Chapter 7. Managing Guest Services Flashcards
1
Q
q
A
Americans with Disabilities Act
2
Q
q
A
Controlling Quality
3
Q
q
A
Customer Relations Management
4
Q
q
A
Empowerment
5
Q
q
A
Handling/Managing Complaints
6
Q
q
A
Iceberg Effect
7
Q
q
A
Malcolm Baldrige Award
8
Q
q
A
Moments of Truth
9
Q
q
A
Quality Guarantees
10
Q
q
A
Total Quality Management
