Table of contents for Introduction to hospitality / John R. Walker.

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.


Counter
Contents
Preface 
PART 1 THE HOSPITALITY INDUSTRY AND TOURISM	1
CHAPTER 1	Welcome to the Hospitality Industry	3
WELCOME TO YOU, THE FUTURE HOSPITALITY INDUSTRY LEADERS!	4
The Pineapple Tradition	 6
THE INTERRELATED NATURE OF HOSPITALITY AND TOURISM 	7
CHARACTERISTICS OF THE HOSPITALITY INDUSTRY 10
HOSPITALITY INDUSTRY PHILOSOPHY 13	
Service Philosophy Is a Way of Life 13
SUCCESS IN SERVICE 14
Moments of Truth 16
THE FOCUS ON SERVICE	18
Perfecting Service	19
Service and Total Quality Management 20
The Disney Approach to Guest Service 25
Opening Disneyland	27
TRENDS IN HOSPITALITY AND TOURISM 29
SUMMARY 31
KEY WORDS AND CONCEPTS 31
REVIEW QUESTIONS 32
INTERNET EXERCISES 32
APPLY YOUR KNOWLEDGE 32
SUGGESTED ACTIVITY 32
ENDNOTES 33
CHAPTER 2	Tourism 35
HIGHLIGHTS OF TOURISM	36
WHAT IS TOURISM?	37
BENEFITS OF TOURISM	39
Long-Term Prospects: Tourism 2020 Vision 40
THE FIVE AGES OF TOURISM	41
Pre-Industrial Revolution	41
RAIL, AUTOMOBILE, AND COACH TRAVEL	43
TRAVELING BY TRAIN	43
Rail Travel Abroad	44
Does the Train Have a Future? 	44
TRAVELING BY CAR	45
Rental Cars	46
Traveling by Bus	46
Airlines		47
Cruise Ships	51
THE ECONOMIC IMPACT OF TOURISM	58
The Multiplier Effect	59
PROMOTERS OF TOURISM 60
State Offices of Tourism	60
City-Level Offices of Tourism and Convention Centers	61
Tour Operators 61
Travel Agencies 61
Commission Caps 62
Tour Wholesalers and Consolidators	63
National Offices of Tourism 	63
Destination Management Companies	63
WHY PEOPLE TRAVEL 66
Leisure / Pleasure Travel 66
Push/Pull Model	68
Business Travel 70
SOCIAL AND CULTURAL IMPACT OF TOURISM 72
ECOTOURISM 74
SUSTAINABLE TOURISM	75
Other Great Ways to be a Sustainable Tourist	77
CULTURAL, HERITAGE, NATURE, AND VOLUNTEER TOURISM	77
TRENDS IN TOURISM AND TRAVEL 79
CASE STUDY	80
SUMMARY 81
KEY WORDS AND CONCEPTS 81
REVIEW QUESTIONS 82
INTERNET EXERCISES 82
APPLY YOUR KNOWLEDGE 82
SUGGESTED ACTIVITY 82
ENDNOTES 83
PART 2	 LODGING	85
CHAPTER 3	The Hotel Business	87
HOTEL DEVELOPMENT AND OWNERSHIP 88
Franchising 88
Referral Associations	94
Management Contracts 95
Real Estate Investment Trust	96
NEW HOTEL CONSTRUCTION	98
CLASSIFICATION OF HOTELS 98
City Center Hotels 100
Resort Hotels 101
Vacation Ownership 103
Freeway Hotels and Motels 106
Casino Hotels 106
Convention Hotels 106
Full-Service Hotels 107
Economy/Budget Hotels 107
Boutique Hotels	108
Extended-Stay Hotels 108
All-Suite Extended-Stay Hotels 108
Condotels	109
Mixed-Use Hotels	109
Bed and Breakfast Inns 109
BEST, BIGGEST, AND MOST UNUSUAL HOTELS AND CHAINS 111
The Best Hotel and Chains 111
The Most Unusual Hotels 111
Vacation Ownership	112
INTERNATIONAL PERSPECTIVE 114
SUSTAINABLE LODGING	115
TRENDS IN HOTEL DEVELOPMENT 116
CASE STUDY 117
SUMMARY 118
KEY WORDS AND CONCEPTS 118
REVIEW QUESTIONS 118
INTERNET EXERCISES 118
APPLY YOUR KNOWLEDGE	119
SUGGESTED ACTIVITY 119
