Book Description
This training handbook was designed for use by all food service serving staff members. The guide covers every aspect of restaurant customer service for the positions of host, waiter or waitress, head waiter, captain, and bus person. The detailed performance of each position is described for different types of establishments, and all types of service including French, American, English, Russian, Family-Style and Banquet. It provides step-by-step instructions on:
• hosting
• seating guests
• taking/filling orders
• loading/unloading trays
• table side service
• setting an elegant table
• folding napkins
• centerpieces
• promoting specials
• promoting side orders
• handling problems
• difficult customers
• managing tips and taxes
• getting customers to order quickly
• handling questions
• handling the check and money
Plus, learn advanced serving techniques such as flambé and carving meats, fish, and fruits. It also features a chapter devoted exclusively to food safety and sanitation. Whether it's your first day on the job or you are a twenty year veteran you are bound to learn alot. Food service managers will find this book to be an excellent foundation for your organizations training program.
Customer Reviews:
Valuable Traing Tool.......2007-07-21
This book covers all of the details that are so often left out while training waitstaff and associated restaurant employees. We use it extensively for initial training and reference.
Easy to Use.......2006-06-16
Opening a dining establishment is complex. There are many different things that need to be taken into consideration from food costs to training of employees. For those who have never had a restaurant before, the training of employees could be a little intimidating, especially when it comes to those who interact with the customers and whose service could make or break the business, the wait staff. This book takes the bewilderment out of hiring and training these very important people.
The book is comprehensive and follows a logical pattern which eases the reader into the business almost effortlessly. It is an all inclusive book which details different jobs which make up the wait staff from hosting to bussing. Most of the book is centered on service of the tables though. It explains everything from how to set the table to presenting the check at the end of the meal.
There is a special section on how to deal with the youngest of the customers as well as important issues which the customer does not see such as side work and dealing with customer complaints and the difficult customer. There are even tips on laws that regulate the industry such as alcohol and IRS laws. As with any other job in the restaurant, safety and sanitation is also a very important part. Taking the complexity out of hiring and training of these employees is bound to help everyone out.
Also in Spanish.......2005-07-14
Just a note to say this book is also published in Spanish for students and staff members
An excellent guide!.......2004-10-26
This is an excellent book. It's very thorough and the section on alcohol service was especially good. Highly recommend!
Book Description
n this revealing business advice book, the magic of the World Famous Pike Place Fish Market proves a dynamic example of what a group of people can create when they are aligned and living a powerful vision. Here for the first time, owner John Yokoyama explains in his own words just how he transformed his business into a workplace that is renowned worldwide. When Fish Fly offers Yokoyama's cohesive strategy for achieving world famous results for owners, managers, and front-line workers alike. Once you understand the generative principles behind the World Famous Pike Place Fish Market you, too, can develop a culture that leads to excellent employee morale and legendary customer service.
Customer Reviews:
What an amazing Company.......2007-08-23
Our company has adopted the Fish policy and we love it. Although we cannot throw fish, we do throw alot of fun activities, etc. to help the attitude's of our employee's.
Wish I could move to Seattle and work at the Pike Market!
Thanks for sharing ALL your Fish products with us here in Louisville KY!
Outstanding.......2007-05-06
Purchased after a recent seminar showcasing the Pike Place Fish Market, I found this book an outstanding tool to take back to my co-workers. When Fish Fly focuses on the World Famous Pike Place Fish Market and how the owner, John Yokoyama, turned his once failing business into a fun, thriving one. Motivational, inspirational and easy to read. It has proven itself time and again with work and the difficult task of motivating others.
Simply fantastic.......2006-12-29
The book tells a really inspiring story about how it is possible to turn a team, a company around to delivering excellence and beyond.
I've read quite a few management and team building related books, and still mention this one before any other books on the same topic.
- It is a realy honest book
- It is about real people with their real story
- The author shows how he had to change first
- It is a very simple, quick read that will stick.
Thanks
Bart
A Good Read !.......2005-03-23
Author John Yokoyama, owner of Seattle's World Famous Pike Place Fish Market, explains how he changed his attitude toward his employees, embraced a new way of treating people, led his employees in a fundamental directional shift and built a widespread reputation. This isn't a business "cookbook" that tells you step by step what to do. As Yokoyama insists, you can't just copy someone else's success. You must be an individual. However, the story of his turnaround and triumph at World Famous Pike Place Fish Market is a good read that illuminates the need for leaders to treat their employees, as he says, as people, not as human resources. Although the Market is getting to be as overexposed as a fish left out in the sun, we welcome this first person exposition from the owner. After numerous published accounts about the Market, the saga of how Yokoyama empowered employees, promoted his business and changed his style comes through best in his own words.
