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Introduction To Hospitality

ISBN: 9780131191013 | 0131191012
Edition: 4th
Format: Hardcover
Publisher: Prentice Hall
Pub. Date: 1/13/2005

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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 a... MORE
To the Studentxxiii
Prefacexxxiii
Acknowledgmentsxxxvii
About the Authorxxxix
PART 1 Introduction
... MORE
Welcome to the Hospitality Industry
3(28)
The Pineapple Tradition
4(1)
Hospitality and Tourism
4(3)
Characteristics of the Hospitality Industry
7(3)
Corporate Philosophy
10(2)
Service Philosophy Is a Way of Life
10(1)
Corporate Culture
11(1)
Mission Statement
11(1)
Goal
11(1)
Objective
12(1)
Strategy/Tactics
12(1)
The Focus on Service
12(1)
Success in Service
13(14)
Moments of Truth
15(3)
Ways to Improve Service
18(1)
Service and Total Quality Management
18(5)
The Disney Approach to Guest Service
23(4)
Trends
27(1)
Summary
28(1)
Key Words and Concepts
28(1)
Review Questions
29(1)
Internet Exercises
29(1)
Apply Your Knowledge
29(1)
Suggested Activity
29(1)
Endnotes
29(2)
Careers in Hospitality
31(50)
Career Paths
32(1)
Career Goals
33(1)
Is the Hospitality Industry for You?
33(1)
Self-Assessment and Personal Philosophy
34(1)
Professionalism and Etiquette
34(4)
Now Is the Time to Get Involved
35(1)
Professional Organizations and Associations
36(2)
Ethics
38(1)
Ethical Dilemmas in Hospitality
39(2)
Social Responsibilities in Business
41(1)
Careers in Travel and Tourism
42(1)
Careers in Restaurants and Managed Services
43(6)
Restaurants
43(3)
Managed Services
46(3)
Careers in Lodging
49(4)
Careers in Club Management
53(2)
Careers in Conventions and Expositions
55(2)
Careers in Meeting Planning, Event Management, and Catering
57(6)
Meeting Planning
57(3)
Event Management
60(2)
Catering
62(1)
Careers in Recreation and Leisure, Amusement and Theme Parks, and Gaming
63(5)
Recreation and Leisure
63(1)
Amusement and Theme Parks
64(3)
The Gaming Industry
67(1)
Careers in Allied Areas
68(1)
Internships, Mentorships, and Job Shadowing
69(2)
Career Paths and Resume Writing
71(3)
Resumes
71(1)
Cover Letters
72(1)
Academic Record
73(1)
Work Experience
73(1)
Extracurricular Activities
73(1)
Job Interviews
74(2)
How to Interview
74(2)
Trends
76(1)
Case Study
76(1)
Career Information
77(1)
Summary
77(1)
Key Words and Concepts
78(1)
Review Questions
78(1)
Internet Exercises
78(1)
Apply Your Knowledge
78(1)
Suggested Activity
79(1)
Endnotes
79(2)
Tourism
81(44)
What is Tourism?
82(1)
Tourism for Prosperity and Peace
82(11)
Long-Term Prospects: Tourism 2020 Vision
83(1)
Definition of Tourism
84(1)
Airlines
85(2)
Cruise Ships
87(6)
Tourism Organizations
93(2)
International Organizations
93(1)
Domestic Organizations
94(1)
State Offices of Tourism
94(1)
City-Level Offices of Tourism
95(1)
The Economic Impact of Tourism
95(3)
The Multiplier Effect
97(1)
Promoters of Tourism
98(6)
Tour Operators
98(1)
Travel Agencies
98(1)
Commission Caps
99(1)
Travel Corporations
100(1)
Corporate Travel Manager
101(1)
Travel and Tour Wholesalers
101(1)
Certified Travel Counselor (CTC)
101(1)
National Offices of Tourism (NOT)
102(1)
Destination Management Companies (DMCs)
103(1)
Why People Travel
104(7)
Pleasure Travel
104(3)
Business Travel
107(4)
Social and Cultural Impact of Tourism
111(4)
Ecotourism
115(3)
Definition and Ecotourism Principles
115(3)
Trends in Tourism and Travel
118(1)
Case Study
119(1)
Career Information
120(1)
Summary
120(1)
Key Words and Concepts
121(1)
Review Questions
121(1)
Internet Exercises
121(1)
Apply Your Knowledge
121(1)
Suggested Activity
122(1)
Endnotes
122(3)
PART 2 Lodging
The Hotel Business
125(42)
Hotel Development and Ownership
125(11)
Franchising
125(3)
Is There a Franchise in Your Future?
