Introduction to Hospitality,9780139178818

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Introduction to Hospitality

by Walker, John R.

Edition:

2nd

ISBN13:

9780139178818

ISBN10:

0139178813

Format:

Hardcover

Pub. Date:

8/1/1998

Publisher(s):

Prentice Hall

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This is the 2nd edition with a publication date of 8/1/1998.

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Summary

Tomorrow's managers are off to a strong start with this best-selling, comprehensive tour through the fascinating and challenging related fields of the hospitality industry. Written in an upbeat style by an author with substantial industry experience, -this full-color edition offers an enlightening overview of the industry's many facets. It covers tourism, lodging, restaurants, managed services, beverages, conventions and meeting, and leisure/recreation; in addition to examining gaming entertainment, marketing and human resources, and leadership and management. For individuals interested in a hospitality industry career.

Preface

(6)

Acknowledgments

xxi

(2)

About the Author

xxiii

CHAPTER 1 Hospitality: A Historical Perspective

2-3

(1)

ANCIENT TIMES

(2)

Greece and Rome

(2)

MEDIEVAL TIMES

(4)

Coffee Houses

(1)

Hospitality on the Road

(1)

EIGHTEENTH CENTURY

(3)

The New World

(1)

The French Revolution

(2)

NINETEENTH CENTURY

(4)

TWENTIETH CENTURY

(3)

HOSPITALITY AND TOURISM PIONEERS

(8)

CONCLUSION

(1)

SUMMARY

(1)

REVIEW EXERCISES

(1)

KEY WORDS AND CONCEPTS

(1)

NOTES

(1)

CHAPTER 2 Tourism

30-31

(1)

WHAT IS TOURISM?

(2)

Definition of Tourism

(1)

THE FIVE EPOCHS OF TOURISM

(12)

Pre-industrial Revolution

(1)

The Railway Age

(1)

Automobile Travel

(2)

Air Travel

(3)

The Hub-and-Spoke System

(1)

Cruise Ships

(3)

Segmenting the Cruise Market

(1)

TOURISM ORGANIZATIONS

(2)

International Organizations

(1)

Domestic Organizations

(1)

State Offices of Tourism

(1)

City-Level Offices of Tourism

(1)

THE ECONOMIC IMPACT OF TOURISM

(1)

The Multiplier Effect

(1)

Tour Operators

(1)

PROMOTERS OF TOURISM

(7)

Travel Agencies

(2)

Commission Caps

(1)

Travel Corporations

(1)

Corporate Travel Manager

(1)

Travel and Tour Wholesalers

(1)

Certified Travel Counselor (CTC)

(1)

National Offices of Tourism (NOT)

(1)

Destination Management Companies (DMCs)

(2)

WHY PEOPLE TRAVEL

(7)

Pleasure Travel

(2)

Motivations for Travel

(1)

Different Places for Different People

(1)

Expectation and Reality

(1)

Push/Pull Model

(1)

Business Travel

(2)

Trends in Business Travel

(1)

SOCIAL AND CULTURAL IMPACT OF TOURISM

(4)

ECOTOURISM

(3)

TRENDS IN TOURISM AND TRAVEL

(3)

SUMMARY

(1)

REVIEW EXERCISES

(1)

KEY WORDS AND CONCEPTS

(1)

NOTES

(1)

CHAPTER 3 The Hotel Business: Development and Classification

76-77

(1)

HOTEL DEVELOPMENT IN THE UNITED STATES

(8)

Franchising

(3)

Partnership

(1)

Leasing

(1)

Syndicates

(1)

Management Contracts

(2)

FINANCIAL MANAGEMENT AND PROFITS

(7)

Creative Financing

(2)

Real Estate Investment Trust (REIT)

(1)

Financing Package

(1)

How Some Hotels Become Overvalued

(2)

CLASSIFICATION OF HOTELS

(13)

City Center Hotels

(1)

Resort Hotels

(2)

Vacation Ownership

(4)

Airport Hotels

102

(1)

Freeway Hotels and Motels

103

(1)

Casino Hotels

103

(1)

Full-Service Hotels

103

(1)

Economy/Budget Hotels

104

(1)

Extended-Stay Hotels

104

(1)

All-Suite, Extended-Stay Hotels

105

(1)

Bed and Breakfast Inns

105

(1)

HOTEL INTEGRATION

106

Vertical Integration

106

(1)

Horizontal Integration

106

(1)

Marketing Consortium (Refernal Organizations)

106

BUSINESS AND LEISURE TRAVEL

BEST, BIGGEST, AND MOST UNUSUAL HOTELS AND CHAINS

108

(2)

