This title is divided into five sections, its features include a focus on service, working in a socially diverse environment, and using feedback to improve customer satisfaction. Systems for health, safety and food hygiene are included as well as chapters on maintaining clean and green premises.

Part 1 The hospitality industry: introduction to the industry; introduction to the customers; research - updating industry and local knowledge; hospitality structures and relationships; food and beverage and RSA; cafes and coffee making; the kitchen and catering; front offices and club reception; accommodation services; sporting and community clubs; gaming and RGS; hospitality laws; working conditions; trends and issues in the industry. Part 2 Working with others: communication and social diversity; tradition and religion. Part 3 Quality service: promoting quality products and services; communicating on the telephone. Part 4 Health, safety and hygiene systems: occupational health and safety; safety, security and emergency; following hygiene procedures; maintaining clean and green premises. Part 5 Your career: preparing job applications; preparing for interviews; planning your career.