Exploring the Hospitality Industry

by Walker, John R.

• ISBN13: 9780132437660
• ISBN10: 013243766X
• Edition: 1st
• Format: Paperback
• Copyright: 2007-05-02
• Publisher: Prentice Hall

Summary

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 Student	p. xxi
Preface	p. xxix
Acknowledgments	p. xxxiii
About the Author	p. xxxv
Hospitality, Tourism, and Travel
Hospitality Spirit	p. 3
Welcome, to You, the Future Hospitality Industry Leaders!	p. 4
The Pineapple Tradition	p. 5
The Interrelated Nature of Hospitality and Tourism	p. 6
Characteristics of the Hospitality Industry	p. 7
The Focus on Service	p. 10
Perfecting Service	p. 11
Success in Service	p. 11
Moments of Truth	p. 13
Ways to Perfect Service	p. 15
Service and Total Quality Management	p. 16
The Disney Approach to Guest Service	p. 19
So What Is the Disney Service Model?	p. 22
Ethics	p. 25
Ethical Dilemmas in Hospitality	p. 26
Trends in Hospitality	p. 27
Summary	p. 29
Key Words and Concepts	p. 30
Review Questions	p. 30
Internet Exercises	p. 30
Apply Your Knowledge	p. 30
Suggested Activity	p. 30
Endnotes	p. 31
Tourism	p. 33
Tourism	p. 35
Tourism Defined	p. 36
Benefits of Tourism	p. 36
Tourism 2020 Vision	p. 37
Air Travel	p. 39
The Hub-and-Spoke System	p. 41
Rail, Automobile, and Coach Travel	p. 41
Traveling by Train	p. 42
Rail Travel Abroad	p. 43
Does the Train Have a Future?	p. 44
Traveling by Car	p. 45
Automobile Associations	p. 45
Rental Cars	p. 46
Traveling by Bus	p. 46
Types of Bus Service	p. 47
Motorcoach Associations	p. 47
Tourism Organizations	p. 50
International Organizations	p. 50
Domestic Organizations	p. 54
State Offices of Tourism	p. 54
City-Level Offices of Tourism and Convention Centers	p. 54
The Economic Impact of Tourism	p. 54
The Multiplier Effect	p. 55
Promoters of Tourism	p. 56
Tour Operators	p. 56
Travel Agencies	p. 56
Travel Corporations	p. 58
Corporate Travel Manager	p. 59
Travel and Tour Wholesalers	p. 59
Certified Travel Counselor (CTC)	p. 59
National Offices of Tourism (NOT)	p. 60
Destination Management Companies (DMCs)	p. 60
Trends in Tourism	p. 61
Summary	p. 63
Key Words and Concepts	p. 63
Review Questions	p. 64
Internet Exercises	p. 64
Apply Your Knowledge	p. 64
Suggested Activity	p. 64
Endnotes	p. 65
Why People Travel	p. 67
Pleasure Travel	p. 69
Different Places for Different People	p. 70
Business Travel	p. 71
Social and Cultural Impact of Tourism	p. 73
Sustainable Tourism and Ecotourism	p. 74
Cultural Tourism	p. 78
Impact of Tourism on Culture	p. 79
Tourism and Art	p. 79
Heritage Tourism	p. 81
The Benefits of Preservation	p. 82
Challenges in Heritage Tourism	p. 82
Find the Fit between Community and Tourism	p. 84
Four Steps to a Comprehensive Heritage Program	p. 84
Nature Tourism	p. 89
Trends in Travel	p. 90
Summary	p. 92
Key Words and Concepts	p. 93
Review Questions	p. 93
Internet Exercises	p. 93
Apply Your Knowledge	p. 93
Suggested Activities	p. 93
Endnotes	p. 94
Lodging and Cruising
Lodging	p. 97
Hotel Development and Ownership	p. 98
Franchising	p. 98
Management Contracts	p. 101
Real Estate Investment Trust (REIT)	p. 104
Rating and Classification of Hotels	p. 105
Types and Locations of Hotels	p. 109
City Center Hotels	p. 109
Airport Hotels	p. 110
Freeway Hotels and Motels	p. 110
