The Practical Guide to Achieving Customer Satisfaction in Events and Hotels (The Practical Guide to Events and Hotel Management Series) - Tapa dura

Libro 4 de 4: The Practical Guide to Events and Hotel Management Series

Berners, Philip; Martin, Adrian

 
9780367723873: The Practical Guide to Achieving Customer Satisfaction in Events and Hotels (The Practical Guide to Events and Hotel Management Series)
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ISBN 10: 0367723875 ISBN 13: 9780367723873
Editorial: Routledge, 2022

Sinopsis

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels.

Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors' extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question 'Is the customer always right?', how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers.

This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.

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Acerca del autor

Philip Berners leads the BA Honours Events Management programmes at the Edge Hotel School, University of Essex, UK. Philip has organised every genre of event in the UK, Italy, Portugal, and Poland; he has been the head of events at Thorpe Park, the London Hippodrome, and Camden Palace; and he has been the inhouse event manager for corporations including the Daily Mail Group. Philip’s doctorate is in how an events industry takes shape – a study of the UK and Poland. He is a Fellow of the Higher Education Academy and a founding Trustee of the Colchester Museums Development Foundation.

Adrian Martin graduated with a Degree and Masters in Hotel and Catering Management from Manchester University before working for Thistle Hotels in London, Bath, Bristol, and Bedford. He has won two national teaching awards and is currently Vice Principal of the Edge Hotel School at the University of Essex, which he has led to achieve 100% student satisfaction in the National Student Survey. Adrian is researching customer behaviour in restaurants for his PhD.

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Editorial
Routledge
Año de publicación
2022
Idioma
Inglés
ISBN 10 
0367723875
ISBN 13 
9780367723873
Encuadernación
Tapa dura
Número de edición
1
Número de páginas
194
Contacto del fabricante
Taylor and Francis, GPSR Taylor and Francis
gpsr@taylorandfrancis.com

Taylor & Francis Verlag GmbH, Kaufingerstraße 24
München
80331
Alemania

Otras ediciones populares con el mismo título

9780367723859: The Practical Guide to Achieving Customer Satisfaction in Events and Hotels (The Practical Guide to Events and Hotel Management Series)

Edición Destacada

ISBN 10:  0367723859 ISBN 13:  9780367723859
Editorial: Routledge, 2022
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