Introduction to the Hospitality Industry, Sixth Edition and NRAEF Workbook Package

by Tom Powers (Univ. of Guelph); Jo Marie Powers (The Pennsylvania State Univ.); Clayton W. Barrows (School of Hotel, Restaurant & Tourism Administration, Univ. of New Orleans); NRA Educational Foundation

• ISBN13: 9780471708797
• ISBN10: 0471708798
• Edition: 6th
• Format: Paperback
• Copyright: 2005-03-01
• Publisher: Wiley

Summary

This revision of a popular textbook for the introductory survey course excludes management functions but covers all aspects of operations in the hotel, foodservice and restaurant, and travel and tourism businesses, including operations, and sales.

Table of Contents

Preface	xv
PART ONE: PERSPECTIVES ON CAREERS IN HOSPITALITY	1	(60)
The Hospitality Industry and You	3	(30)
What Is Hospitality Management?	4	(1)
The Manager's Role in the Hospitality Industry	5	(1)
Case History 1.1: A Former Student's Unexpected Change	6	(1)
Why Study in a Hospitality Management Program?	7	(3)
Employment Opportunities
Planning a Career	10	(1)
The Meaning of Work
Employment as an Important Part of Your Education	11	(4)
Profiting from Work Experience
Learning Strategies for Work Experience
Getting a Job	15	(3)
Getting in the Door
Learning on the Job
Other Ways of Profiting from a Job
Industry Practice Note 1.1: An Employer's View of Job Placement	18	(1)
Employment at Graduation	18	(1)
Goals and Objectives: The Strategy of Job Placement	19	(1)
Global Hospitality Note 1.1: Career Opportunities Overseas	20	(4)
The Outlook for Hospitality	24	(4)
The Effect of September 11, 2001
Polarization in Hospitality Service Organizations
Accelerating Competition
Service Is the Difference
Value Consciousness
Technology
Empowerment
Diversity
Concern with Security
Concern with Sanitation
Globalization
Summary	28	(5)
Key Words and Concepts	29	(1)
Review Questions	29	(1)
Internet Exercises	29	(2)
Notes	31	(2)
Forces Affecting Growth and Change in the Hospitality Industry	33	(28)
Managing Change	34	(1)
Demand	34	(3)
The Changing Age Composition of Our Population
Industry Practice Note 2.1: Demographics in Practice	37	(4)
Diversity and Cultural Change
Global Hospitality Note 2.1: As North America Ages, Some Parts of the World Are Getting Younger	41	(4)
Industry Practice Note 2.2: Advocacy for the Advancement of Women in Food Service	45	(2)
Supply	47	(1)
Land and Its Produce
Industry Practice Note 2.3: Is the Middle Class Shrinking?	48	(5)
Labor
Workforce Diversity	53	(1)
The Impact of Labor Scarcity	54	(1)
Summary	55	(6)
Key Words and Concepts	56	(1)
Review Questions	57	(1)
Internet Exercises	57	(2)
Notes	59	(2)
PART TWO: FOOD SERVICE	61	(194)
The Restaurant Business	63	(40)
The Varied Field of Food Service	64	(4)
The Outlook for Food Service
The Restaurant Business	68	(1)
The Dining Market and the Eating Market	69	(8)
Dining Well
The Eating Market and Its Dynamics
Contemporary Popular-Priced Restaurants	77	(16)
Quick-Service Restaurants
Midscale Restaurants
Casual Restaurants
Case History 3.1: Quark's Restaurant Serves Earthlings Too	93	(2)
High-Check-Average Restaurants
Global Hospitality Note 3.1 Culinary Preparation	95	(1)
Restaurants as Part of a Larger Business	95	(2)
Restaurants in Retail Stores
Restaurants in Shopping Malls
Summary	97	(6)
Key Words and Concepts	98	(1)
Review Questions	98	(1)
Internet Exercises	99	(1)
Notes	100	(3)
Restaurant Operations	103	(24)
Restaurant Operations	104	(12)
The Front of the House
The Back of the House
The ``Office''
General Management
Life in the Restaurant Business
Salary Levels
Making a Profit in Food Service Operations	116	(2)
Increasing Sales
Reducing Costs
Keeping the Score in Operations: Accounting Statements and Operating Ratios	118	(4)
Cost of Sales
Controllable Expenses
Capital Costs
Summary	122	(5)
Key Words and Concepts	123	(1)
Review Questions	123	(1)
Internet Exercises	123	(2)
Notes	125	(2)
Restaurant Industry Organization: Chain, Independent, or Franchise?	127	(32)
Chain Restaurant Systems	128	(8)
Marketing and Brand Recognition
Site Selection Expertise
Access to Capital
Purchasing Economies
Control and Information Systems
New Product Development
Human-Resource Program Development
Chains' Market Share
Independent Restaurants	136	(3)
Operating Advantages
Marketing and Brand Recognition
Site Selection
Access to Capital
Purchasing Economies
Industry Practice Note 5.1: Working with the SBA	139	(1)
Control and Information Systems
Industry Practice Note 5.2: Why Go Public?	140	(2)
Human Resources
