The first book in the world to compile definitive basic standards for hotels. Designed as an easy-reference guide with handy tips and instructions to help every hotelier improve and maintain high standards. This title draws on guest experience, industry knowledge and standards laid down by tourist boards and hotels across the world making it probably one of the most definitive and researched titles on hospitality standards. Covering everything from toilets to teapots, driveways to dining rooms, this book is a must have companion for any hotelier.
This book is designed for anyone who works front of house in a hotel, from porters to managers and beyond and is an indispensable read that covers almost everything you could encounter; from complaint handling and telephone call skills through to dealing with overbooking and room allocations. Comprehensive, yet easy to read and conversational in tone, this book provides a great addition to any in-house training. It contains one of the most comprehensive sections on complaint handling, both in writing and face to face along with guidelines on best practice, sample scenarios and questions to make you think, making this a fantastic read to help you get to grips with the reception and front of house role. This book covers a vast array of matters and is suitable for both floor-level staff and managers
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