Includes index.

Half title page; Title page ; Imprint Page; Brief contents; Table of contents; Guide to the text ; Guide to the online resources; Preface; Acknowledgements; About the authors; CHAPTER 1 SOURCE AND USE INFORMATION ON THE HOSPITALITY INDUSTRY; Source and use industry knowledge; The hospitality industry; Source and use compliance information; Update hospitality industry knowledge; APPENDIX 1.1 Hospitality sectors and services; CHAPTER 2 INTERACT WITH CUSTOMERS; Interact with customers; The cycle of service; Work with others to deliver service; CHAPTER 3 PROVIDE SERVICE TO CUSTOMERS Communicate with others Provide service to customers; Respond to customer complaints; CHAPTER 4 SHOW SOCIAL AND CULTURAL SENSITIVITY; Cultural and social diversity; Understanding our colleagues and customers; Communicate across cultures; Cross-cultural misunderstandings; CHAPTER 5 PARTICIPATE IN SAFE WORK PRACTICES; The health and safety framework; Work safely; Follow emergency situation procedures; Security policies and procedures; Participate in the organisation's WHS practices; APPENDIX 5.1 Hazards and solutions; CHAPTER 6 USE HYGIENIC PRACTICES FOR HOSPITALITY SERVICES Maintain personal hygiene Prevent health hazards; CHAPTER 7 USE HYGIENIC PRACTICES FOR FOOD SAFETY; Follow hygiene procedures; Manage personal health and hygiene; Manage environmental hygiene; Managing food hygiene; Control hygiene dangers; CHAPTER 8 WORK EFFECTIVELY WITH OTHERS; Workplace relationships; Contribute to work group activities; Deal with problems and conflict; CHAPTER 9 WORK EFFECTIVELY IN HOSPITALITY SERVICE; Pre-arrival -- prepare for service; Provide service; End of shift close-down procedures; CHAPTER 10 COACH OTHERS IN JOB SKILLS; Prepare for on-job coaching Organise coaching sessions Coach colleagues on the job; Follow-up coaching; Glossary; Index

Prepare students to master their skills and knowledge needed to succeed within the hospitality industry with the new edition of The Road to Hospitality: Skills for the New Professional, 4e. Thoroughly revised, The Road to Hospitality: Skills for the New Professional, 4e has been repositioned to cover core and elective units of competency at both Certificate II and III levels. Covering best practices, new techniques and legislations, this new edition uses real world industry examples and follows a clear and logical structure, which builds and strengthens the knowledge and skills of each student.