Hospitality Operations : Careers in the World's Greatest Industry

by Ninemeier, Jack D.; Perdue, Joe

• ISBN13: 9780131407770
• ISBN10: 0131407775
• Edition: 1st
• Format: Hardcover
• Copyright: 2004-07-06
• Publisher: Prentice Hall

Summary

Hospitality Operations: Careers in the World's Greatest Industry is specially designed to help students learn about the hospitality and tourism industry worldwide. Part I provides an overview, explains service as a "common denominator" of all organizations that operate within it, and explores basic management principles. Subsequent parts describe managing challenges within lodging, commercial and noncommercial foodservices, meetings and special events, and sports and recreational organizations. The final part explores how to obtain and succeed in one's first professional position and how to evaluate important choices as one's career evolves. Each chapter provides: A "Feedback from the Real World" feature that begins with questions for students. An industry expert responds to those questions at the end of the chapter. Learning objectives for each chapter that are stated at the beginning of the chapter, helping readers focus on the most important information they will be reading. Key word definitions at the points where they appear. Numerous figures, anecdotal information, and graphics. Color photos that highlight industry features and scenarios. Hospitality Leader Profiles that provide advice from professionals working in the industry. Master Your Knowledge features that give the student questions based on topics covered in the chapter. Learn from the Internet exercises that act as a learning laboratory. An end-of-chapter glossary of key hospitality terms, listing all key words defined throughout the chapter. This textbook includes definitions for approximately 600 terms, more than 1,300 website addresses, and 350 color photos. Students have access to the text's companion website for glossary term quizzes and PowerPoint presentations. Numerous supplemental materials are also available for the instructor's use.

Author Biography

Jack D. Ninemeier is a Professor in The School of Hospitality Business at Michigan State University.

Table of Contents

Preface	xvii
PART 1 INDUSTRY OVERVIEW	1	(56)
Travel and Tourism and Hospitality: Services For Those Away From Home	3	(15)
Feedback from the Real World	4	(5)
Let's Define Terms	4	(1)
Travel Patterns Are Evolving	5	(1)
Spotlight on Organizations	5	(1)
Accommodations (Lodging)	5	(4)
Foodservices	9	(1)
Rising Star Profile: Chuck Day	9	(5)
Other Hospitality Operations	12	(2)
Feedback from the Real World	14	(1)
Summary of Chapter Learning Objectives	15	(1)
Mastering Your Knowledge	16	(1)
Learn from the Internet	16	(1)
Key Hospitality Terms	16	(2)
The Secret of Quality Service	18	(18)
Feedback from the Real World	19	(8)
The Concept of Quality and Its Impact on Service	20	(1)
Ingredients in a Quality Service System	20	(4)
Service and Moments of Truth	24	(3)
Rising Star Profile: Ali Faraj	27	(6)
Summary of Chapter Learning Objectives	33	(1)
Mastering Your Knowledge	33	(1)
Feedback from the Real World	34	(1)
Learn from the Internet	35	(1)
Key Hospitality Terms	35	(1)
Managers Must Manage	36	(21)
Feedback from the Real World	37	(9)
Overview: The Management Process	37	(1)
The Decision-Making (Problem-Solving) Process	38	(2)
Close Look at Management Activities	40	(6)
Rising Star Profile: Charles Goffnett	46	(6)
Modern Managers Are Different from Traditional Managers	51	(1)
Summary of Chapter Learning Objectives	52	(1)
Mastering Your Knowledge	52	(1)
Feedback from the Real World	53	(1)
Learn from the Internet	54	(1)
Key Hospitality Terms	54	(3)
PART 2 LODGING OPERATIONS	57	(106)
