Introduction to Management in the Hospitality Industry, 7th Edition

by Tom Powers (Emeritus, School of Hotel and Food Administration, Univ. of Guelph); Clayton W. Barrows (School of Hotel and Food Administration, Univ. of Guelph)

• ISBN13: 9780471359012
• ISBN10: 0471359017
• Edition: 7th
• Format: Hardcover
• Copyright: 2003-01-01
• Publisher: Wiley

Summary

The revised edition of the classic introductory volume to hospitality management Introduction to Management in the Hospitality Industry covers all aspects of managing in the business, from operational issues to the role of management. This extensively revised Seventh Edition continues to set itself apart with: A new, full-color interior design New and revised Internet exercises More than 230 photographs, figures, and tables from a diverse cross section of hospitality spots around the world Case histories Global hospitality notes and industry practice notes Chapter review questions The authors2 accessible treatment makes it easy for students to gain a clear understanding of the size and scope of this expanding industry and what goes into managing it. Introduction to Management in the Hospitality Industry, Seventh Edition is the perfect beginning for students interested in a management career in the hospitality sector. Visit the accompanying Web site at www.wiley.com/college

Author Biography

Clayton W. Barrows is Associate Professor, School of Hotel and Food Administration, University of Guelph.

Table of Contents

Preface	xvi
PART ONE PERSPECTIVES ON CAREERS IN HOSPITALITY	1	(56)
The Hospitality Industry and You	3	(28)
What Is Hospitality Management?	4	(1)
The Manager's Role in the Hospitality Industry	5	(1)
Why Study in a Hospitality Management Program?	6	(3)
Employment Opportunities
Planning a Career	9	(2)
The Meaning of Work
Employment as an Important Part of Your Education	11	(5)
Profiting from Work Experience
Learning Strategies for Work Experience
Getting a Job	16	(3)
Getting in the Door
An Employer's View of Job Placement	17	(2)
Learning on the Job
Other Ways of Profiting from a Job
Employment at Graduation	19	(1)
Goals and Objectives: The Strategy of Job Placement	19	(4)
Career Opportunities Overseas	20	(3)
The Outlook for Hospitality	23	(3)
Polarization in Hospitality Service Organizations
Accelerating Competition
Service Is the Difference
Value Consciousness
Technology
Empowerment
Diversity
Concern with Security
Concern with Sanitation
Globalization
Summary	26	(5)
Key Words and Concepts	27	(1)
Review Questions	28	(1)
Internet Exercises	28	(1)
Notes	29	(2)
Forces Affecting Growth and Change in the Hospitality Industry	31	(26)
Demand	32	(13)
The Changing Age Composition of Our Population
Demographics in Practice	35	(7)
Diversity and Cultural Change
Advocacy for the Advancement of Women in Food Service	42	(3)
Supply	45	(6)
Land and Its Produce
Is The Middle Class Shrinking?	46	(2)
Lifestyle and Demand For Hospitality Services	48	(3)
Labor
Workforce Diversity	51	(1)
The Impact of Labor Scarcity	52	(1)
Summary	53	(4)
Key Words and Concepts	54	(1)
Review Questions	54	(1)
Internet Exercises	55	(1)
Notes	56	(1)
PART TWO FOOD SERVICE	57	(182)
The Restaurant Business	59	(36)
The Varied Field of Food Service	60	(3)
The Outlook for Food Service
The Restaurant Business	63	(1)
The Dining Market and the Eating Market	64	(8)
Dining Well
Top Denver Restaurant Faces Hard Decision	69	(3)
The Eating Market and Its Dynamics
Contemporary Popular-Priced Restaurants	72	(16)
Quick-Service Restaurants
Midscale Restaurants
High-Check-Average Restaurants
Casual Restaurants
Restaurants as a Part of a Larger Business	88	(2)
Restaurants in Retail Stores
Restaurants in Shopping Malls
Restaurants at Truck Stops
Summary	90	(5)
Key Words and Concepts	90	(1)
Review Questions	91	(1)
Internet Exercise	91	(1)
Notes	92	(3)
Restaurant Operations	95	(22)
Restaurant Operations	96	(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	108	(2)
Increasing Sales
Reducing Costs
Keeping the Score in Operations: Accounting Statements and Operating Ratios	110	(3)
Cost of Sales
Controllable Expenses
Capital Costs
Summary	113	(4)
Key Words and Concepts	114	(1)
Review Questions	114	(1)
Internet Exercises	114	(1)
Notes	115	(2)
