Guest Service in the Hospitality Industry (Book with DVD)

In hospitality, guest services is part of the front desk operation. A typical guest's  rst exposure to guest services is with a clerk at check-in. A primary duty of the manager is to oversee the work of all clerks, while providing hands-on assistance. The  manager schedules sta , trains workers on proper check-in and front desk procedures, and resolves con icts. Excellent guest service is a vital part of marketing for hospitality establishments. It is the ability of an organization to consistently exceed the expectations of its customers. Guest service manager focuses on the client's needs and requirements and ensures that they are being ful lled. He/she implements various strategies that will help in improving the hotel facilities that will eventually lead to an increasing number of customers. A guest services manager oversees all facets of the client experience in a hotel. The manager coordinates the check-in process, resolves issues that guests may have and develops programs for special services.