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Exploring the Hospitality Industry



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Prentice Hall
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  • Exploring the Hospitality Industry Plus 2012 MyHospitalityLab with Pearson eText -- Access Card Package
    Exploring the Hospitality Industry Plus 2012 MyHospitalityLab with Pearson eText -- Access Card Package
  • Exploring the Hospitality Industry and Plus MyHospitalityLab with Pearson eText -- Access Card Package
    Exploring the Hospitality Industry and Plus MyHospitalityLab with Pearson eText -- Access Card Package
  • Exploring the Hospitality Industry
    Exploring the Hospitality Industry
  • Exploring the Hospitality Industry
    Exploring the Hospitality Industry
  • Outlines and Highlights for Exploring the Hospitality Industry by John R Walker, Isbn : 9780132437660
    Outlines and Highlights for Exploring the Hospitality Industry by John R Walker, Isbn : 9780132437660


Exploring the Hospitality Industryoffers broad coverage of the hospitality industry all in an easy-to-read, conversational style that is less theoretical and more industry relevant than other books. It focuses not just on restaurants and hotels but on new growth areas such as event management, meeting planning, cruising, theme parks, attractions and entertainment. Each chapter features case studies, industry practitioners and corporate profiles that emphasize the real-world issues that make up this field. Reader-friendly strategies make material meaningful and involve readers as they explore the excitement and trends in this ever-growing industry. Explores all areas of the hospitality industry including unique chapters on club management, attractions, and recreation and assemblies and event management. Emphasizes a real-world connection using features such as:Introducing Industry Practitionersand Corporate Profiles. The hospitality industry.

Author Biography

Dr. John R. Walker, D.B.A., FMP, CHA, is the McKibbon Professor of Hotel and Restaurant Management at the University of South Florida, Sarasota-Manatee.  John’s years of industry experience include management training at the Savoy Hotel London.  This was followed by terms as food and beverage manager, assistant rooms division manager, catering managers, and general manager with Grand Metropolitan Hotels, Selsdon Park Hotel, Rank Hotels, Inter-Continental Hotels, and the Coral Reef Resort, Barbados, West Indies.


He has taught at two- and four-year schools in Canada and the United States.  In addition to being a hospitality management consultant and text author, he has been published in the The Cornell Hotel Restaurant Administration Quarterly and The Hospitality Educators Journal.  He is a ten-time recipient of the President’s Award for teaching, scholarship, and service; and he has received the Patnubay Award for exemplary professional performance through teaching and authorship of tourism and hospitality publications.

