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Introduction to Hospitality,9780130336606
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Introduction to Hospitality

by
Edition:
3rd
ISBN13:

9780130336606

ISBN10:
0130336602
Format:
Hardcover
Pub. Date:
1/1/2002
Publisher(s):
Pearson College Div
List Price: $101.00
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Summary

Tomorrow's managers are off to a strong start with this best-selling, comprehensive tour through the fascinating and challenging related fields of the hospitality industry. Written in an upbeat style by an author with substantial industry experience, -this full-color edition offers an enlightening overview of the industry's many facets. It covers tourism, lodging, restaurants, managed services, beverages, conventions and meeting, and leisure/recreation; in addition to examining gaming entertainment, marketing and human resources, and leadership and management. For individuals interested in a hospitality industry career.

Table of Contents

Preface xvii
Acknowledgments xxiii
About the Author 1(1)
Introduction
2(36)
Welcome to the Hospitality Industry
4(1)
The Pineapple Tradition
4(1)
Hospitality and Tourism
5(3)
Characteristics of the Hospitality Industry
8(3)
Corporate Philosophy
11(2)
Service Philosophy Is a Way of Life
11(1)
Corporate Culture
12(1)
Mission Statement
12(1)
Goal
13(1)
Objective
13(1)
Strategy/Tactics
13(1)
The Focus on Service
13(1)
Success in Service
14(14)
Moments of Truth
17(1)
Ways to Improve Service
18(1)
Service and Total Quality Management
19(4)
The Disney Approach to Guest Service
23(5)
Internships, Mentorships, and Job Shadowing
28(1)
Career Paths and Resume Writing
29(4)
Resumes
30(1)
Cover Letters
30(2)
Academic Record
32(1)
Work Experience
32(1)
Extracurricular Activities
32(1)
Job Interviews
33(2)
How to Interview
33(2)
Career Information
35(1)
Summary
36(1)
Key Words and Concepts
36(1)
Review Questions
37(1)
Internet Exercises
37(1)
Apply Your Knowledge
37(1)
Tourism
38(56)
What is Tourism?
40(2)
Definition of Tourism
41(1)
The Five Ages of Tourism
42(15)
Pre-Industrial Revolution
42(1)
The Railway Age
43(2)
Automobile Travel
45(1)
Air Travel
46(5)
Cruise Ships
51(6)
Tourism Organizations
57(3)
International Organizations
57(2)
Domestic Organizations
59(1)
State Offices of Tourism
59(1)
City-Level Offices of Tourism
59(1)
The Economic Impact of Tourism
60(2)
The Multiplier Effect
61(1)
Tour Operators
61(1)
Promoters of Tourism
62(8)
Travel Agencies
62(2)
Commission Caps
64(1)
Travel Corporations
64(3)
Corporate Travel Manager
67(1)
Travel and Tour Wholesalers
67(1)
Certified Travel Counselor (CTC)
68(1)
National Offices of Tourism (NOT)
68(1)
Destination Management Companies (DMCs)
69(1)
Why People Travel
70(9)
Pleasure Travel
71(5)
Business Travel
76(3)
Social and Cultural Impact of Tourism
79(4)
Ecotourism
83(5)
Trends in Tourism and Travel
88(1)
Case Studies
88(3)
Career Information
91(1)
Summary
92(1)
Key Words and Concepts
92(1)
Review Questions
92(1)
Internet Exercises
93(1)
Apply Your Knowledge
93(1)
The Hotel Business: Development and Classification
94(56)
Hotel Development and Ownership
96(11)
Franchising
98(4)
Is There a Franchise in Your Future?
102(2)
Partnership
104(1)
Leasing
104(1)
Syndicates
105(1)
Management Contracts
105(2)
Financial Management and Profits
107(6)
Creative Financing
108(1)
Real Estate Investment Trust (REIT)
109(3)
Financing Package
112(1)
Classification of Hotels
113(20)
Ellsworth Milton Statler (1863-1928)
115(3)
City Center Hotels
118(1)
Resort Hotels
118(2)
Vacation Ownership
120(5)
What is Vacation Ownership
125(2)
Airport Hotels
127(1)
Freeway Hotels and Motels
128(1)
Casino Hotels
128(1)
Convention Hotels
129(1)
Full-Service Hotels
130(1)
Economy/Budget Hotels
130(1)
Extended-Stay Hotels
131(1)
All-Suite, Extended-Stay Hotels
132(1)
Bed and Breakfast Inns
132(1)
Hotel Integration
133(3)
Vertical Integration
133(3)
Marketing Consortium (Referral Organizations)
136(1)
Best, Biggest, and Most Unusual Hotels and Chains
137(3)
The Best Hotel Chains
139(1)
The Most Unusual Hotels
139(1)
International Perspective
140(4)
U.S.-International Hotel Development
142(1)
International Investment in U.S. Hotels
143(1)
Trends in Hotel Development
144(2)
Case Study
146(1)
Career Information
147(1)
Summary
147(1)
Key Words and Concepts
148(1)
Review Questions
148(1)
Internet Exercises