The original is the best.......2004-11-09
This book cannot be appreciated by those who have not read the original Fish!. Though this book is directly from John Yokoyama, the owner of the world famous Pike Place Fish, it lacks the kind of inspirational and personal touch that made the Fish! philosophy so famous. At best it appears to be a nice opportunity to hear the story of the great place from the owner himself but there is much room for improving the sequencing of topics, the narrative style and in bringing out the true excitement of the place. It appears at many places that too much importance is given to employees' conformity to the vision of becoming world famous and the business is run as a proprietary concern, enforcing the views of the owner on most occasions.
One incident in the book that really moved me - Two fish mongers who fly to Minneapolis to entertain a child who is in hospital diagnosed with leukemia. One of the fish mongers himself had undergone treatment for a tumor and his empathy for this little girl and his own emotions are the at the core of the Fish! philosophy.
The contribution of Jim Bergquist, the consultant who was instrumental in bringing about the transformation at Pike Place Fish is acknowledged, but not fully elaborated.
This book may not fly off the book stands like Fish!.
Book Description
This Fifth Edition provides comprehensive coverage of the principles, theories, human relations techniques, and decision-making skills that are required to manage a workforce to profitable results. It helps managers satisfy obligations to owners, customers, and employees while maintaining a positive work climate, developing job expectations, disciplining marginal employees, and addressing workplace diversity.
Customer Reviews:
Expert Advise that is highly readable.......2005-02-10
I couldn't disagree more with the culinary student. Having been a hospitality manager for 15+ years plus a college instructor for 6 years, I found that Miller's advise is dead-on. The cases presented are real world too. Don't be deceived by the readability of this text. It is solid as a rock. He gives practical advise that you can refer to year after year. If you want empty theory, read someone else. If you want to learn from a master, buy this book. Miller is right when he says that management is an art. Whenever you are dealing with people, you can't turn to a formula. If you want science, go study chemistry. This book is about developing practical organizational and supervisory skills. There's nothing fluffy about it.
Enlightening!!.......2002-10-10
You can be the most organized person in the world and you will still run into difficulties when trying to communicate in an effective manner, recruit, train, evaluate performance, discipline, and delegate all at the same time. For anyone, it's a lot to have on your plate. This book makes it seem simple. It offers way to alleviate some of the frustration that comes with the job.
Hospitality Supervision Textbook Package.......2002-01-10
This textbook package contained "Supervision in the Hospitality Industry" 3rd Edition hard cover (ISBN# 0-471-19420-0) and National Restaurant Association Educational Foundation-NRAEF ProMGMT Student Workbook (ISBN# 0471-41305-4). Chapter 9 on performance evaluation was the greatest insight. A great learning tool to help focus my job development within the huge vacation/hospitality employer I work for here in Orlando, Florida.
Disappointing.......2001-07-21
As a culinary student in a reputable institute, I was presented this book to use as a textbook for my business management course. The structure was sufficient, focusing almost exclusively on the hospitality industry, but the content was not. The majority of the book deals with self-evident truths and situations that can best be solved by common sense, but instead Miller voices his opinion that when experience fails you, revert back to the management theories, most of which he denigrates, others that he blatantly misinterprets.
Miller also pens that "management at any level in an art", a statement that many would disagree with and should give some insights as to what the 10th grade, babble-filled prose is all about. For a management book, especially one for $..., I was expecting a more technical approach to managing - theories and illustrations also combined with charts and math, two aspects that are completely vacant in the textbook.
There is a general sense of the grim reality of the hospitality industry that I was relieved to see (two stars). There's mention of the low pay, hard work, and long hours that will inevitably come with the job, and the book maintains that thought throughout. Overall however, it's too much money, and too much time, for reading what I already know.
Average customer rating:
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Human Resource Management in the Hospitality Industry
Frank M. Go ,
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ASIN: 0471110566 |
Book Description
This book examines issue in human resource management in hospitality, including selection, compensation, motivation, training, and labor relations.
Book Description
Training is an investment for the future, the only foundation on which success can be built. Training delivers excellence in product and performance, elevating a good restaurant into a great one.