Restaurant Industry Organization: Chain, Independent, or Franchise?	117	(29)
Chain Restaurant Systems	118	(6)
Marketing and Brand Recognition
Site Selection Expertise
Access to Capital
Purchasing Economies
Control and Information Systems
Personnel Program Development
Chains' Market Share
Independent Restaurants	124	(6)
Operating Advantages
Marketing and Brand Recognition
Site Selection
Access to Capital
Working with the SBA	127	(1)
Why Go Public?	128	(2)
Purchasing Economies
Control and Information Systems
Human Resources
The Independent's Extra: Flexibility
The Independent's Imperative: Differentiation
Between Independent and Chain
Franchised Restaurants	130	(12)
The New Franchisee
Continuing Franchise Services
Interested in Becoming a Franchisee?	134	(6)
Drawbacks for the Franchise
The Franchisor's View
Conflict in Food Service Franchising	140	(2)
Franchisor-Franchisee Relations
Franchising: A Middle Way
Summary	142	(4)
Key Words and Concepts	143	(1)
Review Questions	143	(1)
Internet Exercises	144	(1)
Notes	145	(1)
Competitive Forces in Food Service	146	(25)
Competitive Conditions in Food Service	147	(1)
The Marketing Mix	148	(12)
Product
Concept Blur and the Great American Hot Dog	150	(5)
Price
Place---and Places
Promotion
Food Service Advertising and Diversity	155	(5)
Competition with Other Industries	160	(6)
Convenience Stores
Supermarkets
The Home as Competition
Competition Between Food Service and Grocers Spurs New Product Development	162	(4)
Summary	166	(5)
Key Words and Concepts	167	(1)
Review Questions	167	(1)
Internet Exercises	168	(1)
Notes	169	(2)
Issues Facing Food Service	171	(28)
Consumer Concerns	172	(10)
Nutrition
Junk Food and a Hectic Pace
Nutritional Labeling
Defining Health Claims	178	(4)
Sanitation
Alcohol and Dining
Food Service and the Environment	182	(6)
Thinking About Garbage: From Dump to Waste Stream
Managing the Waste Stream
Technology	188	(5)
Enhancing Customer Service
Technology in the Back of the House
Technology, the Internet, and Food Service Marketing
Technology and Management
Summary	193	(6)
Key Words and Concepts	194	(1)
Review Questions	194	(1)
Internet Exercises	195	(1)
Notes	196	(3)
On-site Food Service	199	(40)
Comparing On-site and Commercial Food Services	200	(3)
Self-operated Facilities	203	(1)
Managed-Services Companies	203	(3)
International Perspectives	204	(2)
Pros and Cons of Contract Management
Business and Industry Food Service	206	(3)
Measuring Guest Participation	208	(1)
College and University Food Service	209	(3)
College Students as Customers
Health Care Food Service	212	(6)
The Dietetic Professional
The Dietetic Technician
The Dietary Manager
Dietary Department Organization
Trends in Health Care Food Service
School and Community Food Service	218	(9)
The School Food Service Model
Contract Companies in School Food Service
Service Programs for the Aging
Community-Based Services
Retirement Housing Communities
Other Segments	227	(5)
Recreation
Private Clubs
Transportation
Vending	232	(2)
Vending Meets One Building's Food Service Needs	234	(1)
Summary	234	(5)
Key Words and Concepts	235	(1)
Review Questions	235	(1)
Internet Exercises	236	(1)
Notes	237	(2)
PART THREE LODGING	239	(134)
Lodging: Meeting Guest Needs	241	(32)
The Evolution of Lodging	242	(3)
The History of Lodging
The Evolution of the Motel
The Motor Hotel
Types of Lodging Properties	245	(11)
Hotels Classified by Price
Where Have All The Independents Gone?	246	(9)
Hotels Classified by Function
Hotels Classified by Location
Hotels Classified by Market Segment
Other Hotel Classifications
Innkeeping Insights	255	(1)
Types of Guests	256	(3)
Business Travelers
Other Segments
International Travelers
Differentiation and Meeting Guests' Needs	259	(7)
Using Technology To Meet Guests' Expectations	261	(1)
Hotel Rating Services	262	(4)
Service, Service, Service
Employees as the Internal Customers
Summary	266	(7)
Key Words and Concepts	268	(1)
Review Questions	268	(1)
Internet Exercises	269	(1)
Notes	269	(4)
Hotel and Motel Operations	273	(34)
Major Functional Departments	274	(2)
The Rooms Side of the House	276	(11)
The Front Office
Automation of the Front Office
Reservations and Yield Management
Security
Telephone and Call Accounting Systems
