This first-of-its kind text is written specifically for students preparing to enter the hospitality industry. It provides comprehensive coverage of service and image fundamentals and their application in hotel and restaurant management and service. Every nuance of the hospitality industry is discussed in depth, from appearance, grooming, and uniforms to body language, customer relations, and business etiquette. Separate chapters on universal standards and cross-cultural communication prepare students to deal with guests of varied backgrounds with ease. "Self-Assessment Checklists" help students gauge their own readiness in making that critical first impression. This effective training resource will arm students with the knowledge they need to succeed in the hospitality industry. Features: -"Self-Assessment Checklists" allow students to gauge their personal readiness -new photographs and illustrations reinforce important ideas -chapter objectives and review questions keep users "on track"