Casino Hotels	p. 110
Convention Hotels	p. 111
Full-Service Hotels	p. 111
Economy/Budget Hotels	p. 112
Extended-Stay Hotels	p. 112
All-Suite Extended-Stay Hotels	p. 113
Condotels	p. 113
Mixed-Use Hotel Development	p. 114
Bed and Breakfast Inns	p. 114
Resort Hotels	p. 114
Vacation Ownership	p. 116
Best, Biggest, and Most Unusual Hotels and Chains	p. 119
The Best Hotel Chains	p. 119
The Most Unusual Hotels	p. 119
International Perspective	p. 120
Trends in Hotel Development	p. 121
Summary	p. 124
Key Words and Concepts	p. 124
Review Questions	p. 125
Internet Exercises	p. 125
Apply Your Knowledge	p. 125
Suggested Activity	p. 125
Endnotes	p. 125
Lodging Operations	p. 127
The Functions and Departments of a Hotel	p. 128
Role of the Hotel General Manager	p. 129
Management Structure	p. 130
The Executive Committee	p. 130
The Departments	p. 131
Rooms Division	p. 131
Front Office	p. 131
Night Auditor	p. 135
Property Management Systems	p. 142
Revenue Management	p. 143
Reservations	p. 144
Communications CBX or PBX	p. 145
Guest Services	p. 145
Concierge	p. 146
Housekeeping	p. 147
Security/Loss Prevention	p. 149
Food and Beverage Management	p. 150
Kitchen	p. 152
Hotel Restaurants	p. 152
Bars	p. 152
Stewarding Department	p. 153
Catering Department	p. 154
Catering Event Order	p. 155
Catering Services Manager	p. 155
Room Service/In-Room Dining	p. 155
Trends in Lodging Operations	p. 157
Summary	p. 160
Key Words and Concepts	p. 160
Review Questions	p. 160
Internet Exercises	p. 161
Apply Your Knowledge	p. 161
Suggested Activity	p. 161
Endnotes	p. 161
Cruising	p. 163
Cruise Industry Development	p. 164
The First Cruise Ships	p. 165
Cruising Today	p. 166
The Key Players in the Cruise Industry	p. 166
The Cruise Market	p. 168
Types of Cruise Markets	p. 172
Types of Cruises	p. 173
Regional Cruises	p. 173
Coastal Cruises	p. 173
River Cruises	p. 173
Barges	p. 173
Steam Boating	p. 173
Expeditions and Natural Cruises	p. 174
Adventure Cruises	p. 174
Sail-Cruises	p. 174
World Cruises	p. 174
Crossings	p. 175
Specialty and Theme Cruises	p. 175
Deluxe Cruising	p. 176
All Aboard-Organization of the Cruise Ship	p. 178
Cruise Industry Employment	p. 181
Cruise Destinations	p. 182
Trends in the Cruise Industry	p. 186
Summary	p. 188
Key Words and Concepts	p. 189
Review Questions	p. 189
Internet Exercises	p. 189
Apply Your Knowledge	p. 189
Suggested Activities	p. 189
Endnotes	p. 189
Food and Beverage Service and Management
Restaurants	p. 193
Restaurants	p. 194
Classification of Restaurants	p. 194
Franchises	p. 196
Fine Dining	p. 196
Casual Dining	p. 200
Quick-Service/Fast-Food Restaurants	p. 202
Trends in the Restaurant Business and How They Affect Us	p. 207
Food Trends and Practices	p. 208
Summary	p. 212
Key Words and Concepts	p. 212
Review Questions	p. 212
Internet Exercises	p. 212
Apply Your Knowledge	p. 212
Suggested Activities	p. 213
Endnotes	p. 213
Restaurant Operations	p. 215
Front of the House	p. 216
Restaurant Forecasting	p. 218
Service	p. 218
Suggestive Selling	p. 220
Back of the House	p. 221
Food Production	p. 221
Kitchen/Food Production	p. 223
Management Involvement and Follow-Up	p. 226
Purchasing	p. 228
Receiving	p. 230
Storing/Issuing	p. 230
Cost Control	p. 235
Food and Beverage Cost Percentages	p. 235