Table of Contents

To the Studentp. xxi
Prefacep. xxix
Acknowledgmentsp. xxxiii
About the Authorp. xxxv
Hospitality, Tourism, and Travel
Hospitality Spiritp. 3
Welcome, to You, the Future Hospitality Industry Leaders!p. 4
The Pineapple Traditionp. 5
The Interrelated Nature of Hospitality and Tourismp. 6
Characteristics of the Hospitality Industryp. 7
The Focus on Servicep. 10
Perfecting Servicep. 11
Success in Servicep. 11
Moments of Truthp. 13
Ways to Perfect Servicep. 15
Service and Total Quality Managementp. 16
The Disney Approach to Guest Servicep. 19
So What Is the Disney Service Model?p. 22
Ethicsp. 25
Ethical Dilemmas in Hospitalityp. 26
Trends in Hospitalityp. 27
Summaryp. 29
Key Words and Conceptsp. 30
Review Questionsp. 30
Internet Exercisesp. 30
Apply Your Knowledgep. 30
Suggested Activityp. 30
Endnotesp. 31
Tourismp. 33
Tourismp. 35
Tourism Definedp. 36
Benefits of Tourismp. 36
Tourism 2020 Visionp. 37
Air Travelp. 39
The Hub-and-Spoke Systemp. 41
Rail, Automobile, and Coach Travelp. 41
Traveling by Trainp. 42
Rail Travel Abroadp. 43
Does the Train Have a Future?p. 44
Traveling by Carp. 45
Automobile Associationsp. 45
Rental Carsp. 46
Traveling by Busp. 46
Types of Bus Servicep. 47
Motorcoach Associationsp. 47
Tourism Organizationsp. 50
International Organizationsp. 50
Domestic Organizationsp. 54
State Offices of Tourismp. 54
City-Level Offices of Tourism and Convention Centersp. 54
The Economic Impact of Tourismp. 54
The Multiplier Effectp. 55
Promoters of Tourismp. 56
Tour Operatorsp. 56
Travel Agenciesp. 56
Travel Corporationsp. 58
Corporate Travel Managerp. 59
Travel and Tour Wholesalersp. 59
Certified Travel Counselor (CTC)p. 59
National Offices of Tourism (NOT)p. 60
Destination Management Companies (DMCs)p. 60
Trends in Tourismp. 61
Summaryp. 63
Key Words and Conceptsp. 63
Review Questionsp. 64
Internet Exercisesp. 64
Apply Your Knowledgep. 64
Suggested Activityp. 64
Endnotesp. 65
Why People Travelp. 67
Pleasure Travelp. 69
Different Places for Different Peoplep. 70
Business Travelp. 71
Social and Cultural Impact of Tourismp. 73
Sustainable Tourism and Ecotourismp. 74
Cultural Tourismp. 78
Impact of Tourism on Culturep. 79
Tourism and Artp. 79
Heritage Tourismp. 81
The Benefits of Preservationp. 82
Challenges in Heritage Tourismp. 82
Find the Fit between Community and Tourismp. 84
Four Steps to a Comprehensive Heritage Programp. 84
Nature Tourismp. 89
Trends in Travelp. 90
Summaryp. 92
Key Words and Conceptsp. 93
Review Questionsp. 93
Internet Exercisesp. 93
Apply Your Knowledgep. 93
Suggested Activitiesp. 93
Endnotesp. 94
Lodging and Cruising
Lodgingp. 97
Hotel Development and Ownershipp. 98
Franchisingp. 98
Management Contractsp. 101
Real Estate Investment Trust (REIT)p. 104
Rating and Classification of Hotelsp. 105
Types and Locations of Hotelsp. 109
City Center Hotelsp. 109
Airport Hotelsp. 110
Freeway Hotels and Motelsp. 110
Casino Hotelsp. 110
Convention Hotelsp. 111
Full-Service Hotelsp. 111
Economy/Budget Hotelsp. 112
Extended-Stay Hotelsp. 112
All-Suite Extended-Stay Hotelsp. 113
Condotelsp. 113
Mixed-Use Hotel Developmentp. 114
Bed and Breakfast Innsp. 114
Resort Hotelsp. 114
Vacation Ownershipp. 116
Best, Biggest, and Most Unusual Hotels and Chainsp. 119
The Best Hotel Chainsp. 119
The Most Unusual Hotelsp. 119
International Perspectivep. 120
Trends in Hotel Developmentp. 121
Summaryp. 124
Key Words and Conceptsp. 124
Review Questionsp. 125
Internet Exercisesp. 125
Apply Your Knowledgep. 125
Suggested Activityp. 125
Endnotesp. 125
Lodging Operationsp. 127
The Functions and Departments of a Hotelp. 128
Role of the Hotel General Managerp. 129
Management Structurep. 130
The Executive Committeep. 130
The Departmentsp. 131
Rooms Divisionp. 131
Front Officep. 131
Night Auditorp. 135
Property Management Systemsp. 142
Revenue Managementp. 143
Reservationsp. 144
Communications CBX or PBXp. 145
Guest Servicesp. 145
Conciergep. 146
Housekeepingp. 147
Security/Loss Preventionp. 149
Food and Beverage Managementp. 150
Kitchenp. 152
Hotel Restaurantsp. 152
Barsp. 152
Stewarding Departmentp. 153