The Best Hotel Chains

108

(1)

The Most Unusual Hotels

108

(2)

INTERNATIONAL PERSPECTIVE

110

(3)

U.S.-International Hotel Development

111

(1)

International Investment in U.S. Hotels

112

(1)

TRENDS IN HOTEL DEVELOPMENT

113

(2)

SUMMARY

115

(1)

REVIEW EXERCISES

116

(1)

KEY WORDS AND CONCEPTS

116

(1)

NOTES

116

(2)

CHAPTER 4 Hotel and Rooms Division Operation

118-119

(1)

THE FUNCTIONS AND DEPARTMENTS OF A HOTEL

120

(1)

ROLE OF THE HOTEL GENERAL MANAGER

121

(2)

MANAGEMENT STRUCTURE

123

(1)

The Executive Committee

123

(1)

THE DEPARTMENTS

124

(10)

Rooms Division

124

(1)

Front Office

125

(6)

Night Auditor

131

(3)

PROPERTY MANAGEMENT SYSTEMS

134

(5)

YIELD MANAGEMENT

139

(2)

RESERVATIONS

141

(2)

COMMUNICATIONS CBX OR PBX

143

(1)

GUEST/UNIFORMED SERVICE

143

(1)

CONCIERGE

144

(3)

HOUSEKEEPING

147

(8)

Laundry

154

(1)

SECURITY/LOSS PREVENTION

155

(1)

TRENDS IN HOTEL AND ROOMS DIVISION OPERATIONS

156

(3)

SUMMARY

159

(1)

REVIEW EXERCISES

160

(1)

KEY WORDS AND CONCEPTS

160

(1)

NOTES

160

(2)

CHAPTER 5 Hotel Operations: Food and Beverage Division

162-163

(1)

FOOD AND BEVERAGE MANAGEMENT

164

(3)

FOOD AND BEVERAGE PLANNING

167

(1)

KITCHEN

167

(6)

RESTAURANTS

173

(1)

HOTEL RESTAURANTS

173

(2)

BARS

175

(2)

STEWARDING DEPARTMENT

177

(1)

CATERING DEPARTMENT

178

(9)

Position Profile

181

(3)

Catering Event Order

184

(2)

Catering Coordinator

186

(1)

Catering Services Manager

186

(1)

ROOM SERVICE/IN-ROOM DINING

187

(3)

TRENDS IN FOOD AND BEVERAGE OPERATIONS

190

(2)

SUMMARY

192

(1)

REVIEW EXERCISES

192

(1)

KEY WORDS AND CONCEPTS

192

(1)

NOTES

193

(1)

CHAPTER 6 The Restaurant Business: Development and Classification

194-195

(1)

RESTAURANT DEVELOPMENT

196

(6)

Operating Philosophy

196

(1)

Mission, Goals, and Objectives

196

(1)

Restaurant Market

196

(1)

Restaurant Concept

197

(3)

Restaurant Location

200

(1)

Restaurant Ambiance

201

(1)

MENU PLANNING

202

(6)

Chain Menus

204

(1)

Needs and Desires of Guests

205

(1)

Capabilities of Cooks

205

(1)

Equipment Capacity and Layout

205

(1)

Consistency and Availability of Menu Ingredients

206

(1)

Price and Pricing Strategy

206

(1)

Nutritional Value

207

(1)

Accuracy in Menu

208

(1)

Menu Analysis

208

(1)

Menu Design and Layout

208

(1)

CLASSIFICATIONS OF RESTAURANTS

208

(22)

Full-Service Restaurants

209

(4)

Specialty Restaurants

213

(1)

Quick Service/Fast Food

213

(2)

Hamburger

215

(1)

Pizza

216

(2)

Chicken

218

(1)

Steak

219

(1)

Seafood

220

(2)

Pancake

222

(1)

Sandwich Restaurants

222

(1)

Family Restaurants

222

(2)

Ethnic Restaurants

224

(1)

Casual Dining and Dinner House Restaurants

225

(3)

Theme Restaurants

228

(1)

Celebrity Restaurants

228

(2)

TRENDS IN RESTAURANT DEVELOPMENT

230

(1)

SUMMARY

230

(1)

REVIEW EXERCISES

231

(1)

KEY WORDS AND CONCEPTS

231

(1)

NOTES

231

(1)

CHAPTER 7 Restaurant Operations

232-233

(1)

FRONT OF THE HOUSE

234

(29)

Restaurant Forecasting

234

(2)

Service

236

(2)

