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Guest Service in the Hospitality Industry By Paul Bagdan

Guest Service in the Hospitality Industry by Paul Bagdan

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Summary

With a general approach incorporating insights from all areas of hospitality, Guest Service in the Hospitality Industry, 2nd Edition explores the intricacies of quality guest service with proven concepts in the industry.

Guest Service in the Hospitality Industry Summary

Guest Service in the Hospitality Industry by Paul Bagdan

The hospitality industry is a service industry that requires a unique blend of procedure, technique, and skill combined with the human element that is key to delivering quality guest service. It is both a science and an art. With a general approach incorporating insights from all areas of hospitality, Guest Service in the Hospitality Industry, 2nd Edition explores the intricacies of quality guest service with proven concepts in the industry.

There is no one simple method to managing those who provide service. Guest Service in the Hospitality Industry, 2nd Edition facilitates various learning styles through a variety of features-service insights, case studies, and real-life examples-as they relate to the industry as it truly is. Applying each primary sector of the hospitality industry to each chapter, this essential guide is organized into three sections that offer a practical overview on how to understand, plan, and deliver quality service:
  • Section I: Introduction and Essentials of Managing Guest Service lays groundwork for the course, covering the meaning, origin, and progression of guest service.
  • Section II: Relating Service to the Sectors of the Hospitality Industry: How Service Relates weaves guest service concepts and methods into each major area of the hospitality industry-food, beverages, lodging, events, tourism, and casinos.
  • Section III: Assessments and Planning brings together other major aspects of instituting and managing guest service-research tools, strategic planning, staff development, and marketing.


Integrating quality service into the identity and individual operations of the overall business is the key to success in the hospitality industry. Guest Service in the Hospitality Industry, 2nd Edition prepares hospitality managers to meet and exceed expectations through quality service that is evident in all of the operations, people, and plans.

About Paul Bagdan

A Johnson and Wales University faculty member since 1999, Paul Bagdan has spent more than 20 years in the hospitality industry working in resorts, hotels and restaurants, including the Omni Sagamore.
Bagdan specializes in technology, service management and learning styles, and teaches courses in strategic management, marketing, human resources and customer service and has taught briefly in France as part of a faculty exchange. He also serves as faculty advisor to the Eta Sigma Delta National Honor Society.
In addition to being a Certified Hospitality Educator (CHE), Bagdan is both a Certified Food Safety Trainer and a Responsible Alcohol Service Trainer for the state of Rhode Island. He is a member of the RI Hospitality Association and the International Council on Hotel, Restaurant and Institutional Education (ICHRIE), serving as Treasurer for the Northeast Federation of ICHRIE.

Table of Contents

  • Preface
  • Acknowledgments
  • Section I Introduction and Essentials of Managing Guest Service
  • Chapter 1 The Basics of Managing Guest Service
  • Chapter 2 Defining Guest Service
  • Chapter 3 Problem-Solving for Guest Service
  • Section II Relating Service to the Sectors of the Hospitality Industry: How Service Relates
  • Chapter 4 The Guest Service of Food
  • Chapter 5 The Guest Service of Beverages
  • Chapter 6 The Guest Service of Lodging
  • Chapter 7 The Guest Service of Events
  • Chapter 8 The Guest Service of Travel and Tourism
  • Chapter 9 The Guest Service of Casinos
  • Section III Assessments and Planning
  • Chapter 10 Strategic Planning for Service
  • Chapter 11 Quality Tools
  • Chapter 12 Systems, Ratings, and Awards
  • Chapter 13 Developing a Staff
  • Chapter 14 Marketing and Establishing an Image for Service
  • Index

Additional information

GOR011055227
9781792400735
179240073X
Guest Service in the Hospitality Industry by Paul Bagdan
Used - Like New
Paperback
Kendall/Hunt Publishing Co ,U.S.
2019-08-20
277
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
The book has been read, but looks new. The book cover has no visible wear, and the dust jacket is included if applicable. No missing or damaged pages, no tears, possible very minimal creasing, no underlining or highlighting of text, and no writing in the margins

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