TY  - BOOK
AU  - Ford,Robert C.
AU  - Heaton,Cherrill P.
TI  - Managing the guest experience in hospitality
SN  - 0766814157
U1  - 338.479 1 
PY  - 2000///
CY  - Albany, NY
PB  - Delmar/Thomson Learning
KW  - Hospitality- Guest
ER  -