Customer Care and Service in Tourism and Hospitality

It has been noted that it is against this backdrop and context that we, as professionals of tourism, need to start our understanding of customer care and quality service. Delivering quality customer services cannot be developed overnight. It needs appropriate skills to get the customer satisfaction happen. This book is structured into six main chapters. The firs chapter is framed to address issues such as the importance of customer service and the basic categories of guests' expectations. Under chapter two, issues like the different PRs in the area for service employee responsibilities, responsibilities of service employees to customer, company, co-workers, and themselves and how quality service should be designed to meet and exceed customers' expectations are clearly uncovered. Chapter three deals with the delivery service system of tourism sectors and the common problems in each sector in the field of customer service. While chapter four speaks about improving the tourism and hospitality services; the 5th chapter focuses on guest service standards; and last but not least, the customer satisfaction research is explained in chapter six.

Autorentext

Dr Teshale Birhanu est diplômé d'études de gestion et titulaire d'un doctorat en finance. Il a été boursier de la Coopération autrichienne au développement et de l'Institut du tourisme et de la gestion hôtelière en Autriche en 2006-2007.