Bibliographic record and links to related information available from the Library of Congress catalog.
Note: Contents data are machine generated based on pre-publication provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.
CONTENTS Preface PART ONE: PERSPECTIVES ON CAREERS IN HOSPITALITY CHAPTER 1: THE HOSPITALITY INDUSTRY AND YOU What Is Hospitality Management? CASE HISTORY 1.1: A FORMER STUDENT?S UNEXPECTED CHANGE The Manager?s Role in the Hospitality Industry Why Study in a Hospitality Management Program? Employment Opportunities Planning a Career The Meaning of Work Employment as an Important Part of Your Education Profiting from Work Experienceÿÿ Learning Strategies for Work Experience Getting a Job Getting in the Door Learning on the Jobÿÿ Other Ways of Profiting from a Job INDUSTRY PRACTICE NOTE 1.1: AN EMPLOYER?S VIEW OF JOB PLACEMENT GLOBAL HOSPITALITY NOTE 1.1: CAREER OPPORTUNITIES OVERSEAS Employment at Graduation Goals and Objectives: The Strategy of Job Placement The Outlook for Hospitality The Effect of September 11, 2001 Polarization in Hospitality Service Organizations Accelerating Competitionÿ Service Is the Difference Value Consciousness Technology Empowerment Diversity Concern with Security Concern with Food Safety and Sanitation Globalization Summary Key Words and Concepts Review Questions Internet Exercises Notes CHAPTER 2: FORCES AFFECTING GROWTH AND CHANGE IN THE HOSPITALITY INDUSTRY Managing Change Demand The Changing Age Composition of Our Population INDUSTRY PRACTICE NOTE 2.1: DEMOGRAPHICS IN PRACTICE Diversity and Cultural Change GLOBAL HOSPITALITY NOTE 2.1: AS NORTH AMERICA AGES, SOME PARTS OF THE WORLD ARE GETTING YOUNGER INDUSTRY PRACTICE NOTE 2.2: ADVOCACY FOR THE ADVANCEMENT OF WOMEN IN FOOD SERVICE Supply Land and Its Produce INDUSTRY PRACTICE NOTE 2.3: IS THE MIDDLE CLASS SHRINKING? Labor Workforce Diversity The Impact of Labor Scarcity Summary Key Words and Concepts Review Questions Internet Exercises Notes PART TWO: FOOD SERVICE CHAPTER 3: THE RESTAURANT BUSINESS The Varied Field of Food Service The Outlook for Food Service The Restaurant Business The Dining Market and the Eating Market Dining Well The Eating Market and Its Dynamics Contemporary Popular-Priced Restaurants Quick-Service Restaurants Midscale Restaurantsÿ Casual Restaurants CASE HISTORY 3.1: QUARK?S RESTAURANT SERVES EARTHLINGS TOO High-Check-Average Restaurants GLOBAL HOSPITALITY NOTE 3.1 CULINARY PREPARATION Restaurants as Part of a Larger Business Restaurants in Retail Stores Restaurants in Shopping Malls Summary Key Words and Concepts Review Questions Internet Exercises Notes CHAPTER 4: RESTAURANT OPERATIONS Restaurant Operations The Front of the Houseÿ The Back of the House INDUSTRY PRACTICE NOTE 4.1 RESEARCH CHEFS ASSOCIATION The ?Office? General Management Making a Profit in Food Service Operations Increasing Sales Reducing Costs Keeping the Score in Operations: Accounting Statements and Operating Ratios Cost of Sales Controllable Expenses Capital Costs Life in the Restaurant Business Salary Levels Summary Key Words and Concepts Review Questions Internet Exercises Notes CHAPTER 5: RESTAURANT INDUSTRY ORGANIZATION: CHAIN, INDEPENDENT, OR FRANCHISE? Chain Restaurant Systems Marketing and Brand Recognition Site Selection Expertise Access to Capitalÿÿ Purchasing Economies Control and Information Systems New Product Developmentÿ Human-Resource Program Development Chains? Market Share Independent Restaurants Operating Advantages Marketing and Brand Recognition Site Selection Access to Capital INDUSTRY PRACTICE NOTE 5.1: WORKING WITH THE SBA INDUSTRY PRACTICE NOTE 5.2: WHY GO PUBLIC? Purchasing Economics Control and Information Systems Human Resources The Independent?s Extra: Flexibilityÿ The Independent?s Imperative: Differentiationÿ Between Independent and Chain Franchised Restaurants The New Franchisee INDUSTRY PRACTICE NOTE 5.3: INTERESTED IN BECOMING A FRANCHISEE? Continuing Franchise Services The Franchisee?s Viewÿ The Franchisee?s View Franchisor?Franchisee Relations