Overview: Hotels, Hotels, Hotels!	59	(19)
Feedback from the Real World	60	(6)
Range of Lodging Properties	60	(1)
Classification of Hotels	61	(1)
Lodging Industry Chracteristics	62	(2)
Hotel Ownership and Management	64	(2)
Hospitality Leader Profile: Daniel Pirrallo	66	(9)
How Hotels Are Organized	67	(2)
Challenges Confronting the Hotel Industry	69	(3)
Lodging Industry Positions	72	(3)
Summary of Chapter Learning Objectives	75	(1)
Mastering Your Knowledge	75	(1)
Feedback from the Real World	76	(1)
Learn from the Internet	77	(1)
Key Hospitality Terms	77	(1)
Full-Service Hotels	78	(18)
Feedback from the Real World	79	(6)
Full Service: A Unique Hotel Segment	79	(2)
The Full-Service Hotel Traveler	81	(1)
Organizational Structure of Full-Service Hotels	82	(2)
Unique Managerial Positions in Full-Service Hotels	84	(1)
Hospitality Leader Profile: Bill Taylor	85	(7)
Challenges Confronting Full-Service Hotel Managers	89	(3)
Summary of Chapter Learning Objectives	92	(1)
Mastering Your Knowledge	92	(1)
Feedback from the Real World	93	(1)
Learn from the Internet	94	(1)
Key Hospitality Terms	95	(1)
Limited-Service Hotels	96	(16)
Feedback from the Real World	97	(7)
Limited-Service Hotels Are a Unique Lodging Segment	97	(2)
Guests of Limited-Service Hotels	99	(2)
Organizational Structure and Management of Limited-Service Hotels	101	(2)
Short- and Long-Term Business Challenges	103	(1)
Rising Star Profile: Lanelle Oliver	104	(2)
Rising Star Profile: Mike Rice	106	(2)
Summary of Chapter Learning Objectives	108	(1)
Mastering Your Knowledge	109	(1)
Learn from the Internet	109	(1)
Feedback from the Real World	110	(1)
Key Hospitality Terms	111	(1)
Extended-Stay Hotels	112	(16)
Feedback from the Real World	113	(5)
Extended Stay: A Unique Hotel Segment	113	(1)
The Extended-Stay Traveler	114	(2)
Organizational Structure of Extended-Stay Hotels	116	(2)
Rising Star Profile: Jennifer Waite	118	(6)
Unique Duties of Management Positions in Extended-Stay Hotels	120	(1)
Challenges Confronting the Extended-Stay Segment	121	(3)
Summary of Chapter Learning Objectives	124	(1)
Feedback from the Real World	125	(1)
Mastering Your Knowledge	126	(1)
Learn from the Internet	127	(1)
Key Hospitality Terms	127	(1)
Convention Hotels and Conference Centers	128	(17)
Feedback from the Real World	129	(3)
A Close Look at a Unique Lodging Segment	129	(3)
Rising Star Profile: Alvin Bettcher	132	(9)
Clients for Business Meetings	132	(2)
Organizational Structure	134	(2)
Role of a Convention and Visitors Bureau	136	(1)
Challenges! Challenges!	137	(4)
Summary of Chapter Learning Objectives	141	(1)
Feedback from the Real World	142	(1)
Mastering Your Knowledge	143	(1)
Learn from the Internet	143	(1)
Key Hospitality Terms	144	(1)
Resorts and Timeshares	145	(18)
Feedback from the Real World	146	(4)
Resorts and Timeshares: A Unique Segment	146	(3)
Resort and Timeshare Guests	149	(1)
Rising Star Profile: Melissa Barry	150	(9)
Unique Organizational Structure	153	(1)
Unique Management Positions	154	(2)
Challenges! Challenges!	156	(3)
Summary of Chapter Learning Objectives	159	(1)
Mastering Your Knowledge	159	(1)
Feedback from the Real World	160	(1)
Learn from the Internet	161	(1)
Key Hospitality Terms	161	(2)
PART 3 COMMERCIAL FOODSERVICES OPERATIONS	163	(116)
Overview: Profit-Making (Commercial) Foodservices	165	(18)
Feedback from the Real World	166	(13)
Overview of Commercial Foodservices	166	(3)
Menu Planning: A Critical Foodservice Process	169	(4)
Other Foodservice Processes	173	(5)
Traits of Professional Food and Beverage Servers	178	(1)
Rising Star Profile: Rodger Dennis	179	(1)
Summary of Chapter Learning Objectives	180	(1)
Mastering Your Knowledge	180	(1)
Feedback from the Real World	181	(1)
Learn from the Internet	181	(1)
Key Hospitality Terms	182	(1)
