Pearson - Providing Quality Service: What Every Hospitality Service Provider Needs to Know

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Providing Quality Service: What Every Hospitality Service Provider Needs to Know
William B. Martin, Ph.D., The Collins School of Hospitality Management, California State Polytechnic University

ISBN-10: 0130967459
ISBN-13: 9780130967459

Publisher: Prentice Hall
Copyright: 2003
Format: Paper; 167 pp
Published: 06/03/2002
Status: Instock

Net price: $46.80 (What's this?)

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Description

For courses in hospitality service.

Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. The text provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their quality service goals.

Features

Comprehensive and practical content.
- Provides students with all the basics of how to deliver quality customer service in the many areas of hospitality.

32 application interaction exercises—From winning with the customer and managing time to body language basics and the difficult guest.
- Enables students to apply their learning to the real world of hospitality.

Quality Service “Hall of Fame” and “Hall of Shame”.
- Provides students with real-life cases which illustrate chapter concepts.

Study guides conclude each chapter—Including key concepts, key terms and study/discussion questions.
- Provides students with a structured review of material.

Self assessment tools.
- Provides students with tests for assessing their knowledge and skill.

Table of Contents

I. CUSTOMER SERVICE FUNDAMENTALS—PROVIDING HOSPITALITY AT ITS BEST.

1. Winning with the Customer.

2. The Nature of Customer Service.

3. The Two Types of Customers.

4. Defining “Quality” in Quality Service.

II. THE SYSTEM SIDE OF SERVICE—PROVIDING THAT PROCEDURAL TOUCH.

5. Timing Is Everything.

6. Getting in the Flow.

7. An-tic-i-pa-tion.

8. Communicate, Communicate, Communicate.

9. Feedback—Food for Success.

10. To Be or Not to Be Accommodating?

III. THE HUMAN SIDE OF SERVICE—PROVIDING THAT PERSONAL TOUCH.

11. The Four Basic Customer Service Needs.

12. It's All about Attitude.

13. Words That Sting—Words That Soothe.

14. The Joy of Surprises—Providing the Unexpected.

15. Lending a Helping Hand.

16. Selling That Sells.

17. The Challenge of Gracious Problem Solving.

18. The Challenge of the Difficult Guest.

IV. SELF-ASSESSMENT—WHAT HAVE YOU LEARNED?

Test Your Knowledge—A True-False Test.

Test Your Skill—The Service Provider Self-Assessment Scale.

Additional Readings.

Index.

True-False Answers.

Courses

Introduction to the Hospitality Industry (Hospitality)
Customer Service (Hospitality)
Introduction to Food and Beverage Service (Culinary Arts)

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In this section:

Backcover Copy

Backcover Copy

Providing Quality Service: What Every Hospitality Service Provider Needs to Know is the definitive resource for all hospitality service providers. In a reader-friendly style and format, it serves as a complete customer service guide for existing or potential service providers in food service, lodging, clubs, theme parks, or travel-related businesses.

Whatever the position, whatever the nature of the operation, if it's hospitality and the position requires interaction with guests in any way, this book outlines a comprehensive, quality customer service action plan for that position that generates success.

Its thirty-two application exercises and numerous examples in every chapter make its contents easily adaptable to the specific needs of any hospitality learning and training environment.

This book covers the full spectrum of quality service as seen through the eyes of the customer. It outlines customers' expectations for procedural as well as personal quality service. It clarifies what quality service is and how to provide it, including:

How to win with the customer
How to exhibit and maintain a positive attitude
How to "WOW" the guest
How to effectively handle customer complaints and difficult guests

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In this section:

Instructor Resources

Downloadable Instructor Resources
Other Instructor Resources

Course & Discipline Resources

For Introduction to Food and Beverage Service
For Introduction to the Hospitality Industry
For the Culinary Arts Discipline

Instructor's Manual with Test Item File
Martin
©2003 | Prentice Hall | Paper; 128 pp | Instock
ISBN-10: 0131104063 | ISBN-13: 9780131104068
More Info

For Introduction to Food and Beverage Service

F&B Module 10: Facility Planning and Building 3 - Food and Beverage Technology
Szende & Oshins
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 013280266X | ISBN-13: 9780132802666
Online purchase price: $5.00More Info

