Managing the guest experience in hospitality /

Ford, Robert C. 1945-

Managing the guest experience in hospitality / Robert C. Ford, Cherrill P. Heaton - Albany : Delmar/Thomson Learning, [2000] - xxiv,432 p. : ill. ; 24cm

Includes bibliographical references and index.

0766814157 9780766814158

99049972


Hospitality industry--Customer services
Hotel & catering trades
Management & management techniques
Hospitality & service industries