The Service Pro

No amount of mints on the pillow will bring back a guest whose bathroom was dirty or whose television didn’t work.‘ – Roger Dow, Marriott Corporation

This quote taken from The Service Pro highlights the importance of housekeeping in the service delivery process of a hotel. The work of the housekeeping department is key to the satisfaction of the guests and the success of the hotel operation.

The Service Pro is an excellent training tool as the book explains the importance of customer focus. The examples given in the book can be easily used as training material during morning and communication meetings or employee inductions.


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