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Hospitality Management Series: The Quest for Remarkable Service

Hospitality Management Series: The Quest for Remarkable Service

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Hospitality Management Series: The Quest for Remarkable Service

48 pages
36 minutes
May 13, 2012


A description of the necessary organizational building blocks for your hospitality operation to consistently deliver high levels of customer service. Though originally written for the private club industry, the concepts contained in this book apply just as much to any hospitality operation - hotels, resorts, and restaurants.

May 13, 2012

About the author

Ed Rehkopf is a retired hospitality veteran. During his long and varied career, he has managed two historic university-owned hotels, managed at a four-star desert resort, directed operations for a regional hotel chain, opened two golf and country clubs, worked in golf course development, and launched an operations resource website for the hospitality industry.

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Hospitality Management Series - Ed Rehkopf

Hospitality Management Series:

the quest for remarkable service

Ed Rehkopf

Published by Ed Rehkopf at Smashwords

Copyright 2012 Ed Rehkopf

Smashwords Edition, License Notes

This ebook is licensed for your personal enjoyment only. This ebook may not be re-sold or given away to other people. If you would like to share this book with another person, please purchase an additional copy for each recipient. If you’re reading this book and did not purchase it, or it was not purchased for your use only, then please return to and purchase your own copy. Thank you for respecting the hard work of this author.

Table of Contents

The Challenge

The Pyramid of Successful Service

The Remarkable Service Infrastructure

The Foundation – Service-Based Leadership

1st Triad Requirements

1. Well-Defined Organizational Values and Continually Reinforced Culture of Service

2. Written Standards, Policies, and Procedures (The Operations Plan)

3. Detailed Organization, Operating, and Training Systems

Common Characteristics of 1st Triad Requirements

2nd Triad Requirements

4. Member-Desired Products and Personalized Service

5. Ongoing Operational Planning, Execution, Benchmarking, and Review

6. Continual Product, Service, and Process Improvement

Common Characteristics of 2nd Triad Requirements

3rd Triad Requirements

7. Disciplined Hiring and Screening for Success

8. Skills, Knowledge, and Empowerment Training

9. Service-Enabling Technologies

Common Characteristics of 3rd Triad Requirements

10. Feedback Loops – Listening to What the Members are Saying

Implementation of a Remarkable Service Infrastructure

Staying with the Plan and Going the Distance



Author’s Note: While The Quest for Remarkable Service was written specifically to address the challenges of the private club industry, the concepts contained in it apply just as much to any hospitality operation. With minimal extrapolation of the disciplines discussed, the reader will readily understand their application in hotels, resorts, and food and beverage service operations. One merely needs to substitute the words guest, customer, or patron for the club-specific term, member.

"The soft stuff is always harder than the hard stuff."

Roger Enrico, Chairman, Pepsico

"What are we really talking about when we speak of ‘the soft stuff’?

In short, it’s the people skills – those aptitudes and abilities used to get the best out of our human assets. It encompasses all those things we talk about when discussing leadership – the

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