Quality Service: What Every Hospitality Manager Needs to Know Review

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(More customer reviews)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

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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.

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Effective Public Relations (9th Edition) Review

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(More customer reviews)Now in its eighth edition, Effective Public Relations is very near to its 50th year as possibly the most highly influential text in the field of public relations. Widely recognized and enjoyed by Intro. to PR students all over the country, EPR is the reader's tour throughout the world of PR, including its history, practices, careers, ethics, and countless other components of the field. Public relations continues to struggle to establish its true identity as a necessary and inherently ethical field of practice. The eighth edition of ERP is yet another celebratory tribute to a dynamic field that has had a tremendous effect on humankind for as long as human history can be traced. Effective Public Relations should not only be a prerequisite to further study in the field, but should be required reading for anyone who has the slightest curiosity as to what public relations, in its most true and dynamic sense, really is.

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Effective Public Relations presents a comprehensive summary of public relations concepts, theory, principles, history, management, and practices. This "bible" of the public relations field continues in its role as the single most authoritative and complete reference for public relations professionals. Still the most comprehensive and authoritative introductory book, continuing its long-standing tradition as the most-cited reference book. Often referred to as the "bible of public relations," the new edition covers the many aspects of public relations theory and practice in a variety of settings. This text also serves as the basic reference for accreditation programs worldwide. Updates examples, sources, and references to provide readers with contemporary cases, contexts, and perspectives that illustrate major concepts and issues essential to understanding the field. The new edition offers an up-to-date synthesis and interpretation of the scholarly and professional literature. Expands discussions of how the public relations field relates to marketing, integrated marketing communication (IMC), and related management functions, clarifying the unique and essential role of the public relations management function in organizations. An excellent, essential desk reference for those in the practice.

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Customer Service: A Practical Approach (5th Edition) Review

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(More customer reviews)i may sound a bit biased since she was my professor in college, but i thought this was one of the best textbooks that i have ever had! i am not going to sell it back 'cause i know it will come in handy in the future. i liked the fact that i wasn't being told that the "customer is always right" the entire book. instead i learned how to deal with the most difficult of customers! i have reccomended it to my boss and she will use it in training of new employees!

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The market-leader, Customer Service: A Practical Approach,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

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