148(1)
Apply Your Knowledge
149(1)
Hotel and Rooms Division Operation
150(52)
The Functions and Departments of a Hotel
152(1)
Role of the Hotel General Manager
153(3)
Management Structure
156(2)
The Executive Committee
157(1)
The Departments
158(13)
Rooms Division
158(1)
Front Office
159(6)
Night Auditor
165(6)
Property Management Systems
171(3)
Yield Management
174(2)
Reservations
176(2)
Communications CBX or PBX
178(1)
Guest Services/Uniformed Services
179(3)
Concierge
182(3)
Housekeeping
185(8)
Laundry
192(1)
Security/Loss Prevention
193(2)
Trends in Hotel and Rooms Division Operations
195(1)
Case Studies
196(2)
Career Information
198(1)
Summary
199(1)
Key Words and Concepts
200(1)
Review Questions
200(1)
Internet Exercises
200(1)
Apply Your Knowledge
201(1)
Hotel Operations: Food and Beverage Division
202(38)
Food and Beverage Management
204(3)
Food and Beverage Planning
207(3)
Kitchen
210(7)
Hotel Restaurants
217(1)
Bars
218(4)
Stewarding Department
222(1)
Catering Department
223(8)
Position Profile
225(3)
Catering Event Order
228(2)
Catering Coordinator
230(1)
Catering Services Manager
230(1)
Room Service/In-Room Dining
231(4)
Trends in Food and Beverage Operations
235(1)
Case Studies
236(1)
Career Information
237(1)
Summary
237(1)
Key Words and Concepts
238(1)
Review Questions
238(1)
Internet Exercises
238(1)
Apply Your Knowledge
239(1)
The Culinary Arts and Restaurant Business: Development and Classification
240(56)
Culinary Arts
242(8)
Culinary Practices
244(6)
Restaurant Development
250(8)
Operating Philosophy
251(1)
Mission, Goals, and Objectives
251(1)
Restaurant Market
251(1)
Restaurant Concept
252(3)
Restaurant Location
255(2)
Restaurant Ambiance
257(1)
Menu Planning
258(7)
Needs and Desires of Guests
259(1)
Capabilities of Cooks
259(1)
Equipment Capacity and Layout
260(1)
Consistency and Availability of Menu Ingredients
261(1)
Price and Pricing Strategy
261(1)
Nutritional Value
262(1)
Accuracy in Menu
262(1)
Menu Analysis
263(1)
Menu Engineering
263(1)
Menu Design and Layout
263(1)
Chain Menus
264(1)
Classifications of Restaurants
265(27)
Full-Service Restaurants
266(9)
Casual Dining and Dinner House Restaurants
275(6)
Quick-Service/Fast-Food
281(11)
Trends in Restaurant Development
292(1)
Career Information
292(1)
Suggested Activities
293(1)
Summary
293(1)
Key Words and Concepts
294(1)
Review Questions
294(1)
Internet Exercises
294(1)
Apply Your Knowledge
295(1)
Restaurant Operations
296(40)
Front of the House
298(9)
Restaurant Forecasting
301(1)
Service
302(1)
Suggestive Selling
302(1)
Types of Restaurant Service
303(4)
Back of the House
307(23)
Food Production
307(1)
Kitchen/Food Production
308(4)
Purchasing
312(2)
Receiving
314(1)
Storing/Issuing
314(1)
Budgeting
315(1)
Restaurant Accounting
315(5)
Lease and Controllable Expenses
320(5)
Controls
325(2)
Foodservice Manager Job Analysis
327(3)
Trends in Restaurant Operations
330(1)
Case Studies
331(1)
Career Information
332(1)
Summary
333(1)
Key Words and Concepts
333(1)
Review Questions
334(1)
Internet Exercises
334(1)
Apply Your Knowledge
335(1)
Managed Services
336(34)
Overview
338(1)
Airlines
339(3)
In-Flight Foodservice
339(2)
Airport Foodservice
341(1)
Military
342(1)
Elementary and Secondary Schools
343(5)
Nutrition Education Programs
348(1)
Colleges and Universities
348(10)
Student Unions
350(1)
Responsibilities in Managed Services
351(7)
Health Care Facilities
358(3)
Business and Industry
361(2)
Leisure and Recreation
363(2)
Stadium Points of Service
363(1)
Other Facilities
364(1)
Advantages and Disadvantages
364(1)
Trends in Managed Services
365(1)
Career Information
366(1)
Case Studies
366(2)
Summary
368(1)
Key Words and Concepts
368(1)
Review Questions
368(1)
Internet Exercises
369(1)
Apply Your Knowledge
369(1)
Beverages
370(38)
Wines
372(9)
Light Beverage Wines
372(1)
Sparkling Wines
372(2)
Fortified Wines
374(1)
Aromatic Wines
374(1)
The History of Wine
374(1)
The Making of Wine
375(1)
Matching Wine with Food
376(2)
Major Wine-Growing Regions of Europe and North America
378(3)
Beer
381(1)
The Brewing Process
382(1)
Spirits
382(8)
Whiskys
384(2)
White Spirits
386(2)
Other Spirits
388(1)
Cocktails
389(1)
Nonalcoholic Beverages
390(4)
Nonalcoholic Beer
390(1)
Coffee
390(2)
Tea
392(1)
Carbonated Soft Drinks
392(1)
Juices
393(1)
Bottled Water
393(1)
Bars and Beverage Management
394(7)
Bar Setup
394(1)
Inventory Control
395(1)
Personnel Procedures