Housekeeping
The Concierge	286	(1)
Uniformed Services Staff
Food and Beverage Department	287	(5)
Restaurants
banquets
Food Production
Sanitation and Utility
The Exceptional Case
Leased Restaurants
Staff and Support Departments	292	(3)
Sales and Marketing
Accounting
Human Resources
Engineering
Income and Expense Patterns and Control	295	(5)
The Uniform System of Accounts
Entry Ports and Careers	300	(3)
Front Office
Accounting
Sales and Marketing
Food and Beverage
Owning Your Own Hotel
Summary	303	(4)
Key Words and Concepts	304	(1)
Review Questions	304	(1)
Internet Exercises	304	(1)
Notes	305	(2)
Forces Shaping the Hotel Business	307	(28)
The Economics of the Hotel Business	308	(15)
A Cyclical Business
The Securitization of the Hotel Industry
Reits in Practice	316	(4)
The Hazards of Public Ownership
Going Public: Some Good News and Some Bad	320	(3)
Growth in Lodging
Dimensions of the Hotel Investment Decision	323	(7)
Financial
Exchange Rates and Hotel Valuations	324	(1)
Globalization and Taxation	325	(5)
Real Estate
An Operating Business
Segmentation: For Guests or Developers?
Management Companies
Entrepreneurial Opportunities
Summary	330	(5)
Key Words and Concepts	331	(1)
Review Questions	331	(1)
Internet Exercises	332	(1)
Notes	332	(3)
Competition in the Lodging Business	335	(38)
The Conditions of Competition	336	(3)
A Fragmented Market
A Cyclical Market
Cost Structure
Securitization
Technological Revolution
The Marketing Mix in Lodging	339	(1)
Competitive Tactics	340	(1)
Product in a Segmented Market	341	(10)
Food Service
Other Services and Amenities
Systemwide Services
Price and Pricing Tactics	351	(6)
Yield Management
Place---and Places	357	(4)
Location
Channels of Distribution
Travel Intermediaries: Rezsolutions	360	(1)
Promotion: Marketing Communication	361	(7)
Franchising Worldwide	362	(3)
Advertising in Mass Media
Travel Bookings On The Internet To Skyrocket	365	(3)
Advertising on the Internet
Sales Promotion
Marketing and Competition	368	(1)
Summary	368	(5)
Key Words and Concepts	369	(1)
Review Questions	370	(1)
Internet Exercise	370	(1)
Notes	370	(3)
PART FOUR TRAVEL AND TOURISM	373	(70)
Tourism: Front and Center	375	(28)
The Importance of Tourism	376	(1)
Factors Affecting Travel and Tourism	377	(3)
Growing Leisure Time?
Income Trends
Demographics
Travel Trends	380	(2)
Mode of Travel
Trip Duration
The Economic Significance of Tourism	382	(2)
Tourism and Employment
Publicity as an Economic Benefit
The United States as an International Tourist Attraction	384	(3)
Measuring the Volume
Reasons for Growth of the United States as a Destination
Businesses Serving the Traveler	387	(7)
Passenger Transportation
Channels of Distribution
Reservation Networks
Noneconomic Effects of Tourism	394	(3)
Crowding
Favorable Noneconomic Effects
Summary	397	(6)
Key Words and Concepts	398	(1)
Review Questions	398	(1)
Internet Exercises	399	(2)
Notes	401	(2)
Destinations: Tourism Generators	403	(40)
Motives and Destinations	404	(2)
Mass-Market Tourism	406	(1)
Planned Play Environments	407	(1)
Theme Parks	408	(7)
Themes
Scale
Themes and Cities
Regional Theme Parks
Employment and Training Opportunities
Casinos and Gaming	415	(13)
Las Vegas
Laughlin (Clark County)
Atlantic City
Mississippi Gulf Coast
Casino Markets and the Business of Casinos
Casino Staffing
Viewpoint
Urban Entertainment Centers	428	(5)
The National Restaurant Association Restaurant Show	430	(3)
Zoos and Aquariums
Shopping Centers
Temporary Attractions: Fairs and Festivals	433	(3)
The New Orleans Jazz Fest	435	(1)
Natural Environments	436	(3)
Ecotourism In Other Countries	437	(2)
Summary	439	(4)
Key Words and Concepts	439	(1)
Review Questions	439	(1)
Internet Exercises	440	(1)
Notes	441	(2)
PART FIVE MANAGEMENT IN THE HOSPITALITY INDUSTRY	443	(142)
Management: A New Way of Thinking	445	(26)
Management and Supervision	446	(1)
The Economizing Society	447	(1)
The Managerial Revolution	448	(5)
Taylor: The Work Process Focus
Fayol: Administrative Management
Human Relations: Work as a Social Process
Implications for the Modern Hospitality Manager
Management: A Dynamic Force in a Changing Society	453	(8)
Statler: The First ``National'' Hospitality System
Stouffer's Modern Management Techniques
