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World-Class Service, W. Gerald Glover, Germaine W. Shames

Hospitality Review

In the discussion - World-Class Service - by W. Gerald Glover, Associate Professor, Restaurant, Hotel and Resort Management at Appalachian State University and Germaine W. Shames, Hilton International, New York, Glover and Shames initially state: “Providing world-class service to today's traveler may be the key for hospitality managers in the current competitive market. Although an ideal, this type of service provides a mandate for culturally aware managers. The authors provide insight into several areas of cultures in collision.”

Up to the time this essay is written, the authors point to a less-than-ideal level of service as being the standard in …