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Introduction to Hospitality

ISBN: 9780139178818 | 0139178813
Edition: 2nd
Format: Hardcover
Publisher: Prentice Hall
Pub. Date: 8/1/1998

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SummaryTable of Contents
Tomorrow's managers are off to a strong start with this best-selling, comprehensive tour through the fascinating and challenging related fields of the hospitality industry. Written in an upbeat style by an author with substantial industry experience, -this full-color edition offers an enlightening overview of the industry's many facets. It covers tourism, lodging, restaurants, managed services, beverages, conventions and meeting, and leisure/recreation; in addition to examining gaming entertainment, marketing and human resources, and leadership... MORE
Prefacexv(6)
Acknowledgmentsxxi(2)
About the Authorxxiii
CHAPTER 1 Hospitality: A Historical Perspective
2-3(1)
... MORE
ANCIENT TIMES
4(2)
Greece and Rome
4(2)
MEDIEVAL TIMES
6(4)
Coffee Houses
8(1)
Hospitality on the Road
9(1)
EIGHTEENTH CENTURY
10(3)
The New World
10(1)
The French Revolution
11(2)
NINETEENTH CENTURY
13(4)
TWENTIETH CENTURY
17(3)
HOSPITALITY AND TOURISM PIONEERS
20(8)
CONCLUSION
28(1)
SUMMARY
28(1)
REVIEW EXERCISES
29(1)
KEY WORDS AND CONCEPTS
29(1)
NOTES
29(1)
CHAPTER 2 Tourism
30-31(1)
WHAT IS TOURISM?
32(2)
Definition of Tourism
33(1)
THE FIVE EPOCHS OF TOURISM
34(12)
Pre-industrial Revolution
34(1)
The Railway Age
35(1)
Automobile Travel
36(2)
Air Travel
38(3)
The Hub-and-Spoke System
41(1)
Cruise Ships
42(3)
Segmenting the Cruise Market
45(1)
TOURISM ORGANIZATIONS
46(2)
International Organizations
46(1)
Domestic Organizations
47(1)
State Offices of Tourism
48(1)
City-Level Offices of Tourism
48(1)
THE ECONOMIC IMPACT OF TOURISM
48(1)
The Multiplier Effect
49(1)
Tour Operators
49(1)
PROMOTERS OF TOURISM
49(7)
Travel Agencies
49(2)
Commission Caps
51(1)
Travel Corporations
52(1)
Corporate Travel Manager
53(1)
Travel and Tour Wholesalers
53(1)
Certified Travel Counselor (CTC)
54(1)
National Offices of Tourism (NOT)
54(1)
Destination Management Companies (DMCs)
54(2)
WHY PEOPLE TRAVEL
56(7)
Pleasure Travel
57(2)
Motivations for Travel
59(1)
Different Places for Different People
59(1)
Expectation and Reality
60(1)
Push/Pull Model
61(1)
Business Travel
61(2)
Trends in Business Travel
63(1)
SOCIAL AND CULTURAL IMPACT OF TOURISM
63(4)
ECOTOURISM
67(3)
TRENDS IN TOURISM AND TRAVEL
70(3)
SUMMARY
73(1)
REVIEW EXERCISES
74(1)
KEY WORDS AND CONCEPTS
74(1)
NOTES
75(1)
CHAPTER 3 The Hotel Business: Development and Classification
76-77(1)
HOTEL DEVELOPMENT IN THE UNITED STATES
78(8)
Franchising
80(3)
Partnership
83(1)
Leasing
83(1)
Syndicates
84(1)
Management Contracts
84(2)
FINANCIAL MANAGEMENT AND PROFITS
86(7)
Creative Financing
87(2)
Real Estate Investment Trust (REIT)
89(1)
Financing Package
90(1)
How Some Hotels Become Overvalued
91(2)
CLASSIFICATION OF HOTELS
93(13)
City Center Hotels
95(1)
Resort Hotels
96(2)
Vacation Ownership