Labor Cost Control	p. 236
Restaurant Manager Job Analysis	p. 238
Human Resource Management	p. 238
Financial Management	p. 239
Administrative Management	p. 240
Operations Management	p. 240
Trends in Restaurant Operations	p. 242
Summary	p. 245
Key Words and Concepts	p. 245
Review Questions	p. 245
Internet Exercises	p. 246
Apply Your Knowledge	p. 246
Suggested Activities	p. 246
Endnotes	p. 247
Managed Services	p. 249
Overview	p. 250
Airlines and Airports	p. 251
In-Flight Foodservice	p. 251
Military	p. 253
Elementary and Secondary Schools	p. 254
Nutrition Education Programs	p. 256
Colleges and Universities	p. 257
Student Unions	p. 258
Responsibilities in Managed Services	p. 261
Health Care Facilities	p. 264
Business and Industry	p. 269
Leisure and Recreation	p. 270
Stadium Points of Service	p. 271
Other Facilities	p. 271
Advantages and Disadvantages	p. 272
Seniors	p. 272
Trends in Managed Services	p. 272
Summary	p. 276
Key Words and Concepts	p. 276
Review Questions	p. 276
Internet Exercises	p. 277
Apply Your Knowledge	p. 277
Suggested Activity	p. 277
Endnotes	p. 277
Beverages	p. 279
Wines	p. 280
Light Beverage Wines	p. 280
Sparkling Wines	p. 281
Fortified Wines	p. 282
Aromatic Wines	p. 282
The History of Wine	p. 282
The Making of Wine	p. 282
Matching Wine with Food	p. 283
Major Wine-Producing Countries	p. 287
Beer	p. 289
The Brewing Process	p. 289
Spirits	p. 291
Whiskies	p. 292
White Spirits	p. 293
Other Spirits	p. 293
Cocktails	p. 294
Nonalcoholic Beverages	p. 295
Nonalcoholic Beer	p. 295
Coffee	p. 295
Tea	p. 296
Carbonated Soft Drinks	p. 298
Juices	p. 299
Power Drinks	p. 299
Bottled Water	p. 299
Types of Bars	p. 300
Restaurant and Hotel Bars	p. 300
Nightclubs	p. 300
Microbreweries	p. 301
Sports Bars	p. 302
Coffee Shops	p. 303
Liquor Liability and the Law	p. 304
Highway Deaths and Alcohol	p. 304
Trends in the Beverage Industry	p. 305
Summary	p. 308
Key Words and Concepts	p. 308
Review Questions	p. 309
Internet Exercises	p. 309
Apply Your Knowledge	p. 309
Suggested Activities	p. 310
Endnotes	p. 310
Club Management, Attractions, and Recreation
Clubs	p. 313
Development of Clubs	p. 314
Size and Scope of the Club Industry	p. 315
Types of Clubs	p. 315
Country Clubs	p. 315
City Clubs	p. 316
Other Clubs	p. 316
Key Players in the Club Industry	p. 317
Club Management	p. 317
Club Management Structure	p. 321
Club Food and Beverage Management	p. 327
The Golf Course Superintendent	p. 327
The Golf Professional	p. 328
The Golf Shop	p. 328
Trends in Club Management	p. 328
Summary	p. 331
Key Words and Concepts	p. 332
Review Questions	p. 332
Internet Exercises	p. 332
Apply Your Knowledge	p. 333
Suggested Activities	p. 333
Endnotes	p. 333
Theme Parks and Attractions	p. 335
The Development of Theme Parks	p. 336
Size and Scope of the Theme Park Industry	p. 336
Key Players in the Theme Park Industry	p. 337
Magic Kingdom	p. 338
Epcot	p. 339
Disney-MGM Studios	p. 340
Universal Studios	p. 341
Anheuser-Busch Companies	p. 342
Hershey's	p. 343
Regional Theme Parks	p. 347
Dollywood	p. 347
LegoLand	p. 347
GatorLand	p. 347
Wet 'N' Wild	p. 348
Theme Park Management	p. 348
Fairs, Festivals, and Events	p. 350
Oktoberfest	p. 351
The Carnival in Rio de Janeiro, Brazil	p. 351
Reggae on the River	p. 351
Mardi Gras	p. 352