Training will keep the skills of its employees and management sharp. But in no other industry is its absence or presence as obvious as it is in the food service industry. It is hard to find good, qualified employees, and even harder to keep them. In addition, unemployment levels are low, and competition for qualified workers is tough. What's the answer? Training!
Constant training and re-enforcement keeps employees and management sharp and focused, and demonstrates the company cares enough to spend time and subsequently money on them. And that's precisely what this new encyclopedic book will do for you - be your new training manager.
This is an encyclopedic out of the box employee training program for all positions in the food service industry. From orientating the new employee, maintaining performance standards, to detailed training outlines and checklists for all positions. This book will show you how to train your employees in all positions in the shortest amount of time, and lets you get back to your own job of running a profitable enterprise.
One of the best features of this book is that the companion CD ROM contains the training outline for all positions in MS word, so you can easily customize the text for your own use. In addition there are numerous training forms, checklists, and tests. The first part of the book will teach you how to develop training programs for food service employees, and how to train the trainer. The book is full of training tips, tactics and how tos that will show you proper presentation, and how to keep learners motivated both during and after the training. The second part of the book details specific job descriptions and detailed job performance skills for every position in a food service operation, from the general manager to dishwasher. There are study guides and tests for all positions. Some of the positions include General Manager, Kitchen Manager, Server, Dishwasher, Line Cook, Prep Cook, Bus Person, Host/Hostess, Bartender, Wine & Alcohol Service, Kitchen Steward, Food Safety, Employee Safety, Hotel Positions, etc. Specific instructions are provided for using equipment as well.
Customer Reviews:
Very useful material.......2007-09-15
Extremely useful set of forms and ideas for use in the restaurant industry. It is skewed towards full service restaurants; but still has lots of useful stuff to apply to QSR. Do not expect to find a treatise on training, though. The CD ROM helps to take advantage of the material because it has the full text on pdf format and several of the sections in MS-Word format.
Easily tailored forms and a must for any food service operation.......2007-03-16
Douglas Robert Brown's excellent reference tool is worth every penny and should be in every food service operator's reference library. I have recommended his book for my tea students for the last five years and am pleased to endorse the revised media. From the small tearoom owner to the chain restaurant, Mr. Brown's resource is a valuable tool. Carnelian Rose Tea - Tea Business School - Jennifer Petersen
Must-have for anyone preparing for a career in food service.......2005-02-03
The Encyclopedia of Restaurant Training is a no-nonsense, thorough resource covering the necessary training for all positions in the food service industry, from professional chef to maitre d to bartender and much more. Written in clear, easy-to-understand terms and charts spelling out explicit training instructions, and illustrated with some diagrams (such as a picture of how to properly set a formal table), The Encyclopedia of Restaurant Training spares no effort to be as understandable as possible. No background knowledge in any trade is needed to grasp explicit instructions ranging from a step-by-step breakdown of the hostess job to the proper order of service for a luncheon handout to how one can go about creating a memorable presentation to food service employees, and much more. A CD-ROM accompanies this absolute must-have for anyone preparing for a career in food service, or charged with the responsibility of training food service recruits.
A Complete package for the Food Service Industry.......2004-06-27
As a long-time user of The Restaurant Managers Handbook by Douglas R. Brown, I have found The Encyclopedia of Restaurant Forms and it's CD Rom to be the most complete and comprehensive selection of forms and ideas for every day and every situation that can or will arise in the food service business.
Review From Book News Inc........2004-06-18
The encyclopedia of restaurant forms; a complete kit of ready-to-use checklists, worksheets, and training aids for a successful food service operation. (CD-ROM included)
This book/CD-ROM resource for new and veteran food service operators offers advice, practical guidelines, and ready-to-use forms, templates, checklists, and training aids for dealing with the issues, tasks, and situations that food service operators face everyday. The material may be used as is, or adapted for any food service application. Material is organized into 11 sections on food safety, kitchen management, bar and beverage management, general management, menu management, employee training, human resources, inventory control, financial management, catering and banquets, and hotel management. Forms contained in the book can be customized and printed from the companion CD-ROM.
Jane Erskine
Editor, Book News Inc.
5739 NE Sumner Street
Portland, OR 97218
Customer Reviews:
Applying service theory to hospitality operations.......2002-12-08
Once every 30 years or so, a great hospitality writing rises to the surface. About 3 years ago, one such writing was Denney Rutherford's "Hotel Management & Operations - 3rd ed". And now there is William Martin's model addressing quality service in the hospitality industry.
