{"product_id":"anita-keri-hospitality-and-customer-service-excellence-9781787153905","title":"Hospitality and Customer Service Excellence","description":"1. Customer Service Fundamentals: Introduce core principles of excellent customer service in the hospitality industry, including effective communication, active listening, and personalized service to enhance guest satisfaction and loyalty.2. Service Quality Standards: Discuss key service quality standards and frameworks, such as SERVQUAL and ISO 9001, that guide the delivery of high-quality hospitality services and ensure consistency in service excellence.3. Guest Experience Management: Explore strategies for managing and enhancing the guest experience, including pre-arrival interactions, on-site service, and post-departure follow-up to create memorable and positive experiences.4. Handling Complaints and Feedback: Address techniques for effectively managing guest complaints and feedback, including resolving issues promptly, empathetically, and professionally, to turn negative experiences into opportunities for improvement.5. Staff Training and Development: Highlight the importance of staff training and development programs in promoting service excellence, including training on customer service skills, cultural sensitivity, and problem-solving techniques.6. Service Recovery Strategies: Explore strategies for effective service recovery, including proactive measures to prevent issues, systematic approaches to addressing service failures, and techniques for rebuilding trust and ensuring guest satisfaction.","brand":"Kruger Brentt Publisher UK. LTD.","offers":[{"title":"Default Title","offer_id":53699311108438,"sku":null,"price":0.0,"currency_code":"EUR","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0925\/5829\/5382\/files\/product_image_9781787153905_1_6dff5405-945a-4c41-8565-2fa03fff60a5.jpg?v=1781755887","url":"https:\/\/www.momoxbooks.com\/products\/anita-keri-hospitality-and-customer-service-excellence-9781787153905","provider":"momoxbooks","version":"1.0","type":"link"}