ABC'S OF HOSPITALITY
MANAGEMENT
Trade paperback, 132 pages, 5½"x8½"
Copyright 1998
Published by CST Publications
16.95
About the Author
Howard Cutson is a nationally known speaker, consultant and
workshop facilitator. He is Principal of Cutson Associates, a
customer satisfaction-oriented consulting firm serving the
hospitality industry. He has spent over 30 years working in all
aspects of this industry -- from bartender to maitre ‘d and
from Assistant Manager to Director of Marketing -- giving him
hands-on knowledge of the daily challenges of his clients.
Howard is a former Vice President of Stouffer Restaurant
Company and faculty member at the University of Akron, teaching
hospitality management and beverage management courses. He
consults in the commercial restaurant/hotel sector as well as
with private clubs, health care and B&I foodservice. Howard
is the author of Hospitality Role-Play Trainer®, a unique
program to improve the effectiveness of daily waitstaff
training.
What others are saying about this book:
"Just what the manager ordered ... gold nuggets of
valuable advice and a quick read."
-- Eleanor Hill, VP of Training, Red Lobster
Corporation
"The AMC's of Hopitality Management should be
satndard-issue eauipment for every new or promoted manager. The
clear principles are a road map to a successful career and a
quality operation."
-- Carl Degan, Executive VP, Missouri
Restaurant Association.
"A very practical management manual that should be part
of every hospitality manager's library. The text is a common
sense reference to issues faced throughout a manager's
career."
-- Rob Heiman
THE ABC's of Hospitality
Management
There are dozens of these kinds of books out
there. I know. I've read or skimmed through most of them.
What's most remarkable about Howard's book is its clarity. You
will find no equivocation here, no mumbo-jumbo, and no
formulaic strategies that render so many management texts
impossible to understand.
This is straightforward advice devoid of theoretical jargon
and presumptions.
This is instruction based on the countless hours Howard has
spent in the hospitality trenches. What he proves here is that
you can work in this marvelous business and learn -- as he has
learned -- to love and respect it; to realize that only a few
careers compare to the rewards and pleasures you can derive
from working in the hospitality industry.
So what's Howard's book about? Well, it's about surviving,
coping, strategizing, learning, dealing, working and hoping.
Ultimately, it's about running your business -- about being
productive, efficient and making a buck or two.
It's about relationships: the communion you establish with
your employees and superiors; with your customers and
suppliers. It's about doing all this and more, just so, at the
end of the day, week, month or year, you can look back and say
to yourself that you put forth your best effort.
You can be delighted that you have energized yourself and
your employees to develop a culture that produces results
everyone is proud to be part of. Is this book for you? You bet
it is.
-- Steve Michaelides, former editor and
associate publisher of Restaurant Hospitality magazine,
(excerpted from his Forward to the book.)
CONTENTS
Forward
Introduction
Attitude
Absenteeisn
Budget
Complaint Handling
Customer
Delegation
Development
Employees
Exit Interview
Feedback
Five Senses
Fund
Goals
Hospitality
Horse Sense
Hot
Inconsistency
Integrity
Interviewing
Job Description
K.I.S.S.
Leadership
Managing Your Boss
Moments of Truth
Nametags
Networking
Orientation
Performance Appraisal
Personal Grooming
Quality
Recipe
Standards
Suggestion Box
Turnover
Unique Selling Proposition
Vendors
Winning Respect
Word of Mouth
Working Conditions
Xceeding Xpectations
"Yes is the Answer"
Zone
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