Hospitality and tourism managementSustainable approach of fishing tourism in Kenyir Lake M.A. Alias, N.A. Ahmad, M.A. Ahmad & F.H. Muhammad SafriAn overview of Yield Management practices among the front office employees in five-star hotels D.A.A. Mohd Asri & N. SumarjanWork motivation and job satisfaction of middle level management at five-star hotels in Kuala Lumpur M.F. NurDalila, S.M. Radzi & Z. OthmanCorporate Social Responsibility (CSR) activities, brand image and hotel guest retention N.Z. Othman & M.A. Hemdi

This book presents latest research on the evolution of consumer services, as these services continue to become a larger part of the economy in the world. Four core focal points lead the central message of the book: first, the?convergence of back and front offices; second, placing the client as a fundamental input of services production and delivery process, and ''industrializing''?the?customers''?role?to?combine?efficiency?and experience; third, the constitution and role of inputs necessary for the configuration, production and delivery of the service,?with the crucial role?of ''operationalizi

The only complete, in-depth guide to contemporary on-premise catering principles and practices On-premise catering is an essential part of the fast-growing catering and events industry, and this is the only guide that covers all the essential skills and knowledge a professional needs to succeed in the field. Written by three top catering experts and educators, On-Premise Catering is the definitive guide to catering in hotels, banquet halls, wedding facilities, conference centers, private clubs, and other venues. This new Second Edition has been thoroughly updated and revised to cover modern technological trends in the industry, including online marketing, social media, and digital proposals, as well as modern décor, effective menu writing, catering in stadiums and casinos, and more.Fully updated to keep pace with current industry trends and practicesCovers all aspects of on-premise catering, from food and beverage service, room setup, and décor, to staffing, marketing, and financial controlsIdeal for caterers, event professionals, chefs working in on-premise facilities, and students in culinary, hospitality, and foodservice management programs On-premise catering requires a broad range of knowledge, from accounting and marketing basics to event coordination and management skills, and this book provides all the information students and professionals need to succeed in this exciting and dynamic field.

Why customer retention is the new acquisition If there's anything the recession of 2009 taught us, it was theimportance of investing in our customers, but when was this anydifferent? So says Joseph Jaffe, bestselling author of LifeAfter the 30-Second Spot and Join the Conversation, anda leading expert and thought leader on new media and social media.In most businesses, it costs roughly five-to-ten times more toacquire a new customer than it does to retain an existing one, andyet companies continue to disproportionately spend their budgetsinto the "wrong" end of the funnel - the mass media orawareness side. What we haven't paid enough attention to is the "right" end ofthe funnel-the word-of-mouth component that essentially acts as amultiplier for future business. The economic impact of an active,engaged and loyal customer is tremendous. And the same is true of the opposite scenario, namely the impactof angry customers and negative word-of-mouth or referrals. It isthis thinking that Jaffe has channeled to challenge marketers to"flip the funnel" once and for all. With a renewed focus and energyon customer experience, it is possible to grow your sales, whiledecreasing your budget - in other words, getting more fromless. Engaging a few customers to spread the word to many. Using this new "flipped funnel" model, together with a set ofnew rules of customer service and a revolutionary customer referraland activation process, you'll learn how to transform your existingcustomers into your best salespeople. In addition, Jaffe willexplain how to best introduce and combine both digital and socialmedia tools to boost your loyalty arsenal, deploy "influencermarketing" and implement word-of-mouth strategies that inspire yourloyal, opinionated, and most vocal customers to become credible,persuasive, and influential endorsers of your products andservices. Explains how to cut your marketing budget AND grow sales!Illustrates practical ways to use existing customers to reachout to new prospectsOutlines the authentic role of social mediaDemonstrates key ideas with rich, real life examples includingComcast, Apple, The Obama Campaign, Dell, Panasonic, AmericanAirlines, Delta Airlines, Johnson & Johnson, Coca-Cola andmany, many moreWritten by one of the most sought-after consultants, keynotespeakers, and thought-leaders on new marketing change andinnovation; renowned blogger and podcaster at Jaffe Juice(www.jaffejuice.com) and host/presenter of web video show,JaffeJuiceTV (www.jaffejuice.tv) Visit www.flipthefunnelnow.com to join the conversation.

Prepare future hotel general managers to efficiently supervise and run a midsize full-service hotel. Hotel Operations Management provides an up-to-date and comprehensive examination of all aspects of hotel administration from the viewpoint of the hotel general manager.

The multiple award-winning Restaurant Manager's Handbook is the best-selling book on running a successful food service operation. Now in the 4th completely revised edition, nine new chapters detail restaurant layout, new equipment, principles for creating a safer work environment, and new effective techniques to interview, hire, train, and manage employees. We provide a new chapter on tips and IRS regulations as well as guidance for improved management, new methods to increase your bottom line by expanding the restaurant to include on- and off-premise catering operations. We've added new chapters offering food nutrition guidelines and proper employee training. The Fourth Edition of the Restaurant Manager's Handbook is an invaluable asset to any existing restaurant owner or manager as well as anyone considering a career in restaurant management or ownership. All existing chapters have new and updated information. This includes extensive material on how to prepare a restaurant for a potential sale. There is even a section on franchising. You will find many additional tips to help restaurant owners and managers learn to handle labor and operational expenses, rework menus, earn more from better bar management, and introduce up-scale wines and specialties for profit. You will discover an expanded section on restaurant marketing and promotion plus revised accounting and budgeting tips. This new edition includes photos and information from leading food service manufacturers to enhance the text. Anyone in the food service industry will rely on this book in everyday operations. Its 28 chapters cover the entire process of a restaurant start-up and ongoing management in an easy-to-understand way, pointing out methods to increase your chances of success and showing how to avoid the many mistakes arising from being uninformed and inexperienced that can doom a restaurateur's start-up. You will have at your fingertips profitable menu planning, sample restaurant floor plans and diagrams, successful kitchen management, equipment layout and planning, food safety, Hazardous and Critical Control Point (HACCP) information, and successful beverage management. Learn how to set up computer systems to save time and money and get brand new IRS tip-reporting requirements, accounting and bookkeeping procedures, auditing, successful budgeting and profit planning development. You will be able to generate high profile public relations and publicity, initiate low cost internal marketing ideas, and low- and no-cost ways to satisfy customers and build sales. The companion CD-ROM is not available for download with this electronic version of the book but it may be obtained separately by contacting Atlantic Publishing Group at sales@atlantic-pub.com. Atlantic Publishing is a small, independent publishing company based in Ocala, Florida. Founded over twenty years ago in the company president's garage, Atlantic Publishing has grown to become a renowned resource for non-fiction books. Today, over 450 titles are in print covering subjects such as small business, healthy living, management, finance, careers, and real estate. Atlantic Publishing prides itself on producing award winning, high-quality manuals that give readers up-to-date, pertinent information, real-world examples, and case studies with expert advice. Every book has resources, contact information, and web sites of the products or companies discussed. This Atlantic Publishing eBook was professionally written, edited, fact checked, proofed and designed. The print version of this book is 1000 pages and you receive exactly the same content. Over the years our books have won dozens of book awards for content, cover design and interior design including the prestigious Benjamin Franklin award for excellence in publishing. We are proud of the high quality of our books and hope you will enjoy this eBook version.