98(4)
Airport Hotels
102(1)
Freeway Hotels and Motels
103(1)
Casino Hotels
103(1)
Full-Service Hotels
103(1)
Economy/Budget Hotels
104(1)
Extended-Stay Hotels
104(1)
All-Suite, Extended-Stay Hotels
105(1)
Bed and Breakfast Inns
105(1)
HOTEL INTEGRATION
106
Vertical Integration
106(1)
Horizontal Integration
106(1)
Marketing Consortium (Refernal Organizations)
106
BUSINESS AND LEISURE TRAVEL
78
BEST, BIGGEST, AND MOST UNUSUAL HOTELS AND CHAINS
108(2)
The Best Hotel Chains
108(1)
The Most Unusual Hotels
108(2)
INTERNATIONAL PERSPECTIVE
110(3)
U.S.-International Hotel Development
111(1)
International Investment in U.S. Hotels
112(1)
TRENDS IN HOTEL DEVELOPMENT
113(2)
SUMMARY
115(1)
REVIEW EXERCISES
116(1)
KEY WORDS AND CONCEPTS
116(1)
NOTES
116(2)
CHAPTER 4 Hotel and Rooms Division Operation
118-119(1)
THE FUNCTIONS AND DEPARTMENTS OF A HOTEL
120(1)
ROLE OF THE HOTEL GENERAL MANAGER
121(2)
MANAGEMENT STRUCTURE
123(1)
The Executive Committee
123(1)
THE DEPARTMENTS
124(10)
Rooms Division
124(1)
Front Office
125(6)
Night Auditor
131(3)
PROPERTY MANAGEMENT SYSTEMS
134(5)
YIELD MANAGEMENT
139(2)
RESERVATIONS
141(2)
COMMUNICATIONS CBX OR PBX
143(1)
GUEST/UNIFORMED SERVICE
143(1)
CONCIERGE
144(3)
HOUSEKEEPING
147(8)
Laundry
154(1)
SECURITY/LOSS PREVENTION
155(1)
TRENDS IN HOTEL AND ROOMS DIVISION OPERATIONS
156(3)
SUMMARY
159(1)
REVIEW EXERCISES
160(1)
KEY WORDS AND CONCEPTS
160(1)
NOTES
160(2)
CHAPTER 5 Hotel Operations: Food and Beverage Division
162-163(1)
FOOD AND BEVERAGE MANAGEMENT
164(3)
FOOD AND BEVERAGE PLANNING
167(1)
KITCHEN
167(6)
RESTAURANTS
173(1)
HOTEL RESTAURANTS
173(2)
BARS
175(2)
STEWARDING DEPARTMENT
177(1)
CATERING DEPARTMENT
178(9)
Position Profile
181(3)
Catering Event Order
184(2)
Catering Coordinator
186(1)
Catering Services Manager
186(1)
ROOM SERVICE/IN-ROOM DINING
187(3)
TRENDS IN FOOD AND BEVERAGE OPERATIONS
190(2)
SUMMARY
192(1)
REVIEW EXERCISES
192(1)
KEY WORDS AND CONCEPTS
192(1)
NOTES
193(1)
CHAPTER 6 The Restaurant Business: Development and Classification
194-195(1)
RESTAURANT DEVELOPMENT
196(6)
Operating Philosophy
196(1)
Mission, Goals, and Objectives
196(1)
Restaurant Market
196(1)
Restaurant Concept
197(3)
Restaurant Location
200(1)
Restaurant Ambiance
201(1)
MENU PLANNING
202(6)
Chain Menus
204(1)
Needs and Desires of Guests
205(1)
Capabilities of Cooks
205(1)
Equipment Capacity and Layout
205(1)
Consistency and Availability of Menu Ingredients
206(1)
Price and Pricing Strategy
206(1)
Nutritional Value
207(1)
Accuracy in Menu
208(1)
Menu Analysis
208(1)
Menu Design and Layout
208(1)
CLASSIFICATIONS OF RESTAURANTS
208(22)
Full-Service Restaurants
209(4)
Specialty Restaurants
213(1)
Quick Service/Fast Food
213(2)
Hamburger
215(1)
Pizza
216(2)
Chicken
218(1)
Steak
219(1)
Seafood
220(2)
Pancake
222(1)
Sandwich Restaurants
222(1)
Family Restaurants
222(2)
Ethnic Restaurants
224(1)
Casual Dining and Dinner House Restaurants
225(3)
Theme Restaurants
228(1)
Celebrity Restaurants
228(2)
TRENDS IN RESTAURANT DEVELOPMENT
230(1)
SUMMARY
