ONE MINUTE SERVICE KEYS TO PROVIDING GREAT SERVICE LIKE DISNEY WORLD

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One Minute Service

Author : Bruce Loeffler
ISBN : 1932021167
Genre : Business & Economics
File Size : 76.46 MB
Format : PDF, ePub, Docs
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Offers ideas for creating a customer service culture that provides value, consistent quality, and excellence, using Walt Disney as a model to explain the suggestions.
Category: Business & Economics

The Service Pro

Author : Rick Tate
ISBN : 087425731X
Genre : Business & Economics
File Size : 80.90 MB
Format : PDF, ePub
Download : 341
Read : 196

This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of service.
Category: Business & Economics

Unofficial Guide To Walt Disney World 2019

Author : Bob Sehlinger
ISBN : 9781628090826
Genre : Travel
File Size : 44.37 MB
Format : PDF, Mobi
Download : 610
Read : 961

THE trusted source of information for a successful Walt Disney World vacation Compiled and written by a team of experienced researchers whose work has been cited by such diverse sources as USA Today and Operations Research Forum, The Unofficial Guide to Walt Disney World digs deeper and offers more than any other guide. The Unofficial Guide to Walt Disney World 2019 explains how Walt Disney World works and how to use that knowledge to make every minute and every dollar of your vacation count. With advice that is direct, prescriptive, and detailed, it takes the guesswork out of travel by unambiguously rating and ranking everything from hotels, restaurants, and attractions to rental car companies. With an Unofficial Guide in hand, and authors Bob Sehlinger and Len Testa as guides, find out what’s available in every category, from best to worst, and use step-by-step detailed plans to help make the most of your time at Walt Disney World.
Category: Travel

Managing Quality Service In Hospitality How Organizations Achieve Excellence In The Guest Experience

Author : Robert Ford
ISBN : 9781439060322
Genre : Business & Economics
File Size : 21.48 MB
Format : PDF
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MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept and principles of treating customers as guests and creating a WOW experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service organizations. This text fully 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. The text is written in three sections: strategy, staffing, and systems. Each chapter includes suggested hospitality activities for students in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. Ethics in Business segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and ends with Lessons Learned, review questions, Ethics in Business, activities, and case studies. The included Instructor’s Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Category: Business & Economics

Legendary Service The Key Is To Care

Author : Ken Blanchard
ISBN : 9780071817851
Genre : Business & Economics
File Size : 50.60 MB
Format : PDF
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Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit
Category: Business & Economics

Birnbaum S Walt Disney World 2009

Author : Birnbaum Travel Guides,
ISBN : 1423110463
Genre : Juvenile Nonfiction
File Size : 63.46 MB
Format : PDF, Kindle
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The one-and-only, official, up-to-the-minute insider's guide to America's most popular travel destination is newly updated to include the most accurate information on prices, changes, and new attractions for 2009. It also contains valuable coupons to make planning a family vacation even better. Full color. Consumable.
Category: Juvenile Nonfiction

Birnbaum S Walt Disney World 2008

Author : Birnbaum Travel Guides,
ISBN : 1423103920
Genre : Juvenile Nonfiction
File Size : 49.57 MB
Format : PDF, ePub, Mobi
Download : 635
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Birnbaum's Walt Disney World, the most respected and well-known name in travel guides, takes readers to the world's most popular tourist attraction. Since ours is the only guidebook that's official, this book includes the most accurate information on prices, changes, and new attractions for 2008. Highlights include the scoop on "Magical Beginnings," Walt Disney World's specially tailored, money-saving vacation plan for families with pre-schoolers, and updates on Pleasure Island's new venues, eateries, and shopping opportunities. This new edition also includes info on the Magic Kingdom's Pirate and Princess parties-the park's new special-ticket interactive family adventures, complete with fireworks. We've also got more money-saving tips than ever before! Other updates include all the insider info about stage shows, parades, and nighttime spectaculars, prices and ticket options, customized travel tips for teenagers, international travelers, guests with disabilities, and a comprehensive character meal chart to help guests pick their favorite dining spots.
Category: Juvenile Nonfiction

Birnbaum S Walt Disney World 2007

Author : Birnbaum Travel Guides,
ISBN : 1423100514
Genre : Juvenile Nonfiction
File Size : 79.2 MB
Format : PDF, Docs
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Offers advice on planning a trip to Walt Disney World covering each park with information on attractions, transportation, accommodations, and restaurants.
Category: Juvenile Nonfiction