Hospitality Today : An Introduction

by Angelo, Rocco M.; Vladimir, Andrew

• ISBN13: 9780866122610
• ISBN10: 0866122613
• Edition: 5th
• Format: Hardcover
• Copyright: 2004-07-01
• Publisher: Educational Institute (Orlando FL)

Table of Contents

Preface	xi
About the Authors	xiv
Prologue: A Brief History of Travel	xvii
Part I: Introduction	1	(78)
Service Makes the Difference	3	(26)
What Is Service?	4	(3)
Challenges in Managing and Marketing Service Businesses	7	(4)
The Nature of the Product
The Customer's Role in Production
People Are Part of the Product
Maintaining Quality Control
No Inventories
The Importance of Time
Different Distribution Channels
Achieving Superior Service in a Less-Than-Perfect World	11	(4)
Strategic Planning
Planning Challenges in Capacity-Constrained Businesses
The Strategic Service Vision	15	(3)
Targeting a Market Segment
Focusing on a Service Strategy
Delivering on the Service Promise	18	(5)
Keys to Delivering Good Service
Service, Disney-Style
Summary	23	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	24	(5)
The Travel and Tourism Industry	29	(18)
The Changing World	30	(1)
The Nature of the Travel and Tourism Industry	31	(3)
Interrelationships within the Travel and Tourism Industry	34	(1)
Why People Travel	35	(5)
Psychographic Research
The Social Impact of Travel	40	(3)
Planning for Tourism Development
Summary	43	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	44	(3)
Exploring Hospitality Careers	47	(32)
Hospitality Today	48	(2)
Lodging
Food Service
Careers in the Hospitality Industry	50	(4)
Selecting an Industry Segment
Career Options	54	(11)
Lodging
Food Service
Clubs
Cruise Lines
Looking for a Job	65	(5)
Your First Moves
Summary	70	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	71	(3)
Chapter Appendix A: Key Hotel Management Positions	74	(2)
Chapter Appendix B: Key Food Service Management Positions	76	(2)
Chapter Appendix C: Sample Resume	78	(1)
Part II Hospitality Organizations	79	(262)
Understanding the Restaurant Industry	81	(28)
Today's Restaurant Industry	82	(14)
Restaurant Industry Segments
Starting a New Restaurant	96	(6)
Why Do Restaurants Fail?
Building a Successful Restaurant
Summary	102	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	103	(6)
Restaurant Organization and Management	109	(34)
Organizing for Success	110	(11)
Guests
Ambiance
Menu
Restaurant Controls	121	(15)
Financial Controls
Operational Controls
Summary	136	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	137	(6)
Understanding the World of Hotels	143	(44)
Hotels: A Dynamic Industry	144	(2)
Industry Trends
Hotel Guests	146	(4)
Hotel Categories	150	(22)
Location
Ownership
Price
Other Hotel Categories
Developing and Planning New Hotels	172	(7)
Site Selection
The Feasibility Study
Financing
Summary	179	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	180	(7)
Hotel Organization and Management	187	(48)
How Is a Hotel Organized?	188	(1)
Revenue Centers versus Cost Centers
Revenue Centers	189	(24)
Rooms Division
Food and Beverage Division
Other Revenue Centers
Cost Centers	213	(6)
Marketing Division
Engineering Division
Accounting Division
Human Resources Division
Security Division
Compliance with the ADA	219	(1)
Control Systems	220	(6)
Financial Controls
Quality Controls
Summary	226	(2)
Endnotes, Key Terms, Review Questions, Internet Sites	228	(7)
Club Management	235	(24)
Background on Clubs	236	(1)
Types of Clubs	237	(5)
City Clubs
Country Clubs
Other Clubs
Club Ownership	242	(3)
Equity Clubs
Corporate or Developer Clubs
Club Organization	245	(4)
The Club Manager
Club Operations	249	(4)
Revenue
Expenses
Control
Summary	253	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	254	(5)
An Introduction to the Meetings Industry	259	(22)
Types of Meetings	260	(5)
Association Meetings
Corporate Meetings
Trade Shows/Expositions
The Role of Civic and Government Organizations	265	(1)
Where Meetings Are Held	265	(1)
The Meeting Planning Process	266	(4)
Planning the Meeting Itself
Choosing a Location
Choosing a Facility
Meetings Industry Careers	270	(5)