ENDNOTES 119
CHAPTER 4	Rooms Division Operations 121
THE FUNCTIONS AND DEPARTMENTS OF A HOTEL 122
MANAGEMENT STRUCTURE	123
ROLE OF THE HOTEL GENERAL MANAGER 123
The Executive Committee 125
THE DEPARTMENTS 126
Rooms Division 126
Front Office 128
Night Auditor 132
HOTEL INFORMATION TECHNOLOGY SYSTEMS	135
Property Management Systems	138
Energy Management Systems	139
Call Accounting Systems	140
Guest Reservation Systems	140
Billing Guests	142
Security	142
Guest Comfort and Convenience	142
REVENUE AND YIELD MANAGEMENT	143
RESERVATIONS	145
COMMUNICATIONS CBX OR PBX	146
GUEST SERVICES/UNIFORMED SERVICES	147
CONCIERGE	149
HOUSEKEEPING	150
Green Hotel Initiatives	156
Laundry	156
SECURITY/LOSS PREVENTION 157
TRENDS IN HOTEL AND ROOMS DIVISION OPERATIONS 158
CASE STUDIES 159
SUMMARY 161
KEY WORDS AND CONCEPTS 162
REVIEW QUESTIONS 162
INTERNET EXCERCISES 162
APPLY YOUR KNOWLEDGE 163
SUGGESTED ACTIVITY 163
ENDNOTES 163
CHAPTER 5	Food and Beverage Operations 	165
FOOD AND BEVERAGE MANAGEMENT 166
KITCHEN 171
FOOD OPERATIONS	175
BARS 178
STEWARDING DEPARTMENT 181
CATERING DEPARTMENT 182
Position Profile 184
Catering Event Order 187
Catering Coordinator 189
Catering Services Manager 190
ROOM SERVICE/IN-ROOM DINING 191
TRENDS IN LODGING FOOD AND BEVERAGE OPERATIONS 193
CASE STUDIES 193
CAREER INFORMATION 242
SUMMARY 194
KEY WORDS AND CONCEPTS 195
REVIEW QUESTIONS 195
INTERNET EXERCISES 196
APPLY YOUR KNOWLEDGE 196
SUGGESTED ACTIVITIES 197
PART 3		RESTAURANTS, MANAGED SERVICES, AND BEVERAGES	199
CHAPTER 6	The Restaurant Business	201
THE RESTAURANT BUSINESS	202
Classical Cuisine	202
Food Trends and Practices	205
Culinary Practices 206
DEVELOPING A RESTAURANT	208
Operating Philosophy, Mission, Goals, and Objectives	208
Restaurant Market	208
Restaurant Concept	210
Restaurant Locations	211
Restaurant Ambiance	212
MENU PLANNING	213
Needs and Desires of Guests	214
Capabilities of Cooks	214
Equipment Capacity and Layout	215
Consistency and Availability of Menu Ingredients	215
Price and Pricing Strategy	215
Nutritional Value	216
Accuracy in Menu	217
Menu Analysis	217
Menu Engineering	217
Menu Design and Layout	217
CLASSIFICATIONS OF RESTAURANTS 218
Full ¿Service Restaurants 219
Casual Dining and Dinner House Restaurants 224
TRENDS IN THE RESTAURANT BUSINESS 232
SUMMARY 233
KEY WORDS AND CONCEPTS 233
REVIEW QUESTIONS 233
INTERNET EXERCISES 234
APPLY YOUR KNOWLEDGE 234
SUGGESTED ACTIVITY 234
ENDNOTES 235
CHAPTER 7	Restaurant Operations	237
FRONT OF THE HOUSE 238
Restaurant Forecasting 240
Service 240
Suggestive Selling 243
Front-of-the-House Restaurant Systems	243
Back-of-the-House Restaurant Systems	244
BACK OF THE HOUSE 247
Food Production 247
Kitchen/Food Production 250
Management Involvement and Follow-Up 251
Employee Recognition 253
Purchasing 255
Receiving 256
Storing/Issuing 257
Budgeting	257
Restaurant Accounting	257
Lease and Controllable Expenses	264
Restaurant Manager Job Analysis 266
TRENDS IN RESTAURANT OPERATIONS 270