Both independent and chain operations can make practical use of Martin's 32 sets of exercises. If I were in operations, I would casually use some exercises at staff call. I would modify the question or statement as needed to suit my operation. In my current educational environment, I can make just as good use of one example, which is to make the statement: "May I bring you anything else?"
Where is the beauty of using such a simple question? The key is found with the intonation or emphasis applied to the words "I", "you", "anything", or "else".
I teach in an ESL-student environment, with as many as 12-15 countries represented by as many as 25 students. The course I have been teaching for 6 years is the upper-level 3-credit course in Hotel & Resort Management. Speech and "talk" becomes particulary sensitive when I use a different intonation or emphasis in my discussion delivery, when entertaining a guest speaker, or engaging in lively discussions with students. I have to make sure the words are understood, and then I have to ensure that the intonation I am using is delivery the desired message.
When was the last time you "listened" to how your employees interact with guests?
If you didn't "get it", then all the more reason for you to beg, borrow, or buy this book if you find it!
Mario Arnaldo, Ph. D.
Instructor, Travel Industry Management
Hawaii Pacific University
Book Description
Management lessons from the world's most profitable airline
"If you want to understand how one organization can change the competitive rules of the game for an entire industry, read this book."--James L. Heskett, Baker Foundation Professor, Harvard Business School and Coauthor of The Value-Profit Chain
Fortune magazine calls Southwest Airlines "the most successful airline in history." With a market value greater than the rest of the U.S. airline industry combined, Southwest Airlines is an amazing company with amazing management practices. Drawing on extensive research and interviews with frontline Southwest employees, managers, and senior executivesThe Southwest Airlines Way explains how Southwest's relationship-based performance principles can be adopted by managers in any industry, with dramatic results.
Full of frontline tales of Southwest's innovative management style, this compelling book explains how Southwest's relentless focus on high-performance relationships and its people-management practices have been the key to its unparalleled success in the airline industry. It reveals how any organization willing to invest the time and effort can learn from Southwest's management style by creating shared goals, shared knowledge, and mutual respect among management, employees, and suppliers. This is the secret of how Southwest consistently outperforms its competitors in the high-pressure, timesensitive airline industry.
Download Description
Drawing on extensive research and interviews with frontline Southwest employees, managers, and senior executivesB-B-The Southwest Airlines Way explains how Southwest's relationship-based performance principles can be adopted by managers in any industry, with dramatic results.
Customer Reviews:
Useful for IO Psyc class.......2007-09-22
Got the book for my Industrial Organizational Psychology class. It's a pretty interesting read. I recommend it to anyone looking to study IO Psyc.
Over The Top View of Supposed Perfection.......2007-04-27
I got about halfway through this book and couldn't stand the back slapping tummy rubbing view of perfection portrayed by the author. I lent the book to a colleague who has worked at Southwest and they agreed. Perhaps if you hadn't worked in the game it would be a better book. problem is Southwest probably deserves a better book because they are a great success story - just don't have an author crow so hard about it and detract from the true story. I rate the book three stars (possible generous) simply because I couldn't bear to read it all. For the money I recommend 'Hard Landing' by Petzinger as far more worthwhile ('From Worst to First' is also better).
A little heavy on the chest beating.......2007-01-30
The first part of the Audio CD was a turn-off. The title begins by trumpeting the virtues of Southwest. Not only was that not necessary, it gets old very quickly. Once that is over, the discussion is quite a bit more interesting. The philosophy that Southwest operates under is presented in a "top ten list" format. In addition, the author discusses how each of the ten items is necessary for the formula to work, and thus why many companies have failed to improve when trying to use only some of Southwest's techniques.
I would recommend this title only after reading other business titles. Two in particular are "From Good to Great" by Jim Collins and "First, Break all the Rules" / "Now, Discover your Strengths" by Marcus Buckingham. I feel this book doesn't stand well by itself; rather it is a case study of these two works, and probably a few others I haven't read yet.
I recommend the former because Jim Collins notes long term successful businesses all figure out their key performance metric and subordinate all business processes to it. The first part of "The Southwest Airlines Way" speaks right to this point. Aircraft turn around is Southwest Airline's key metric, they do it better than their competitors, and all of the 10 points support minimizing the metric.
