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ABC'S OF HOSPITALITY MANAGEMENT

ABC's of Hospitality ManagementTrade paperback, 132 pages, 5½"x8½"
Copyright 1998
Published by CST Publications
16.95

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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.)

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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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