CASE STUDIES 270
SUMMARY 271
KEY WORDS AND CONCEPTS 272
REVIEW QUESTIONS 272
INTERNET EXERCISES 272
APPLY YOUR KNOWLEDGE 273
SUGGESTED ACTIVITY 273
ENDNOTES 273
CHAPTER 8	Managed Services	275
OVERVIEW 276
AIRLINES AND AIRPORTS 	277
In-Flight and Airport Foodservice 277
MILITARY 278
ELEMENTARY AND SECONDARY SCHOOLS 280
COLLEGES AND UNIVERSITIES 283
Student Unions 284
RESPONSIBILITIES IN MANAGED SERVICES 286
HEALTH CARE FACILITIES 293
BUSINESS AND INDUSTRY 296
Managed Services Other Than Food	298
LEISURE AND RECREATION 299
Stadium Points of Service 299
Other Facilities 300
Advantages and Disadvantages 300
TRENDS IN MANAGED SERVICES 301
CASE STUDIES 302
SUMMARY 303
KEY WORDS AND CONCEPTS 394
REVIEW QUESTIONS 304
INTERNET EXERCISES 304
APPLY YOUR KNOWLEDGE 305
SUGGESTED ACTIVITY 305
ENDNOTES 305
CHAPTER 9	Beverages	307
WINES 308
Light Beverage Wines 308
Sparkling Wines 309
Fortified Wines 310
Aromatic Wines 310
The History of Wine 310
Making Wine 311
Matching Wine with Food 312
Major Winegrowing Regions 315
Wine and Health	315
How to Read a Wine Label	318
BEER 319
The Brewing Process 319
Organic Beers	320
SPIRITS 320
Whiskeys 322
White Spirits 323
Other Spirits 324
Cocktails 324
NONALCOHOLIC BEVERAGES 325
Nonalcoholic Beer 325
Coffee 325
Tea 327
Carbonated Soft Drinks and Energy	329
Juices 329
Bottled Water 330
BARS AND BEVERAGE OPERATIONS 330
Bar Setup 330
Inventory Control 331
Personnel Procedures 333
Restaurant and Hotel Bars 333
Nightclubs 334
Microbreweries/Brewpubs	335
Sports Bars 336
Coffee Shops 337
LIQOUR LIABILITY AND THE LAW 338
TRENDS IN THE BEVERAGE INDUSTRY 339
CASE STUDIES 339
SUMMARY 340
KEY WORDS AND CONCEPTS 341
REVIEW QUESTIONS 341
INTERNET EXERCISES 341
APPLY YOUR KNOWLEDGE 342
SUGGESTED ACTIVITY342
ENDNOTES 343
PART 4	RECREATION, THEME PARKS, CLUBS, AND GAMING ENTERTAINMENT	345
CHAPTER 10	Recreation, Theme Parks, and Clubs	347
RECREATION, LEISURE, AND WELLNESS 348
GOVERNMWENT-SPONSORED RECREATION 349 
National Parks in the Unites States 350
Public Recreation and Parks Agencies 351
COMMERCIAL RECREATION 351
Theme Parks 352
INTRODUCING WALT DISNEY: A MAN WITH A VISION 353
Magic Kingdom 355
Epcot 356
MGM Studios	357
UNIVERSAL STUDIOS	358
ANHEUSER-BUSCH COMPANIES	359
HERSHEY¿S 	361
REGIONAL THEME PARKS	362
Dollywood	362
LegoLand	362
GatorLand	362
Wet ¿n Wild	363
CLUBS 363
Size and Scope of the Club Industry	364
Club Management 365
Club Management Structure	366
Types of Clubs	368
NONCOMMERCIAL RECREATION 375
Voluntary Organizations 375
Campus, Armed Forces, and Employee Recreation 376
Recreation for Special Populations 377
TRENDS IN RECREATION AND LEISURE 377
CASE STUDIES 378
SUMMARY 379
KEY WORDS AND CONCEPTS 379
REVIEW QUESTIONS 379
INTERNET EXERCISES 380
APPLY YOUR KNOWLEDGE 380
SUGGESTED ACTIVITY 380
ENDNOTES 381
CHAPTER 11	Gaming Entertainment 383
GAMING ENTERTAINMENT 384
HISTORICAL REVIEW OF GAMING ENTERTAINMENT 387
NATIVE AMERICAN GAMING	388
SIZE AND SCOPE OF GAMING ENTERTAINMENT 392