Food and Beverage Operations in Hotels	183	(16)
Feedback from the Real World	184	(1)
Hotel Foodservices: Who Are the Guests?	184	(1)
Rising Star Profile: Caroline Park	185	(11)
Organization of Hotel Foodservices	187	(3)
Room-Service Operations	190	(2)
Hotel Banquet Operations	192	(3)
Alcoholic Beverage Service in Hotels	195	(1)
Summary of Chapter Learning Objectives	196	(1)
Mastering Your Knowledge	196	(1)
Feedback from the Real World	197	(1)
Learn from the Internet	198	(1)
Key Hospitality Terms	198	(1)
Upscale Restaurants	199	(15)
Feedback from the Real World	200	(2)
A Close Look at Upscale Restaurants	200	(1)
Who Visits Upscale Restaurants?	201	(1)
Rising Star Profile: Kristi Birchmeier	202	(8)
Organization of Upscale Restaurants	203	(3)
Positions in Upscale Restaurants	206	(3)
Upscale Restaurants Are Unique	209	(1)
Summary of Chapter Learning Objectives	210	(1)
Feedback from the Real World	211	(1)
Mastering Your Knowledge	212	(1)
Learn from the Internet	212	(1)
Key Hospitality Terms	213	(1)
Casual-Service (Midscale) Restaurants	214	(15)
Feedback from the Real World	215	(11)
Casual-Service Restaurants	216	(1)
The Restaurant Manager's Job	217	(2)
Rising Star Profile: Todd Chwatun	219	(1)
Guests of Casual-Service Restaurants	220	(1)
Menu Planning Considerations	221	(1)
Special Alcoholic Beverage Concerns	222	(1)
Career Progression in Casual-Service Restaurants	223	(1)
Challenges! Challenges!	223	(3)
Summary of Chapter Learning Objectives	226	(1)
Mastering Your Knowledge	226	(1)
Feedback from the Real World	227	(1)
Learn from the Internet	227	(1)
Key Hospitality Terms	228	(1)
Family-Service Restaurants	229	(13)
Feedback from the Real World	230	(9)
Family Service: Unique Commercial Dining	230	(2)
Family-Service Restaurant Guests	232	(1)
Organizational Structure of a Family-Service Restaurant	233	(3)
Buffet Services: Special Operating Procedures	236	(1)
Challenges Confronting Family-Service Restaurant Managers	237	(2)
Summary of Chapter Learning Objectives	239	(1)
Feedback from the Real World	240	(1)
Mastering Your Knowledge	241	(1)
Learn from the Internet	241	(1)
Key Hospitality Terms	241	(1)
Quick-Service Restaurants	242	(17)
Feedback from the Real World	243	(7)
Who Visits QSRs?	243	(1)
Organization Charts for QSRs	244	(2)
Career Opportunities	246	(2)
Day-to-Day Operating Concerns	248	(2)
Hospitality Leader Profile: Laurie Oxender	250	(5)
Challenges! Challenges!	253	(2)
Summary of Chapter Learning Objectives	255	(1)
Feedback from the Real World	256	(1)
Mastering Your Knowledge	257	(1)
Learn from the Internet	258	(1)
Key Hospitality Terms	258	(1)
Off-Site Catering	259	(20)
Feedback from the Real World	260	(15)
Who Does Commercial Catering?	261	(1)
Who Utilizes Off-Site Caterers?	262	(1)
A Close Look at Catering Operations	263	(1)
Putting It All Together: An Off-Site Catered Event	264	(6)
Staffing the Catering Business	270	(3)
All About Off-Site Catering Locations	273	(2)
Summary of Chapter Learning Objectives	275	(1)
Mastering Your Knowledge	275	(1)
Feedback from the Real World	276	(1)
Learn from the Internet	277	(1)
Key Hospitality Terms	277	(2)
PART 4 NONCOMMERCIAL FOODSERVICES OPERATIONS	279	(92)
Contract Management Companies in Noncommercial Foodservices	281	(17)
Feedback from the Real World	282	(3)
Which Foodservice Management Alternative Is Preferred?	282	(2)
A Win-Win Relationship Is Needed	284	(1)
Rising Star Profile: Eric Loyall	285	(5)
The Contract Management Decision	286	(4)
Rising Star Profile: Mark Skamiera	290	(4)
The Foodservice Liaison	291	(1)
Managing the Management Contract	292	(2)
Summary of Chapter Learning Objectives	294	(1)
Feedback from the Real World	295	(2)
Mastering Your Knowledge	297	(1)
Learn from the Internet	297	(1)
