For courses in hotel management and service, this sourcebook covers the job of the concierge. It includes topics such as building relationships, telephone manner, handling irate customers and organizing the concierge department. Emphasis is placed on service and wider responsibilites.Holly Stiel, an educator by training who spent the last sixteen years as a professional concierge, has, in tandem with long-time writer Delta Collins, synthesized and organized her skill and experience into a most intelligent book.
|Author||:||Holly Stiel, Delta Collins|
|Publisher||:||Prentice Hall - 1994|