128(4)
Management Contracts
132(4)
Real Estate Investment Trust (REIT)
136(1)
Classification of Hotels
136(19)
City Center Hotels
137(4)
Resort Hotels
141(3)
Vacation Ownership
144(4)
What Is Vacation Ownership?
148(1)
Airport Hotels
149(1)
Freeway Hotels and Motels
150(1)
Casino Hotels
151(1)
Convention Hotels
151(1)
Full-Service Hotels
152(1)
Economy/Budget Hotels
152(1)
Extended-Stay Hotels
153(1)
All-Suite Extended-Stay Hotels
154(1)
Bed and Breakfast Inns
154(1)
Hotel Integration
155(2)
Vertical Integration
155(2)
Marketing Consortium (Referral Organizations)
157(1)
Best, Biggest, and Most Unusual Hotels and Chains
158(2)
The Best Hotel Chains
158(1)
The Most Unusual Hotels
159(1)
International Perspective
160(1)
Trends in Hotel Development
161(2)
Case Study
163(1)
Career Information
164(1)
Summary
164(1)
Key Words and Concepts
164(1)
Review Questions
164(1)
Internet Exercises
165(1)
Apply Your Knowledge
165(1)
Suggested Activity
165(1)
Endnotes
165(2)
Rooms Division Operations
167(46)
The Functions and Departments of a Hotel
168(1)
Role of the Hotel General Manager
169(2)
Management Structure
171(1)
The Executive Committee
171(1)
The Departments
172(15)
Rooms Division
172(1)
Front Office
173(8)
Night Auditor
181(6)
Property Management Systems
187(1)
Yield Management
188(2)
Reservations
190(1)
Communications CBX or PBX
191(1)
Guest Services/Uniformed Services
192(3)
Concierge
195(2)
Housekeeping
197(9)
Laundry
205(1)
Security/Loss Prevention
206(1)
Trends in Hotel and Rooms Division Operations
207(1)
Case Studies
208(1)
Career Information
209(1)
Summary
210(1)
Key Words and Concepts
210(1)
Review Questions
211(1)
Internet Exercises
211(1)
Apply Your Knowledge
211(1)
Suggested Activity
211(1)
Endnotes
211(2)
Food and Beverage Operations
213(34)
Food and Beverage Management
214(4)
Kitchen
218(6)
Hotel Restaurants
224(2)
Bars
226(3)
Stewarding Department
229(1)
Catering Department
230(9)
Position Profile
233(3)
Catering Event Order
236(2)
Catering Coordinator
238(1)
Catering Services Manager
238(1)
Room Service/in-Room Dining
239(2)
Trends in Food and Beverage Operations
241(1)
Case Studies
241(1)
Career Information
242(1)
Summary
242(1)
Key Words and Concepts
243(1)
Review Questions
243(1)
Internet Exercises
243(1)
Apply Your Knowledge
244(1)
Suggested Activity
244(1)
Endnotes
244(3)
PART 3 Restaurants and Managed Services
The Restaurant Business
247(32)
The Restaurant Business
248(7)
Culinary Arts
248(3)
Culinary Practices
251(4)
Classifications of Restaurants
255(20)
Full--Service Restaurants
256(6)
Casual Dining and Dinner House Restaurants
262(4)
Quick Service/Fast-Food Restaurants
266(9)
Trends in the Restaurant Business
275(1)
Food Trends and Practices for the New Millennium
