| Foreword |
|
ix | |
| Preface |
|
xi | |
|
|
|
xv | |
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|
xvii | |
|
What business are you in? |
|
|
1 | (23) |
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Bar and pub services management |
|
|
2 | (4) |
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The downside of licensed retail branding! |
|
|
6 | (3) |
|
|
|
9 | (10) |
|
|
|
19 | (2) |
|
|
|
21 | (3) |
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Looking for more than breath on the mirror in recruitment |
|
|
24 | (24) |
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Recruiting and selecting staff for effective service |
|
|
25 | (1) |
|
|
|
25 | (1) |
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The local market for labour |
|
|
26 | (2) |
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The importance of planning ahead |
|
|
28 | (1) |
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Describing the job to be done |
|
|
29 | (1) |
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Describing the ideal recruit |
|
|
30 | (2) |
|
|
|
32 | (6) |
|
|
|
38 | (5) |
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Approaches to recruitment and selection |
|
|
43 | (5) |
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It Takes happy workers to make happy customers |
|
|
48 | (22) |
|
Team leadership and motivation |
|
|
49 | (1) |
|
|
|
50 | (13) |
|
|
|
63 | (2) |
|
|
|
65 | (2) |
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Benefits of working in teams |
|
|
67 | (3) |
|
It's people, people, people |
|
|
70 | (26) |
|
|
|
71 | (1) |
|
|
|
71 | (12) |
|
|
|
83 | (2) |
|
|
|
85 | (2) |
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|
|
87 | (5) |
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Motivating people at work |
|
|
92 | (4) |
|
Now you see them, now you don't |
|
|
96 | (23) |
|
Staff retention and turnover in licensed retailing |
|
|
97 | (1) |
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Causes and types of staff turnover |
|
|
97 | (4) |
|
|
|
101 | (3) |
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|
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104 | (4) |
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Wasted millions: some industry examples |
|
|
108 | (1) |
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Keeping your staff --- it's not rocket science! Everyone can do it! |
|
|
108 | (11) |
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Training improves business performance |
|
|
119 | (18) |
|
Employee training and development |
|
|
120 | (1) |
|
|
|
120 | (7) |
|
|
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127 | (6) |
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133 | (4) |
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Serve hot food hot, and cold drinks cold, and everybody smiles |
|
|
137 | (17) |
|
|
|
138 | (1) |
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Licensed retail service quality |
|
|
138 | (8) |
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Quality management and licensed retail operations |
|
|
146 | (8) |
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Get it hot to the table on time |
|
|
154 | (23) |
|
|
|
155 | (1) |
|
Food operations in licensed retailing |
|
|
155 | (10) |
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Managing key points of control |
|
|
165 | (12) |
|
|
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177 | (21) |
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Financial control in licensed retailing |
|
|
178 | (1) |
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The principles of control |
|
|
178 | (2) |
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Financial targets and business performance |
|
|
180 | (2) |
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Identify and understand cost and sales data |
|
|
182 | (5) |
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Analysing the financial data |
|
|
187 | (5) |
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Analysis of cost--volume--profit data |
|
|
192 | (6) |
|
|
|
198 | (23) |
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Further financial controls to improve business performance |
|
|
199 | (1) |
|
Profit sensitivity analysis |
|
|
199 | (5) |
|
|
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204 | (3) |
|
|
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207 | (6) |
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|
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213 | (8) |
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There's more to it than cutting wages |
|
|
221 | (20) |
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222 | (1) |
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222 | (8) |
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230 | (3) |
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233 | (3) |
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236 | (5) |
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Meeting and exceeding customer expectations |
|
|
241 | (21) |
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Marketing - understanding your market |
|
|
242 | (1) |
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|
243 | (1) |
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244 | (4) |
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248 | (10) |
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|
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258 | (4) |
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|
262 | (23) |
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Marketing - promoting your business |
|
|
263 | (1) |
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Understanding the competitors |
|
|
263 | (1) |
|
Understanding the local community |
|
|
263 | (2) |
|
|
|
265 | (4) |
|
|
|
269 | (16) |
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Improving the chance of reaching your destination |
|
|
285 | (19) |
|
Preparing a unit business plan |
|
|
286 | (1) |
|
|
|
286 | (8) |
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Competitive business strategy |
|
|
294 | (2) |
|
|
|
296 | (1) |
|
|
|
297 | (1) |
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Writing up, presenting and working with your business plan |
|
|
298 | (4) |
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Working with the business plan |
|
|
302 | (2) |
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Seeing the wood for the trees - case study |
|
|
304 | (11) |
|
|
|
305 | (2) |
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307 | (3) |
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|
310 | (5) |
| Index |
|
315 | |
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