Guest Service in the Hospitality Industry

The hospitality industry is a service industry that requires a unique blend of procedure, technique, and skill combined with the human element that is key to delivering quality guest service. It is both a science and an art. With a general approach incorporating insights from all areas of hospitality, Guest Service in the Hospitality Industry, 2nd Edition explores the intricacies of quality guest service with proven concepts in the industry.

There is no one simple method to managing those who provide service. Guest Service in the Hospitality Industry, 2nd Edition facilitates various learning styles through a variety of features—service insights, case studies, and real-life examples—as they relate to the industry as it truly is. Applying each primary sector of the hospitality industry to each chapter, this essential guide is organized into three sections that offer a practical overview on how to understand, plan, and deliver quality service:


Section I: Introduction and Essentials of Managing Guest Service lays groundwork for the course, covering the meaning, origin, and progression of guest service.
Section II: Relating Service to the Sectors of the Hospitality Industry: How Service Relates weaves guest service concepts and methods into each major area of the hospitality industry—food, beverages, lodging, events, tourism, and casinos.
Section III: Assessments and Planning brings together other major aspects of instituting and managing guest service—research tools, strategic planning, staff development, and marketing.



Integrating quality service into the identity and individual operations of the overall business is the key to success in the hospitality industry. Guest Service in the Hospitality Industry, 2nd Edition prepares hospitality managers to meet and exceed expectations through quality service that is evident in all of the operations, people, and plans.