The Independent's Extra: Flexibility
The Independent's Imperative: Differentiation
Between Independent and Chain
Franchised Restaurants	142	(4)
The New Franchisee
Continuing Franchise Services
Industry Practice Note 5.3: Interested in Becoming a Franchisee?	146	(6)
Drawbacks for the Franchisee
The Franchisor's View
Franchisor-Franchisee Relations
Industry Practice Note 5.4: Conflict in Food Service Franchising	152	(1)
Franchising: A Middle Way
Summary	153	(6)
Key Words and Concepts	154	(1)
Review Questions	155	(1)
Internet Exercises	155	(2)
Notes	157	(2)
Competitive Forces in Food Service	159	(24)
Competitive Conditions in Food Service	160	(2)
The Marketing Mix	162	(1)
Product
Case History 6.1: Finding the Proper Marketing Mix--Shakey's Pizza	163	(9)
Price
Place---and Places
Promotion
Industry Practice Note 6.1: The Wealthiest Consumers	172	(2)
Competition with Other Industries	174	(4)
Convenience Stores
Supermarkets
The Home as Competition
Summary	178	(5)
Key Words and Concepts	179	(1)
Review Questions	179	(1)
Internet Exercises	180	(1)
Notes	181	(2)
Issues Facing Food Service	183	(30)
Consumer Concerns	184	(7)
Health and Wellness
Junk Food and a Hectic Pace
Nutritional Labeling
Industry Practice Note 7.1: Defining Health Claims	191	(3)
Sanitation
Alcohol and Dining
Food Service and the Environment	194	(7)
Thinking about Garbage: From Dump to Waste Stream
Managing the Waste Stream
Technology	201	(5)
Enhancing Customer Service
Technology in the Back of the House
Technology, the Internet, and Food Service Marketing
Technology and Management
Summary	206	(7)
Key Words and Concepts	207	(1)
Review Questions	207	(1)
Internet Exercises	208	(2)
Notes	210	(3)
On-Site Food Service	213	(42)
Comparing On-Site and Commercial Food Services	214	(3)
Self-Operated Facilities	217	(1)
Managed-Services Companies	217	(1)
Global Hospitality Note 8.1: International Perspectives	218	(2)
Pros and Cons of Managed Services
Business and Industry Food Service	220	(3)
Industry Practice Note 8.1: Measuring Guest Participation	223	(1)
College and University Food Service	224	(4)
College Students as Customers
Health Care Food Service	228	(6)
The Dietetic Professional
The Dietetic Technician
The Dietary Manager
Dietary Department Organization
Trends in Health Care Food Service
School and Community Food Service	234	(10)
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	244	(4)
Recreation
Private Clubs
Transportation
Vending	248	(2)
Case History 8.1: Vending Meets One Building's Food Service Needs	250	(1)
Summary	250	(5)
Key Words and Concepts	251	(1)
Review Questions	252	(1)
Internet Exercises	252	(2)
Notes	254	(1)
PART THREE: LODGING	255	(150)
Lodging: Meeting Guest Needs	257	(36)
The Evolution of Lodging	258	(3)
The History of Lodging
The Evolution of the Motel
The Motor Hotel
Classifications of Hotel Properties	261	(1)
Hotels Classified by Price
Industry Practice Note 9.1: Where Have All the Independents Gone?	262	(9)
Hotels Classified by Function
Hotels Classified by Location
Hotels Classified by Market Segment
Other Hotel Classifications
Industry Practice Note 9.2: Innkeeping Insights	271	(1)
Types of Travelers	272	(4)
Business Travelers
Other Segments
International Travelers
Anticipating Guest Needs in Providing Hospitality Service	276	(1)
Industry Practice Note 9.3: Creativity Is Evident in Hotel Properties	277	(1)
Industry Practice Note 9.4: Using Technology to Meet Guests' Expectations	278	(1)
Service, Service, Service	279	(2)
Industry Practice Note 9.5: Hotel Rating Services	281	(5)
Employees as the Internal Customers
Summary	286	(7)
Key Words and Concepts	287	(1)
Review Questions	287	(1)
Internet Exercises	288	(1)
Notes	289	(4)
Hotel and Lodging Operations	293	(40)
Major Functional Departments	294	(3)
The Rooms Side of the House	297	(12)
The Front Office
Automation of the Front Office
Reservations and Yield Management
Housekeeping
Telephone and Call Accounting Systems
Uniformed Services Staff
Industry Practice Note 10.1: The Concierge	309	(2)
Security
Hotel Food and Beverage Operations	311	(5)
Banquets Food Production
Sanitation and Utility
Leased Restaurants
Staff and Support Departments	316	(3)
Sales and Marketing
Accounting
Human Resources
Engineering
Income and Expense Patterns and Control	319	(5)
The Uniform System of Accounts
Entry Ports and Careers	324	(3)
Front Office
Accounting
Sales and Marketing
Food and Beverage
Owning Your Own Hotel
Summary	327	(6)
Key Words and Concepts	328	(1)
Review Questions	328	(1)
Internet Exercises	329	(1)