F&B Module 11: Service Procedures - Dining Room Management
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802635 | ISBN-13: 9780132802635
Online purchase price: $5.00More Info

F&B Module 12: Revenue Management 1 - Restaurant Revenue Management Basic Concepts
Szende & Rohlfs
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802619 | ISBN-13: 9780132802611
Online purchase price: $5.00More Info

F&B Module 1: Introduction to the Food Service Industry 1 -The Restaurant Industry
Szende & DePietro
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132802589 | ISBN-13: 9780132802581
Online purchase price: $5.00More Info

F&B Module 20: Hotel F&B Sub-systems 3- Banquet Management
Szende & Gomes
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132803771 | ISBN-13: 9780132803779
Online purchase price: $5.00More Info

F&B Module 21: Hotel F&B Sub-systems 4 - Hotel Co-Branding Agreements
Szende & DePietro
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802864 | ISBN-13: 9780132802864
Online purchase price: $5.00More Info

F&B Module 22: Cruise F&B
Szende & Gibson
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 013281823X | ISBN-13: 9780132818230
Online purchase price: $5.00More Info

F&B Module 23: Casino Hotel F&B
Szende, Klebanow & Koch
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132818167 | ISBN-13: 9780132818162
Online purchase price: $5.00More Info

F&B Module 24: Beverage Management
Szende & Jones
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132818221 | ISBN-13: 9780132818223
Online purchase price: $5.00More Info

F&B Module 25: Food and Alcohol Service & Ethical Issues
Szende & Dzamba
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132818213 | ISBN-13: 9780132818216
Online purchase price: $5.00More Info

F&B Module 26: Applying Sustainability Principals to Restaurants
Szende, Winans & Barber
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132958783 | ISBN-13: 9780132958783
Online purchase price: $5.00More Info

F&B Module 27: On-Site Food Service Management
Szende & Reynolds
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132958791 | ISBN-13: 9780132958790
Online purchase price: $5.00More Info

F&B Module 28: Private Club Foodservices
Szende & Meyers
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132958805 | ISBN-13: 9780132958806
Online purchase price: $5.00More Info

F&B Module 29: Six Sigma in Hotel F&B
Szende & McGuire
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132958821 | ISBN-13: 9780132958820
Online purchase price: $5.00More Info

F&B Module 2: Introduction to the Food Service Industry 2 - The History of Restaurants
Szende & Hudson
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802538 | ISBN-13: 9780132802536
Online purchase price: $5.00More Info

F&B Module 30: Seasonal Operations
Szende & Ruppert
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 013295883X | ISBN-13: 9780132958837
Online purchase price: $5.00More Info

F&B Module 31: Training Design for F&B Operations
Szende & Lynn
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132958848 | ISBN-13: 9780132958844
Online purchase price: $5.00More Info

F&B Module 32: Hotel F&B Profitability Analysis & Cost Management - An Asset Manager's Perspective
Szende, Jaeger & Ruger
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132958856 | ISBN-13: 9780132958851
Online purchase price: $5.00More Info

F&B Module 33: Integrated Marketing Communications and the Restaurant Industry
Szende & Ames
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132958864 | ISBN-13: 9780132958868
Online purchase price: $5.00More Info

F&B Module 34: Restaurant Marketing: Facebook for Business
Szende & Ames
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132958872 | ISBN-13: 9780132958875
Online purchase price: $5.00More Info

F&B Module 35: Restaurant Marketing: Twitter for Business
Szende & Ames
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132958880 | ISBN-13: 9780132958882
Online purchase price: $5.00More Info

F&B Module 36: Restaurant Marketing: Managing Your Online Brand
Szende & Ames
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132958929 | ISBN-13: 9780132958929
Online purchase price: $5.00More Info

F&B Module 37: Special Pricing Situations in Restaurant
Szende & Sherman
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132958945 | ISBN-13: 9780132958943
Online purchase price: $5.00More Info

F&B Module 38: Bar Control Procedures
Szende & Rande
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132958937 | ISBN-13: 9780132958936
Online purchase price: $5.00More Info

