Managing the guest experience in hospitality

Ford, Robert C. 1945-

Managing the guest experience in hospitality Robert C. Ford, Cherrill P. Heaton. - Albany, NY : Delmar/Thomson Learning, c2000. - xxiv, 432 p. : ill. ; 24 cm.

Includes bibliographical references and index.

0766814157

99049972


Hospitality industry--Customer services.

TX911.3.C8 / F67 2000

647.94068 FOR