275(1)
Career Information
276(1)
Summary
276(1)
Key Words and Concepts
276(1)
Review Questions
277(1)
Internet Exercises
277(1)
Apply Your Knowledge
277(1)
Suggested Activities
277(1)
Endnotes
277(2)
Restaurant Operations
279(30)
Front of the House
280(7)
Restaurant Forecasting
282(1)
Service
282(4)
Suggestive Selling
286(1)
Back of the House
287(17)
Food Production
287(2)
Kitchen/Food Production
289(2)
Management Involvement and Follow Up
291(1)
Employee Recognition
292(1)
Purchasing
292(4)
Receiving
296(1)
Storing/Issuing
296(4)
Restaurant Manager Job Analysis
300(4)
Trends in Restaurant Operations
304(1)
Case Studies
304(1)
Career Information
305(1)
Summary
306(1)
Key Words and Concepts
306(1)
Review Questions
306(1)
Internet Exercises
307(1)
Apply Your Knowledge
307(1)
Suggested Activities
307(1)
Endnotes
307(2)
Managed Services
309(34)
Overview
310(1)
Airlines
311(3)
In-Flight Foodservice
311(2)
Airport Foodservice
313(1)
Military
314(1)
Elementary and Secondary Schools
315(5)
Nutrition Education Programs
320(1)
Colleges and Universities
320(10)
Student Unions
322(4)
Responsibilities in Managed Services
326(4)
Health Care Facilities
330(3)
Business and Industry
333(3)
Leisure and Recreation
336(2)
Stadium Points of Service
336(1)
Other Facilities
337(1)
Advantages and Disadvantages
337(1)
Trends in Managed Services
338(1)
Career Information
338(1)
Case Studies
339(1)
Summary
340(1)
Key Words and Concepts
340(1)
Review Questions
340(1)
Internet Exercises
340(1)
Apply Your Knowledge
341(1)
Suggested Activity
341(1)
Endnotes
341(2)
Beverages
343(42)
Wines
344(10)
Light Beverage Wines
344(1)
Sparkling Wines
345(1)
Fortified Wines
346(1)
Aromatic Wines
346(1)
The History of Wine
346(1)
The Making of Wine
347(2)
Matching Wine with Food
349(3)
Major Wine-Growing Regions of Europe and North America
352(2)
Beer
354(1)
The Brewing Process
355(1)
Spirits
355(5)
Whiskies
355(3)
White Spirits
358(1)
Other Spirits
358(1)
Cocktails
359(1)
Nonalcoholic Beverages
360(6)
Nonalcoholic Beer
360(1)
Coffee
360(4)
Tea
364(1)
Carbonated Soft Drinks
364(1)
Juices
365(1)
Bottled Water
366(1)
Bars and Beverage Management
366(9)
Bar Setup
366(1)
Inventory Control
367(1)
Personnel Procedures
368(1)
Restaurant and Hotel Bars
369(1)
Nightclubs
370(1)
Microbreweries
371(1)
Sports Bars
372(2)
Coffee Shops
374(1)
Liqour Liability and the Law
375(4)
Highway Deaths and Alcohol
375(2)
Underage Drinking
377(2)
Trends in the Beverage Industry
379(1)
Case Studies
379(1)
Career Information
380(1)
Summary
380(1)
Key Words and Concepts
381(1)
Review Questions
381(1)
Internet Exercises
381(1)
Apply Your Knowledge
382(1)
Suggested Activities
382(1)
Endnotes
382(3)
