FREE SHIPPING BOTH WAYS
ON EVERY ORDER!
LIST PRICE:
$97.60

Sorry, this item is currently unavailable.

Introduction to Hospitality Management

ISBN: 9780132369206 | 0132369206
Edition: 3rd
Format: Hardcover
Publisher: Pearson College Div
Pub. Date: 1/1/2010

Why Rent from Knetbooks?

Because Knetbooks knows college students. Our rental program is designed to save you time and money. Whether you need a textbook for a semester, quarter or even a summer session, we have an option for you. Simply select a rental period, enter your information and your book will be on its way!

Top 5 reasons to order all your textbooks from Knetbooks:

  • We have the lowest prices on thousands of popular textbooks
  • Free shipping both ways on ALL orders
  • Most orders ship within 48 hours
  • Need your book longer than expected? Extending your rental is simple
  • Our customer support team is always here to help
SummaryTable of ContentsAuthor Biography
For courses in Introduction to Hospitality and Hospitality Management.Capturing the flavor and breadth of the industry, Introduction to Hospitality Management, Second Edition, explores all aspects of the field including: travel and tourism; lodging; foodservice; meetings, conventions and expositions; and leisure and recreation. Devoting six chapters to management, the text focuses on hospitality and management and uses first-person accounts, corporate profiles and industry morsels to foster a student's appreciation for the field. This new editi... MORE
To the Studentxxv
Prefacexxxv
Acknowledgmentsxxxix
About the Authorxli
PART 1 The Hospitality Industry and Careers in Hospitality
... MORE1(118)
Welcome to the Hospitality Industry
3(28)
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
10(1)
Mission Statement
11(1)
Goals
11(1)
Strategies
11(1)
The Focus on Service
12(1)
Success in Service
12(14)
Moments of Truth
16(1)
Ways to Improve Service
17(1)
Service and Total Quality Management
17(5)
The Disney Approach to Guest Service
22(4)
Trends
26(1)
Summary
27(1)
Key Words and Concepts
28(1)
Review Questions
28(1)
Internet Exercises
28(1)
Apply Your Knowledge
28(1)
Suggested Activity
28(1)
Endnotes
29(1)
Web Resources
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(1)
Career Paths and Resume Writing
70(3)
Resumes
71(1)
Cover Letters
71(2)
Academic Record
73(1)
Work Experience
73(1)
Extracurricular Activities
73(1)
Job Interviews
73(3)
How to Interview
74(2)
Trends
76(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
78(1)
Endnotes
78(1)
Web Resources
79(2)
Tourism
81(38)
What Is Tourism?
82(1)
Tourism for Prosperity and Peace
83(9)
Long-Term Prospects: Tourism 2020 Vision
84(1)
Definition of Tourism
85(1)
Airlines
86(1)
Cruise Ships
87(5)
Tourism Organizations
92(3)
International Organizations
93(1)
Domestic Organizations
94(1)
State Offices of Tourism
94(1)
City-Level Offices of Tourism and Convention Centers
95(1)
The Economic Impact of Tourism
95(2)
The Multiplier Effect
96(1)
Promoters of Tourism
97(7)
Tour Operators
97(1)
Travel Agencies
98(1)
Commission Caps
99(1)
Travel Corporations
99(1)
Corporate Travel Manager
100(1)
Travel and Tour Wholesalers
101(1)
Certified Travel Counselor (CTC)
101(1)
National Offices of Tourism (NOT)
101(1)
Destination Management Companies (DMCs)
102(2)
Why People Travel
104(5)
Pleasure Travel
104(3)
Business Travel
107(2)
Social and Cultural Impact of Tourism
109(3)
Sustainable Tourism and Ecotourism
112(1)
Cultural, Heritage, and Nature Tourism
113(1)
Trends in Tourism and Travel
114(2)
Summary
116(1)
Key Words and Concepts
117(1)
Review Questions
117(1)
Internet Exercises
117(1)
Apply Your Knowledge
117(1)
Suggested Activity
117(1)
Endnotes
118(1)
