by
Futura Training (Firm).
Call Number
647.940681 MAN
Publication Date
2008
Format:
Books
Relevance:
71873.5703
by
Video Education Australasia.
Call Number
TR DVD 647 MAN
Publication Date
2011
Summary
"Dissatisfied customers, miscommunication between staff, alcohol affected patrons, personality clashes: conflict is a daily part of working in hospitality. This is why it is so important that we all have finely tuned conflict management skills. This program will equip hospitality workers with the skills and knowledge they need to handle all forms of conflict with openness, honesty and empathy. We find out how to identify potential causes of conflict and act before the situation escalates. We also discover situational techniques to resolve conflict and learn the importance of follow-up such as incident reports and action plans"--Container.
Format:
Other
Publisher's web site http://www.VEA.com.au
Relevance:
1.5953
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3.
by
Lovering, Matthew.
Call Number
TR DVD 647.95068 DAY
Publication Date
2005
Summary
"There are many roles to play in operating a small business successfully. This case study presents an overview of what is involved in running a cafe? such as; a typical day, customers, products, staff, legalities and regulations, operations and location and marketing. It provides a valuable insight into the priorities of a small business owner, operating within the framework of regulations, customer demands and fierce competition."
Format:
Books
Relevance:
1.5913
Call Number
647.940683 MAN
Publication Date
2008
Format:
Books
Relevance:
1.2611
by
Video Education Australasia.
Call Number
DVD 647.94 FIV
Publication Date
2011
Summary
"In this comprehensive examination of what it takes to provide world class service, we visit SkyCity Darwin, a five star international hotel, and discover valuable lessons from the hotel's experienced leadership and management team. In it, we learn how five star service starts at the point of first contact, with open body language, active engagement, and effective handling of complaints. We see how empowering staff with responsibility, and celebrating their achievements leads to service excellence. Finally we go behind the scenes into the kitchen to witness how mastery comes from the passionate pursuit of innovation. This is an engaging look at modern workforce issues, including excellence, diversity and inclusive practices"--Container.
Format:
Other
Relevance:
0.6358
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