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Books in the Library
Customer Service by NRA
This text focuses on customer service topics. It includes essential content plus learning activities, case studies, professional profiles, research topics and more that support course objectives. The text and exam are part of the ManageFirst Program® from the National Restaurant Association (NRA). This edition is created to teach restaurant and hospitality students the core competencies of the Ten Pillars of Restaurant Management.
Call Number: 658.812 CUS
Publication Date: 2012
Hospitality: the Essentials by C. Sullivan
Written for the Certificate II in Hospitality (Kitchen Operations). Each chapter covers a different unit of work and all its required knowledge, exactly as outlines in the training package; these requirements are also listed in the introduction of each chapter.
Call Number: 647.94 SUL
Publication Date: 2012
Waiter's Handbook by Graham Brown
"A valuable manual for trainee waiters and a useful reference for people with experience in the profession."--Provided by publisher.
Call Number: 642.6 BRO
Publication Date: 2009
DVDs for loan
Upselling Products and Services in Tourism & Hospitality
"The key to a successful, growing business is the ability of staff to successfully upsell products and services. But how do we do this? In this program we define a product, ask how a service differs from a product, examine the marketing concept and go through the process of upselling to add value and training staff to upsell. A valuable look at getting the most from products and services in this vital industry"--Container.
Call Number: 647.94 UPS
Publication Date: 2008
Customer Service by
This text focuses on customer service topics. It includes essential content plus learning activities, case studies, professional profiles, research topics and more that support course objectives. The text and exam are part of the ManageFirst Program® from the National Restaurant Association (NRA). This edition is created to teach restaurant and hospitality students the core competencies of the Ten Pillars of Restaurant Management.
Hospitality: the Essentials by
Written for the Certificate II in Hospitality (Kitchen Operations). Each chapter covers a different unit of work and all its required knowledge, exactly as outlines in the training package; these requirements are also listed in the introduction of each chapter.
Waiter's Handbook by
"A valuable manual for trainee waiters and a useful reference for people with experience in the profession."--Provided by publisher.