LEADER 05560nam 2200697Ia 450 001 9910784337903321 005 20200520144314.0 010 $a1-136-42384-2 010 $a1-281-01376-5 010 $a9786611013769 010 $a1-4294-8387-3 010 $a0-08-049418-8 035 $a(CKB)1000000000350650 035 $a(EBL)296771 035 $a(OCoLC)437182146 035 $a(SSID)ssj0000116144 035 $a(PQKBManifestationID)11143647 035 $a(PQKBTitleCode)TC0000116144 035 $a(PQKBWorkID)10027797 035 $a(PQKB)10942716 035 $a(Au-PeEL)EBL296771 035 $a(CaPaEBR)ebr10180832 035 $a(CaONFJC)MIL101376 035 $a(MiAaPQ)EBC296771 035 $a(EXLCZ)991000000000350650 100 $a20041227d2003 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aBusiness development in licensed retailing$b[electronic resource] $ea unit manager's guide /$fConrad Lashley and Guy Lincoln 210 $aOxford $cButterworth-Heinemann$d2003 215 $a1 online resource (347 p.) 225 1 $aHospitality, leisure, and tourism 300 $aDescription based upon print version of record. 311 $a1-138-17551-X 311 $a0-7506-5334-5 320 $aIncludes bibliographical references and index. 327 $aBusiness Development in Licensed Retailing: A unit manager's guide; Copyright; Contents; Foreword; Preface; List of figures; List of tables; CHAPTER 1 What business are you in?; Bar and pub services management; The downside of licensed retail branding!; About services . . .; Working with customers; About hospitality; CHAPTER 2 Looking for more than breath on the mirror in recruitment; Recruiting and selecting staff for effective service; Flexible employees; The local market for labour; The importance of planning ahead; Describing the job to be done; Describing the ideal recruit 327 $aAttracting candidatesMaking the selection; Approaches to recruitment and selection; CHAPTER 3 It takes happy workers to make happy customers; Team leadership and motivation; What kind of leader?; A matter of choice?; Working in teams; Benefits of working in teams; CHAPTER 4 It's people, people, people; Working with people; Individual differences; Individuals in groups; Influencing others; Dealing with conflict; Motivating people at work; CHAPTER 5 Now you see them, now you don't; Staff retention and turnover in licensed retailing; Causes and types of staff turnover; Counting the cost 327 $aMeasuring staff turnoverWasted millions: some industry examples; Keeping your staff - it's not rocket science! Everyone can do it!; CHAPTER 6 Training improves business performance; Employee training and development; The benefits of training; Training your staff; The ABC of training; CHAPTER 7 Serve hot food hot, and cold drinks cold, and everybody smiles; Managing service quality; Licensed retail service quality; Quality management and licensed retail operations; CHAPTER 8 Get it hot to the table on time; Managing food operations; Food operations in licensed retailing 327 $aManaging key points of controlCHAPTER 9 On turning a profit; Financial control in licensed retailing; The principles of control; Financial targets and business performance; Identify and understand cost and sales data; Analysing the financial data; Analysis of cost-volume-profit data; CHAPTER 10 On turning more profit; Further financial controls to improve business performance; Profit sensitivity analysis; Reviewing sales patterns; Menu engineering; Budgets; CHAPTER 11 There's more to it than cutting wages; Labour cost management; Elements of labour costs; Measuring staff costs 327 $aAdding to staff incomeScheduling employees; CHAPTER 12 Meeting and exceeding customer expectations; Marketing - understanding your market; A customer focus; Segmentation; Customer occasions; Capturing information; CHAPTER 13 Let's keep in touch; Marketing - promoting your business; Understanding the competitors; Understanding the local community; The SWOT analysis; What is promotion?; CHAPTER 14 Improving the chance of reaching your destination; Preparing a unit business plan; Describing the business; Competitive business strategy; Operations; Forecasting results 327 $aWriting up, presenting and working with your business plan 330 $a'Business Development in Licensed Retailing: a unit manager's guide' details the indispensable skills and techniques needed to manage units within licensed retail organisations in a flexible and entrepreneurial manner. This book: · Forms the basis of a complete course for a unit manager's development.· Provides an overview of the range of skills needed for effective unit management. · Supports the development of techniques with examples from existing best practice and case examples from companies such 410 0$aHospitality, leisure, and tourism series. 606 $aBars (Drinking establishments)$xManagement 606 $aBars (Drinking establishments)$xManagement$vCase studies 615 0$aBars (Drinking establishments)$xManagement. 615 0$aBars (Drinking establishments)$xManagement 676 $a647.95/068 700 $aLashley$b Conrad$0714534 701 $aLincoln$b Guy$0714535 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910784337903321 996 $aBusiness development in licensed retailing$91381840 997 $aUNINA