230(1)
REVIEW EXERCISES
231(1)
KEY WORDS AND CONCEPTS
231(1)
NOTES
231(1)
CHAPTER 7 Restaurant Operations
232-233(1)
FRONT OF THE HOUSE
234(29)
Restaurant Forecasting
234(2)
Service
236(2)
Suggestive Selling
238(1)
Types of Restaurant Services
238(4)
Back of the House
242(1)
Food Production
242(2)
Kitchen/Food Production
244(2)
Purchasing
246(2)
Receiving
248(1)
Storing/Issuing
248(1)
Budgeting
248(1)
Restaurant Accounting
248(5)
Lease and Controllable Expenses
253(5)
Controls
258(1)
Food Service Manager Job Analysis
259(4)
TRENDS IN RESTAURANT OPERATIONS
263(1)
SUMMARY
264(1)
REVIEW EXERCISES
265(1)
KEY WORDS AND CONCEPTS
265(1)
NOTES
265(1)
CHAPTER 8 Managed Services
266-267(1)
OVERVIEW
268(1)
AIRLINES
268(3)
In-Flight Food Services
268(3)
Airport Food Service
271(1)
Military
271(1)
ELEMENTARY AND SECONDARY SCHOOLS
272(5)
Nutrition Educations Programs
277(1)
COLLEGES AND UNIVERSITIES
277(6)
Student Unions
279(1)
Responsibilities in Managed Services
280(3)
HEALTH CARE FACILITIES
283(4)
BUSINESS AND INDUSTRY
287(2)
TRENDS IN MANAGED SERVICES
289(1)
SUMMARY
290(1)
REVIEW EXERCISES
291(1)
KEY WORDS AND CONCEPTS
291(1)
NOTES
291(1)
CHAPTER 9 Beverages
292-293(1)
WINES
294(9)
Light Beverage Wines
294(1)
Sparkling Wines
294(2)
Fortified Wines
296(1)
Aromatic Wines
296(1)
The History of Wine
296(1)
The Making of Wine
296(2)
Matching Wine with Food
298(2)
Major Wine-Growing Regions of Europe and North America
300(3)
BEER
303(2)
The Brewing Process
303(2)
SPIRITS
305(5)
Whiskys
305(2)
White Spirits
307(2)
Other Spirits
309(1)
NONALCOHOLIC BEVERAGES
310(4)
Nonalcoholic Beer
310(1)
Coffee
311(1)
Tea
312(1)
Carbonated Soft Drinks
313(1)
Juices
313(1)
Bottled Water
313(1)
BARS AND BEVERAGE MANAGMENT
314(7)
Bar Setup
314(1)
Inventory Control
315(1)
Personal Procedures
316(1)
Taverns
316(1)
Restaurant and Hotel Bars
316(1)
Night Clubs
317(1)
Microbreweries
317(3)
Sports Bars
320(1)
Coffee Shops
320(1)
LIQUOR LIABILITY AND THE LAW
321(1)
TRENDS IN THE BEVERAGE INDUSTRY
322(2)
SUMMARY
324(1)
REVIEW EXERCISES
324(1)
KEY WORDS AND CONCEPTS
324(1)
NOTES
325(1)
CHAPTER 10 Recreation and Leisure
326-327(1)
RECREATION, LEISURE, AND WELLNESS
328(1)
GOVERNMENT-SPONSORED RECREATION
329(5)
National Parks in the United States
330(2)
National Parks in Canada
332(1)
Public Recreation and Parks Agencies
333(1)
COMMERCIAL RECREATION
334(10)
Theme Parks
334(1)
Clubs
334(4)
Club Management Structure
338(3)
Country Clubs
341(1)
City Clubs
341(3)
NONCOMMERCIAL RECREATION
344(2)
Voluntary Organizations
344(1)
Campus, Armed Forces, and Employee Recreation
345(1)
Recreation for Special Populations
346(1)
TRENDS IN RECREATION AND LEISURE
346(1)
SUMMARY
347(1)
REVIEW EXERCISES
348(1)
KEY WORDS AND CONCEPTS
348(1)
NOTES
348(2)
CHAPTER 11 The Gaming Entertainment Industry
350-351(1)
GAMING ENTERTAINMENT DEFINED
352(3)
HISTORICAL REVIEW OF GAMING ENTERTAINMENT
355(3)
Native American Gaming
356(1)
National Gambling Impact Study Commission
357(1)
SIZE AND SCOPE OF GAMING ENTERTAINMENT
358(5)