Key Hospitality Terms	297	(1)
Foodservices in Educational Organizations	298	(20)
Feedback from the Real World	299	(7)
Foodservices in Postsecondary Schools	299	(1)
Organization of Postsecondary Foodservices	300	(1)
Special Management and Operating Concerns	301	(2)
Unique Positions in Postsecondary Foodservices	303	(2)
Challenges for Postsecondary School Foodservices	305	(1)
Hospitality Leader Profile: Denise Bolduc	306	(8)
Foodservices in Elementary and Secondary Schools	307	(1)
Organization of Elementary and Secondary School Foodservices	307	(3)
Factors Affecting Elementary and Secondary School Foodservices	310	(1)
Unique Management Positions	311	(1)
Challenges Confronting Elementary and Secondary School Foodservices	312	(2)
Summary of Chapter Learning Objectives	314	(1)
Feedback from the Real World	315	(1)
Mastering Your Knowledge	316	(1)
Learn from the Internet	317	(1)
Key Hospitality Terms	317	(1)
Dietary Services in Healthcare Facilities	318	(17)
Feedback from the Real World	319	(3)
Goals of Healthcare Foodservices	319	(2)
Organization of Dietary Services	321	(1)
Rising Star Profile: Amy Reich	322	(9)
A Close Look at Unique Positions	324	(1)
Emphasis on Nutrition	325	(2)
Food Transport Systems	327	(2)
Challenges! Challenges!	329	(2)
Summary of Chapter Learning Objectives	331	(1)
Feedback from the Real World	332	(1)
Mastering Your Knowledge	333	(1)
Learn from the Internet	334	(1)
Key Hospitality Terms	334	(1)
The Business of Business and Industry Foodservices	335	(17)
Feedback from the Real World	336	(5)
All About Business and Industry Foodservices	337	(3)
Financial Goals of Business and Industry Foodservice Operations	340	(1)
Rising Star Profile: Clarie Schulze	341	(7)
Business and Industry Foodservice Alternatives	342	(2)
Organization of Business and Industry Foodservices	344	(2)
Challenges Confronting Business and Industry Foodservices	346	(1)
Management Companies Face Unique Challenges	347	(1)
Summary of Chapter Learning Objectives	348	(1)
Mastering Your Knowledge	349	(1)
Learn from the Internet	349	(1)
Feedback from the Real World	350	(1)
Key Hospitality Terms	351	(1)
Vending and Office Coffee Services	352	(19)
Feedback from the Real World	353	(9)
Why Vended Services?	353	(1)
Advantages and Disadvantages of Vended Services	354	(2)
Organizational Structure of Vending Operations	356	(1)
Behind the Scenes of Vending Operations	357	(5)
Rising Star Profile: Jeremy Kooi	362	(5)
Route Managers and Route Drivers Service Vending Accounts	363	(1)
Modern Vending Equipment	364	(1)
Vending Technology	365	(2)
Summary of Chapter Learning Objectives	367	(1)
Feedback from the Real World	368	(1)
Mastering Your Knowledge	369	(1)
Learn from the Internet	370	(1)
Key Hospitality Terms	370	(1)
PART 5 RECREATION AND LEISURE ORGANIZATIONS	371	(84)
Private Club Management	373	(16)
Feedback from the Real World	374	(2)
Why Join a Private Club?	374	(1)
Who Owns the Club?	375	(1)
Common Types of Private Clubs	375	(1)
Rising Star Profile: Jason Koenigsfeld	376	(10)
Organization of Equity Clubs	377	(3)
Organization Chart for a Private Club	380	(1)
Competencies for Club Manager Success	381	(2)
Club Food and Beverage Operations	383	(1)
Challenges! Challenges!	384	(2)
Summary of Chapter Learning Objectives	386	(1)
Feedback from the Real World	387	(1)
Mastering Your Knowledge	388	(1)
Learn from the Internet	388	(1)
Key Hospitality Terms	388	(1)
Cruise Lines: A Close Look at Resorts on Water	389	(16)
Feedback from the Real World	390	(9)
History of Cruising	390	(1)
Why People Cruise	391	(1)
A Close Look at Modern Cruise Ships	392	(1)
Common Management Positions	393	(3)
Selling the Cruise Experience	396	(1)
Generating Revenue on the Cruise	397	(2)
Rising Star Profile: Mike Laundry	399	(2)
