Name: The Practical Guide to Achieving Customer Satisfaction in Events and Hotels By Philip Berners (Edge Hotel School, University of Essex, UK)
SKU: 9780367723859
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The Practical Guide to Achieving Customer Satisfaction in Events and Hotels Summary

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels by Philip Berners (Edge Hotel School, University of Essex, UK)

* Uniquely focuses on achieving customer satisfaction with the hotel and event industries, giving step-by-step practical guidance.
* Integration of case studies, author voice boxes, and example forms and documents for the standardization of procedures key to achieving customer satisfaction, informed by extensive professional experience of both authors put into the context of existing theoretical frameworks.
* Inclusion of underexplored areas such as employee empowerment, customer delight, over-promising, cultural implications and contractual issues in customer satisfaction.

About Philip Berners (Edge Hotel School, University of Essex, UK)

Philip Berners leads the BA Honours Events Management programmes at the Edge Hotel School, University of Essex, UK. Philip has organised every genre of event in the UK, Italy, Portugal, and Poland; he has been the head of events at Thorpe Park, the London Hippodrome, and Camden Palace; and he has been the inhouse event manager for corporations including the Daily Mail Group. Philip's doctorate is in how an events industry takes shape - a study of the UK and Poland. He is a Fellow of the Higher Education Academy and a founding Trustee of the Colchester Museums Development Foundation.

Adrian Martin graduated with a Degree and Masters in Hotel and Catering Management from Manchester University before working for Thistle Hotels in London, Bath, Bristol, and Bedford. He has won two national teaching awards and is currently Vice Principal of the Edge Hotel School at the University of Essex, which he has led to achieve 100% student satisfaction in the National Student Survey. Adrian is researching customer behaviour in restaurants for his PhD.

Introduction; 1 What Is Customer Satisfaction?; 2 Why Is Customer Satisfaction Important?; 3 Knowing Your Customers; 4 Know Your Promise to the Customer; 5 Contracts; 6 Improving Customer Loyalty; 7 Dealing with Complaints; 8 Empowering Staff to Resolve Customer Service Issues; 9 The Importance of Reflection

Additional information

Sku

GOR012952196

ISBN 13

9780367723859

ISBN 10

0367723859

Title

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels by Philip Berners (Edge Hotel School, University of Essex, UK)

Author

Philip Berners (Edge Hotel School, University of Essex, UK)

Series

The Practical Guide to Events and Hotel Management Series

Condition

Used - Like New

Binding type

Paperback

Publisher

Taylor & Francis Ltd

Year published

2022-07-18

Number of pages

180

Prizes

N/A

Cover note

Book picture is for illustrative purposes only, actual binding, cover or edition may vary.

Note

The book has been read, but looks new. The book cover has no visible wear, and the dust jacket is included if applicable. No missing or damaged pages, no tears, possible very minimal creasing, no underlining or highlighting of text, and no writing in the margins

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels Philip Berners (Edge Hotel School, University of Essex, UK)

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels by Philip Berners (Edge Hotel School, University of Essex, UK)

Summary

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels Summary

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels by Philip Berners (Edge Hotel School, University of Essex, UK)

About Philip Berners (Edge Hotel School, University of Essex, UK)

Table of Contents

Additional information

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