HoReCa: Service Textbook. From standards to skill
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The level of service requirements for guests of hotels and restaurants is constantly growing. Along with this, service standards are also increasing.
Galina Anokhina’s book, an expert practitioner in the restaurant and hotel industry with more than 20 years of experience in the best hotels and restaurants-this is a unique textbook on the organization of high-class services, a practical guide to improve the quality of services in the field of hospitality.
It describes in detail and clearly all aspects and nuances of building an extra-free service: hospitality, standards and operating procedures and their phased implementation, rules for resolving conflict situations with guests and working with complaints, features of vip clients, basics of personified service, the basics of personified service, the basics Methods of increasing the loyalty of guests and the effectiveness of employees.
The feature of the book is the availability of specific examples and practical cases on basic service standards
Galina Anokhina’s book, an expert practitioner in the restaurant and hotel industry with more than 20 years of experience in the best hotels and restaurants-this is a unique textbook on the organization of high-class services, a practical guide to improve the quality of services in the field of hospitality.
It describes in detail and clearly all aspects and nuances of building an extra-free service: hospitality, standards and operating procedures and their phased implementation, rules for resolving conflict situations with guests and working with complaints, features of vip clients, basics of personified service, the basics of personified service, the basics Methods of increasing the loyalty of guests and the effectiveness of employees.
The feature of the book is the availability of specific examples and practical cases on basic service standards
Author:
Author:Anokhina Galina Borisovna
Cover:
Cover:Soft
Category:
- Category:Business & Money
- Category:Travel & tourism
Publication language:
Publication Language:Russian
Paper:
Paper:Offset
ISBN:
ISBN:9785604651308
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