Summary
How to match quality service with increased profitability--a systematic and detailed guide for hotel and restaurant owners, operators, managers, and trainers.
Are you looking for a way to make your food and beverage operation really stand out? One sure way is to improve your service program so that it not only satisfies your customers but increases your operation's profits. This book provides a detailed guide that foodservice professionals can easily follow to discover the hidden potential in every service program.
Foodservice owners and managers will learn how to chart an effective path to high-quality service and what steps they need to take to get there. This approach is one that has been used in dozens of hotels and restaurants nationwide with continued success. With these detailed blueprints in hand, the reader will be well equipped to develop quality service for operations ranging from quick-food establishments to full-service restaurants.
The author thoroughly covers the basic level of service for each type of foodservice operation and then highlights areas where specific techniques can boost overall quality. One important area--identifying and meeting customer needs and expectations--is made less confusing with the help of marketing exercises. Applying this knowledge to real-world situations is seamless with the aid of the worksheets provided. Dozens of photographs throughout vividly illustrate quality foodservice in action in hotels and restaurants throughout the country.
NANCY LOMAN SCANLON has over 25 years of experience in the hospitality industry working with Hilton Hotels Corporation in food and beverage management positions, as director of food and beverage services for Interstate Hotels, and as a training consultant to companies such as Marriott, Sheraton, Radisson, and Holiday Inns. She has been associated with hospitality management programs at Johnson & Wales University and the University of Delaware, and currently consults with hospitality companies and conducts seminars internationally. Winner of the 1990 Pacesetter Award of the Roundtable for Women in Foodservice, she is the author of Catering Menu Management (Wiley), Marketing by Menu, and Restaurant Management.
