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El. knyga: Pocket Guide for Hospitality Managers

, (Stenden University of Applied Science, The Netherlands)
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A concise, practical guide that provides the skills and knowledge for current and future managers across the hospitality industry.

The book provide a concise resource for all emerging hospitality managers, and for academics preparing students for careers within the hospitality industry.With a how to do agenda, the authors offer a practical guide to the skills and knowledge needed by those who will be managing bars, restaurants and hotels in the fast moving hospitality retailing contexts.

Written in a non-academic style, this book will be a valuable resource for students and early career managers working in the hospitality sector.
1 Hospitality services management
9(14)
1.1 Knowing your hospitality business
9(1)
1.2 Hospitality businesses pros & cons
9(3)
1.3 Possible solutions
12(1)
1.4 About services
13(6)
1.5 Working with customers
19(1)
1.6 About hospitality
20(3)
2 Empowering unit management
23(14)
2.1 Empowering employees is more than a name change
23(1)
2.2 Empowerment: cutting through the jargon
24(9)
2.3 Feeling empowered
33(4)
3 Team leadership and motivation
37(20)
3.1 Ensuring the happiness of your employees
37(2)
3.2 What kind of leader are you?
39(10)
3.3 A matter of choice
49(3)
3.4 Working in teams
52(5)
4 Working with people
57(24)
4.1 It is people, people, people
57(1)
4.2 Individual differences
57(12)
4.3 Individuals in groups
69(2)
4.4 Influencing others
71(2)
4.5 Dealing with conflict
73(4)
4.6 Motivating people at work
77(4)
5 Staff turnover and retention
81(16)
5.1 Hidden problem, hidden costs
81(1)
5.2 Causes and types of staff turnover
81(3)
5.3 Counting the cost
84(2)
5.4 Measuring staff turnover
86(3)
5.5 Keeping your staff is not rocket science: Everyone can do it
89(8)
6 Staff recruitment and selection
97(18)
6.1 You cannot train nice
97(1)
6.2 Flexible employees
97(2)
6.3 The local market for labour
99(1)
6.4 The importance of planning ahead
100(1)
6.5 Describing the job to be done
100(1)
6.6 Describing the ideal recruit
101(2)
6.7 Attracting candidates
103(5)
6.8 Making the selection
108(4)
6.9 Approaches to recruitment and selection
112(3)
7 Employee development and training
115(14)
7.1 Learning by trial and error always involves lots of error
115(1)
7.2 The benefits of training
116(5)
7.3 Training your staff
121(4)
7.4 The ABC of training
125(4)
8 Managing service quality
129(12)
8.1 You serve hot food hot, and cold food cold, and everybody smiles
129(1)
8.2 Hospitality retail service quality
130(6)
8.3 Quality management and hospitality retail operations
136(1)
8.4 Total quality unit management
137(4)
9 Time management and activity planning
141(16)
9.1 What sets you apart from others is how you use your time
141(1)
9.2 Time management
142(4)
9.3 Activity planning and management
146(8)
9.4 Reviewing performance
154(3)
10 Control and operating profit management
157(18)
10.1 It is all about keeping sales and costs under control
157(1)
10.2 Understanding costs and sales
157(4)
10.3 Cost-volume-profit relationships
161(3)
10.4 Costs and sales control
164(4)
10.5 The control process
168(7)
11 Food and beverage cost management
175(18)
11.1 To be successful we need to be smart business people
175(1)
11.2 Levels of menu complexity
175(3)
11.3 Purchasing control
178(2)
11.4 Receiving control
180(1)
11.5 Storage and issuing control
181(2)
11.6 Portion control
183(3)
11.7 Quantity control
186(2)
11.8 Monitoring costs
188(1)
11.9 Monitoring sales
189(4)
12 Labour cost management
193(16)
12.1 There is more to it than cutting wages
193(1)
12.2 Elements of labour costs
194(6)
12.3 Measuring staff costs
200(2)
12.4 Adding to staff income
202(2)
12.5 Scheduling employees
204(5)
13 Sales generation and marketing
209(20)
13.1 Meeting and exceeding customer expectations
209(1)
13.2 Marketing services
210(1)
13.3 Customer occasions
211(8)
13.4 Know your customers
219(10)
14 Preparing a unit's business plan
229(16)
14.1 Business plans, like any map, improve the chance of reaching the destination
229(1)
14.2 Describing the business
229(2)
14.3 Description of the products and services
231(1)
14.4 You and your team
232(1)
14.5 Market research
233(3)
14.6 Competitive business strategy
236(2)
14.7 Operations
238(1)
14.8 Forecasting results
239(2)
14.9 Writing up, presenting and working with your business plan
241(4)
About the authors 245(1)
Bibliography 246
Conrad Lashley is Research Fellow at the Academy of International Hospitality Research at the NHL Stenden University of Applied Sciences, Netherlands.

Michael N. Chibili is Senior Lecturer at the NHL Stenden University of Applied Sciences, Netherlands.
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