Restaurant Management or Connecting with Customers

Restaurant Management: Customers, Operations, and Employees

Author: Robert Christe Mill

Identifies the crucial elements involved in the operation of a restaurant, and their interrelationships that are necessary to achieve success. Structured around the three parts of the meal experience—the customers, the operation (consisting of food, beverage and the physical facility) and the employees—the book examines how to effectively manage an existing restaurant operation. This edition continues its strong coverage of marketing, promotions, and employment issues, and captures the essential elements needed to produce satisfied customers and a profitable restaurant operation. Offers fully updated material including: Updated figures and numbers, Longitudinal analysis of recent trends, The latest demographic projections and the implications for managers, Added section on ergonomics and its impact on layout and design and New material on energy conservation and cost savings. Strategies for using the Internet as a promotional tool shows readers how to use technology to run and increase their business. A focus on profitability addresses common reasons restaurants fail. Examines factors to success, such as concept, creativity, menu, pricing, productivity, cost control etc. Restaurant managers. For anyone interested in “the meal experience,” or thinking about becoming a restaurant entrepreneur.

Table of Contents:

	From concept of completion : the shaping of a restaurant
Ch. 1	Introduction	1
Ch. 2	Understanding the customer	29
Ch. 3	Developing a marketing plan	52
Ch. 4	Promoting the operation	79
Ch. 5	Pricing and designing the menu	110
Ch. 6	Delivering high-quality service	145
Ch. 7	The physical facility	175
Ch. 8	Food and beverage : from supplier to customer	212
Ch. 9	Kitchen equipment and interiors : selection, maintenance, and energy management	238
Ch. 10	Sanitation and food safety	267
Ch. 11	Controlling costs	292
Ch. 12	Employee selection	321
Ch. 13	Training and development	358
Ch. 14	Motivating the employee	385
Ch. 15	Restaurant manager 2010	422

Book review: New Light on Depression or Madness

Connecting with Customers: How to Sell, Service, and Market the Travel Product

Author: Marc Mancini

Thinking about a career in travel? Already in the business. but hoping to polish your skills? Connecting with Customers: How to Sell, Service, and Market the Travel Product will show you how to achieve success in all three areas.

Through vivid examples, interactive exercises and entertaining prose, Marc Mancini provides you with practical and powerful strategies to satisfy the travel needs of today's consumers. You'll not only- achieve a deep understanding of what travel shares with other industries, but also how it differs from them in fundamental wars.

Connecting with Customers helps you understand the sales, service. and marketing needs of all .actors of the travel industry. You'll learn how to:

• Apply the six essential steps of travel sales
• Practice the seven secrets of great customer counseling
• Deliver highly-effective sales presentations
• Close the sale consistently and well
• Implement 15 standards of service excellence
• Apply the six major steps of the marketing cycle and create a marketing plan
• Understand how e-commerce leas affected travel marketing and sales
• Serve the needs of niche markets, corporate travelers, groups. and more