Travel and Tourism Careers Associated with Meeting Planning
Summary	275	(1)
Key Terms, Review Questions, Internet Sites	276	(5)
Floating Resorts: The Cruise Line Business	281	(36)
Early Cruises	282	(3)
Transportation and Immigration
New Passengers and New Directions
The Birth of Modern Cruising	285	(4)
Carnival Is Born
The Cruise Industry Today
Cruise Ship Organization	289	(13)
The Captain
The Hotel Manager
Other Officers
Seabourn: A Case Study in Quality Management	302	(9)
Emphasizing Service
The Importance of Service Delivery Systems
Specific Operations Procedures
Passenger Comments Are Taken Seriously
Everyone Is Involved
Opportunities
Problems
Passengers Expect Customized Service
Empathy Is an Important Factor
Summary	311	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	312	(5)
Gaming and Casino Hotels	317	(24)
The Story of Gaming	318	(2)
Gaming in the United States
Casino Hotels	320	(16)
Organization and Management
Casino Operations
Summary	336	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	336	(5)
Part III Hospitality Management	341	(180)
Managing and Leading Hospitality Enterprises	343	(34)
A Manager's Job	344	(4)
Management Tasks
The Evolution of Management Theories	348	(12)
The Classical School
The Behavioral School
The Quantitative School
The Systems School
The Contingency School
The Quality Focus School
The Customer Focus School
Reengineering	360	(2)
The Importance of Leadership	362	(4)
Strategy I: Attention through Vision
Strategy II: Meaning through Communication
Strategy III: Trust through Positioning
Strategy IV: Self-Development
Service Organizations and People Power
Conclusion	366	(1)
Summary	366	(2)
Endnotes, Key Terms, Review Questions, Internet Sites	368	(5)
Chapter Appendix: Eight Managerial/Leadership Roles	373	(4)
Managing Human Resources	377	(30)
Labor Trends	378	(4)
Changing Demographics
High Turnover
Legislation
Human Resources Programs	382	(18)
Caring About Employees
Defining the Job
Establishing Productivity Standards
Recruiting Suitable Candidates
Selecting the Best Applicants
Implementing Continual Training Programs
Motivating Employees
Evaluating Employees
Summary	400	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	401	(6)
Marketing Hospitality	407	(40)
The Marketing Concept	408	(12)
The Four Ps of Marketing
Developing a Marketing Plan
Sales Management and Personal Selling	420	(2)
How to Be a Successful Salesperson
Advertising	422	(12)
Definition of Advertising
What an Advertiser Needs
Advertising Agencies
Creating Effective Advertising
Public Relations	434	(3)
Publicity	437	(1)
Sales Promotion	438	(1)
Summary	439	(2)
Endnotes, Key Terms, Review Questions, Internet Sites	441	(6)
How Management Companies Manage Hotels	447	(18)
Why Management Companies Exist	448	(1)
The Evolution of Management Companies	449	(2)
Management Contracts	451	(8)
Contract Provisions
Advantages and Disadvantages
Summary	459	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	460	(5)
Franchising Is Big Business	465	(26)
What Is a Franchise?	466	(1)
Types of Franchises
The History of Franchising	467	(4)
Product or Trade-Name Franchising
Business Format Franchising
How Franchising Works	471	(2)
Initial Investment
Franchise Regulations
Owning a Franchise	473	(9)
Advantages
Disadvantages
Advantages and Disadvantages for Franchisors
Franchising Issues	482	(1)
Summary	482	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	483	(4)
Chapter Appendix: Uniform Franchise Offering Circulars	487	(4)
Ethics in Hospitality Management	491	(30)
What Is Ethics?	492	(1)
Social Responsibility and Business Ethics	493	(7)
How We Arrive at Our Values
Is Business Like Poker?
Is Honesty Always the Best Policy?
The Search for a Common Moral Ground
Ethical Issues in Hospitality	500	(13)
Environmental Issues
Discrimination
Sexual Harassment
AIDS in the Workplace
Advertising Claims
Truth-in-Menu Laws
Must There Be a Code of Ethics?	513	(2)
Some Ethical Litmus Tests
Summary	515	(1)
Endnotes, Key Terms, Review Questions, Internet Sites	516	(5)
Appendix: Hospitality Associations and Periodicals	521	(14)
Index	535