Challenges! Challenges!	399	(2)
Summary of Chapter Learning Objectives	401	(1)
Feedback from the Real World	402	(1)
Mastering Your Knowledge	403	(1)
Learn from the Internet	403	(1)
Key Hospitality Terms	404	(1)
Casino Entertainment Management	405	(18)
Feedback from the Real World	406	(4)
Overview of the Gaming Industry	406	(2)
Why Visit Casinos?	408	(2)
Rising Star Profile: Marcus W. Threats	410	(9)
Organization of Casinos	411	(2)
Revenue and Support Centers	413	(4)
Gaming and Society	417	(1)
Challenges! Challenges!	418	(1)
Summary of Chapter Learning Objectives	419	(1)
Feedback from the Real World	420	(2)
Mastering Your Knowledge	422	(1)
Learn from the Internet	422	(1)
Key Hospitality Terms	422	(1)
Sports and Recreational Foodservices: Part of the Leisure Service Market	423	(17)
Feedback from the Real World	424	(3)
All About Sports and Recreational Foodservices	424	(1)
Organizational Structure	425	(2)
Rising Star Profile: Jeff Kehoe	427	(9)
A Close Look at Menus and Pricing	429	(1)
Factors Affecting Concession Sales	430	(3)
Managing Concessions on Event Day	433	(1)
Just Like in a Restaurant!	434	(1)
Challenges! Challenges!	434	(2)
Summary of Chapter Learning Objectives	436	(1)
Mastering Your Knowledge	436	(1)
Feedback from the Real World	437	(1)
Learn from the Internet	438	(1)
Key Hospitality Terms	439	(1)
Management of Amusement and Theme Parks	440	(15)
Feedback from the Real World	441	(6)
What's the Difference?	441	(1)
History of Amusement and Theme Parks	441	(2)
How Theme Parks Operate	443	(3)
Safety and Security in Theme Park Management	446	(1)
Rising Star Profile: Melissa Pennell	447	(5)
Employment Opportunities	448	(3)
Challenges! Challenges!	451	(1)
Summary of Chapter Learning Objectives	452	(1)
Feedback from the Real World	453	(1)
Mastering Your Knowledge	454	(1)
Learn from the Internet	454	(1)
Key Hospitality Terms	454	(1)
PART 6 THE MEETINGS BUSINESS	455	(52)
Professional Meeting Management	457	(19)
Feedback from the Real World	458	(5)
Types of Meeting Planners	458	(3)
Responsibilities of Meeting Planners	461	(2)
Rising Star Profile: Julie Price	463	(9)
Meeting Registration Procedures	466	(1)
Basic Housing Procedures	467	(1)
Managing the Meeting	468	(2)
Following Up After the Meeting	470	(1)
Focus on Conference Center Education Coordinators	470	(2)
Summary of Chapter Learning Objectives	472	(1)
Feedback from the Real World	473	(1)
Mastering Your Knowledge	474	(1)
Learn from the Internet	475	(1)
Key Hospitality Terms	475	(1)
Exhibition (Trade Show) Management	476	(16)
Feedback from the Real World	477	(10)
Associations Sponsor Exhibitions	477	(1)
Exhibitors and Sponsors Are Partners	478	(2)
Location! Location! Location!	480	(1)
What Do Exhibition Service Contractors Do?	481	(3)
Mechanics of Floor Plans	484	(1)
A Close Look at the Exhibition Manager's Job	485	(1)
Challenges Confronting the Industry	485	(2)
Rising Star Profile: Sue Ralston	487	(2)
Summary of Chapter Learning Objectives	489	(1)
Feedback from the Real World	490	(1)
Mastering Your Knowledge	491	(1)
Learn from the Internet	491	(1)
Key Hospitality Terms	491	(1)
Special Events Management	492	(15)
Feedback from the Real World	493	(10)
What Is Special Events Management?	493	(1)
Special Events: A Historical Review	493	(1)
Event Markets	494	(3)
Trends in the Special Events Industry	497	(2)
A Close Look at Event Planning	499	(1)
Special Events Management Positions	500	(1)
Challenges! Challenges!	500	(3)
Summary of Chapter Learning Objectives	503	(1)
Mastering Your Knowledge	503	(1)
Feedback from the Real World	504	(2)
Learn from the Internet	506	(1)
Key Hospitality Terms	506	(1)
PART 7 FOCUS ON YOU AND YOUR PROFESSIONAL CAREER	507	(108)
Planning Your Hospitality Career	509	(17)
Feedback from the Real World	510	(9)
