Achieving Excellence in Guest Service

This comprehensive 262 page manual is designed to help service staff wherever guest service is important. Now, a leading textbook in colleges and training establishments, it is a book packed full of ideas and information on every conceivable aspect of guest service from forms of address, decoding airline tickets and folding and packing clothes to fundamentals like serving beverages and making beds.

The many illustrations, tables, glossaries, and the author's helpful and often amusing anecdotes, help make this wealth of information clear and memorable. Training exercises are provided to help both student and trainer.

It is an invaluable resource and will be of great use to hotels and resorts' training departments as well as students and teachers alike.