TY  - BOOK
AU  - Ford, Robert C
AU  - Sturman, Michael C
AU  - Heaton, Cherrill P
TI  - Managing quality service in hospitality: how organizations achieve excellence in the guest experience
SN  - 9781111307738
AV  - TX911.3.M27  .F671M
PY  - 2012///
CY  - Clifton Park, NY, etc.
PB  - Delmar, Cengage Learning
KW  - Hospitality industry -- Management
KW  - Hospitality industry -- Customer services
KW  - Hospitality industry -- Quality control
N2  - Teaches the concept and principles of treating customers as guests. This title covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others
ER  -