Career Decisions Begin with Planning	510	(1)
Overview of Career Planning Process	511	(1)
Consider Your Personal Interests	512	(3)
What Are Your Alternatives?	515	(3)
Use an Alternative Evaluation Grid	518	(1)
Rising Star Profile: Tony Santuomo	519	(2)
In Conclusion	521	(1)
Summary of Chapter Learning Objectives	521	(1)
Feedback from the Real World	522	(3)
Mastering Your Knowledge	525	(1)
Learn from the Internet	525	(1)
Key Hospitality Terms	525	(1)
The Job Search: Your First Professional Position	526	(21)
Feedback from the Real World	527	(6)
More Career-Related Decisions to Make!	527	(1)
What Information Is Available?	528	(1)
Large or Small Hospitality Organization: Which Is Best?	529	(4)
Rising Star Profile: Lorin Meskin	533	(10)
What Employers Look For	533	(1)
All About Resumes	534	(2)
Resumes Cover Letters	536	(2)
Employment Interviews: The Next Step	538	(3)
After the Interview: What's Next?	541	(2)
Summary of Chapter Learning Objectives	543	(1)
Mastering Your Knowledge	544	(1)
Feedback from the Real World	545	(1)
Learn from the Internet	546	(1)
Key Hospitality Terms	546	(1)
Your First Professional Position: Celebrate Success	547	(18)
Feedback from the Real World	548	(2)
Orientation Programs Are Important	548	(1)
Competencies for Success	549	(1)
Rising Star Profile: Brian Risch	550	(5)
Your First Days on the Job	551	(3)
Moving Forward in Your Career	554	(1)
Rising Star Profile: Charles Goffnett	555	(6)
Professional Development Never Ends	556	(2)
The Professional Development Plan	558	(3)
Summary of Chapter Learning Objectives	561	(1)
Mastering Your Knowledge	561	(1)
Feedback from the Real World	562	(1)
Learn from the Internet	563	(1)
Key Hospitality Terms	564	(1)
Entrepreneur or Intrapreneur?	565	(18)
Feedback from the Real World	566	(1)
Entrepreneurs and Intrapreneurs	566	(1)
Rising Star Profile: Martha Keller	567	(12)
The Entrepreneurial Recipe	569	(2)
Risk versus Rewards: The Entrepreneurial Dream	571	(2)
New Businesses Do Fail	573	(1)
Intrapreneurs in the Hospitality Industry	574	(3)
Management Processes Are Evolving	577	(1)
In Conclusion	578	(1)
Summary of Chapter Learning Objectives	579	(1)
Mastering Your Knowledge	579	(1)
Feedback from the Real World	580	(1)
Learn from the Internet	581	(1)
Key Hospitality Terms	582	(1)
Domestic or Global Hospitality Positions---or Both?	583	(15)
Feedback from the Real World	584	(5)
The Hospitality Industry Is a Global Industry	584	(1)
Managing and Living in Another Country	584	(2)
Do You Want to Be an Expatriate Manager?	586	(3)
Rising Star Profile: Pedro Felix	589	(5)
The Expatriate Selection Process	590	(1)
Transitional Training	591	(2)
The Expatriate Has Arrived!	593	(1)
Summary of Chapter Learning Objectives	594	(1)
Mastering Your Knowledge	594	(1)
Feedback from the Real World	595	(1)
Learn from the Internet	596	(1)
Key Hospitality Terms	597	(1)
It's Your Future: Take Charge of It	598	(17)
What Do Industry Professionals Say?	599	(1)
Recipe for Professional Success	600	(1)
Rising Star Profile: Anastasia Callahan	601	(2)
Rising Star Profile: Joshua Smith	603	(2)
Rising Star Profile: Abigail Spencer	605	(2)
Rising Star Profile: Brian Daly	607	(2)
Rising Star Profile: Jaleeann Candy	609	(2)
What About Life Off the Job?	609	(2)
Rising Star Profile: Katie Edwards	611	(2)
In Conclusion	612	(1)
Rising Star Profile: Mark Smith	613	(1)
Summary of Chapter Learning Objectives	613	(1)
Mastering Your Knowledge	614	(1)
Learn from the Internet	614	(1)
Appendix Web Site Directory	615	(34)
Glossary	649	(16)
Index	665

Excerpts