Grand Ole Opry	p. 352
Employment	p. 352
Trends in the Theme Park Industry	p. 354
Summary	p. 356
Key Words and Concepts	p. 356
Review Questions	p. 356
Internet Exercises	p. 356
Apply Your Knowledge	p. 357
Suggested Activity	p. 357
Endnotes	p. 357
Gaming Entertainment	p. 359
Gaming Entertainment	p. 360
Historical Review of Gaming Entertainment	p. 363
Native American Gaming	p. 364
Size and Scope of Gaming Entertainment	p. 366
Key Players in the Industry	p. 367
Positions in Gaming Entertainment	p. 369
Hotel Operations	p. 369
Food and Beverage Operations	p. 370
Casino Operations	p. 370
Retail Operations	p. 370
Entertainment Operations	p. 370
Trends in the Gaming Entertainment Industry	p. 372
Summary	p. 375
Key Words and Concepts	p. 375
Review Questions	p. 376
Internet Exercises	p. 376
Apply Your Knowledge	p. 376
Suggested Activity	p. 376
Endnotes	p. 376
Assemblies and Event Management
Meetings, Conventions, and Expositions	p. 379
Development of the Meetings, Conventions, and Expositions Industry	p. 380
Size and Scope of the Industry	p. 380
Key Players in the Industry	p. 381
Destination Management Companies	p. 382
Meeting Planners	p. 384
Service Contractors	p. 385
Types of Meetings, Conventions, and Expositions	p. 388
Meetings	p. 388
Association Meetings	p. 389
Conventions and Expositions	p. 390
Meetings, Incentive Travel, Conventions, and Exhibitions (MICE)	p. 394
Types of Associations	p. 394
Types of Meetings	p. 395
Meeting Planning	p. 397
Venues for Meetings, Conventions, and Expositions	p. 400
City Centers	p. 400
Convention Centers	p. 400
Conference Centers	p. 402
Hotels and Resorts	p. 402
Cruise Ships	p. 402
Colleges and Universities	p. 403
Trends in Meetings, Conventions, and Expositions	p. 403
Summary	p. 407
Key Words and Concepts	p. 407
Review Questions	p. 408
Internet Exercises	p. 408
Apply Your Knowledge	p. 408
Suggested Activity	p. 408
Endnotes	p. 409
Special Events	p. 411
What Event Planners Do	p. 413
Event Management	p. 414
Research	p. 415
Design	p. 416
Planning	p. 416
Coordination	p. 416
Evaluation	p. 417
Challenges for Event Planners and Managers	p. 417
Classifications of Special Events	p. 418
Corporate Events	p. 419
Association Events	p. 420
Charity Balls and Fund-Raising Events	p. 421
Social Events	p. 422
Fairs and Festivals	p. 423
Concerts and Sporting Events	p. 424
Mega Events	p. 426
Required Skills and Abilities for Event Management	p. 428
Leadership Skills	p. 428
Ability to Communicate with Other Departments	p. 429
Project Management Skills	p. 429
Negotiating Skills	p. 430
Coordinating and Delegating Skills	p. 430
Budgeting Skills	p. 431
Ability to Multitask	p. 431
Enthusiasm	p. 431
Effective Social Skills	p. 431
Ability to Form Contacts	p. 432
Special Event Organizations	p. 432
International Festivals & Events Association	p. 434
Meeting Planners International	p. 434
Local Convention and Visitors Bureaus	p. 435
The Special Event Job Market	p. 436
Trends in the Special Event Industry	p. 437
Summary	p. 438
Key Words and Concepts	p. 439
Review Questions	p. 439
Internet Exercises	p. 439
Apply Your Knowledge	p. 439
Suggested Activity	p. 439
Endnotes	p. 440
Glossary	p. 441
Photo Credits	p. 447
Index	p. 449
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