Catering Departmentp. 154
Catering Event Orderp. 155
Catering Services Managerp. 155
Room Service/In-Room Diningp. 155
Trends in Lodging Operationsp. 157
Summaryp. 160
Key Words and Conceptsp. 160
Review Questionsp. 160
Internet Exercisesp. 161
Apply Your Knowledgep. 161
Suggested Activityp. 161
Endnotesp. 161
Cruisingp. 163
Cruise Industry Developmentp. 164
The First Cruise Shipsp. 165
Cruising Todayp. 166
The Key Players in the Cruise Industryp. 166
The Cruise Marketp. 168
Types of Cruise Marketsp. 172
Types of Cruisesp. 173
Regional Cruisesp. 173
Coastal Cruisesp. 173
River Cruisesp. 173
Bargesp. 173
Steam Boatingp. 173
Expeditions and Natural Cruisesp. 174
Adventure Cruisesp. 174
Sail-Cruisesp. 174
World Cruisesp. 174
Crossingsp. 175
Specialty and Theme Cruisesp. 175
Deluxe Cruisingp. 176
All Aboard-Organization of the Cruise Shipp. 178
Cruise Industry Employmentp. 181
Cruise Destinationsp. 182
Trends in the Cruise Industryp. 186
Summaryp. 188
Key Words and Conceptsp. 189
Review Questionsp. 189
Internet Exercisesp. 189
Apply Your Knowledgep. 189
Suggested Activitiesp. 189
Endnotesp. 189
Food and Beverage Service and Management
Restaurantsp. 193
Restaurantsp. 194
Classification of Restaurantsp. 194
Franchisesp. 196
Fine Diningp. 196
Casual Diningp. 200
Quick-Service/Fast-Food Restaurantsp. 202
Trends in the Restaurant Business and How They Affect Usp. 207
Food Trends and Practicesp. 208
Summaryp. 212
Key Words and Conceptsp. 212
Review Questionsp. 212
Internet Exercisesp. 212
Apply Your Knowledgep. 212
Suggested Activitiesp. 213
Endnotesp. 213
Restaurant Operationsp. 215
Front of the Housep. 216
Restaurant Forecastingp. 218
Servicep. 218
Suggestive Sellingp. 220
Back of the Housep. 221
Food Productionp. 221
Kitchen/Food Productionp. 223
Management Involvement and Follow-Upp. 226
Purchasingp. 228
Receivingp. 230
Storing/Issuingp. 230
Cost Controlp. 235
Food and Beverage Cost Percentagesp. 235
Labor Cost Controlp. 236
Restaurant Manager Job Analysisp. 238
Human Resource Managementp. 238
Financial Managementp. 239
Administrative Managementp. 240
Operations Managementp. 240
Trends in Restaurant Operationsp. 242
Summaryp. 245
Key Words and Conceptsp. 245
Review Questionsp. 245
Internet Exercisesp. 246
Apply Your Knowledgep. 246
Suggested Activitiesp. 246
Endnotesp. 247
Managed Servicesp. 249
Overviewp. 250
Airlines and Airportsp. 251
In-Flight Foodservicep. 251
Militaryp. 253
Elementary and Secondary Schoolsp. 254
Nutrition Education Programsp. 256
Colleges and Universitiesp. 257
Student Unionsp. 258
Responsibilities in Managed Servicesp. 261
Health Care Facilitiesp. 264
Business and Industryp. 269
Leisure and Recreationp. 270
Stadium Points of Servicep. 271
Other Facilitiesp. 271
Advantages and Disadvantagesp. 272
Seniorsp. 272
Trends in Managed Servicesp. 272
Summaryp. 276
Key Words and Conceptsp. 276
Review Questionsp. 276
Internet Exercisesp. 277
Apply Your Knowledgep. 277
Suggested Activityp. 277
Endnotesp. 277
Beveragesp. 279
Winesp. 280
Light Beverage Winesp. 280
Sparkling Winesp. 281
Fortified Winesp. 282
Aromatic Winesp. 282
The History of Winep. 282
The Making of Winep. 282
Matching Wine with Foodp. 283
Major Wine-Producing Countriesp. 287
Beerp. 289
The Brewing Processp. 289
Spiritsp. 291
Whiskiesp. 292
White Spiritsp. 293
Other Spiritsp. 293
Cocktailsp. 294
Nonalcoholic Beveragesp. 295
Nonalcoholic Beerp. 295
Coffeep. 295
Teap. 296
Carbonated Soft Drinksp. 298
Juicesp. 299
Power Drinksp. 299
Bottled Waterp. 299
Types of Barsp. 300
Restaurant and Hotel Barsp. 300
Nightclubsp. 300
Microbreweriesp. 301
Sports Barsp. 302
Coffee Shopsp. 303
Liquor Liability and the Lawp. 304
Highway Deaths and Alcoholp. 304
Trends in the Beverage Industryp. 305
Summaryp. 308
Key Words and Conceptsp. 308
Review Questionsp. 309
Internet Exercisesp. 309
Apply Your Knowledgep. 309
Suggested Activitiesp. 310
Endnotesp. 310
Club Management, Attractions, and Recreation
Clubsp. 313
Development of Clubsp. 314
Size and Scope of the Club Industryp. 315
Types of Clubsp. 315
Country Clubsp. 315
City Clubsp. 316
Other Clubsp. 316
