{"product_id":"hospitality-and-customer-service-excellence","title":"Hospitality and Customer Service Excellence","description":"\u003ch1\u003e\u003cspan style=\"color: #262626;\"\u003eHospitality and Customer Service Excellence\u003c\/span\u003e\u003c\/h1\u003e\n\u003cp\u003e\u003cspan style=\"color: #262626;\"\u003e1. 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.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cspan style=\"color: #262626;\"\u003e\u003cbr\u003e\u003cstrong\u003eAutor:\u003c\/strong\u003e\u003cbr\u003eAnita Keri\u003cspan style=\"color: #b3b3b3;\"\u003e\u003cem\u003e)\u003c\/em\u003e\u003c\/span\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp data-mce-fragment=\"1\"\u003e\u003cspan style=\"color: #262626;\"\u003e\u003cstrong\u003eCaracterísticas técnicas:\u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan style=\"color: #262626;\"\u003eTamaño cerrado 178 x 254 mm\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan style=\"color: #262626;\"\u003e268 páginas interiores\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan style=\"color: #262626;\"\u003eTapa rústica\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan style=\"color: #262626;\"\u003eEncuadernación lomo cuadrado\u003c\/span\u003e\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp data-mce-fragment=\"1\"\u003e\u003cspan style=\"color: #262626;\"\u003e\u003cspan style=\"color: #262626;\"\u003eEn Webook cuidamos el medio ambiente, imprimimos lo justo y este libro lo haremos especialmente para ti \u003cmeta charset=\"utf-8\"\u003e\u003c\/span\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e","brand":"Bibliomanager","offers":[{"title":"Default Title","offer_id":46775509713033,"sku":"001-0000291065","price":154900.0,"currency_code":"CLP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0688\/5703\/6937\/files\/1459438_IMAGEN_TAPA_G_001_bcf6376c-0827-4102-bfbc-bf65fd396fb9.jpg?v=1780447109","url":"https:\/\/webook.cl\/products\/hospitality-and-customer-service-excellence","provider":"WeBook","version":"1.0","type":"link"}