PE
RU
DEVELOPMENT OF
GUEST SERVICE IN
HOTELS
By Patrick A. Stenning
When I give talks on superior guest service, I always tell my listeners
that guest service is summarized in a formula, in Peru as well as
anywhere else in the world: constant training + service attitude =
full satisfaction of the guest. I also tell them that this formula is
applied individually to each guest, to each requirement, and to each
situation. Finally, I remind them that guest service is everything in
the hospitality industry: guest service is what you are.
44 ILHA