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Customer Service for Hospitality and Tourism
A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice.In essence it is the ‘whys’ and ‘hows’of customer service.Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature.Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition of this book – like the first and second - is easy to read, very current, and full of references to all the latest research.Chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector – a sector that was impacted more than any other due to the crisis. In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted – and even thrived - during the COVID-19 pandemic.
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What are mini hotel amenities?
Mini hotel amenities are small-sized products and items provided by hotels to enhance the guest experience. These can include travel-sized toiletries such as shampoo, conditioner, and body wash, as well as other items like mini soaps, lotions, and dental kits. Mini hotel amenities are meant to provide convenience for guests and ensure they have everything they need during their stay. Additionally, they can also serve as a way for hotels to showcase their brand and provide a touch of luxury for their guests.
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What is the difference between a hotel business administrator and a hospitality specialist?
A hotel business administrator typically focuses on the overall management and operations of a hotel, including financial planning, marketing strategies, and staff management. On the other hand, a hospitality specialist is more focused on providing exceptional guest experiences, ensuring customer satisfaction, and managing the day-to-day operations of various hospitality establishments such as hotels, restaurants, and resorts. While both roles are essential in the hospitality industry, a hotel business administrator tends to have a more strategic and business-oriented approach, while a hospitality specialist is more hands-on and customer-focused.
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What level of education is required to work in the hospitality industry in a hotel?
The level of education required to work in the hospitality industry in a hotel can vary depending on the specific role. Entry-level positions such as housekeeping or front desk staff may not require formal education beyond a high school diploma or equivalent. However, positions in management or specialized areas like culinary arts or hotel administration may require a bachelor's degree or higher, along with relevant work experience. Additionally, certifications or training programs in hospitality management can also be beneficial for advancing in the industry.
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What is a mini job in hotel service?
A mini job in hotel service is a part-time or temporary position that involves performing various tasks within a hotel, such as cleaning rooms, serving food and beverages, or assisting with guest services. These positions are often entry-level and may not require extensive experience or qualifications. Mini jobs in hotel service are typically flexible and can be a good option for students, retirees, or individuals looking for supplemental income.
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What is the room service at the hotel?
The room service at the hotel allows guests to order food and beverages to be delivered directly to their room. Guests can choose from a menu of options and place their order by calling the room service number. The hotel staff will then deliver the order to the guest's room at the requested time. This convenient service allows guests to enjoy a meal or snack in the comfort and privacy of their own room.
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Is there a laundry service at the hotel?
Yes, there is a laundry service available at the hotel. Guests can request for their clothes to be washed, dried, and ironed by the hotel staff. This service provides convenience for guests who are traveling and need their clothes cleaned during their stay. The hotel staff will ensure that the laundry is taken care of promptly and returned to the guest in a timely manner.
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What is a service staff in a hotel?
A service staff in a hotel is responsible for providing various services to guests to ensure their comfort and satisfaction during their stay. This can include tasks such as cleaning and maintaining guest rooms, assisting with luggage, providing information and assistance to guests, and delivering room service. Service staff also play a key role in creating a positive and welcoming atmosphere for guests, and are often the first point of contact for any guest inquiries or requests. Overall, the service staff are essential in ensuring that guests have a pleasant and enjoyable experience during their time at the hotel.
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What is the difference between a hotel business administrator and a specialist in the hospitality industry?
A hotel business administrator typically focuses on the overall management and operations of a hotel, including financial planning, marketing strategies, and staff management. On the other hand, a specialist in the hospitality industry may have a more specific focus, such as food and beverage management, event planning, or guest services. While both roles require a strong understanding of the hospitality industry, a hotel business administrator tends to have a broader scope of responsibilities compared to a specialist in a specific area of hospitality.
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