Suggestive Selling

238

(1)

Types of Restaurant Services

238

(4)

Back of the House

242

(1)

Food Production

242

(2)

Kitchen/Food Production

244

(2)

Purchasing

246

(2)

Receiving

248

(1)

Storing/Issuing

248

(1)

Budgeting

248

(1)

Restaurant Accounting

248

(5)

Lease and Controllable Expenses

253

(5)

Controls

258

(1)

Food Service Manager Job Analysis

259

(4)

TRENDS IN RESTAURANT OPERATIONS

263

(1)

SUMMARY

264

(1)

REVIEW EXERCISES

265

(1)

KEY WORDS AND CONCEPTS

265

(1)

NOTES

265

(1)

CHAPTER 8 Managed Services

266-267

(1)

OVERVIEW

268

(1)

AIRLINES

268

(3)

In-Flight Food Services

268

(3)

Airport Food Service

271

(1)

Military

271

(1)

ELEMENTARY AND SECONDARY SCHOOLS

272

(5)

Nutrition Educations Programs

277

(1)

COLLEGES AND UNIVERSITIES

277

(6)

Student Unions

279

(1)

Responsibilities in Managed Services

280

(3)

HEALTH CARE FACILITIES

283

(4)

BUSINESS AND INDUSTRY

287

(2)

TRENDS IN MANAGED SERVICES

289

(1)

SUMMARY

290

(1)

REVIEW EXERCISES

291

(1)

KEY WORDS AND CONCEPTS

291

(1)

NOTES

291

(1)

CHAPTER 9 Beverages

292-293

(1)

WINES

294

(9)

Light Beverage Wines

294

(1)

Sparkling Wines

294

(2)

Fortified Wines

296

(1)

Aromatic Wines

296

(1)

The History of Wine

296

(1)

The Making of Wine

296

(2)

Matching Wine with Food

298

(2)

Major Wine-Growing Regions of Europe and North America

300

(3)

BEER

303

(2)

The Brewing Process

303

(2)

SPIRITS

305

(5)

Whiskys

305

(2)

White Spirits

307

(2)

Other Spirits

309

(1)

NONALCOHOLIC BEVERAGES

310

(4)

Nonalcoholic Beer

310

(1)

Coffee

311

(1)

Tea

312

(1)

Carbonated Soft Drinks

313

(1)

Juices

313

(1)

Bottled Water

313

(1)

BARS AND BEVERAGE MANAGMENT

314

(7)

Bar Setup

314

(1)

Inventory Control

315

(1)

Personal Procedures

316

(1)

Taverns

316

(1)

Restaurant and Hotel Bars

316

(1)

Night Clubs

317

(1)

Microbreweries

317

(3)

Sports Bars

320

(1)

Coffee Shops

320

(1)

LIQUOR LIABILITY AND THE LAW

321

(1)

TRENDS IN THE BEVERAGE INDUSTRY

322

(2)

SUMMARY

324

(1)

REVIEW EXERCISES

324

(1)

KEY WORDS AND CONCEPTS

324

(1)

NOTES

325

(1)

CHAPTER 10 Recreation and Leisure

326-327

(1)

RECREATION, LEISURE, AND WELLNESS

328

(1)

GOVERNMENT-SPONSORED RECREATION

329

(5)

National Parks in the United States

330

(2)

National Parks in Canada

332

(1)

Public Recreation and Parks Agencies

333

(1)

COMMERCIAL RECREATION

334

(10)

Theme Parks

334

(1)

Clubs

334

(4)

Club Management Structure

338

(3)

Country Clubs

341

(1)

City Clubs

341

(3)

NONCOMMERCIAL RECREATION

344

(2)

Voluntary Organizations

344

(1)

Campus, Armed Forces, and Employee Recreation

345

(1)

Recreation for Special Populations

346

(1)

TRENDS IN RECREATION AND LEISURE

346

(1)

SUMMARY

347

(1)

REVIEW EXERCISES

348

(1)

KEY WORDS AND CONCEPTS

348

(1)

NOTES

348

(2)

CHAPTER 11 The Gaming Entertainment Industry

350-351

(1)

GAMING ENTERTAINMENT DEFINED

352

(3)

HISTORICAL REVIEW OF GAMING ENTERTAINMENT

355

(3)

Native American Gaming

356

(1)

National Gambling Impact Study Commission

357

(1)

SIZE AND SCOPE OF GAMING ENTERTAINMENT

358

(5)

Organized Crime and Casinos

359

(1)

Street Crime and Casinos

360

(1)