F&B Module 39: Food Safety and Sanitation in Food Service
Szende, Neal & Sirsat
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132958953 | ISBN-13: 9780132958950
Online purchase price: $5.00More Info

F&B Module 3: Marketing & Entrepreneurship 1 - Restaurant Concept & Service Experience Design
Szende & Pullman
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802546 | ISBN-13: 9780132802543
Online purchase price: $5.00More Info

F&B Module 40: Multi-Unit Restaurant Management
Szende & DePietro
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958961 | ISBN-13: 9780132958967
Online purchase price: $5.00More Info

F&B Module 42: Restaurant POS Systems
Szende & Neuneker
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958988 | ISBN-13: 9780132958981
Online purchase price: $5.00More Info

F&B Module 43: Restaurants & Stock Market
Szende & Bloom
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132959003 | ISBN-13: 9780132959001
Online purchase price: $5.00More Info

F&B Module 44: Hotel Conference Services
Szende & Minasian
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132959011 | ISBN-13: 9780132959018
Online purchase price: $5.00More Info

F&B Module 45: Bar Design
Szende & Galvin
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 013295902X | ISBN-13: 9780132959025
Online purchase price: $5.00More Info

F&B Module 46: The Food System
Szende & Hudson
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132959038 | ISBN-13: 9780132959032
Online purchase price: $5.00More Info

F&B Module 47: Club F&B
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132959046 | ISBN-13: 9780132959049
Online purchase price: $5.00More Info

F&B Module 48: Throughput Capacity Management 1 (Pipeline)
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132959054 | ISBN-13: 9780132959056
Online purchase price: $5.00More Info

F&B Module 49: Throughput Capacity Management- 2 (Front of House)
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132959062 | ISBN-13: 9780132959063
Online purchase price: $5.00More Info

F&B Module 4: Marketing & Entrepreneurship 2 - Developing a Restaurant Business Plan
Szende & Staub
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132802511 | ISBN-13: 9780132802512
Online purchase price: $5.00More Info

F&B Module 50: Throughput Capacity Management- 3 (Back of House)
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132959089 | ISBN-13: 9780132959087
Online purchase price: $5.00More Info

F&B Module 51: Establishing Labor Standards and Scheduling Basics
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132960605 | ISBN-13: 9780132960601
Online purchase price: $5.00More Info

F&B Module 52: Standardized Food Costs
Szende & O'Fallon
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132986892 | ISBN-13: 9780132986892
Online purchase price: $5.00More Info

F&B Module 53: Culinary Research and Development
Szende & Cheng
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132986906 | ISBN-13: 9780132986908
Online purchase price: $5.00More Info

F&B Module 5: Menu Planning 1- Menu Design
Szende & Yang
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802848 | ISBN-13: 9780132802840
Online purchase price: $5.00More Info

F&B Module 6: Menu Planning 2 - Menu Pricing
Szende & Yang
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802740 | ISBN-13: 9780132802741
Online purchase price: $5.00More Info

F&B Module 7: Menu Planning 3 - Wine & Liquor Pricing
Szende, Yang & Walls
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132802716 | ISBN-13: 9780132802710
Online purchase price: $5.00More Info

F&B Module 8: Facility Planning and Building 1
Szende & Thibert
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802694 | ISBN-13: 9780132802697
Online purchase price: $5.00More Info

F&B Module 9: Facility Planning and Building 2 - Kitchen Design and Organization
Szende & Daugherty
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802686 | ISBN-13: 9780132802680
Online purchase price: $5.00More Info

Instructor's Guide for F&B Module 10: Facility Planning and Building 3 - Food and Beverage Technology
Szende & Oshins
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802651 | ISBN-13: 9780132802659
More Info

Instructor's Guide for F&B Module 11: Service Procedures Dining Room Management
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802627 | ISBN-13: 9780132802628
More Info

Instructor's Guide for F&B Module 12: Revenue Management 1 - Restaurant Revenue Management Basic Concepts
Szende & Rohlfs
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802597 | ISBN-13: 9780132802598
More Info

