tailieunhanh - Hospitality Management Series:the quest for remarkable serviceEd Rehkopf

Smashwords Edition, License Notes This ebook is licensed for your personal enjoyment only. This ebook may not be re-sold or given away to other people. If you would like to share this book with another person, please purchase an additional copy for each recipient. If you’re reading this book and did not purchase it, or it was not purchased for your use only, then please return to and purchase your own copy. Thank you for respecting the hard work of this author. Table of Contents The Challenge The Pyramid of Successful Service The Remarkable Service Infrastructure The Foundation – Service-Based. | Hospitality Management Series the quest for remarkable service Ed Rehkopf Published by Ed Rehkopf at Smashwords Copyright 2012 Ed Rehkopf Smashwords Edition License Notes This ebook is licensed for your personal enjoyment only. This ebook may not be re-sold or given away to other people. If you would like to share this book with another person please purchase an additional copy for each recipient. If you re reading this book and did not purchase it or it was not purchased for your use only then please return to and purchase your own copy. Thank you for respecting the hard work of this author. Table of Contents The Challenge The Pyramid of Successful Service The Remarkable Service Infrastructure The Foundation - Service-Based Leadership 1st Triad Requirements 1. Well-Defined Organizational Values and Continually Reinforced Culture of Service 2. Written Standards Policies and Procedures The Operations Plan 3. Detailed Organization Operating and Training Systems Common Characteristics of 1st Triad Requirements 2nd Triad Requirements 4. Member-Desired Products and Personalized Service 5. Ongoing Operational Planning Execution Benchmarking and Review 6. Continual Product Service and Process Improvement Common Characteristics of 2nd Triad Requirements 3rd Triad Requirements 7. Disciplined Hiring and Screening for Success 8. Skills Knowledge and Empowerment Training 9. Service-Enabling Technologies Common Characteristics of 3rd Triad Requirements 10. Feedback Loops - Listening to What the Members are Saying Implementation of a Remarkable Service Infrastructure Staying with the Plan and Going the Distance Summary Author s Note While The Quest for Remarkable Service was written specifically to address the challenges of the private club industry the concepts contained in it apply just as much to any hospitality operation. With minimal extrapolation of the disciplines discussed the reader will readily understand their application in hotels resorts and food and

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