Hospitality Retail Management

1st Edition

Authors: Conrad Lashley
Paperback ISBN: 9780750646161
Imprint: Butterworth-Heinemann
Published Date: 27th April 2000
Page Count: 376


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Table of Contents

Hospitality services management; Empowering unit management; Team leadership and motivation; Working with people; Staff retention and turnover; Staff recruitment and selection; Employee development and training; Managing service quality; Time management and activity planning; Control and operating profit management; Food and beverage cost management; Labour cost management; Sales generation and marketing; Preparing a unit business plan; Quick service restaurants - case study


'Hospitality Retail Management' provides students and managers with a practical guide to managing units in hospitality retail organizations.

Customers rely on a particular chain of hotels, restaurants or pubs to provide the same level of service and environment across the board. This standardised service provides the customer with the security of knowing what to expect from that particular organisation. However, this standardisation allows little room for creativity for individual managers to respond to the particular needs of their local market. There is a growing realisation that there is greater profitability if the chain can offer both standardised services across all its retail operations while at the same time allowing local managers the freedom to interpret the needs of its local market as they see fit.

'Hospitality Retail Management' shows managers and students how competitive advantage can be gained by adopting management techniques which are both 'tight and loose', and demonstrates how you can manage businesses with well-defined objectives while also allowing local managers to interpret their local market as they see fit.

Conrad Lashley has done extensive consultancy with companies such as McDonalds and uses case studies from these companies to reiterate key issues throughout the text.

Key Features

Forms the basis of a complete course in unit management development Provides an overview of the range of skills needed for effective unit management Includes extensive examples of best practice from world-wide companies and a substantial integrated case study


Second and final year undergraduate and postgraduate students of hospitality management and licensed retail management degrees. Caterer and Hotelkeeper readers. Unit managers and pub managers.


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About the Authors

Conrad Lashley 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.

Affiliations and Expertise

Professor of Leisure Retailing, Centre for Leisure Retailing, Nottingham Business School, UK