book addresses the needs of the entire spectrum of hospitality including foodservice and lodging operations, clubs, theme parks and the entire travel and tourism industry. It provides a simple step-by-step approach to creating and maintaining a hospitality organization where quality service thrives.
Its thirty-two application exercises and numerous examples in every chapter make its contents easily adaptable to the specific needs of any hospitality organization.
It clearly explains what quality service is and how to provide it, including:
- How to create a supportive quality service culture and leadership climate
- How to weave quality service into your everyday operation
- How to measure and reward quality service successes
- How to maintain continuous quality throughout your organization
Excerpt. © Reprinted by permission. All rights reserved.
This is the third iteration of what was previously entitled Quality Service, The Restaurant Managers' Bible. When the book first came out in 1986, a surprising thing happened. Most of the feedback and calls I received expressing interest in the book did not come from the restaurant sector. They came from hotel and travel companies. Even then, it was evident to readers that what I had to say about quality service and how to manage it was applicable to a wide audience in the hospitality industry.
Well, finally in this new millennium, I have written a more comprehensive and broader application to managing quality customer service. This is a different book from earlier editions. It is not only bigger and better, but it also applies to the entire spectrum of hospitality, including, but certainly not limited to, restaurants, hotels, clubs, theme parks, and the entire travel and tourism industry. I have attempted to include as many examples from the various sectors of the industry as possible.
Delivery of quality customer service remains as important to the success of the hospitality industry as ever. However, that doesn't mean we have been doing a very good job at it. Over the last fifteen years, I have seen some customer service progress in our industry, but it has been slow in coming and spotty in impact. Unfortunately, the fact remains, as an industry, we are doing a very good job delivering a very mediocre customer service product. When it comes to customer service, mediocrity does indeed abound. Of course, there are horror stories that come to light from time to time, and sometimes, albeit far too rarely, hospitality. customers receive a level of service that they can actually rave about. But overall, much customer service progress needs to occur before we can claim, as an industry, that we do in fact deliver a quality customer service product.
Clearly, more people need to read and implement the contents of this book.
Improvement in the day-to-day delivery of hospitality customer service will not come without first committing to the concepts presented in this book and then putting them to actual use. With this in mind, I have constructed a complete set of application interaction exercises that accompany each chapter. The thirty-two exercises are designed to facilitate not only a more thorough knowledge and understanding of the concepts presented irk the chapters, but they also serve as a guide for direct hands-on application in any hospitality setting.
The lasting legacy of customer service in our industry lies in the hands of current and future leaders. For this reason, I have written this book with two audiences in mind: present industry leaders and prospective ones. That is why the book is adaptable for industry use and implementation, as well as for a college-level course in service management. The first three chapters review the fifteen components of customer expectations for hospitality quality service. The framework of these components provides a useful tool for observing, analyzing, and critiquing actual customer service encounters in an ongoing hospitality organization. Chapters 4 through 8 provide a framework by which the management of an entire hospitality organization or a targeted service unit can also be studied and analyzed. Thus, the entire book has been designed to facilitate a comprehensive customer service review of any hospitality operation from a workplace point of view or an academic perspective.
William B. Martin
Pomona, California
March 2001
Excerpt. © Reprinted by permission. All rights reserved.
This is the third iteration of what was previously entitled Quality Service, The Restaurant Managers' Bible. When the book first came out in 1986, a surprising thing happened. Most of the feedback and calls I received expressing interest in the book did not come from the restaurant sector. They came from hotel and travel companies. Even then, it was evident to readers that what I had to say about quality service and how to manage it was applicable to a wide audience in the hospitality industry.
Well, finally in this new millennium, I have written a more comprehensive and broader application to managing quality customer service. This is a different book from earlier editions. It is not only bigger and better, but it also applies to the entire spectrum of hospitality, including, but certainly not limited to, restaurants, hotels, clubs, theme parks, and the entire travel and tourism industry. I have attempted to include as many examples from the various sectors of the industry as possible.