Web Resources
118(1)
PART 2 Lodging
119(120)
The Hotel Business
121(38)
Hotel Development and Ownership
122(6)
Franchising
122(3)
Is There a Franchise in Your Future?
125(3)
Referral Associations
128(4)
Management Contracts
129(2)
Real Estate Investment Trust (REIT)
131(1)
Classification of Hotels
132(16)
City Center Hotels
135(1)
Resort Hotels
135(3)
Vacation Ownership
138(3)
What Is Vacation Ownership?
141(1)
Airport Hotels
142(1)
Freeway Hotels and Motels
143(1)
Casino Hotels
143(1)
Convention Hotels
144(1)
Full-Service Hotels
145(1)
Economy/Budget Hotels
145(1)
Boutique Hotels
145(1)
Extended-Stay Hotels
146(1)
All-Suite Extended-Stay Hotels
147(1)
Bed and Breakfast Inns
147(1)
Hotel Integration
148(2)
Vertical Integration
148(2)
Best, Biggest, and Most Unusual Hotels and Chains
150(2)
The Best Hotel Chains
150(1)
The Most Unusual Hotels
150(2)
International Perspective
152(1)
Trends in Hotel Development
153(2)
Summary
155(1)
Key Words and Concepts
155(1)
Review Questions
155(1)
Internet Exercises
156(1)
Apply Your Knowledge
156(1)
Suggested Activity
156(1)
Endnotes
156(1)
Web Resources
157(2)
Rooms Division Operations
159(48)
The Functions and Departments of a Hotel
160(1)
Role of the Hotel General Manager
161(1)
Management Structure
162(2)
The Executive Committee
163(1)
The Departments
164(11)
Rooms Division
164(1)
Front Office
165(5)
Night Auditor
170(5)
Hotel Information Technology Systems
175(7)
Property Management Systems
175(3)
Energy Management Systems
178(1)
Call Accounting Systems
178(1)
Guest Reservation Systems
178(1)
Billing Guests
179(2)
Security
181(1)
Guest Comfort and Convenience
182(1)
Revenue Management
182(2)
Reservations
184(2)
Communications CBX or PBX
186(1)
Guest Services/Uniformed Services
186(3)
Concierge
189(1)
Housekeeping
190(9)
Laundry
197(2)
Security/Loss Prevention
199(1)
Trends in Hotel and Rooms Division Operations
200(3)
Summary
203(1)
Key Words and Concepts
203(1)
Review Questions
204(1)
Internet Exercises
204(1)
Apply Your Knowledge
204(1)
Suggested Activity
204(1)
Endnotes
204(1)
Web Resources
205(2)
Food and Beverage Operations
207(32)
Food and Beverage Management
208(4)
Kitchen
212(5)
Food Operations
217(3)
Bars
220(3)
Stewarding Department
223(1)
Catering Department
224(9)
Position Profile
227(2)
Catering Event Order
229(3)
Catering Coordinator
232(1)
Catering Services Manager
232(1)
Room Service/In-Room Dining
233(2)
Trends in Food and Beverage Operations
235(2)
Summary
237(1)
Key Words and Concepts
237(1)
Review Questions
237(1)
Internet Exercises
238(1)
Apply Your Knowledge
238(1)
Suggested Activities
238(1)
Endnote
238(1)
Web Resources
238(1)
PART 3 Restaurants and Managed Services
239(140)
The Restaurant Business
241(28)
The Restaurant Business
242(6)
Culinary Arts
242(3)
Culinary Practices (Courtesy of Mike Zema)
245(3)
Classifications of Restaurants
248(16)
Full-Service Restaurants
249(7)
Casual Dining and Dinner House Restaurants
256(3)
Quick-Service (QSR) Fast-Food Restaurants
259(5)
Trends in the Restaurant Business
264(1)
Food Trends and Practices
264(1)
Summary
265(1)
Key Words and Concepts
265(1)
Review Questions
266(1)
Internet Exercises
266(1)
Apply Your Knowledge
266(1)
Suggested Activities
266(1)
Endnotes
266(1)
Web Resources
267(2)
Restaurant Operations
269(38)
Front of the House
270(9)
Restaurant Forecasting
272(1)
Service
272(3)
Suggestive Selling
275(1)
Front-of-the-House Restaurant Systems
276(1)
Back-of-the-House Restaurant Systems
277(2)
Back of the House
279(23)
Food Production
280(2)
Kitchen/Food Production
282(2)
Management Involvement and Follow Up
284(1)
Employee Recognition
284(2)
Purchasing
286(2)
Receiving
288(1)
Storing/Issuing
288(1)
Budgeting
289(1)