396(1)
Restaurant and Hotel Bars
396(1)
Night Clubs
397(1)
Microbreweries
397(3)
Sports Bars
400(1)
Coffee Shops
400(1)
Liquor Liability and the Law
401(2)
Trends in the Beverage Industry
403(1)
Case Studies
403(2)
Career Information
405(1)
Summary
406(1)
Key Words and Concepts
406(1)
Review Questions
406(1)
Internet Exercises
407(1)
Apply Your Knowledge
407(1)
Recreation and Leisure
408(28)
Recreation, Leisure, and Wellness
410(1)
Government-Sponsored Recreation
411(6)
National Parks in the United States
413(1)
National Parks in Canada
414(2)
Public Recreation and Parks Agencies
416(1)
Commercial Recreation
417(11)
Theme Parks
417(4)
Clubs
421(1)
Club Management Structure
422(2)
Country Clubs
424(1)
City Clubs
425(3)
Noncommercial Recreation
428(3)
Voluntary Organizations
428(2)
Campus, Armed Forces, and Employee Recreation
430(1)
Recreation for Special Populations
431(1)
Trends in Recreation and Leisure
431(1)
Case Studies
432(1)
Career Information
433(1)
Summary
433(1)
Key Words and Concepts
434(1)
Review Questions
434(1)
Internet Exercises
434(1)
Apply Your Knowledge
434(2)
The Gaming Entertainment Industry
436(32)
Gaming Entertainment Defined
438(4)
Historical Review of Gaming Entertainment
442(5)
Native American Gaming
444(3)
Size and Scope of Gaming Entertainment
447(3)
Organized Crime and Casinos
448(1)
Street Crime and Casinos
449(1)
Key Players in the Industry
450(4)
Exciting Gaming Entertainment Projects
454(7)
Positions in Gaming Entertainment
461(2)
Hotel Operations
461(1)
Food and Beverage Operations
461(1)
Casino Operations
461(2)
Retail Operations
463(1)
Entertainment Operations
463(1)
Trends in the Gaming Entertainment Industry
463(1)
Case Studies
464(1)
Career Information
465(1)
Summary
465(1)
Key Words and Concepts
466(1)
Review Questions
466(1)
Internet Exercises
466(1)
Apply Your Knowledge
466(2)
Meetings, Conventions, and Expositions
468(36)
Historical Review
470(1)
Types of Meetings
471(12)
Meetings, Incentives, Conventions, and Exhibitions
476(3)
Special Events and Off-Premise Catering
479(4)
Key Players in the Industry
483(16)
Meeting Planners
484(1)
Convention and Visitors Bureaus
485(3)
Convention Centers
488(3)
Event Management
491(5)
Specialized Services
496(3)
Trends in Conventions, Meetings, and Expositions
499(1)
Case Studies
499(2)
Career Information
501(1)
Summary
501(1)
Key Words and Concepts
502(1)
Review Questions
502(1)
Internet Exercises
502(1)
Apply Your Knowledge
503(1)
Marketing, Human Resources, and Culture
504(36)
Marketing
506(13)
Environmental Analysis
507(1)
Economic Impacts
507(1)
Social Analysis
508(1)
Political Analysis
509(1)
Technological Analysis
509(1)
Market Assessment
510(1)
Market Demand
510(1)
Competitor Analysis
511(1)
Positioning
512(1)
Marketing Goals and Objectives
512(1)
Marketing Mix
513(3)
Performance Evaluation
516(1)
Sales
516(3)
Human Resources Management
519(13)
Task Analysis
520(1)
Job Description
520(1)
Productivity Standards
520(1)
Recruitment and Selection
521(1)
Orientation
522(1)
Training
523(1)
Performance Appraisal
524(3)
Compensation
527(2)
Employee Development
529(1)
Employee Retention
529(2)
Equal Employment Opportunity
531(1)
Americans with Disabilities Act (ADA)
531(1)
Harassment
531(1)
Culture
532(2)
Cultural Barriers
532(1)
Language
533(1)
Ethnic Diversity
533(1)
Personal Cultural Barriers
533(1)
Trends in Marketing, Human Resources, and Culture
534(1)
Case Studies
534(3)
Career Information
537(1)
Summary
538(1)
Key Words and Concepts
538(1)
Review Questions
538(1)
Internet Exercises
539(1)
Apply Your Knowledge
539(1)
Leadership and Management
540(39)
Leadership
542(4)
Characteristics of Leaders
542(1)
Definitions of Leadership
542(1)
Transactional Leadership
543(1)
Transformational Leadership
543(3)
Examples of Leadership Excellence
546(6)
The Distinction Between Leadership and Management
552(5)
Management
554(2)
Managerial Skills
556(1)
Key Management Functions
557(13)
Forecasting
557(1)
Planning
558(2)
Organizing
560(1)
Decision Making
560(4)
Communicating
564(2)
Motivating
566(4)
Controlling
570(1)
Ethics
570(4)
Ethical Dilemmas in Hospitality
572(1)
Social Responsibilities in Business
573(1)
Trends in Leadership and Management
574(1)
Case Study
575(1)
Career Information
576(1)
Summary
577(1)
Key Words and Concepts
577(1)
Review Questions
577(1)
Internet Exercises
578(1)
Apply Your Knowledge
578(1)
Glossary 579(12)
Index 591