Franchising: A Middle Way INDUSTRY PRACTICE NOTE 5.4: ROSENBERG INTERNATIONAL CENTER OF FRANCHISING Summary Key Words and Concepts Review Questions Internet Exercises Notes CHAPTER 6: COMPETITIVE FORCES IN FOOD SERVICE Competitive Conditions in Food Service The Marketing Mix CASE HISTORY 6.1: FINDING THE PROPER MARKETING MIX?SHAKEY?S PIZZA Product Price Place?and Places Promotion INDUSTRY PRACTICE NOTE 6.1: THE WEALTHIEST CONSUMERS Competition with Other Industries Convenience Stores Supermarkets The Home as Competition Summary Key Words and Concepts Review Questions Internet Exercises Notes CHAPTER 7: ON-SITE FOOD SERVICE Comparing On-Site and Commercial Food Services GLOBAL HOSPITALITY NOTE 7.1: INTERNATIONAL PERSPECTIVES Self-Operated Facilities Managed-Services Companies Pros and Cons of Managed Services Business and Industry Food Service INDUSTRY PRACTICE NOTE 7.1: MEASURING GUEST PARTICIPATION College and University Food Service College Students as Customers Health Care Food Service The Dietetic Professional The Dietetic Technicianÿ The Dietary Managerÿ Dietary Department Organization Trends in Health Care Food Service School and Community Food Service The School Food Service Model Contract Companies in School Food Service Trends in School Food Service Service Programs for the Aging Community-Based Services Retirement Housing Facilities and Communities Other Segments Recreation Private Clubs Transportation Vending Summary Key Words and Concepts Review Questions Internet Exercises Notes CHAPTER 8: ISSUES FACING FOOD SERVICE Consumer Concerns Health and Wellness Junk Food and a Hectic Pace Nutritional Labeling INDUSTRY PRACTICE NOTE 8.1: DEFINING HEALTH CLAIMS Food Safety and Sanitation Alcohol and Dining Food Service and the Environment Thinking about Garbage: From Dump to Waste Stream Managing the Waste Stream Technology Enhancing Customer Serviceÿ INDUSTRY PRACTICE NOTE 8.2: ESP SYSTEMS Technology in the Back of the House Technology, the Internet, and Food Service Marketing Technology and Management Summary Key Words and Concepts Review Questions Internet Exercises Notes PART THREE: LODGING CHAPTER 9: LODGING: MEETING GUEST NEEDS The Evolution of Lodging The History of Lodging The Evolution of the Motel The Motor Hotel INDUSTRY PRACTICE NOTE 9.1: THE EUROPEAN DISTINCTION OF INDEPENDENT PROPERTIES Classifications of Hotel Properties Hotels Classified by Price Hotels Classified by Function Hotels Classified by Locationÿÿ Hotels Classified by Market Segment INDUSTRY PRACTICE NOTE 9.2: TRENDS IN SPA OPERATIONS Other Hotel Classifications Types of Travelers Business Traveler Other Segments International Travelers Anticipating Guest Needs in Providing Hospitality Service INDUSTRY PRACTICE NOTE 9.3: CREATIVITY IS EVIDENT IN HOTEL PROPERTIES INDUSTRY PRACTICE NOTE 9.4: THE HOTEL OF THE "NOT SO DISTANT" FUTURE Service, Service, Service INDUSTRY PRACTICE NOTE 9.5: HOTEL RATING SERVICES Employees as the Internal Customers Summary Key Words and Concepts Review Questions Internet Exercises Notes CHAPTER 10: HOTEL AND LODGING OPERATIONS Major Functional Departments The Rooms Side of the House The Front Office Automation of the Front Office Reservations and Yield Managementÿ Housekeeping INDUSTRY PRACTICE NOTE 10.1: HOUSEKEEPING Telecommunications Call Accounting Systems Uniformed Services Staff INDUSTRY PRACTICE NOTE 10.2: THE CONCIERGE Security Hotel Food and Beverage Operations INDUSTRY PRACTICE NOTE 10.3: PROS AND CONS OF OUTSOURCING FOOD AND BEVERAGE OPERATIONS Banquets Food Production Sanitation and Utility Leased Restaurants Staff and Support Departments Sales and Marketing Accounting Human Resources Engineering Income and Expense Patterns and Control The Uniform System of Accounts Entry Ports and Careers Front Office Accountingÿ Sales and Marketing Food and Beverage Owning Your Own Hotel Summary Key Words and Concepts Review Questions Internet Exercises Notes CHAPTER 11: FORCES SHAPING THE HOTEL BUSINESS The Economics of the Hotel Business A Cyclical Business Hotel Cycles and