The Building of Complex Hospitality Systems
Where Does A Concept Come From?	460	(1)
What Is Management?	461	(6)
What Is Our Business?
In Business for Yourself?
Summary	467	(4)
Key Words and Concepts	468	(1)
Review Questions	468	(1)
Internet Exercises	468	(1)
Notes	469	(2)
Planning in Hospitality Management	471	(22)
Why Study Planning?	472	(1)
Planning in Organizations	473	(5)
Planning On An Olympic Scale At Aramark	474	(4)
Some Planning Concepts
Goal Setting: Management by Objectives	478	(4)
Characteristics of Well-Thought-Out Goals
Goal Congruence
Goals and Policies
Planning in Operations	482	(3)
Strategic Issues
From Strategy to Tactics
Long-range Planning Tools	485	(3)
Return on Investment
Cost-Benefit Analysis
The Individual Worker as Planner	488	(2)
Planning as a Personal Process
Summary	490	(3)
Key Words and Concepts	490	(1)
Review Questions	490	(1)
Internet Exercises	491	(1)
Notes	491	(2)
Organizing in Hospitality Management	493	(24)
Authority: The Cement of Organizations	494	(3)
The Bases of Authority
Authority and Responsibility
Authority: A Summary
Departmentalization	497	(5)
Reorganization in a Multibrand Company	498	(4)
The Delegation of Authority
Span of Control
Bases for Departmentalization
Line and Staff	502	(2)
Line Management
Staff Assistance
Issues in Organizing	504	(9)
Functional Staff Authority
Increasing the Span of Control: Empowering Managers
Committees
Bureaucracy
Ad Hocracy
Summary	513	(4)
Key Words and Concepts	514	(1)
Review Questions	514	(1)
Internet Exercise	514	(1)
Notes	515	(2)
Staffing: Human-Resources Management in Hospitality Management	517	(30)
Issues in Human-Resources Management	518	(1)
Fitting People to Jobs	519	(5)
Job and Person Specifications
Recruiting	524	(3)
Internal Sources
External Sources
Segmenting the Employee Market
Selection and Employment	527	(5)
Selection
Orientation
Training	532	(5)
Training and the Internet	533	(2)
Management Training
On-the-Job Training
Training in a Global Hospitality Industry	535	(2)
Everybody Gets Trained
Retaining Employees	537	(1)
Staff Planning	538	(5)
Job and Work Needs
Part-time Employees
Computerized Scheduling
Summary	543	(4)
Key Words and Concepts	543	(1)
Review Questions	543	(1)
Internet Exercises	544	(1)
Notes	544	(3)
Control in Hospitality Management	547	(16)
The Importance of Control	548	(1)
Control and the ``Cybernetic Loop''	549	(5)
Control Through Management Action
Characteristics of Control Systems
Tools for Control	554	(6)
Financial Accounting
Managerial Accounting
Decision Accounting
Summary	560	(3)
Key Words and Concepts	560	(1)
Review Questions	560	(1)
Internet Exercises	561	(2)
Leadership and Directing in Hospitality Management	563	(22)
The ``Conclusions'' of Social Science Research	564	(1)
Relationship to Other Management Functions
Why People Follow	565	(4)
Necessity as Work Motivation
Advantage as Work Motivation
Personal Satisfaction as Work Motivation
Independence as Work Motivation
Encouragement, Praise, and Recognition as Work Motivation
Money as Work Motivation
Company Policy as Work Motivation
Does Happiness Lead to Productivity?
Leadership Theories	569	(5)
Three Important Elements of Modern Leadership
Participation
Communication	574	(2)
Barriers to Communication
Gateways to Communication
The Elements of Leading and Directing	576	(5)
Leadership and Change
What Does a Leader Do For a Living?	578	(3)
Developing Your Own Leadership Style	581	(2)
Summary	583	(2)
Key Words and Concepts	583	(1)
Review Questions	583	(1)
Internet Exercise	584	(1)
Notes	584	(1)
PART SIX HOSPITALITY AS A SERVICE INDUSTRY	585	(28)
The Role of Service in the Hospitality Industry	587	(26)
A Study of Service	588	(1)
What Is Service?	589	(4)
Types of Service
Rendering Personal Service	593	(3)
Task
Service and Stress	594	(2)
Interpersonal Skills
Managing the Service Transaction	596	(5)
The Product View of Service
The Process View: Empowerment
Production or Process View?
How Companies Organize for Service	601	(7)
Service Strategy
Service Culture
The Employee as Product: The Importance of People
Service as a Sustainable Competitive Advantage
Summary	608	(5)
Key Words and Concepts	609	(1)
Review Questions	609	(1)
Internet Exercises	609	(1)
Notes	610	(3)
Index	613