Instructor's Guide for F&B Module 1: Introduction to the Food Service Industry 1 - The Restaurant Industry
Szende & DePietro
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132802570 | ISBN-13: 9780132802574
More Info

Instructor's Guide for F&B Module 20: Hotel F&B Subsystems 3Banquet Management
Szende & Gomes
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802872 | ISBN-13: 9780132802871
More Info

Instructor's Guide for F&B Module 21: Hotel F&B Sub-systems 4 - Hotel Co-Branding Agreements
Szende & DePietro
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802856 | ISBN-13: 9780132802857
More Info

Instructor's Guide for F&B Module 22: Cruise F&B
Szende & Gibson
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132817519 | ISBN-13: 9780132817516
More Info

Instructor's Guide for F&B Module 23: Casino Hotel F&B
Szende, Klebanow & Koch
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132817500 | ISBN-13: 9780132817509
More Info

Instructor's Guide for F&B Module 24: Beverage Management
Szende & Jones
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132817497 | ISBN-13: 9780132817493
More Info

Instructor's Guide for F&B Module 25: Food and Alcohol Service & Ethical Issues
Szende & Dzamba
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132817438 | ISBN-13: 9780132817431
More Info

Instructor's Guide for F&B Module 26: Applying Sustainability Principals to Restaurants
Szende, Winans & Barber
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132945290 | ISBN-13: 9780132945295
More Info

Instructor's Guide for F&B Module 27: On-Site Food Service Management
Szende & Reynolds
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132945282 | ISBN-13: 9780132945288
More Info

Instructor's Guide for F&B Module 28: Private Club Foodservices
Szende & Meyers
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132957965 | ISBN-13: 9780132957960
More Info

Instructor's Guide for F&B Module 29: Six Sigma in Hotel F&B
Szende & McGuire
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132957957 | ISBN-13: 9780132957953
More Info

Instructor's Guide for F&B Module 2: Intro to the Food Service Industry 2 - The History of Restaurants
Szende & Hudson
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802554 | ISBN-13: 9780132802550
More Info

Instructor's Guide for F&B Module 30: Seasonal Operations
Szende & Ruppert
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132957949 | ISBN-13: 9780132957946
More Info

Instructor's Guide for F&B Module 31: Training Design for F&B Operations
Szende & Lynn
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132957930 | ISBN-13: 9780132957939
More Info

Instructor's Guide for F&B Module 32: Hotel F&B Profitability Analysis & Cost Management
Szende, Jaeger & Ruger
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132957922 | ISBN-13: 9780132957922
More Info

Instructor's Guide for F&B Module 33: Integrated Marketing Communications and the Restaurant Industry
Szende & Ames
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 013294099X | ISBN-13: 9780132940993
More Info

Instructor's Guide for F&B Module 34: Restaurant Marketing: Facebook for Business
Szende & Ames
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132940981 | ISBN-13: 9780132940986
More Info

Instructor's Guide for F&B Module 35: Restaurant Marketing: Twitter for Business
Szende & Ames
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132940965 | ISBN-13: 9780132940962
More Info

Instructor's Guide for F&B Module 36: Restaurant Marketing: Managing Your Online Brand
Szende & Ames
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132959186 | ISBN-13: 9780132959186
More Info

Instructor's Guide for F&B Module 37: Special Pricing Situations in Restaurant
Szende & Sherman
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132959178 | ISBN-13: 9780132959179
More Info

Instructor's Guide for F&B Module 38: Bar Control Procedures
Szende & Rande
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132959151 | ISBN-13: 9780132959155
More Info

Instructor's Guide for F&B Module 39: Food Safety and Sanitation in Food Service
Szende, Neal & Sirsat
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 04/15/2012
ISBN-10: 0132959127 | ISBN-13: 9780132959124
More Info

Instructor's Guide for F&B Module 3: Marketing & Entrepreneurship 1 - Restaurant Concept & Service Experience Design
Szende & Pullman
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 013280252X | ISBN-13: 9780132802529
More Info

Instructor's Guide for F&B Module 40: Multi-Unit Restaurant Management
Szende & DePietro
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958910 | ISBN-13: 9780132958912
More Info