Delivery of quality customer service remains as important to the success of the hospitality industry as ever. However, that doesn't mean we have been doing a very good job at it. Over the last fifteen years, I have seen some customer service progress in our industry, but it has been slow in coming and spotty in impact. Unfortunately, the fact remains, as an industry, we are doing a very good job delivering a very mediocre customer service product. When it comes to customer service, mediocrity does indeed abound. Of course, there are horror stories that come to light from time to time, and sometimes, albeit far too rarely, hospitality. customers receive a level of service that they can actually rave about. But overall, much customer service progress needs to occur before we can claim, as an industry, that we do in fact deliver a quality customer service product.
Clearly, more people need to read and implement the contents of this book.
Improvement in the day-to-day delivery of hospitality customer service will not come without first committing to the concepts presented in this book and then putting them to actual use. With this in mind, I have constructed a complete set of application interaction exercises that accompany each chapter. The thirty-two exercises are designed to facilitate not only a more thorough knowledge and understanding of the concepts presented irk the chapters, but they also serve as a guide for direct hands-on application in any hospitality setting.
The lasting legacy of customer service in our industry lies in the hands of current and future leaders. For this reason, I have written this book with two audiences in mind: present industry leaders and prospective ones. That is why the book is adaptable for industry use and implementation, as well as for a college-level course in service management. The first three chapters review the fifteen components of customer expectations for hospitality quality service. The framework of these components provides a useful tool for observing, analyzing, and critiquing actual customer service encounters in an ongoing hospitality organization. Chapters 4 through 8 provide a framework by which the management of an entire hospitality organization or a targeted service unit can also be studied and analyzed. Thus, the entire book has been designed to facilitate a comprehensive customer service review of any hospitality operation from a workplace point of view or an academic perspective.
William B. Martin
Pomona, California
March 2001
Most helpful customer reviews
2 of 2 people found the following review helpful.
Applying service theory to hospitality operations
By arnaldomj
Once every 30 years or so, a great hospitality writing rises to the surface. About 3 years ago, one such writing was Denney Rutherford's "Hotel Management & Operations - 3rd ed". And now there is William Martin's model addressing quality service in the hospitality industry.
Both independent and chain operations can make practical use of Martin's 32 sets of exercises. If I were in operations, I would casually use some exercises at staff call. I would modify the question or statement as needed to suit my operation. In my current educational environment, I can make just as good use of one example, which is to make the statement: "May I bring you anything else?"
Where is the beauty of using such a simple question? The key is found with the intonation or emphasis applied to the words "I", "you", "anything", or "else".
I teach in an ESL-student environment, with as many as 12-15 countries represented by as many as 25 students. The course I have been teaching for 6 years is the upper-level 3-credit course in Hotel & Resort Management. Speech and "talk" becomes particulary sensitive when I use a different intonation or emphasis in my discussion delivery, when entertaining a guest speaker, or engaging in lively discussions with students. I have to make sure the words are understood, and then I have to ensure that the intonation I am using is delivery the desired message.
When was the last time you "listened" to how your employees interact with guests?
If you didn't "get it", then all the more reason for you to beg, borrow, or buy this book if you find it!
Mario Arnaldo, Ph. D.
Instructor, Travel Industry Management
Hawaii Pacific University
1 of 1 people found the following review helpful.
must have resource
By KGB Burgers
Hi, buy this book and then use it.
This book is excellent.
It's not wordy. It gets to the point and is structured so it's a useful tool in setting up the service systems you need.
We have been open 4 years and based on this I recommend this book.
We're in Taiwan so the book gives info that is applicable to wherever you are.
[...]
Here's our site so you know this a real review
cheers
Ants
0 of 0 people found the following review helpful.
I highly recommend the book for anyone interested in hospitality
By Just James
The end-all be-all of customer service. Covers practical and theoretical concepts. I highly recommend the book for anyone interested in hospitality, retail, or service industries or anyone interested in building a winning culture in their workplace. I think it's technically a textbook (at least it was for a class I took), but it's relatively short and very accessible. I can't recommend it enough (even if it is a bit dated with technology).
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