Table of Contents

Part 1 Frontline Service Chapter 1 Hospitality industry knowledge Chapter 2 A diverse and challenging work environment Chapter 3 Quality customer service Chapter 4 Procedures for health, safety and food hygiene Part 2 Operational Management Chapter 5 Operational planning Chapter 6 OHS systems and procedures Chapter 7 Recruitment and selection Chapter 8 Training and monitoring performance Chapter 9 Leadership and motivation Chapter 10 Financial reporting Chapter 11 Inventory management Part 3 Strategic Management Chapter 12 Marketing Chapter 13 Marketing and promotional activities Chapter 14 Legal compliance Chapter 15 Business relationships Chapter 16 Budgetary management Chapter 17 Financial management Chapter 18 Asset management Chapter 19 Business risk management Chapter 20 Customer service management Chapter 21 Human resource management Chapter 22 Business planning Appendix: Surf Club Cafe Business Plan Glossary Web links Suggested reading Index

About the Author

Lynn Van Der Wagen is Head Teacher for Tourism and Hospitality at the Northern Beaches College, Northern Sydney Institute of TAFE. She is the author of many highly acclaimed books on tourism and hospitality, among them Professional Hospitality and Event Management: For tourism, cultural, business and sporting events. In 2006 she was awarded the title of 'National Training Legend' by Tourism Training Australia for her services to education in tourism and hospitality. Prior to moving into education and the events industry she was Director of Human Resources for a five star hotel with over 1000 employees. Anne Goonetilleke has worked in several educational management roles at Ryde College and TAFE NSW. Her speciality is accounting. She has broad international experience in hospitality and tourism management, in both the private and the government sectors, having initiated several overseas hospitality projects and setting up a hospitality management training program in China. She has received the Tourism Training Australia Trainer's Award for her professional management skills and educational leadership.