50 PROVEN WAYS TO ENHANCE GUEST SERVICE
AUTHOR'S SUMMARY: These are some great ideas from Susan Clarke, Barry Cohen, Howard Cutson, Peter Good, Raymond Goodman, Winston Hall, Jim Laube, Bill Main, Phyllis Ann Marshall, Bill Marvin, Rudy Miick and Banger Smith. Each notion is capsulized in one to three pages so you can quickly pick up an idea and get back to work. This is truly a working book for working people! Here's what the industry is saying about the Hospitality Masters Series of books: "This book fits the way we operate. It is fast-paced and packed with hard-hitting tidbits. In a few minutes,
I can pick up a great idea and get back to work!" "What a great idea! I can't tell you how many management books I have started and never finished. This one
has exactly the sort of information I can really use - concise and to the point. I want copies for all my managers
and assistants." "You can't miss with advice from the best of the best! I like that the book doesn't preach. It credits me
with enough intelligence to be able to adapt these ideas to fit my particular situations. Why didn't somebody do
this sooner?" "This book contains hundreds of practical ideas in an easy-to-read format that can help any operator
increase sales, reduce costs and improve profit margins. It is a useful book for any food professional from
multi-unit director to small kitchen manager." "An invaluable collection of insights and experience from professionals who understand our business . . .
filled with some simple "how to" solutions." "A super-concentrated collection of immensely valuable sales and profit-building ideas. This book will be a
tremendous resource to anyone in the hospitality industry." "This book is the perfect resource for busy food & beverage executives. Every page is loaded with common
sense that I can put in my managers' hands for quick training of important issues. It's like a total Restaurant
University in a book!" "As the owner of a restaurant, I am always searching for ways to improve my sales and profit. [This book] is
a practical and effective tool for my management staff and myself to use for continual growth and
success." "This book is filled with clear, concise advice that can definitely increase the bottom line. I've read
industry books that are twice the length with half the insights of this one." CONTRIBUTING AUTHORS: Susan Clarke Barry Cohen Howard Cutson, FMP Peter Good, FMP Raymond Goodman, PhD Winston C. Hall, FMP Jim Laube, CPA Bill Main Phyllis Ann Marshall, FCSI Bill Marvin, The Restaurant Doctor Rudy Miick, FCSI Banger Smith
50 PROVEN WAYS TO ENHANCE GUEST SERVICE CONTENTS About the Hospitality Masters Series Part 1: EFFECTIVE PHILOSOPHIES 06. The dead man's test - Barry Cohen 11. Give them some love - Barry Cohen 16. There's something about you I like - Winston Hall, FMP Part 2: PRODUCTIVE PRACTICES 26. How are we doing? - Winston Hall, FMP 31. Think "media event" - Phyllis Ann Marshall, FCSI 36. Turning the tables - Bill Marvin, The Restaurant Doctor 41. The art of the greeter - Banger Smith 46. Save your best for last! - Winston Hall, FMP
ABOUT THE HOSPITALITY MASTERS SERIES You may have heard the old exchange: Q: What is the secret of success? Q: Well, where does good judgement come from? Q: OK, but where does experience come from?
Have you noticed that the School of Hard Knocks has a high enrollment? When wrestling with a problem, have you ever wished you could pick the brain of an industry expert who has "been there and done that" instead of just volunteering for yet another "valuable learning experience?" Well, that is precisely the purpose of the Hospitality Masters Series of books. We tapped the leading consultants and speakers in the foodservice and lodging industries for their most successful ideas on a series of topics essential to success in hospitality. Hospitality Masters Press was formed to collect these gems, distilled from years of industry experience with their own (and others') triumphs and tragedies, and present them in bite-sized pieces that even the most harried manager can quickly digest and apply. The consultants, speakers and authors whose ideas are collected here are the best of the best in our business. At any meaningful gathering of industry leaders in North America, one or more of these experts is probably sharing insights in a standing-room only seminar or workshop. When the leading operators in the U.S. and Canada look for professional counsel, these are the names on the "short list." Our contributing authors produce the tapes that encourage and inspire thousands and write the books that become standard industry references. 50 Proven Ways to Enhance Guest Service is the latest in a most valuable and exciting series. We welcome any comments you may have on this book as well as your suggestions for future titles. We believe the books in the Hospitality Masters Series will become must-have additions to the professional library of every foodservice and lodging executive. We think you will agree.  INTRODUCTION We keep hearing that times are tough and, given the reality of competition and the labor market, it is easy to understand why folks might feel that way. However, times are tough only for those operators who are not focused on the number one reason they are in business - to make their guests happy! This seems fairly obvious, at least on an intellectual level, but an appalling number of managers seem to regard making the guest happy as another one of the items on "the list" - along with fixing the ice machine and finding someone to fill Karen's shift this weekend. That is missing the point. The only reason your operation exists is to make sure that the people you serve are excited about the service they receive. If the people walking out your door are not thrilled about their experience, who cares what your check average is? Like it or not, service is the new foodservice battlefield. A recent MasterCard poll suggests that 80% of all restaurant complaints are related to poor service, not inadequate products. Service is a "hot button" - 23% of those surveyed said they would never return to a restaurant with whose service they were dissatisfied. Your guests are less inclined to give your operation a second chance than they were just a decade ago. That is why it is to your advantage to make them feel good about the time and money they spend with you. About this book Each thought in this book has been condensed to its bare essence so some may raise more questions than they answer. If this happens, the contributing authors can provide more clarification . . . but only if you ask! Contact information is included in Appendix A. How to use this book Get copies of this book for all key members of your management team and have pass-around copies for your staff. The cost is minimal and the potential gain is huge. (Helping others to make you more money is a very smart thing to do!) A closing thought
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Trade paperback, 144 pages, 5½"x8½"
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