Hotel Front Office Management, 3rd Edition

KEY WORDS 3314. Young, “Four Seasons,” 22.5. Eric J. Johnson and William G. Layton, “Quality Customer Service, Part II,” RestaurantHospitality (October 1987): 40.6. Ernest R. Cadotte and Normand Turgeon, “Key Factors in Guest Satisfaction,” Cornell HotelRestaurant Administration Quarterly 28, no. 4 (February 1988): 44–51.7. Albrecht and Zemke, Service America!, 33–34.8. Young, “Four Seasons,” 9–10.9. Don Hellriegel and John W. Slochum, Management (New York: Addison-Wesley, 1991), 697.10. Albrecht and Zemke, Service America!, 37–38.11. Nancy J. Allin and Kelly Halpine, “From Clerk and Cashier to Guest Agent,” Florida InternationalUniversity Hospitality Review 6, no. 1 (spring 1988): 42.12. Albrecht and Zemke, Service America!, 27.13. Ibid., 32.14. Ibid., 96–97.15. Ibid., 107–108.16. Young, “Four Seasons,” 14, 35.17. Albrecht and Zemke, Service America!, 114.18. Young, “Four Seasons,” 25–26.19. Albrecht and Zemke, Service America!, 112–113.20. Ibid., 139.21. Ibid., 144.22. Jeanne Datz, “Hilton Hotels Corporation Selects 16 out of More Than 300 U.S. Hilton andHilton Garden Inn Hotels for the 2000 Hilton Pride Customer Satisfaction Awards,” Hilton HotelsCorporation, Beverly Hills, Calif., April 16, 2001.23. Catherine Mattice, “Delta Hotels Receives Canada Awards for Excellence Trophy 2000,”Delta Hotels, Toronto, Ontario, September 26, 2000.Key Wordscycle of serviceempowermentflowchartfrontline employeeshospitalityincentive programmoments of truthservice management programservice strategy statementshift leaderTLFeBOOK