The latter references by Buckingham theorize that people's talents are fixed, not learned. Thus, Buckingham recommends hire for the talents you need, as it is a waste of resources to try and train the untalented. This goes hand-in-hand with Southwest Airlines interviewing for, and only accepting, applicants with natural aptitude in people skills. Southwest Airlines ten points to success follow many of Buckingham's observations (recommendations) on how to successfully manage employee talent.
The Southwest Airlines Way.......2006-11-10
This is a great book on the study of Organizational Behavior. It provides great examples and keys elements to running a successful company. As a college student, this book has been invaluable as a source of information for various classes. I highly recommend this book to any student of Human Resource Management or Organizational Behavior.
High performance relationships - the key to Southwests success.......2006-04-02
The book is about how although Leadership, culture, strategy and co-ordination have been critical for SW's amazing performance uptill now the hidden factor is the high performance relationships that permeate the organisation. One person working in isolation does not deliver customer satisfaction. Only a group of people working as a single unit with no friction, hidden agendas or dysfucntional incentives can do that. Above all a group of people with outstanding relationships.
Some of the key practices at SW expanded in the book are:
1. Lead with credibility and caring
2. Invest in frontline leadership (high supervisory staffing levels)
3. Hire and train for relational competence
4. Use conflicts to build relationships
5. Bridge the work/family divide by bringing family into the organisation
6. Create boundary spanners (people at the edges of two divisions who help co-ordinate between them)
7. Avoid finger pointing - measure performance broadly
8. Keep jobs flexible at the boundaries
9. Make unions your partners, not adversaries
10. Build relationships with your suppliers
One interesting similarity between the Toyota way principles and the South West way I noted was that they both believe in long term consistent profit growth (organic if possible) and they believe in not laying off people during hard times. I think this contrasted a little bit with Jack Welch's approach of faster growth through acquisition where appropriate and his belief that you should regularly ask the bottom performers to leave the company to get rid of the deadwood. The other similarity between Toyota and SW was their willingness to get in bed with their suppliers and their belief that culture was everything.
Average customer rating:
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Human Resources in the Foodservice Industry: Organizational Behavior Management Approaches
Manufacturer: Haworth Hospitality Press
ProductGroup: Book
Binding: Paperback
General
| Business & Investing
| Subjects
| Books
Hospitality, Travel & Tourism
| Industries & Professions
| Business & Investing
| Subjects
| Books
Human Resources & Personnel Management
| Industries & Professions
| Business & Investing
| Subjects
| Books
ASIN: 1560221453 |
Book Description
Get up-to-date research and innovative management strategies
Organizational behavior and human resource management are fundamental aspects in the profitability of any foodservice business. Human Resources in the Foodservice Industry: Organizational Behavior Management Approaches examines the latest research critical in understanding individual behavior and group dynamics. This resource provides researchers and practitioners with a clear view of human capital in a competitive global marketplace--with various possible managerial solutions to increase efficiency, employee and consumer satisfaction, and organizational success. Experts from around the world and diverse backgrounds discuss up-to-date empirical research, unique insights, and effective management strategies.
As people across the country continue to spend more and more of their food dollars outside of the home every year, foodservice businesses must adapt to evolving consumer behavior and control the management of expenditures--including human resources--to be profitable. Human Resources in the Foodservice Industry: Organizational Behavior Management Approaches discusses in detail this essential part of managing organizational strategy in foodservice operations. From macro perspectives and the effects of globalization to approaches to managing a diverse workforce, this unique text examines the data, the strategies, and the theories to best help your people become more productive while making foodservice businesses profitable. The book contains extensive references and several figures, tables, and charts to clearly illustrate ideas.
Topics in Human Resources in the Foodservice Industry: Organizational Behavior Management Approaches include:
A theoretical framework for management development for chain restaurant operations
The legal, business, and ethical issues in setting language policies for personnel
language barriers--and the impact on job satisfaction, performance, and turnover
Increasing performance to better monitor food temperature
The efficacy of restaurant sales incentives
Cultural differences in collaborative ventures
Four mechanisms to spur employees to provide better customer service
An empirical study on restaurant cooks' locus of control, job satisfaction, work stress, and turnover intentions
The perceptions of quick-service-restaurant managers regarding older workers
Comparison study of intern experiences in the United Kingdom and India
Human Resources in the Foodservice Industry: Organizational Behavior Management Approaches is an insightful resource for researchers, practitioners of all types, educators, and students.
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