Financial Performanceÿÿ INDUSTRY PRACTICE NOTE 11.1: HOTEL OPERATIONS AFTER KATRINA RevPAR Hotels as Real Estate INDUSTRY PRACTICE NOTE 11.2: HOTELS IN MIXED-USE DEVELOPMENTS INDUSTRY PRACTICE NOTE 11.2: THE ELEMENTS OF THE HOTEL International Hotel Development Private Equity Investments The Securitization of the Hotel Industry The Hazards of Public Ownership CASE HISTORY 11.1: GOING PUBLIC: SOME GOOD NEWS AND SOME BAD Dimensions of the Hotel Investment Decision Financial An Operating Business Segmentation: For Guests or Developers? Management Companies Asset Management Entrepreneurial Opportunities Summary Key Words and Concepts Review Questions Internet Exercises Notes CHAPTER 12: COMPETITION IN THE LODGING BUSINESS The Conditions of Competition A Fragmented Market A Cyclical Market Cost Structure Securitization Technological Revolution The Marketing Mix in Lodging Competitive Tactics Product in a Segmented Market Food Service Other Services and Amenities INDUSTRY PRACTICE NOTE 12.1: HOTEL HONORED AMONG WORLD BUSINESS HOTELS Systemwide Services INDUSTRY PRACTICE NOTE 12.2: FRANCHISORS?FRANCHISEES: A GROWING TEAM APPROACH Price and Pricing Tactics Yield Management Place?and Places Location Distribution Channels INDUSTRY PRACTICE NOTE 12.3: TRAVEL INTERMEDIARIES: UTELL ACQUIRES UNIREZ Promotion: Marketing Communication Advertising in Mass Media Advertising on the Internetÿ Sales Promotion Summary Key Words and Concepts Review Questions Internet Exercises NOTES PART FOUR: TRAVEL AND TOURISM CHAPTER 13: TOURISM: FRONT AND CENTER The Importance of Tourism Factors Affecting Travel and Tourism Growing Leisure Time? Income Trends Demographics and Travel Travel Trends GLOBAL HOSPITALITY NOTE 13.1: PUBLIC ANXIETY AND THE TRAVEL INDUSTRY Mode of Travel Trip Duration The Economic Significance of Tourism Tourism and Employment Publicity as an Economic Benefit The United States as an International Tourist Attraction Measuring the Volume Reasons for Growth of the United States as a Destination Businesses Serving the Traveler Passenger Transportation Channels of Distribution Reservation Networks Noneconomic Effects of Tourism Crowdingÿ Favorable Noneconomic Effects GLOBAL HOSPITALITY NOTE 13.2: VOLUNTEER TOURISM Summary Key Words and Concepts Review Questions Internet Exercises Notes CHAPTER 14: DESTINATIONS: TOURISM GENERATORS 1.0 Motives and Destinations 2.0 Mass-Market Tourism 3.0 Planned Play Environments 4.0 Theme Parks 4.1 Themes 4.2 Scaleÿ 4.3 Regional Theme Parksÿ INDUSTRY PRACTICE NOTE 14.1: A DIFFERENT KIND OF THEME PARK 4.4ÿThemes and Cities 4.5 Employment and Training Opportunities 5.0 Casinos and Gaming 5.1 Las Vegasÿ 5.2 Laughlin (Clark County)ÿ 5.3 Atlantic Cityÿÿ CASE HISTORY 14.1: CHANGES COME TO ATLANTIC CITY Mississippi Gulf Coast 5.5 Other Markets 5.6 Casino Markets and the Business of Casinosÿÿ Casino Staffing 6.0 Urban Entertainment Centers CASE HISTORY 14.2: THE NATIONAL RESTAURANT ASSOCIATION RESTAURANT SHOW 6.1 Shopping Centers 6.2 ÿZoos, Sanctuaries, and Aquariums 7.0 Temporary Attractions: Fairs and Festivals CASE HISTORY 14.3: THE NEW ORLEANS JAZZ FEST 8.0 Natural Environments 9.0 On a Lighter Note? 10.0 Summary Key Words and Concepts Review Questions Internet Exercises Notes PART FIVE: HOSPITALITY AS A SERVICE INDUSTRY CHAPTER 15: THE ROLE OF SERVICE IN THE HOSPITALITY INDUSTRY 1.0 A Study of Service 2.0 What Is Service? INDUSTRY PRACTICE NOTE 21.1: SIX SIGMA COMES TO THE HOSPITALITY INDUSTRY 2.1 Types of Service 3.0 Rendering Personal Service INDUSTRY PRACTICE NOTE 21.2: SERVICE AND STRESS 3.1 Task 3.2 Interpersonal Skills 4.0 Managing the Service Transaction 4.1 The Product View of Service 4.2ÿThe Process View: Empowerment Production or Process View? 5.0 How Companies Organize for Service 5.1 Service StrategyService Culture 5.2 The Employee as Product: The Importance of People 5.3 Service as a Sustainable Competitive Advantage 6.0 Summary Key Words and Concepts Review Questions Internet Exercises Notes Index
Library of Congress Subject Headings for this publication: