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2. • About the Book
• Customers today havehigh expectations of products and services. Businesses need a top-notchcustomer
services system in place, and Customer Interaction Excellence inHospitality how to achieve just that.
• In clear, practical language, this book explains how to developand sustain a customer-service focus within a
company. Emphasizing bothstrategic and practical aspects of customer service, the author explains
howgaining customer commitment and motivating employees to deliver excellentservice can ensure
successful results and satisfied customers.
This edition includes material on how online technology hasaffected customer service, illustrated with
examples. With clear diagrams andeach chapter ending with an action checklist, Customer Interaction
Excellencein Hospitality is an up-to-date guide to maintaining quality customer service.
• This much-needed book offers an authoritative introduction tostrategic Customer Interaction Excellence in
Hospitality and presents a wealthof ideas for gaining the competitive edge in the hospitality care arena.
Stepby step the authors show how real companies build and implement effectivestrategies. It includes
marketing approaches through a wide range ofperspectives: With Customer Interaction Excellence in
Hospitality, students andfuture administrators will have a guide to the most successful strategies
andtechniques, presented ready to apply by the most knowledgeable author

3. • About the Author
• Gajanan Shirke, a hotel consultant, has years of extensive experience in the hospitality industry. His
thirst for learning and aspiration to become a multi-faceted expert in the hotel industry helped him
rise from employment to becoming an independent professional in the hospitality sector. Since his
last assignment as General Manager at Kamat Hotels, he has become a renowned hotel consultant
with a proven track record of developing, training and growing some of the best-known hotels,
restaurants and fast-food joints in the Indian market. He was an appointed as an expert consultant for
The Eighth meeting of the Board of Studies for Hotel Management & Catering Technology. He is a
visiting faculty at various Hotel Management Colleges and has trained over a thousand hospitality
professionals. He has completed numerous pre and post opening hotel consultancies in India and
overseas.
• In order to spread his extensive knowledge to aspiring hotel professionals, Gajanan has penned a
large number of books spanning different segments of the hospitality industry. Starting from his first
book ‘Bar Management and Operations’ published in 2010, he has written 23 books including
Hospitality Management, Food and Beverage Management, Hotel Engineering Management, Front
Office Management, Hotel Housekeeping Management, The Cookery Trilogy: Advance Cookery
Theory, The Cookery Trilogy: Foundation of Cookery, The Cookery Trilogy: The Basic Cookery Book,
Hotel Sales and Marketing, Hospitality Industry Accounting & Fundamentals, Customer Interaction
Excellence in Hospitality, History of Indian Cuisine – Volume 1, History of Indian Cuisine – Volume 2,
Hotel Owner’s Manual, Hotel Security & Prevention, Training Manager’s Manual, Exceptional Service
In Hospitality Six Sigma Way, etc.

4. • Books
• Author : Shirke
• Binding: Paperback
• Condition Type: New
• Country Origin: India
• Edition: First
• Gift Wrap: No
• Publication Date: 2015
• Publisher: Shroff Publishers & Distributors Pvt. Ltd