Bagdan Guest Service in the Hospitality Industry By Paul Bagdan
Email: Richard@qwconsultancy.com
Instructor’s Manual To Accompany
Guest Service in the Hospitality Industry Paul J. Bagdan, Ph.D., C.H.E.
Copyright © 2013 by John Wiley & Sons, Inc. All rights reserved Published by John Wiley & Sons, Inc., Hoboken, New Jersey Published simultaneously in Canada No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 750-4470, or on the web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008, e-mail: permcoordinator@wiley.com. Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages. For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at (800) 762-2974, outside the United States at (317) 572-3993 or fax (317) 572-4002. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. For more information about Wiley products, visit our website at www.wiley.com. This material may be reproduced for testing or instructional purposes by instructors using the text Guest Service in the Hospitality Industry by Paul J. Bagdan, 978-1-118-07180-9.
TABLE OF CONTENTS Introduction
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Section I: Introduction, History, and Basics of Guest Service Chapter 1 The Basics of Guest Service Chapter 2 Defining Guest Service Chapter 3 Problem Solving for Guest Service
1 16 28
Section II: Relating Service to the Sectors of the Hospitality Industry Chapter 4 The Guest Service of Food Chapter 5 The Guest Service of Beverages Chapter 6 The Guest Service of Lodging Chapter 7 The Guest Service of Events Chapter 8 The Guest Service of Travel and Tourism Chapter 9 The Guest Service of Casinos
46 64 81 95 111 125
Section III: Assessments and Planning Chapter 10 Research and Tools Chapter 11 Strategic Planning for Service Chapter 12 Developing a Staff Chapter 13 Marketing and Establishing an Image for Service
136 152 165 180
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INTRODUCTION TO THE INSTRUCTOR’S MANUAL Thank you for adopting Guest Service in the Hospitality Industry. It is my hope that the content will serve you as well as it has served me. Included in this introduction are a review of the Instructor’s Manual and how its components can best be used. Author’s Intent My intent was to create a text that taught hospitality students about guest service. This is a blend of the classic TQM with the newest guest service material, in an approach that is easy to learn and teach. It also speaks to the entire hospitality industry, appealing to all students within all sectors of the industry. Using the Text Guest Service in the Hospitality Industry is organized so that the chapters build onto each other. It is also possible to work from any chapter independent of the others. If this is the case, however, I would suggest that an underlying basis first be established. Otherwise, some students may find a latter chapter to be overwhelming. Section I: Introduction, History, and Basics of Guest Service • Chapter 1: The Basics of Guest Service • Chapter 2: Defining Guest Service • Chapter 3: Problem Solving for Guest Service Description and Advice: Chapters 1–3 lay groundwork for the course. An overview of the meaning, the origin, and the progression of customer service is covered in Chapters 1 and 2. Chapter 3 leaves the theory and terms to provide the students with directly applicable content. They immediately learn techniques on identifying and resolving guest issues. An emphasis is placed on dealing with difficult customers. Students can directly relate to the situations mentioned in the text. Testing: I would suggest a test/quiz after Chapter 2 or 3. It holds students accountable for the basics and sets a nice pace for the course. Section II: Relating Service to the Sectors of the Hospitality Industry • Chapter 4: The Guest Service of Food • Chapter 5: The Guest Service of Beverages • Chapter 6: The Guest Service of Lodging • Chapter 7: The Guest Service of Events • Chapter 8: The Guest Service of Travel and Tourism • Chapter 9: The Guest Service of Casinos
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