PART 4 Recreation, Gaming Entertainment, and Assembly Management
Recreation, Theme Parks, and Clubs
385(32)
Recreation, Leisure, and Wellness
386(2)
Government-Sponsored Recreation
388(4)
National Parks in the United States
389(1)
Public Recreation and Parks Agencies
390(2)
Commercial Recreation
392(2)
Theme Parks
392(2)
Walt Disney: A Man with a Vision
394(5)
Magic Kingdom
397(1)
Epcot
397(1)
Disney-MGM Studies
398(1)
Clubs
399(11)
Club Management
400(2)
Club Management Structure
402(4)
Country Clubs
406(1)
City Clubs
407(3)
Noncommercial Recreation
410(3)
Voluntary Organizations
410(1)
Campus, Armed Forces, and Employee Recreation
411(1)
Recreation for Special Populations
412(1)
Trends in Recreation and Leisure
413(1)
Case Studies
413(1)
Career Information
414(1)
Summary
414(1)
Key Words and Concepts
414(1)
Review Questions
415(1)
Internet Exercises
415(1)
Apply Your Knowledge
415(1)
Suggested Activities
415(1)
Endnotes
415(2)
Gaming Entertainment
417(28)
Gaming Entertainment Defined
418(6)
Historical Review of Gaming Entertainment
424(3)
Native American Gaming
425(2)
Size and Scope of Gaming Entertainment
427(1)
Key Players in the Industry
428(3)
Exciting Gaming Entertainment Projects
431(7)
Positions in Gaming Entertainment
438(2)
Hotel Operations
438(1)
Food and Beverage Operations
438(1)
Casino Operations
439(1)
Retail Operations
440(1)
Entertainment Operations
440(1)
Trends in the Gaming Entertainment Industry
440(1)
Case Studies
441(1)
Career Information
442(1)
Summary
442(1)
Key Words and Concepts
442(1)
Review Questions
443(1)
Internet Exercises
443(1)
Apply Your Knowledge
443(1)
Suggested Activities
443(1)
Endnotes
443(2)
Meetings, Conventions/Exhibitions, and Event Management
445(36)
Historical Review
446(1)
Types of Meetings
447(13)
Meetings, Incentives, Conventions, and Exhibitions
449(7)
Special Events and Off-Premise Catering
456(4)
Key Players in the Industry
460(15)
Meeting Planners
460(3)
Convention and Visitors Bureaus
463(1)
Convention Centers
464(3)
Event Management
467(5)
Specialized Services
472(3)
Trends in Conventions, Meetings, and Expositions
475(1)
Case Studies
475(1)
Career Information
476(1)
Summary
477(1)
Key Words and Concepts
477(1)
Review Questions
477(1)
Internet Exercises
477(1)
Apply Your Knowledge
478(1)
Suggested Activity
478(1)
Endnotes
478(3)
PART 5 Operational Areas of the Hospitality Industry
Leadership and Management
481(22)
Leadership
482(9)
Characteristics and Practices of Leaders
482(1)
Definition of Leadership
482(1)
Transactional Leadership
483(1)
Transformational Leadership
483(1)
Examples of Excellence in Leadership
484(1)
Demands Placed on Leaders
485(6)
Hospitality Management
491(6)
What Is Management?
492(1)
Who Are Managers?
