Table of Contents

Chapter 1 Hospitality services management; Chapter 2 Empowering unit management; Chapter 3 Team leadership and motivation; Chapter 4 Working with people; Chapter 5 Staff retention and turnover; Chapter 6 Staff recruitment and selection; Chapter 7 Employee development and training; Chapter 8 Managing service quality; Chapter 9 Time management and activity planning; Chapter 10 Control and operating profit management; Chapter 11 Labour cost management; Chapter 12 Sales generation and marketing; Chapter 13 Preparing a unit business plan; Chapter 14 Quick Serve Restaurants Limited: case study;

About the Author

Professor Conrad Lashley is Professor of Leisure Retailing at the Centre for Leisure Retailing at the Nottingham Business School. His research interests have largely been concerned with service quality management, and specifically employee empowerment in service delivery. He works closely with several major industry organizations including the British Institute of Innkeeping, J. D. Wetherspoon and McDonald's Restaurants Limited.