- xx, 578 pages : colour illustrations, charts ; 26 cm.
- Additional Authors
- White, Lauren,
- Contents: PART 1. SUPERVISORY -- 1. Source and use information on the hospitality industry -- 2. Enhance customer service experiences -- 3. Monitor work operations -- 4. Implement and monitor work health safety -- 5. Manage finances within a budget -- 6. Lead and manage people -- PART 2. MANAGERIAL -- 7. Develop and manage quality customer service -- 8. Manage operational plan -- 9. Prepare and monitor budgets -- 10. Research and comply with regulatory requirements -- 11. Establish and conduct business relationships -- 12. Roster staff -- 13. Manage diversity in the workplace -- 14. Manage conflict and crisis -- PART 3. STRATEGIC MANAGEMENT -- 15. Develop and implement a business plan -- 16. Develop and implement marketing strategies -- 17. Manage finances -- 18. Manage physical assets -- 19. Recruit, select and induct staff -- 20. Monitor staff performance -- 21. Establish and maintain a work health safety systemIncludes bibliographical references and index.Previous edition was published by Pearson, 2008.Summary: Structured in three parts, this text covers the knowledge and skills required of frontline supervisors, managerial topics, and business strategy content. The 'Industry viewpoint' at the start of each chapter introduces students to current issues and themes in the hospitality industry, and numerous pedagogical features, examples and illustrations have been included throughout the text to help students engage with the material and extend their understanding. Each chapter includes activities for discussion and debate, with assessment activities requiring the understanding, application and analysis of case studies. Each section concludes with an integrated case study and weblinks to useful industry resources.