You’ve Got to Serve Somebody: Pearson’s Waiting on America Targets Restaurant Success

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Newly Revised Program to Launch at National Restaurant Association Show

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I'm often asked, 'what's the best way to manage the recession?,'

Many businesses are still reeling from the impact of the recent economic downturn, and the restaurant industry is no exception. According to a recent Restaurant Industry Stock Review by Zack Investment Research, however, restaurants will see gradual improvements, and the 2010 consumer will be looking not only for value but a distinct dining experience.

This comes as no surprise to hospitality industry expert Mario Ponce, principal and operations specialist of Partners in Hospitality, whose newly revised Waiting on America (Pearson) will be launched at the 2010 National Restaurant Association Show, May 22-25, 2010 in Chicago, IL.

“I’m often asked, ‘what’s the best way to manage the recession?,’” says Ponce, who draws on 25 years of hospitality experience with organizations including Hyatt Hotels, TGI Friday’s Planet Hollywood and the Hard Rock Café. “The answer is rather simple; deliver on your promise, which is often locked-up in three factors: food, service and ambiance. All three are relative to restaurant success. Of the three, the constant variable is ‘service.’”

Ponce pioneered the concept of food service excellence in establishments not defined as fine-dining (representing approximately 98% of today’s restaurants) in the early 1990s. While value at these establishments was, and is, a clear focus, there was a lack of tools and training framework for the majority of restaurants.

Designed as a training program for restaurant owners and operators, Waiting on America is filled with real world examples and experience exercises, allowing servers to become better communicators, acquire additional skills that enhance the value and experience restaurants can offer their patrons, and have a positive impact on the dining experience and the restaurant’s bottom line.

For more information on Mario Ponce and Waiting on America, visit

About The Author
Mario Ponce has trained hundreds of staff and managers at premium hospitality firms around the world. A graduate from the University of Central Florida Hospitality Management program, he has facilitated over 300 workshops and addressed thousands of hospitality staff members, students, managers, and executives. His passion for service excellence and its effect on profitability motivated him to bring together a network of dependable, proven, enthusiastic, and experienced people to deliver messages that have one essential element in common: profitable solutions through people.

About Pearson Learning Solutions
Pearson Learning Solutions is a business unit within Pearson, a global leader in education, education technology and services. As an education partner and consultant to higher education institutions and professional organization, Pearson Learning Solutions is committed to designing total, client-driven education solutions. We are a team of world-class education experts, instructional designers, curriculum development experts, education course writers, development editors and experienced textbook publishers. As one of the leading content providers for the culinary arts, hotel hospitality, food safety and casino management industries, we tailor solutions for each program’s individual needs, including off-the-shelf online, in the classroom or blended courses, or fully customized curriculum development. We also provide a wide range of technology tools and learning platforms to help students, instructors and organizations succeed. Please visit for additional details.

Media Contact: Susan Aspey, Susan.aspey(at)pearson(dot)com or (800) 745-8489


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