BLA-15496 - Hospitality Industry and Customer Service [R] 9781921015496

Hospitality Industry and Customer Service [R]
Hospitality Industry and Customer Service [R]
Code: BLA-15496
Barcode/ISBN: 9781921015496
Author: Yvonne Ashton
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Product information:

-Contains a collection of practical activities that will supplement regular classroom lessons.
-Extend student knowledge of this vocationally focussed subject area.
-Design briefs,food preparation tasks and challenging research topics are a feature of this series.

Contents:
Industry & customer service:
- Introduction to the hospitality industry
- Communication skills
- Cultural and social differences in communication
- Customers with diverse backgrounds
- Handling complaints
- Handling difficult customers
- Legal and ethical issues
- Sales and marketing
- Promotions and advertising
- Marketing design brief
- Table settings and cutlery
- Service of food and beverages
- Service of alcohol
- Tea and coffee
- Glossary of terms
- Teacher's notes and preparation tips