Restaurant Accounting
289(8)
Lease and Controllable Expenses
297(2)
Restaurant Manager Job Analysis
299(3)
Trends in Restaurant Operations
302(2)
Summary
304(1)
Key Words and Concepts
304(1)
Review Questions
304(1)
Internet Exercises
305(1)
Apply Your Knowledge
305(1)
Suggested Activities
305(1)
Endnotes
305(1)
Web Resources
305(2)
Managed Services
307(30)
Overview
308(1)
Airlines and Airports
309(3)
In-Flight and Airport Foodservice
309(3)
Military
312(1)
Elementary and Secondary Schools
313(3)
Nutrition Education Programs
315(1)
Colleges and Universities
316(9)
Student Unions
317(3)
Responsibilities in Managed Services
320(3)
Managed Services Career Paths
323(2)
Health Care Facilities
325(2)
Business and Industry
327(3)
Managed Services Other Than Food
330(1)
Leisure and Recreation
330(2)
Stadium Points of Service
331(1)
Other Facilities
331(1)
Advantages and Disadvantages
331(1)
Trends in Managed Services
332(2)
Summary
334(1)
Key Words and Concepts
334(1)
Review Questions
334(1)
Internet Exercises
335(1)
Apply Your Knowledge
335(1)
Suggested Activity
335(1)
Endnotes
335(1)
Web Resources
335(2)
Beverages
337(42)
Wines
338(11)
Light Beverage Wines
338(1)
Sparkling Wines
339(1)
Fortified Wines
340(1)
Aromatic Wines
340(1)
The History of Wine
340(1)
Making Wine
341(2)
Matching Wine with Food
343(3)
Major Winegrowing Regions of Europe and North America
346(2)
Australian Wines
348(1)
Beer
349(1)
The Brewing Process
349(1)
Spirits
349(5)
Whiskies
350(2)
White Spirits
352(1)
Other Spirits
353(1)
Cocktails
353(1)
Nonalcoholic Beverages
354(7)
Nonalcoholic Beer
354(1)
Coffee
354(4)
Tea
358(2)
Carbonated Soft Drinks
360(1)
Juices
360(1)
Bottled Water
361(1)
Bars and Beverage Management
361(9)
Bar Setup
362(1)
Inventory Control
362(1)
Personnel Procedures
363(1)
Restaurant and Hotel Bars
364(1)
Nightclubs
365(2)
Microbreweries/Brewpubs
367(1)
Sports Bars
367(2)
Coffee Shops
369(1)
Liquor Liability and the Law
370(4)
Highway Deaths and Alcohol
370(2)
Underage Drinking
372(2)
Trends in the Beverage Industry
374(1)
Summary
375(1)
Key Words and Concepts
376(1)
Review Questions
376(1)
Internet Exercises
376(1)
Apply Your Knowledge
377(1)
Suggested Activities
377(1)
Endnotes
377(1)
Web Resources
377(2)
PART 4 Recreation, Gaming Entertainment, and Assembly Management
379(98)
Recreation, Theme Parks, and Clubs
381(34)
Recreation, Leisure, and Wellness
382(2)
Government-Sponsored Recreation
384(3)
National Parks in the United States
384(2)
Public Recreation and Parks Agencies
386(1)
Commercial Recreation
387(3)
Theme Parks
387(3)
Walt Disney: A Man with a Vision
390(6)
Magic Kingdom
393(1)
Epcot
393(1)
Disney--MGM Studios
394(2)
Clubs
396(10)
Club Management
396(1)
Club Management Structure
397(4)
Country Clubs
401(1)
City Clubs
402(4)
Noncommercial Recreation
406(3)
Voluntary Organizations
406(1)
Campus, Armed Forces, and Employee Recreation
407(2)
Recreation for Special Populations
409(1)
Trends in Recreation and Leisure
409(1)
Summary
410(1)
Key Words and Concepts
411(1)
Review Questions
411(1)
Internet Exercises
411(1)
Apply Your Knowledge
411(1)
Suggested Activities
412(1)
Endnotes
412(1)
Web Resources
412(3)
Gaming Entertainment
415(28)
Gaming Entertainment Defined
416(6)
Historical Review of Gaming Entertainment
422(4)
Native American Gaming
424(2)
Size and Scope of Gaming Entertainment
426(1)
Key Players in the Industry
427(3)
Exciting Gaming Entertainment Projects
430(5)
Positions in Gaming Entertainment
435(3)
Hotel Operations
435(1)
Food and Beverage Operations
436(1)
Casino Operations
437(1)
Retail Operations
437(1)
Entertainment Operations
437(1)
Trends in the Gaming Entertainment Industry
438(1)
Summary
439(1)
Key Words and Concepts
