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Hospitality Management Series: The Quest for Remarkable Service
Hospitality Management Series: The Quest for Remarkable Service
Hospitality Management Series: The Quest for Remarkable Service
Ebook48 pages33 minutes

Hospitality Management Series: The Quest for Remarkable Service

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A description of the necessary organizational building blocks for your hospitality operation to consistently deliver high levels of customer service. Though originally written for the private club industry, the concepts contained in this book apply just as much to any hospitality operation - hotels, resorts, and restaurants.

LanguageEnglish
PublisherEd Rehkopf
Release dateMay 13, 2012
ISBN9781476264370
Hospitality Management Series: The Quest for Remarkable Service
Author

Ed Rehkopf

Ed Rehkopf is a retired hospitality veteran. During his long and varied career, he has managed two historic university-owned hotels, managed at a four-star desert resort, directed operations for a regional hotel chain, opened two golf and country clubs, worked in golf course development, and launched an operations resource website for the hospitality industry.

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    Book preview

    Hospitality Management Series - Ed Rehkopf

    Hospitality Management Series:

    the quest for remarkable service

    Ed Rehkopf

    Published by Ed Rehkopf at Smashwords

    Copyright 2012 Ed Rehkopf

    Smashwords Edition, License Notes

    This ebook is licensed for your personal enjoyment only. This ebook may not be re-sold or given away to other people. If you would like to share this book with another person, please purchase an additional copy for each recipient. If you’re reading this book and did not purchase it, or it was not purchased for your use only, then please return to Smashwords.com and purchase your own copy. Thank you for respecting the hard work of this author.

    Table of Contents

    The Challenge

    The Pyramid of Successful Service

    The Remarkable Service Infrastructure

    The Foundation – Service-Based Leadership

    1st Triad Requirements

    1. Well-Defined Organizational Values and Continually Reinforced Culture of Service

    2. Written Standards, Policies, and Procedures (The Operations Plan)

    3. Detailed Organization, Operating, and Training Systems

    Common Characteristics of 1st Triad Requirements

    2nd Triad Requirements

    4. Member-Desired Products and Personalized Service

    5. Ongoing Operational Planning, Execution, Benchmarking, and Review

    6. Continual Product, Service, and Process Improvement

    Common Characteristics of 2nd Triad Requirements

    3rd Triad Requirements

    7. Disciplined Hiring and Screening for Success

    8. Skills, Knowledge, and Empowerment Training

    9. Service-Enabling Technologies

    Common Characteristics of 3rd Triad Requirements

    10. Feedback Loops – Listening to What the Members are Saying

    Implementation of a Remarkable Service Infrastructure

    Staying with the Plan and Going the Distance

    Summary

    Resources

    Author’s Note: While The Quest for Remarkable Service was written specifically to address the challenges of the private club industry, the concepts contained in it apply just as much to any hospitality operation. With minimal extrapolation of the disciplines discussed, the reader will readily understand their application in hotels, resorts, and food and beverage service operations. One merely needs to substitute the words guest, customer, or patron for the club-specific term, member.

    "The soft stuff is always harder than the hard stuff."

    Roger Enrico, Chairman, Pepsico

    "What are we really talking about when we speak of ‘the soft stuff’?

    In short, it’s the people skills – those aptitudes and abilities used to get the best out of our human assets. It encompasses all those things we talk about when discussing leadership – the

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