Abstract
The delivery of an exceptional customer experience is critical to the long-term success of a hospitality enterprise―whether that enterprise is a full-service, luxury resort or a select-service, economy hotel. Delivering the Guest Experience: Successful Hotel, Lodging & Resort Management is based upon 25 years of personal, hands-on industry experience coupled with extensive academic preparation and study. This title focuses on the application of sound customer service theory and best industry practices within the context of a hotel, lodging, or resort setting. Exceptional customer experiences and financial returns are interdependent and Delivering the Guest Experience explains this synergistic relationship.