439(1)
Review Questions
440(1)
Internet Exercises
440(1)
Apply Your Knowledge
440(1)
Suggested Activities
440(1)
Endnotes
440(1)
Web Resources
441(2)
Meetings, Incentive Travel, Conventions, Exhibitions (MICE), and Event Management
443(34)
Historical Review
444(1)
Types of Meetings
445(13)
Meetings, Incentives, Conventions, and Exhibitions
447(7)
Special Events and Off-Premise Caterings
454(4)
Key Players in the Industry
458(14)
Meeting Planners
458(2)
Convention and Visitors Bureaus
460(1)
Convention Centers
461(3)
Event Management
464(5)
Specialized Services
469(3)
Trends in Conventions, Meetings, and Expositions
472(2)
Summary
474(1)
Key Words and Concepts
474(1)
Review Questions
474(1)
Internet Exercises
475(1)
Apply Your Knowledge
475(1)
Suggested Activity
475(1)
Endnotes
475(1)
Web Resources
476(1)
PART 5 Managerial Areas of the Hospitality Industry
477(170)
Leadership and Management
479(22)
Leadership
480(8)
Characteristics and Practices of Leaders
480(1)
Definitions of Leadership
480(2)
Transactional Leadership
482(1)
Transformational Leadership
482(1)
Examples of Excellence in Leadership
483(2)
Demands Placed on Leaders
485(3)
Hospitality Management
488(7)
What Is Management?
490(1)
Who Are Managers?
490(1)
Key Management Functions
491(1)
Managerial Skills
492(1)
The Manager's Changing Role
493(2)
Distinction Between Leadership and Management
495(1)
Trends in Leadership and Management
496(1)
Summary
497(1)
Key Words and Concepts
497(1)
Review Questions
498(1)
Internet Exercises
498(1)
Apply Your Knowledge
498(1)
Suggested Activity
498(1)
Endnotes
498(1)
Web Resources
499(2)
Planning
501(26)
What Is Planning?
502(2)
The Purpose of Planning
503(1)
Strategic Planning
504(6)
Strategic Planning and Strategic Management
504(1)
Strategic Planning Process
505(1)
Corporate-Level Strategies
505(3)
Strengths, Weaknesses, Opportunities, and Threats Analysis
508(1)
Environmental Scanning and Forecasting
508(2)
Operational Planning
510(12)
How Do Managers Plan?
510(1)
Operational Goal Setting
511(1)
Operational Objectives
512(5)
Policies, Procedures, and Rules
517(1)
Budgeting
518(2)
Scheduling
520(1)
Project Management
521(1)
Trends in Planning
522(1)
Summary
523(1)
Key Words and Concepts
523(1)
Review Questions
524(1)
Internet Exercise
524(1)
Apply Your Knowledge
524(1)
Endnotes
524(1)
Web Resources
525(2)
Organizing
527(26)
From Planning to Organizing
528(1)
The Purpose of Organizing
528(1)
Defining Organizational Structure
529(3)
Work Specialization and Division of Labor
529(2)
Departmentalization
531(1)
Authority and Responsibility
532(5)
Chain of Command
533(1)
Increasing Span of Control
534(1)
Empowerment
535(1)
Centralization and Decentralization
536(1)
Organizational Design Decisions
537(6)
Mechanistic and Organic Organizations
537(1)
Coordination of Activities
538(1)
Contingency Planning
539(1)
Contemporary Organizational Designs
540(3)
Teams and Employee Involvement
543(4)
Group Dynamics
543(2)
How Companies Use Teams at Work
545(1)
How to Build Productive Teams
545(1)
Job Rotation
546(1)
Job Enlargement and Job Enrichment
547(1)
Trends in Organizing
547(2)
Summary
549(1)
Key Words and Concepts
549(1)
Review Questions
550(1)
Internet Exercise
550(1)
Apply Your Knowledge
550(1)
Endnotes
550(1)
Web Resources
551(2)
Communication and Decision Making
553(30)
Managerial Communication
554(1)
What Is Communication?
554(1)
Interpersonal Communications Process
554(6)
Communicating Interpersonally
556(1)
Barriers to Effective Interpersonal Communication
557(2)
Overcoming Barriers to Effective Interpersonal Communication
559(1)
Organizational Communication
560(4)
Formal and Informal Communication
561(1)
Communication Flows and Networks