Organized Crime and Casinos
359(1)
Street Crime and Casinos
360(1)
Gambling Addictions
361(2)
KEY PLAYERS IN THE INDUSTRY
363(3)
EXCITING GAMING ENERTAINMENT PROJECTS OF GAMING ENTERTAINMENT
366(4)
NEWEST PROJECTS OF GAMING ENTERTAINMENT
370(2)
CAREERS IN GAMING ENTERTAINMENT
372(2)
Hotel Operations
372(1)
Food and Beverage Operations
372(1)
Casino Operations
372(2)
Retail Operations
374(1)
Entertainment Operations
374(1)
TRENDS IN THE HOTEL GAMING ENTERTAINMENT INDUSTRY
374(2)
SUMMARY
376(1)
REVIEW EXERCISES
376(1)
KEY WORDS AND CONCEPTS
376(1)
NOTES
376(2)
CHAPTER 12 Meetings, Conventions, and Expositions
378-379(1)
HISTORICAL REVIEW
380(1)
TYPES OF MEETINGS
381(2)
KEY PLAYERS IN THE INDUSTRY
383(15)
Meeting Planners
387(2)
Convention and Visitors Bureaus (CVB)
389(1)
Convention Centers
390(7)
Event Management
397(1)
Specialized Services
398(1)
TRENDS IN CONVENTIONS, MEETINGS, AND EXPOSITIONS
398(4)
SUMMARY
402(1)
REVIEW EXERCISES
403(1)
KEY WORDS AND CONCEPTS
403(1)
NOTES
403(1)
CHAPTER 13 Marketing, Human Resources, and Culture
404-405(1)
MARKETING
406(11)
Environmental Analysis
407(1)
Economic Impacts
408(1)
Social Analysis
408(1)
Political Analysis
409(1)
Technological Analysis
409(1)
Market Assessment
409(1)
Market Demand
410(1)
Competitor Analysis
410(2)
Positioning
412(1)
Marketing Goals and Objectives
412(1)
Marketing Mix
412(3)
Performance Evaluation
415(1)
Sales
416(1)
HUMAN RESOURCES MANAGEMENT
417(12)
Task Analysis
418(1)
Job Description
418(1)
Productivity Standards
419(1)
Recruitment and Selections
419(2)
Orientation
421(1)
Training
421(1)
Performance Appraisal
422(2)
Compensation
424(2)
Employee Development
426(2)
Employee Retention
428(1)
Equal Employment Opportunity (EEO)
428(1)
Americans with Disabilities Act (ADA)
428(1)
Harassment
428(1)
CULTURE
429(2)
Cultural Barriers
430(1)
Language
430(1)
Ethnic Diversity
430(1)
Personal Cultural Barriers
430(1)
TRENDS IN MARKETING, HUMAN RESOURCES, AND CULTURE
431(3)
SUMMARY
434(1)
REVIEW EXERCISES
434(1)
KEY WORDS AND CONCEPTS
435(1)
NOTES
435(1)
CHAPTER 14 Leadership and Management
436-437(1)
LEADERSHIP
438(3)
Characteristics of Leaders
438(1)
Definitions of Leadership
439(1)
Transactional Leadership
439(1)
Transformational Leadership
439(2)
EXAMPLES OF LEADERSHIP EXCELLENCE
441(6)
THE DISTINCTION BETWEEN LEADERSHIP AND MANAGEMENT
447(4)
Management
450(1)
Managerial Skills
450(1)
CORPORATE PHILOSOPHY
451(1)
CORPORATE CULTURE
452(2)
Mission Statement
452(1)
Goal
452(1)
Objectives
453(1)
KEY MANAGEMENT FUNCTIONS
454(13)
Forecasting
454(1)
Planning
455(1)
Organizing
456(1)
Decision Making
456(5)
Communicating
461(1)
Motivating
462(3)
Controlling
465(2)
SERVICE AND TOTAL QUALITY MANAGEMENT (TQM)
467(3)
ETHICS
470(3)
Ethics Dile Mas in Hospitality
471(1)
Social Responsibilities in Business
472(1)
TRENDS IN LEADERSHIP AND MANAGEMENT
473(2)
SUMMARY
475(1)
REVIEW EXERCISES
475(1)
KEY WORDS AND CONCEPTS
476(1)
NOTES
476(3)
Glossary479(10)
Index489

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