Hotel Online Special Report
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New F&B Textbook Teaches Managers to Delight Guests,  Create Service-Driven Organization
 
EAST LANSING, Mich., September 1998� How does a food and beverage operation manage to transcend expectations and actually delight an increasingly sophisticated and demanding dining population?  The new second edition of Managing Service in Food and Beverage Operations, published by the Educational Institute of the American Hotel & Motel Association, has the answer. 

Authors Ronald F. Cichy, Ph.D., CHA, CHBE, and Paul E. Wise, CHA, show food and beverage professionals outline proven and innovative ways to deliver guest-driven service; enhance value, build guest loyalty, and promote repeat business at food and beverage establishments. Evaluation techniques are included along with methods for continually improving the process of exceeding guest expectations.

The book includes three completely new chapters as well as new and updated information and exhibits throughout.  Case studies developed by industry experts illustrate on-the-job challenges faced by food and beverage professionals and provide a basis for employee training.  Also new are Internet sites listed at the end of each chapter, which link readers to the latest information in the field.  In-depth job descriptions and task breakdowns for all of the major food and beverage service positions help managers define labor standards in terms of guest service. 

Managing Service in Food and Beverage Operations is divided in two parts. Part One constructs a framework for providing quality service to guests and explores every aspect of food service operations from a guest-service perspective. This section includes discussions of menu planning and design; dining service styles and procedures; beverage service procedures; facility design; sanitation, safety, health, and legal issues; labor control; and revenue control.  Part Two of the book explores various categories of food and beverage operations, including casual/theme restaurants, banquets and catered events, room service, and on site operations.  Each category explores marketing perspectives based on value, service delivery, and evaluation techniques. 

Detailed chapter outlines for Managing Service in Food and Beverage Operations are available in the academic area of EI�s web site�www.ei-ahma.org.  There, readers can also download PowerPoint presentations for use as a training tool, and can find links to many hospitality industry web sites that relate to material in the book�s chapters. 

Established in 1953 as a nonprofit educational foundation of AH&MA, the Educational Institute is the world�s largest hospitality communication resource center, providing quality training and educational materials for the hospitality industry. 
 

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Contact:
Elizabeth Johnson, 
Communications Coordinator
517-372-8800, ext. 507 
[email protected]
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Also See:
Anthony Marshall Named President and CEO of Educational Institute of AH&MA / July 1998 
Invest In Your Staff for Big Dividends / Education Institute of AH&MA / July 1998 
Hospitality Industry Training Tools Available from Educational Institute of AH&MA / Oct. 1997 

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