You are about to begin a fascinating journey that explores the diverse world of the hospitality industry. You will also learn about many segments of the broader travel and tourism industry. Along the way, you will learn about many exciting professional opportunities. You will also read about persons just a few years older than the average college or university student. They will tell you about their careers and their present positions and, most importantly, they will give you suggestions based on their experience in the industry. Personal insights can be very helpful as you begin considering your own career plans and goals and the professional development activities that will help you attain them.This book provides basic information about a broadly diverse industry. It does not provide detailed information about any segment (such as lodging) or any department (such as food production or service departments in a restaurant). Other resources and other courses can provide this information, as can the hundreds of Web sites that are included in the appendix.Hospitality Operationsis written for persons considering a career that involves serving people who are away from home. Perhaps you have already decided to obtain a degree in travel/tourism/hospitality management. Maybe you are undecided about a major or are evaluating whether a course of study different from your current one is of interest. You may also be currently working in this industry or another, and you may or may not already have a degree from a technical school, community college, or four-year educational program. In other words, if you want to learn about many career alternatives in the travel/tourism/hospitality industry, this book will help, regardless of your education and work experience background. FOCUS ON CAREERSThe profession you will be studying is very large. How do you start to learn about it? What are the opportunities within it? How do you match your personal interests with the alternative positions and career opportunities offered by organizations within the industry's segments? These are among the questions that this book will address. Your journey will begin with an overview of the industry. You will explore how it is organized and quickly note that quality service is a secret of any successful organization within the industry. You will also begin to see that basic management principles are applicable to and can be used by professionals working within any segment of the industry.Then your journey will become more specific as you look in depth at many different segments of the industry. You will have a close look at careers in several types of lodging properties and commercial (for-profit) restaurants. You will learn about other segments of the industry that also provide tremendous opportunities, including foodservices in education, healthcare, business and industry, and vending and office coffee services. Next you will study the recreation and leisure industry, including sports and recreation foodservices and private club, cruise line, casino, and amusement and theme park segments. Businesses involved in the management of meetings, conventions, and special events offer many exciting positions, and you will learn about many of them. After you have explored the segments of the travel/tourism/hospitality industry discussed in this book, you will be better prepared to answer this question: Do I want to work in the industry? If you answer the question yes (or even maybe), you have some additional questions to address: What segments) is(are) of most interest? Why? How do I discover career opportunities? How do I get my first professional position in the industry? How do I plan a longer-term career? What tactics help to ensure success in my career? Do I want to work for myself (be an entrepreneur) or for someone else (be an intrapreneur)? Do I want to work domestically or in a position elsewhere in the global h