Key Players in the Club Industryp. 317
Club Managementp. 317
Club Management Structurep. 321
Club Food and Beverage Managementp. 327
The Golf Course Superintendentp. 327
The Golf Professionalp. 328
The Golf Shopp. 328
Trends in Club Managementp. 328
Summaryp. 331
Key Words and Conceptsp. 332
Review Questionsp. 332
Internet Exercisesp. 332
Apply Your Knowledgep. 333
Suggested Activitiesp. 333
Endnotesp. 333
Theme Parks and Attractionsp. 335
The Development of Theme Parksp. 336
Size and Scope of the Theme Park Industryp. 336
Key Players in the Theme Park Industryp. 337
Magic Kingdomp. 338
Epcotp. 339
Disney-MGM Studiosp. 340
Universal Studiosp. 341
Anheuser-Busch Companiesp. 342
Hershey'sp. 343
Regional Theme Parksp. 347
Dollywoodp. 347
LegoLandp. 347
GatorLandp. 347
Wet 'N' Wildp. 348
Theme Park Managementp. 348
Fairs, Festivals, and Eventsp. 350
Oktoberfestp. 351
The Carnival in Rio de Janeiro, Brazilp. 351
Reggae on the Riverp. 351
Mardi Grasp. 352
Grand Ole Opryp. 352
Employmentp. 352
Trends in the Theme Park Industryp. 354
Summaryp. 356
Key Words and Conceptsp. 356
Review Questionsp. 356
Internet Exercisesp. 356
Apply Your Knowledgep. 357
Suggested Activityp. 357
Endnotesp. 357
Gaming Entertainmentp. 359
Gaming Entertainmentp. 360
Historical Review of Gaming Entertainmentp. 363
Native American Gamingp. 364
Size and Scope of Gaming Entertainmentp. 366
Key Players in the Industryp. 367
Positions in Gaming Entertainmentp. 369
Hotel Operationsp. 369
Food and Beverage Operationsp. 370
Casino Operationsp. 370
Retail Operationsp. 370
Entertainment Operationsp. 370
Trends in the Gaming Entertainment Industryp. 372
Summaryp. 375
Key Words and Conceptsp. 375
Review Questionsp. 376
Internet Exercisesp. 376
Apply Your Knowledgep. 376
Suggested Activityp. 376
Endnotesp. 376
Assemblies and Event Management
Meetings, Conventions, and Expositionsp. 379
Development of the Meetings, Conventions, and Expositions Industryp. 380
Size and Scope of the Industryp. 380
Key Players in the Industryp. 381
Destination Management Companiesp. 382
Meeting Plannersp. 384
Service Contractorsp. 385
Types of Meetings, Conventions, and Expositionsp. 388
Meetingsp. 388
Association Meetingsp. 389
Conventions and Expositionsp. 390
Meetings, Incentive Travel, Conventions, and Exhibitions (MICE)p. 394
Types of Associationsp. 394
Types of Meetingsp. 395
Meeting Planningp. 397
Venues for Meetings, Conventions, and Expositionsp. 400
City Centersp. 400
Convention Centersp. 400
Conference Centersp. 402
Hotels and Resortsp. 402
Cruise Shipsp. 402
Colleges and Universitiesp. 403
Trends in Meetings, Conventions, and Expositionsp. 403
Summaryp. 407
Key Words and Conceptsp. 407
Review Questionsp. 408
Internet Exercisesp. 408
Apply Your Knowledgep. 408
Suggested Activityp. 408
Endnotesp. 409
Special Eventsp. 411
What Event Planners Dop. 413
Event Managementp. 414
Researchp. 415
Designp. 416
Planningp. 416
Coordinationp. 416
Evaluationp. 417
Challenges for Event Planners and Managersp. 417
Classifications of Special Eventsp. 418
Corporate Eventsp. 419
Association Eventsp. 420
Charity Balls and Fund-Raising Eventsp. 421
Social Eventsp. 422
Fairs and Festivalsp. 423
Concerts and Sporting Eventsp. 424
Mega Eventsp. 426
Required Skills and Abilities for Event Managementp. 428
Leadership Skillsp. 428
Ability to Communicate with Other Departmentsp. 429
Project Management Skillsp. 429
Negotiating Skillsp. 430
Coordinating and Delegating Skillsp. 430
Budgeting Skillsp. 431
Ability to Multitaskp. 431
Enthusiasmp. 431
Effective Social Skillsp. 431
Ability to Form Contactsp. 432
Special Event Organizationsp. 432
International Festivals & Events Associationp. 434
Meeting Planners Internationalp. 434
Local Convention and Visitors Bureausp. 435
The Special Event Job Marketp. 436
Trends in the Special Event Industryp. 437
Summaryp. 438
Key Words and Conceptsp. 439
Review Questionsp. 439
Internet Exercisesp. 439
Apply Your Knowledgep. 439
Suggested Activityp. 439
Endnotesp. 440
Glossaryp. 441
Photo Creditsp. 447
Indexp. 449
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