Instructor's Guide for F&B Module 42: Restaurant POS Systems
Szende & Neuneker
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958775 | ISBN-13: 9780132958776
More Info

Instructor's Guide for F&B Module 43: Restaurants & Stock Market
Szende & Bloom
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958767 | ISBN-13: 9780132958769
More Info

Instructor's Guide for F&B Module 44: Hotel Conference Services
Szende & Minasian
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132958759 | ISBN-13: 9780132958752
More Info

Instructor's Guide for F&B Module 45: Bar Design
Galvin & Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132945304 | ISBN-13: 9780132945301
More Info

Instructor's Guide for F&B Module 46: The Food System
Szende & Hudson
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958724 | ISBN-13: 9780132958721
More Info

Instructor's Guide for F&B Module 47: Club F&B
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958708 | ISBN-13: 9780132958707
More Info

Instructor's Guide for F&B Module 48: Throughput Capacity Management 1 (Pipeline)
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958694 | ISBN-13: 9780132958691
More Info

Instructor's Guide for F&B Module 49: Throughput Capacity Management- 2 (Front of House)
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958678 | ISBN-13: 9780132958677
More Info

Instructor's Guide for F&B Module 50: Throughput Capacity Management- 3 (Back of House)
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958651 | ISBN-13: 9780132958653
More Info

Instructor's Guide for F&B Module 5: Menu Planning 1- Menu Design
Szende & Yang
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 013280283X | ISBN-13: 9780132802833
More Info

Instructor's Guide for F&B Module 6: Menu Planning 2 - Menu Pricing
Szende & Yang
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802732 | ISBN-13: 9780132802734
More Info

Instructor's Guide for F&B Module 7: Menu Planning 3 - Wine & Liquor Pricing
Szende, Yang & Walls
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 05/15/2012
ISBN-10: 0132802708 | ISBN-13: 9780132802703
More Info

Instructor's Guide for F&B Module 8: Facility Planning and Building 1
Szende & Thibert
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802600 | ISBN-13: 9780132802604
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Instructor's Guide for F&B Module 9: Facility Planning and Building 2 - Kitchen Design and Organization
Szende & Daugherty
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 03/15/2012
ISBN-10: 0132802678 | ISBN-13: 9780132802673
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Instructors Guide for F&B Module 51: Establishing Labor Standards and Scheduling Basics
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132960591 | ISBN-13: 9780132960595
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Instructors Guide for F&B Module 52: Standardized Food Costs
Szende & O'Fallon
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 013298685X | ISBN-13: 9780132986854
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Instructors Guide for F&B Module 53: Culinary Research and Development
Szende & Cheng
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132986876 | ISBN-13: 9780132986878
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For Introduction to the Hospitality Industry

Instructor's Guide for F&B Module 47: Club F&B
Szende
©2013 | Prentice Hall | On-line Supplement | Estimated Availability : 06/15/2012
ISBN-10: 0132958708 | ISBN-13: 9780132958707
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For the Culinary Arts Discipline

MasterCook 11
Pearson Education
©2011 | Prentice Hall | CD-ROM Only | Instock
ISBN-10: 0132557800 | ISBN-13: 9780132557801
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Pearson Custom Library: Hospitality & Culinary Arts
Pearson Education
©2009 | Prentice Hall | On-line Supplement | Live
ISBN-10: 013510310X | ISBN-13: 9780135103104
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Pearson Custom Library: Hospitality and Culinary Arts

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Providing Quality Service: What Every Hospitality Service Provider Needs to Know

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Providing Quality Service: What Every Hospitality Service Provider Needs to Know

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Providing Quality Service: What Every Hospitality Service Provider Needs to Know

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©2003 | Not Yet Published
Suggested retail price: $68.93
Net price: $51.70 (What's this?)
This package contains:

Providing Quality Service: What Every Hospitality Service Provider Needs to Know

Package ISBN-10: 0138002088 | ISBN-13: 9780138002084
©2008 | Out of Stock
Suggested retail price: $184.20 Buy from myPearsonStore
Net price: $138.15 (What's this?)
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Providing Quality Service: What Every Hospitality Service Provider Needs to Know

Hospitality Manager's Guide to Wines, Beers, and Spirits, 2/E

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