Chapter 1: The Basics of Wow! The Guest Knows Best
Chapter 2: Meeting Guest Expectations through Planning
Chapter 3: Setting the Scene for the Guest Experience
Chapter 4: Developing the Hospitality Culture: Everyone Serves!
Chapter 5: Staffing for Service
Chapter 6: Training and Developing Employees to Serve
Chapter 7: Serving with a Smile: Motivating Exceptional Service
Chapter 8: Involving the Guest: The Co-Creation of Value
Chapter 9: Communicating for Service
Chapter 10: Planning the Service Delivery System
Chapter 11: Waiting for Service
Chapter 12: Measuring and Managing Service Delivery
Chapter 13: Fixing Service Failures
Chapter 14: Service Excellence: Leading the Way to Wow!