Table of contents for Introduction to the hospitality industry / Clayton W. Barrows, Tom Powers.

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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:

Hospitality industry.