The Next Frontier of Restaurant Management: Harnessing Data to Improve Guest Service and Enhance the Employee Experience (Cornell Hospitality Management: Best Practices)

ISBN 10: 1501736507 / ISBN 13: 9781501736506

Published by Cornell University Press, 2019

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Bibliographic Details

• Title: The Next Frontier of Restaurant Management: Harnessing Data to Improve Guest Service and Enhance the Employee Experience (Cornell Hospitality Management: Best Practices)
• Publisher: Cornell University Press
• Publication Date: 2019
• Language: English
• ISBN 10: 1501736507
• ISBN 13: 9781501736506
• Binding: Hardcover
• Condition: New
• Book Type: book

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Synopsis

"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)

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 employeesMaynard 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.

About the Author

Alex M. Susskind is Professor of Food and Beverage Management and Associate Dean for Academic Affairs at the School of Hotel Administration, SC Johnson College of Business, Cornell University. Mark Maynard is a Director of Operations at Union Square Hospitality Group. He was General Manager at Union Square Cafe, cofounder of Blue Smoke and Jazz Standard restaurants, Managing Director of Union Square Events, and cofounder of Porchlight bar.