KEY PLAYERS IN THE INDUSTRY 392
EXICITING GAMING ENTERTAINMENT PROJECTS 431
POSITIONS IN GAMING ENTERTAINMENT 395
Hotel Operations 395
Food and Beverage Operations 395
Casino Operations	395
Retail Operations 396
Entertainment Operations 396
TRENDS IN THE GAMING ENTERTAINMENT INDUSTRY 396
CASE STUDIES 397
SUMMARY	399
KEY WORDS AND CONCEPTS	399
REVIEW QUESTIONS 399
INTERNET EXERCISES 399
APPLY YOUR KNOWLEDGE 400
SUGGESTED ACTIVITIES 400
ENDNOTES 400
PART 5	 ASSEMBLIES AND EVENT MANAGEMENT	401
CHAPTER 12 Meetings, Conventions, and Expositions	403
DEVELOPMENT OF THE MEETINGS, CONVENTIONS, AND EXPOSITIONS INDUSTRY	404
SIZE AND SCOPE OF THE INDUSTRY	404
KEY PLAYERS IN THE INDUSTRY 405
Destination Management Companies	407
Meeting Planners 408
Service Contractors	409
TYPES OF MEETINGS, CONVENTIONS, AND EXPOSITIONS 414
Meetings	414
Association Meetings	415
Conventions and Expositions	417
Types of Associations	417
HISTORICAL ASSOCIATIONS	420
Types of Meetings	421
Meeting Planning	422
VENUES FOR MEETINGS, CONVENTIONS, AND EXPOSITIONS	428
City Centers	428
Convention Centers	428
Conference Centers	429
Hotels and Resorts	429
Cruise Ships	429
TRENDS IN MEETINGS, CONVENTIONS, AND EXPOSITIONS	430
CASE STUDY	431
SUMMARY 432
KEY WORDS AND CONCEPTS 432
REVIEW QUESTIONS 432
INTERNET EXERCISES 433
APPLY YOUR KNOWLEDGE 433
SUGGESTED ACTIVITY 433
ENDNOTES 433
CHAPTER 13	Special Events	435
WHAT EVENT PLANNERS DO	437
EVENT MANAGEMENT	438
Research	440
Design	440
Planning	440
Coordination	441
Evaluation	441
CHALLENGES FOR EVENT PLANNERS AND MANAGERS	442
CLASSIFICATION OF SPECIAL EVENTS	443
Corporate Events	444
Association Events	444
Charity Balls and Fund-Raising Events	445
Social Events	446
Fairs and Festivals	447
Concerts and Sporting Events	447
Where Do Event Planners Work?	448
Mega Events	448
REQUIRED SKILLS AND ABILITIES FOR EVENT MANAGEMENT	451
Leadership Skills	451
Ability to Communicate with Other Departments	452
Project Management Skills	452
Negotiating Skills	453
Coordinating and Delegating Skills	454
Budgeting Skills	454
Ability to Multitask	455
Enthusiasm	455
Effective Social Skills	455
Ability to Form Contacts	455
SPECIAL EVENT ORGANIZATIONS	456
International Festivals & Events Association	456
Meeting Planners International	458
Local Convention and Visitors Bureaus	458
THE SPECIAL EVENTS JOB MARKET	459
TRENDS IN THE SPECIAL EVENTS INDUSTRY	460
CASE STUDY	461
CAREER INFORMATION	461
SUMMARY	462
KEY WORDS AND CONCEPTS 462
REVIEW QUESTIONS 463
INTERNET EXERCISES 463
APPLY YOUR KNOWLEDGE 463
SUGGESTED ACTIVITY 463
ENDNOTES 464
PART VI 	OPERATIONAL AREAS OF THE HOSPITALITY INDUSTRY	465
CHAPTER 14	Leadership and Management 467
LEADERSHIP 468
Characteristics and Practices of Leaders 468
Definition of Leadership 469
Transactional Leadership 470
Transformational Leadership 471
Examples of Excellence in Leadership 471
Demands Placed on Leaders 474
HOSPITALITY MANAGEMENT 478
What Is Management? 478
Who Are Managers? 480
Key Management Functions 480