492(1)
Key Management Functions
493(1)
Managerial Skills
494(1)
The Manager's Changing Role
495(2)
Distinction between Leadership and Management
497(1)
Trends in Leadership and Management
497(1)
Case Studies
498(1)
Career Information
499(1)
Summary
499(1)
Key Words and Concepts
499(1)
Review Questions
500(1)
Internet Exercises
500(1)
Apply Your Knowledge
500(1)
Suggested Activity
501(1)
Endnotes
501(2)
Hospitality Marketing
503(30)
Hospitality Marketing
504(3)
Desired or Felt Needs and Wants
505(1)
The Importance of Marketing
505(1)
Hospitality's Uniqueness of Product
506(1)
Competitive Advantage
507(1)
Internal Marketing
507(3)
Strategic Planning for Marketing
510(1)
Market Demand
511(1)
Competitor Analysis
512(5)
The SWOT Analysis
513(2)
Marketing Segmentation
515(2)
Positioning
517(7)
Brand Marketing
517(1)
Marketing Management and Marketing Mix
518(6)
Marketing and Sales Goals and Objectives
524(1)
Marketing Plan
525(5)
Electronic Marketing
525(1)
Understanding Markets
526(1)
Sales
527(1)
Sales Action Plan
528(2)
Trends in Hospitality Marketing and Sales
530(1)
Career Information
530(1)
Summary
531(1)
Key Words and Concepts
531(1)
Review Questions
531(1)
Internet Exercises
531(1)
Apply Your Knowledge
531(1)
Suggested Activity
531(2)
Human Resources Management
533(30)
Human Resources Leadership and Management Issues
534(1)
Changing Demographics
534(1)
Turnover
535(1)
Legal Issues
535(1)
The Importance of Human Resources
535(2)
The Human Resources Department
536(1)
Human Resources Planning
537(5)
Task Analysis
538(1)
Job Description
539(1)
Job Specification
540(1)
Productivity Standards
540(2)
Employment Law
542(1)
Recruitment
543(2)
Selection
545(2)
Orientation
547(1)
Training and Development
547(1)
Employee Development
548(1)
Performance Appraisal
549(2)
Compensation
551(1)
Employee Assistance Programs
552(2)
Benefits
554(1)
Employee Retention
554(1)
Harassment
555(2)
Coaching and Counseling
557(1)
Trends in Human Resources Management
558(1)
Case Studies
558(1)
Career Information
559(1)
Summary
559(1)
Key Words and Concepts
560(1)
Review Questions
560(1)
Internet Exercises
560(1)
Apply Your Knowledge
561(1)
Suggested Activity
561(1)
Endnotes
561(2)
Accounting, Finance, and Cost Control
563(36)
Accounting in the Hospitality Industry
564(4)
Uniform Systems of Accounts and Regulatory Agencies
565(1)
Areas or Types of Accounting
566(1)
Types of Business Organizations
567(1)
Finance in the Hospitality Industry
568(8)
Financial Statements
568(1)
Income Statement
569(2)
Balance Sheet
571(3)
Statement of Cash Flows
574(2)
Ratios
576(6)
Profitability Ratios
576(2)
Liquidity Ratios
578(1)
Operating Ratios
579(3)
Cash Flow Management
582(4)
Budgets
593
Cost Control
586(7)
Food and Beverage Cost Control
587(3)
Labor Cost Control
590(1)
Controlling Other Operating Costs
591(2)
Trends in Accounting, Finance, and Cost Control
593(3)
Career Information
596(1)
Summary
596(1)
Key Words and Concepts
596(1)
Review Questions
597(1)
Internet Exercises
597(1)
Apply Your Knowledge
597(1)
Suggested Activity
597(2)
Hospitality Information Technology
599(32)
What is Hospitality Industry Technology?
600(1)
Types of Hospitality Industry Technology Systems
601(2)
Work Group or Group Information Systems
601(1)
Electronic Mail
601(1)
Organizational Information Systems
601(1)
Global/International Information Systems
602(1)
Hospitality Information Processing
603(1)
Hotel Information Technology Systems
604(11)
Property Management Systems
604(3)
Energy Management Systems
607(1)
Call Accounting Systems
607(1)
Guest Reservation Systems
607(4)
Billing Guests
611(2)
Security
613(1)
Guest Comfort and Convenience
613(1)
Sales and Marketing
614(1)
Catering
614(1)
Restaurant and Foodservice Information Technology Systems
615(12)
Front-of-the-House Restaurant Systems
616(4)
Back-of-the-House Restaurant Systems
620(7)
Trends in Hospitality Industry Technology
627(1)
Case Studies
627(1)
Career Information
628(1)
Summary
628(1)
Key Words and Concepts
629(1)
Review Questions
629(1)
Internet Exercises
629(1)
Apply Your Knowledge
629(1)
Endnotes
630(1)
Glossary631(16)
Index647

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