Gambling Addictions

361

(2)

KEY PLAYERS IN THE INDUSTRY

363

(3)

EXCITING GAMING ENERTAINMENT PROJECTS OF GAMING ENTERTAINMENT

366

(4)

NEWEST PROJECTS OF GAMING ENTERTAINMENT

370

(2)

CAREERS IN GAMING ENTERTAINMENT

372

(2)

Hotel Operations

372

(1)

Food and Beverage Operations

372

(1)

Casino Operations

372

(2)

Retail Operations

374

(1)

Entertainment Operations

374

(1)

TRENDS IN THE HOTEL GAMING ENTERTAINMENT INDUSTRY

374

(2)

SUMMARY

376

(1)

REVIEW EXERCISES

376

(1)

KEY WORDS AND CONCEPTS

376

(1)

NOTES

376

(2)

CHAPTER 12 Meetings, Conventions, and Expositions

378-379

(1)

HISTORICAL REVIEW

380

(1)

TYPES OF MEETINGS

381

(2)

KEY PLAYERS IN THE INDUSTRY

383

(15)

Meeting Planners

387

(2)

Convention and Visitors Bureaus (CVB)

389

(1)

Convention Centers

390

(7)

Event Management

397

(1)

Specialized Services

398

(1)

TRENDS IN CONVENTIONS, MEETINGS, AND EXPOSITIONS

398

(4)

SUMMARY

402

(1)

REVIEW EXERCISES

403

(1)

KEY WORDS AND CONCEPTS

403

(1)

NOTES

403

(1)

CHAPTER 13 Marketing, Human Resources, and Culture

404-405

(1)

MARKETING

406

(11)

Environmental Analysis

407

(1)

Economic Impacts

408

(1)

Social Analysis

408

(1)

Political Analysis

409

(1)

Technological Analysis

409

(1)

Market Assessment

409

(1)

Market Demand

410

(1)

Competitor Analysis

410

(2)

Positioning

412

(1)

Marketing Goals and Objectives

412

(1)

Marketing Mix

412

(3)

Performance Evaluation

415

(1)

Sales

416

(1)

HUMAN RESOURCES MANAGEMENT

417

(12)

Task Analysis

418

(1)

Job Description

418

(1)

Productivity Standards

419

(1)

Recruitment and Selections

419

(2)

Orientation

421

(1)

Training

421

(1)

Performance Appraisal

422

(2)

Compensation

424

(2)

Employee Development

426

(2)

Employee Retention

428

(1)

Equal Employment Opportunity (EEO)

428

(1)

Americans with Disabilities Act (ADA)

428

(1)

Harassment

428

(1)

CULTURE

429

(2)

Cultural Barriers

430

(1)

Language

430

(1)

Ethnic Diversity

430

(1)

Personal Cultural Barriers

430

(1)

TRENDS IN MARKETING, HUMAN RESOURCES, AND CULTURE

431

(3)

SUMMARY

434

(1)

REVIEW EXERCISES

434

(1)

KEY WORDS AND CONCEPTS

435

(1)

NOTES

435

(1)

CHAPTER 14 Leadership and Management

436-437

(1)

LEADERSHIP

438

(3)

Characteristics of Leaders

438

(1)

Definitions of Leadership

439

(1)

Transactional Leadership

439

(1)

Transformational Leadership

439

(2)

EXAMPLES OF LEADERSHIP EXCELLENCE

441

(6)

THE DISTINCTION BETWEEN LEADERSHIP AND MANAGEMENT

447

(4)

Management

450

(1)

Managerial Skills

450

(1)

CORPORATE PHILOSOPHY

451

(1)

CORPORATE CULTURE

452

(2)

Mission Statement

452

(1)

Goal

452

(1)

Objectives

453

(1)

KEY MANAGEMENT FUNCTIONS

454

(13)

Forecasting

454

(1)

Planning

455

(1)

Organizing

456

(1)

Decision Making

456

(5)

Communicating

461

(1)

Motivating

462

(3)

Controlling

465

(2)

SERVICE AND TOTAL QUALITY MANAGEMENT (TQM)

467

(3)

ETHICS

470

(3)

Ethics Dile Mas in Hospitality

471

(1)

Social Responsibilities in Business

472

(1)

TRENDS IN LEADERSHIP AND MANAGEMENT

473

(2)

SUMMARY

475

(1)

REVIEW EXERCISES

475

(1)

KEY WORDS AND CONCEPTS

476

(1)

NOTES

476

(3)

Glossary

479

(10)

Index

489

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Introduction to Hospitality

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