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This eText shows students how food service professionals create and deliver guest-driven service, enhance value, build guest loyalty, and promote repeat business. Students will learn how every aspect of a food service operation contributes to the guest experience and will explore unique features of a variety of food and beverage operations.The fourth edition is a comprehensive revision featuring the latest service trends contributing to the guest experience; new leadership information; sustainability/green issues for suppliers, equipment, and facilities; menu trends; revised labor and cost control information; and all new restaurant industry examples.This eText includes an online component that presents information about the skills and knowledge needed by successful restaurant servers. It features video segments, interactive activities, printable checklists and worksheets.
Authors: Ronald F. Cichy, Ph.D., NCE, CHA Emeritus, CFBE, CHE, Michigan State University; Philip J. Hickey, Jr., Chairman of the Board, O'Charley's, Inc.©2012, 15 chapters, eTextISBN 978-0-86612-384-6
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