Berners, Philip Primary Author Martin, Adrian Primary Author mixed material bibliography New York Routledge 2023 monographic en English

Text

179 p. ; 23 cm. The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels. Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors’ extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question ‘Is the customer always right?’, how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers. This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries. HOSPITALITY Customer services Hotel management Tourism Event management MANAGEMENT 647.940689780367723859 MNP Library Excellent Career Begins with Excellent Education 647.94068 Ber t BEL/26/0041 MNP Library Gading Serpong 647.94068 Ber t BEL/26/0042 MNP Library Gading Serpong 647.94068 Ber t Events_Hotels.jpeg 23529 2026-08-05 10:41:43 2026-08-06 12:48:01 machine generated