Managerial Skills 481
The Manager¿s Changing Role 482
DISTINCTION BETWEEN LEADERSHIP AND MANAGEMENT 484
ETHICS	485
Ethical Dilemmas in Hospitality	486
TRENDS IN LEADERSHIP AND MANAGEMENT	487
CASE STUDIES 488
CAREER INFORMATION 489
SUMMARY 489
KEY WORDS AND CONCEPTS 490
REVIEW QUESTIONS 490
INTERNET EXERCISES 490
APPLY YOUR KNOWLEDGE 491
SUGGESTED ACTIVITY 491
ENDNOTES 491
CHAPTER 15 Hospitality Marketing 493
HOSPITALITY MARKETING 494
Desired or Felt Need or Wants 495
The Importance of Marketing 495
Hospitality¿s Uniqueness of Product 496
Competitive Advantage 497
INTERNAL MARKETING 497
STRATEGIC PLANNING FOR MARKETING 498
MARKET DEMAND 501
COMPETITOR ANALYSIS 502
The SWOT Analysis 503
Marketing Segmentation 506
POSITIONING 507
Brand Marketing 508
 Marketing Management and Marketing Mix 509
Emotional Marketing	515
AFFINITY MARKETING	516
MARKETING AND SALES GOALS AND OBJECTIVES 516
MARKETING PLAN 517
Electronic Marketing 517
UNDERSTANDING MARKETS 518
Sales 518
Sales Action Plan 520
TRENDS IN HOSPITALITY MARKETING AND SALES 520
SUMMARY 522
KEY WORDS AND CONCEPTS 522
REVIEW QUESTIONS 523
INTERNET EXERCISE 523
APPLY YOUR KNOWLEDGE 523
SUGGESTED ACTIVITY 523
ENDNOTES	523
CHAPTER 16	Human Resources Management	525
HUMAN RESOURCES LEADERSHIP AND MANAGEMENT ISSUES 526
Changing Demographics 526
Turnover 526
Legal Issues 527
THE IMPORTANCE OF HUMAN RESOURCES 527
The Human Resources Department 528
HUMAN RESOURCES PLANNING 	529
Task Analysis 530
Job Description 531
Job Specification 531
Productivity Standards 532
EMPLOYMENT LAW 532
RECRUITMENT 535
SELECTION 537
ORIENTATION 537
TRAINING AND DEVELOPMENT 539
PERFORMANCE APPRAISAL 540
EMPLOYEE DEVELOPMENT	541
COMPENSATION 542
EMPLOYEE ASSISTANCE PROGRAMS 543
BENEFITS 545
EMPLOYEE RETENTION 545
HARASSMENT 546
COACHING AND COUNSELING 546
TRENDS IN HUMAN RESOURCES MANAGEMENT 549
CASE STUDIES 549
CAREER INFORMATION 440
SUMMARY 551
KEY WORDS AND CONCEPTS 551
REVIEW QUESTIONS 552
INTERNET EXERCISES 552
APPLY YOUR KNOWLEDGE 552
SUGGESTED ACTIVITY 552
ENDNOTES 553
CHAPTER 17	Accounting, Finance, and Cost Control	555
ACCOUNTING IN THE HOSPITALITY INDUSTRY 556
Uniform Systems of Accounts and Regulatory Agencies 557
Areas or Types of Accounting 558
Types of Business Organizations 559
FINANCE IN THE HOSPITALITY INDUSTRY 560
Financial Statements 561
Income Statement 561
Balance Sheet 563
Statement of Cash Flows 566
RATIOS 568
Profitability Ratios 569
Liquidity Ratios 570
Operating Ratios 572
CASH FLOW MANAGEMENT 574
Budgets 575
COST CONTROL 578
Food and Beverage Cost Control 578
Labor Cost Control 582
Controlling Other Operating Costs 583
TRENDS IN ACCOUNTING, FINANCE, AND COST CONTROL 584
SUMMARY 587
KEY WORDS AND CONCEPTS 588
REVIEW QUESTONS 588
INTERNET EXERCISES 588
APPLY YOUR KNOWLEDGE 589
SUGGESTED ACTIVITY 589
GLOSSARY	591 ---16 pages in previous edition
INDEX	000

Library of Congress Subject Headings for this publication:

Hospitality industry -- Management -- Textbooks.