Achieving excellence in guest service

This comprehensive training manual is 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 book will prove a must for general managers, human resource managers and trainers, and for staff and trainees, in all types of establishments that provide accommodation for guests, from ocean liners and luxury hotels to small motels and bed-and-breakfast operations.