Hospitality Management Series: The Quest for Remarkable Service
By Ed Rehkopf
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About this ebook
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.
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.
Read more from Ed Rehkopf
12 Leadership Tips to Improve Your Operations Rating: 4 out of 5 stars4/5Quick Reads: The Librarian's Tale Rating: 0 out of 5 stars0 ratingsQuality and Service In Private Clubs - What Every Manager Needs to Know Rating: 0 out of 5 stars0 ratingsHospitality Management Series: Service-Based Leadership Transforms Your Operation Rating: 0 out of 5 stars0 ratings14 Food and Beverage Tips to Improve Your Operations Rating: 4 out of 5 stars4/5Beyond Oral History - The Importance of a Club Operations Plan Rating: 0 out of 5 stars0 ratingsStaff Development and Disciplinary Guides Rating: 0 out of 5 stars0 ratingsPersonal Productivity and Organization Rating: 0 out of 5 stars0 ratingsComprehensive Club Training - Meeting the Promise of Quality and Service Rating: 0 out of 5 stars0 ratingsBenchmarking Operations - The Key to Understanding and Improving Your Club Rating: 0 out of 5 stars0 ratingsControlling Payroll Cost - Critical Disciplines for Club Profitability Rating: 0 out of 5 stars0 ratingsEmployee Empowerment – Transforming Your Club’s Service Rating: 0 out of 5 stars0 ratingsQuick Reads: Small Comforts Rating: 0 out of 5 stars0 ratingsContinual Process Improvement - An Essential Discipline of Successful Clubs Rating: 0 out of 5 stars0 ratingsReadings In Leadership and Management I Rating: 0 out of 5 stars0 ratingsReadings In Leadership and Management 3 Rating: 0 out of 5 stars0 ratingsQuick Reads: Kindred Spirits Rating: 0 out of 5 stars0 ratingsWhy I Want an A-player for My Club Controller Rating: 0 out of 5 stars0 ratingsReadings In Leadership and Management 4 Rating: 0 out of 5 stars0 ratingsQuick Reads: Pax Profundis and Puttering Rating: 0 out of 5 stars0 ratings14 Finance and Accounting Tips to Improve Your Operations Rating: 0 out of 5 stars0 ratingsPerformance Management - An Essential Discipline of Success Rating: 0 out of 5 stars0 ratingsQuick Reads: Seeing Red Rating: 0 out of 5 stars0 ratingsFive Human Resource Best Practices for Private Clubs Rating: 0 out of 5 stars0 ratingsService Based Leadership - The Foundation of Successful Club Operations Rating: 0 out of 5 stars0 ratingsTools to Beat Budget - A Proven Program for Club Performance Rating: 0 out of 5 stars0 ratingsQuick Reads: The Night Train Rating: 0 out of 5 stars0 ratingsRemarkable Service Infrastructure - An Overarching Plan for Club Excellence Rating: 0 out of 5 stars0 ratingsReadings In Leadership and Management 5 Rating: 0 out of 5 stars0 ratings
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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