The Next Frontier of Restaurant Management Harnessing Data to Improve Guest Service and Enhance t...

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The Next Frontier of Restaurant Management: Harnessing Data to Improve Guest Service and Enhance the Employee Experience
Cornell University | English | 2019 | ISBN-10: 1501736507 | 258 pages | PDF | 17.52 MB

The Next Frontier of Restaurant Management: Harnessing Data to Improve Guest Service and Enhance the Employee Experience
Cornell University | English | 2019 | ISBN-10: 1501736507 | 258 pages | PDF | 17.52 MB
by Alex M. Susskind (Editor), Mark Maynard (Editor)
The Next Frontier of Restaurant Management brings together the latest research in hospitality studies to offer students, hospitality executives, and restaurant managers the best practices for restaurant success. Alex M. Susskind and Mark Maynard draw on their experiences as a hospitality educator and a restaurant industry leader, respectively, to guide readers through innovative articles that address specific aspects of restaurant management:
* Creating and preserving a healthy company culture
* Developing and upholding standards of service
* Successfully navigating guest complaints to promote loyalty
* Creating a desirable (and profitable) ambiance
* Harnessing technology to improve guest and employee experiences
* Mentoring employees
Maynard and Susskind detail the implementation of effective customer management and staff training, design elements such as seating and lighting, the innovative use of data to improve the guest experience, and both consumer-oriented and operation-based technologies. They conclude with a discussion of the human factor that is the foundation of the hospitality industry and the importance of a healthy workplace culture. As Susskind and Maynard show, successful restaurants don't happen by accident
Review
"Alex Susskind and Mark Maynard have combined powers to create an invaluable guide to managing the sometimes chaotic and always challenging environment of a restaurant, from the practicalities of lighting to the intangibles of guest experience. This coupling of data-driven research with anecdotal storytelling, informed by two rich careers in different corners of the industry, make for a compelling and dynamic account that speaks to readers working the floor as much as those in the classroom."
(Danny Meyer, CEO, Union Square Hospitality Group, Founder of Shake Shack, and author of Setting the Table)
"The Next Frontier of Restaurant Management is of the highest quality and appropriate for Service Management courses at the graduate level."
(Richard Ghiselli, Purdue University)
"Both authors have extensive restaurant backgrounds. I highly recommend this book for Services Marketing, Human Resources, Strategic Management, Catering, and general seminar-type courses."
(Mark Bonn, Florida State University)

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