Drawing on over 25 years of combined experience in the hospitality industry and formal educations in business and psychology, Felstead and Moran use actual case examples combined with research to teach success strategies on these topics and more: * Customer Service * Teamwork * Stress Management * Dealing with Unsatisfied Customers * Communication * Ethics and Professional Conduct * Serving Alcohol Responsibly The Modern-Day Service Professional is a must-read for anyone wishing to succeed in the hospitality industry. Whether you are a waitperson who wants to earn more money and feel better about yourself or a manager who wants to increase sales and communicate more effectively with the employees, this book will teach you tools for success!

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