00487nam a2200133 a 450000500170000000800410001710000200005824500870007826000340016530000240019950000610022365000440028485200250032820190520022329.0070904s19uu    xx            00    eng d10aFord, Robert C.10aManaging the guest experience in hospitality /cRobert C. Ford, Cherill P. Heaton.0 aAlbany, NY :bDelmar,cc2000.  axxiv, 432 p. : ill.  aIncludes glossary, bibliographical references and index.  aHospitality industryxCustomer services  5F&J De Jesus7OLOPSC