Delivering the Guest Experience: Successful Hotel, Lodging and Resort Management

Focuses on the application of sound customer service theory and best industry practices within the context of a hotel, lodging, or resort setting. Exceptional customer experiences and financial returns are interdependent and Delivering the Guest Experience explains this synergistic relationship.

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The delivery of an exceptional customer experience is critical to the long-term success of a hospitality enterprise whether that enterprise is a full-service, luxury resort or a select-service, economy hotel.
Delivering the Guest Experience: Successful Hotel, Lodging & Resort Management is based upon 25 years of personal, hands-on industry experience coupled with extensive academic preparation and study. This title focuses on the application of sound customer service theory and best industry practices within the context of a hotel, lodging, or resort setting. Exceptional customer experiences and financial returns are interdependent and Delivering the Guest Experience explains this synergistic relationship.
Delivering the Guest Experience is divided into five sections:


Hotel Industry Overview
Building Guest and Client Relationships
Delivering the Core Service: The Rooms Division
Delivering Peripheral Services: Food, Beverage, Conference, and Resort Services
Delivering a Return to Hotel Investors

Delivering the Guest Experience covers all aspects of successful lodging and resort management, including:


guest services
housekeeping and laundry management
facilities maintenance
food and beverage operations
meetings and conference support
sales, marketing, and revenue management
human resource management
administrative, loss prevention, and accounting functions
overview of resort, spa, golf, and recreation management
real estate investment, owners relations, and asset management