561(3)
The Decision-Making Process
564(5)
Step 1: Identification and Definition of Problem
565(1)
Step 2: Identification of Decision Criteria
565(2)
Step 3: Allocation of Weights to Criteria
567(1)
Step 4: Development of Alternatives
567(1)
Step 5: Analysis of Alternatives
568(1)
Step 6: Selection of Alternative
568(1)
Step 7: Implementation of Alternative
569(1)
Step 8: Evaluation of Decision Effectiveness
569(1)
How Managers Make Decisions
569(4)
Making Decisions: Rationality, Bounded Rationality, and Intuition
569(4)
Types of Problems and Decisions
573(1)
Decision-Making Conditions
574(1)
Decision-Making Styles
575(3)
Trends in Communication and Decision Making
578(1)
Summary
578(2)
Key Words and Concepts
580(1)
Review Questions
580(1)
Internet Exercise
580(1)
Apply Your Knowledge
580(1)
Endnotes
581(2)
Human Resources and Motivation
583(40)
Human Resources Leadership and Management Issues
584(1)
Changing Demographics
584(1)
Turnover
585(1)
Legal Issues
585(1)
The Importance of Human Resources
585(2)
The Human Resources Department
587(1)
The Role of the Human Resources Department
587(4)
Task Analysis, Job Description, and Job Specification
588(1)
Productivity Standards
589(2)
Employment Law
591(2)
Recruitment and Selection
593(3)
Orientation
596(1)
Training and Development
597(1)
Employee Development
598(1)
Performance Appraisal
599(2)
Employee Assistance Programs
601(1)
Motivation
601(4)
McGregor's Theory X and Theory Y
601(2)
Herzberg's Motivation---Hygiene Theory
603(1)
Maslow's Hierarchy of Needs
604(1)
Contemporary Theories of Motivation
605(3)
Three-Needs Theory
605(1)
Goal-Setting and Reinforcement Theory
606(1)
Equity Theory
606(1)
Expectancy Theory
607(1)
Motivating a Diverse Workforce
608(8)
Pay-for-Performance Programs
609(2)
Open-Book Management
611(1)
Motivating the New Workforce
612(3)
From Theory to Practice: Additional Suggestions for Motivating Employees
615(1)
Trends in Human Resources and Motivation
616(2)
Summary
618(1)
Key Words and Concepts
619(1)
Review Questions
619(1)
Internet Exercise
620(1)
Apply Your Knowledge
620(1)
Suggested Activity
620(1)
Endnotes
620(1)
Web Resources
621(2)
Control
623(24)
What Is Control?
624(1)
Why Is Control Important?
625(1)
The Control Process
626(5)
Setting Standards
626(1)
Measuring
627(3)
Comparing Results
630(1)
Taking Managerial Action
630(1)
Types of Control
631(3)
Other Types of Control
634(3)
Food and Beverage Controls
634(1)
Operational Financial Controls
634(3)
Qualities of an Effective Control System
637(1)
Contingency Plans and Control
638(1)
Adjusting Controls for Cultural Differences
638(2)
Contemporary Issues in Control
640(3)
Workplace Privacy
640(1)
Employee Theft
641(1)
Workplace Violence
641(2)
Trends in Control
643(1)
Summary
644(1)
Key Words and Concepts
644(1)
Review Questions
644(1)
Internet Exercise
645(1)
Apply Your Knowledge
645(1)
Endnotes
645(2)
Glossary647(10)
Photo Credits657(4)
Index661
John R. Walker is the McKibbon Professor of Hotel and Restaurant Management at the University of South Florida, Sarasota-Manatee.

Related Products


  • Access Card for Introduction to Hospitality Management
    Access Card for Introduction t...
  • Introduction to Hospitality Management
    Introduction to Hospitality Ma...
  • Introduction to Hospitality Management
    Introduction to Hospitality Ma...
  • Outlines and Highlights for Introduction to Hospitality Management by John R Walker, Isbn : 9780135061381
    Outlines and Highlights for In...
  • Outlines and Highlights for Introduction to Hospitality Management by Walker, John R , Isbn : 9780132369206
    Outlines and Highlights for In...


Please wait while this item is added to your cart...