Notes	330	(3)
Forces Shaping the Hotel Business	333	(34)
The Economics of the Hotel Business	334	(9)
A Cyclical Business
Hotel Cycles and Financial Performance
RevPAR or ProfPAR?
Hotels as Real Estate
The Securitization of the Hotel Industry
Industry Practice Note 11.1: Hotels in Mixed-Use Developments	343	(5)
Industry Practice Note 11.2: The Elements of the Hotel Real-Estate Deal	348	(3)
The Hazards of Public Ownership
Dimensions of the Hotel Investment Decision	351	(1)
Financial
Case History 11.1: Going Public: Some Good News and Some Bad	352	(7)
An Operating Business
Segmentation: For Guests or Developers?
Management Companies
Asset Management
Industry Practice Note 11.3: How Were Bed-and-Breakfasts Impacted by the Economic Challenges?	359	(1)
Entrepreneurial Opportunities
Summary	360	(7)
Key Words and Concepts	361	(1)
Review Questions	361	(1)
Internet Exercises	362	(1)
Notes	363	(4)
Competition in the Lodging Business	367	(38)
The Conditions of Competition	368	(2)
A Fragmented Market
A Cyclical Market
Cost Structure
Securitization
Technological Revolution
The Marketing Mix in Lodging	370	(2)
Competitive Tactics
Product in a Segmented Market	372	(11)
Food Service
Other Services and Amenities
Systemwide Services
Price and Pricing Tactics	383	(1)
Global Hospitality Note 12.1: The Changing Hotel Environment in Europe	384	(3)
Industry Practice Note 12.1: Franchisors--Franchisees: A Growing Team Approach	387	(4)
Yield Management
Place--and Places	391	(2)
Location
Distribution Channels
Industry Practice Note 12.2: Travel Intermediaries: Utell Acquires Unirez	393	(4)
Promotion: Marketing Communication	397	(3)
Advertising in Mass Media
Advertising on the Internet
Sales Promotion
Summary	400	(5)
Key Words and Concepts	401	(1)
Review Questions	402	(1)
Internet Exercises	402	(1)
Notes	403	(2)
PART FOUR: TRAVEL AND TOURISM	405	(78)
Tourism: Front and Center	407	(30)
The Importance of Tourism	408	(1)
Factors Affecting Travel and Tourism	409	(3)
Growing Leisure Time?
Income Trends
Demographics and Travel
Travel Trends	412	(1)
Mode of Travel
Global Hospitality Note 13.1: Public Anxiety and the Travel Industry	413	(2)
Trip Duration
The Economic Significance of Tourism	415	(3)
Tourism and Employment
Publicity as an Economic Benefit
The United States as an International Tourist Attraction	418	(3)
Measuring the Volume
Reasons for Growth of the United States as a Destination
Businesses Serving the Traveler	421	(6)
Passenger Transportation
Channels of Distribution
Reservation Networks
Noneconomic Effects of Tourism	427	(4)
Crowding
Favorable Noneconomic Effects
Summary	431	(6)
Key Words and Concepts	431	(1)
Review Questions	432	(1)
Internet Exercises	432	(3)
Notes	435	(2)
Destinations: Tourism Generators	437	(46)
Motives and Destinations	438	(4)
Mass-Market Tourism	442	(1)
Planned Play Environments	443	(1)
Theme Parks	444	(6)
Themes
Scale
Regional Theme Parks
Themes and Cities
Industry Practice Note 14.1: A Different Kind of Theme Park	450	(3)
Employment and Training Opportunities
Casinos and Gaming	453	(13)
Las Vegas
Laughlin (Clark County)
Atlantic City
Mississippi Gulf Coast
Casino Markets and the Business of Casinos
Casino Staffing
Urban Entertainment Centers	466	(2)
Case History 14.1: The National Restaurant Association Restaurant Show	468	(5)
Shopping Centers
Zoos, Sanctuaries, and Aquariums
Temporary Attractions: Fairs and Festivals	473	(1)
Case History 14.2: The New Orleans Jazz Fest	474	(1)
Natural Environments	475	(2)
Global Hospitality Note 14.1: Ecotourism in Other Countries	477	(1)
On a Lighter Note . . .	478	(1)
Summary	479	(4)
Key Words and Concepts	479	(1)
Review Questions	480	(1)
Internet Exercises	480	(2)
Notes	482	(1)
PART FIVE: HOSPITALITY AS A SERVICE INDUSTRY	483	(28)
The Role of Service in the Hospitality Industry	485	(26)
A Study of Service	486	(1)
What Is Service?	487	(2)
Industry Practice Note 15.1: Six Sigma Comes to the Hospitality Industry	489	(3)
Types of Service
Rendering Personal Service	492	(1)
Industry Practice Note 15.2: Service and Stress	493	(2)
Task
Interpersonal Skills
Managing the Service Transaction	495	(5)
The Product View of Service
The Process View: Empowerment
Production or Process View?
How Companies Organize for Service	500	(6)
Service Strategy
Service Culture
The Employee as Product: The Importance of People
Service as a Sustainable Competitive Advantage
Summary	506	(5)
Key Words and Concepts	507	(1)
Review Questions	507	(1)
Internet Exercises	508	(1)
Notes	509	(2)
Index	511