Customer care, service & hospitality ethics.

Includes bibliographical references and index.

Manage customer service operations in hospitality -- Support of staff towards setting customer service standards in hospitality -- Manage the resolution of customers' queries and complaints in hospitality -- Analyze the effectiveness of customer service in hospitality -- Ethical principles for hospitality managers -- Ethics and front office management -- Ethics and housekeeping management.

"The hospitality industry isn't without competition. There are tens of thousands of hospitality businesses throughout the country and abroad. However, hospitality businesses can differentiate themselves from their competitors by offering exceptional, positive customer service. When a customer has an excellent experience with a business, he or she will remember that business, thereby increasing the chance of future purchases. Marketers want to offer pleasurable experiences to the customers across channels, not only better services. Customer experience incorporates company-customer interaction that includes both functional and emotional clues developed through different touch points. This book brings an understanding of customer experience quality in hotel operations. The new millennium has given way to the growth of knowledge based, seamless global Society, characterized by constant rapid change quite difficult for an average mind to even gauge. In the new millennium it has become imperative for businesses throughout the world to conduct business ethically, in order to survive, grow and thrive. Ethical practices contribute to an organizations productivity by minimizing losses, creating trust with suppliers, establishing customer loyalty and maintaining a successful team of employees. This book has attempted to discuss the various components, the parameters and its effects on business and the customers wholly"-- Back cover.