Excerpts

Hospitality management is an exciting professional discipline offering numerous career opportunities.Introduction to Hospitalityis a comprehensive tour of the fascinating and challenging fields of the hospitably industry: travel and tourism, lodging, foodservice, meetings, conventions and expositions, leisure and recreation. The book also discusses marketing, human resources, leadership and management and how they apply to hospitality management.This text is designed for the hospitality management professionals of tomorrow. By dynamically involving the readers in each step of this exciting journey,Introduction to Hospitalityinvites students to share the unique enthusiasm surrounding the field of hospitality.The current trend toward increased globalization is reflected in the hospitality industry. Through the stories and examples presented in the text, readers are encouraged to share the deep appreciation for, and gain exposure to, the diversity of existing traditions and cultures. The third edition revision plan was driven by student and faculty feedback. AnewIntroductory chapter opens the text, welcoming students to the world of hospitality, and anewsection on culinary arts has been added to chapter 6. More personal and corporate profiles of industry professionals have been added as well as more days in the lives of hospitality industry practitioners.Other features of this book include the following: Chapter objectivesthat help the reader focus on the main points discussed in the chapter Bold key words and concepts,provided to help the reader internalize the various topics presented in the chapter NEWContributing authorswho bring their expertise to each chapter Personal Profilesof industry practitioners describe the careers of a number of the hospitality industry leaders, including Valerie Ferguson, Past Chair of The American Hotel & Motel Association and Regional Vice President of Lowes Hotels; August Escoffier; Rich Melmen; Chef Paul Prudhomme; Norman Brinker; Ruth Fertel; Reg Washington; Robert Mondavi; and Steve Wynn Day In The Life Of,describes the daily activities of several hospitality professionals, from chefs to cruise directors to guest services managers and convention center sales managers. Each explains the key functions of their jobs Corporate Profilesgive an overview of leading corporations of excellence including: Hyatt Hotels; Marriott International; Outback Steakhouse; Red Lobster; TGI Friday's; Disney; Las Vegas Convention & Visitors Authority; ARAMARK; Starbucks Coffee Company; Four Seasons Regent Hotels; Canadian Pacific Hotels; Club Med and Cendant Hotels NEWCareer Informationboxes give a description of career opportunities along with a listing of related websites NEWCheck Your Knowledge,an in-text feature, encourages students to check their knowledge every few pages by asking questions relevant to the material covered Industry experts sidebars Thorough identification and analysis of trends, issues and challenges that will have a significant impact on hospitality in the future Scope of coverage and the international perspective on present and future industry issues Presentation and description of numerous career opportunities in hospitality Summariesthat correspond to the chapter learning objectives SCANS(Secretary's Commission on Achieving Necessary Skills) related critical thinking review questions designed to review important aspects of the text. They are different than the "check your knowledge" and "apply your knowledge" questions Case studiesthat challenge students to address real-world situations and recommend appropriate action NEWInternet exercisesinvite students to "surf the net" to answer s


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