Hotel Services and Management

Author: Zheng Xiangmin
Publisher:
Publish Date: 2004-02-01
Features: This book applies new service management theories and combines practical experiences in service management operations from the hotel industry both domestically and internationally. It provides in-depth discussions on the connotations, types, awareness, service skills, and planning and organizational management concepts involved in hotel service and management. It comprehensively elaborates on the main service procedures and management behaviors of specific positions, such as front desk, housekeeping, food and beverage, leisure and recreation, business, and marketing. It explores the comprehensive strategic management of the hotel industry, interactive service quality management, as well as dynamic evaluation and measurement methods for quality work. It also conducts a detailed analysis of service complaint handling and offers a systematic analysis and exploration of the new concept of hotel service marketing. This book can serve as a textbook for hotel management programs in higher vocational education within the tourism field and is also suitable for hotel industry management personnel.