Introduction To Hospitality

by Walker, John R.

• ISBN13: 9780131191013
• ISBN10: 0131191012
• Edition: 4th
• Format: Hardcover
• Copyright: 2005-01-13
• Publisher: Prentice Hall

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

To the Student	xxiii
Preface	xxxiii
Acknowledgments	xxxvii
About the Author	xxxix
PART 1 Introduction
Welcome to the Hospitality Industry	3	(28)
The Pineapple Tradition	4	(1)
Hospitality and Tourism	4	(3)
Characteristics of the Hospitality Industry	7	(3)
Corporate Philosophy	10	(2)
Service Philosophy Is a Way of Life	10	(1)
Corporate Culture	11	(1)
Mission Statement	11	(1)
Goal	11	(1)
Objective	12	(1)
Strategy/Tactics	12	(1)
The Focus on Service	12	(1)
Success in Service	13	(14)
Moments of Truth	15	(3)
Ways to Improve Service	18	(1)
Service and Total Quality Management	18	(5)
The Disney Approach to Guest Service	23	(4)
Trends	27	(1)
Summary	28	(1)
Key Words and Concepts	28	(1)
Review Questions	29	(1)
Internet Exercises	29	(1)
Apply Your Knowledge	29	(1)
Suggested Activity	29	(1)
Endnotes	29	(2)
Careers in Hospitality	31	(50)
Career Paths	32	(1)
Career Goals	33	(1)
Is the Hospitality Industry for You?	33	(1)
Self-Assessment and Personal Philosophy	34	(1)
Professionalism and Etiquette	34	(4)
Now Is the Time to Get Involved	35	(1)
Professional Organizations and Associations	36	(2)
Ethics	38	(1)
Ethical Dilemmas in Hospitality	39	(2)
Social Responsibilities in Business	41	(1)
Careers in Travel and Tourism	42	(1)
Careers in Restaurants and Managed Services	43	(6)
Restaurants	43	(3)
Managed Services	46	(3)
Careers in Lodging	49	(4)
Careers in Club Management	53	(2)
Careers in Conventions and Expositions	55	(2)
Careers in Meeting Planning, Event Management, and Catering	57	(6)
Meeting Planning	57	(3)
Event Management	60	(2)
Catering	62	(1)
Careers in Recreation and Leisure, Amusement and Theme Parks, and Gaming	63	(5)
Recreation and Leisure	63	(1)
Amusement and Theme Parks	64	(3)
The Gaming Industry	67	(1)
Careers in Allied Areas	68	(1)
Internships, Mentorships, and Job Shadowing	69	(2)
Career Paths and Resume Writing	71	(3)
Resumes	71	(1)
Cover Letters	72	(1)
Academic Record	73	(1)
Work Experience	73	(1)
Extracurricular Activities	73	(1)
Job Interviews	74	(2)
How to Interview	74	(2)
Trends	76	(1)
Case Study	76	(1)
Career Information	77	(1)
Summary	77	(1)
Key Words and Concepts	78	(1)
Review Questions	78	(1)
Internet Exercises	78	(1)
Apply Your Knowledge	78	(1)
Suggested Activity	79	(1)
Endnotes	79	(2)
Tourism	81	(44)
What is Tourism?	82	(1)
Tourism for Prosperity and Peace	82	(11)
Long-Term Prospects: Tourism 2020 Vision	83	(1)
Definition of Tourism	84	(1)
Airlines	85	(2)
Cruise Ships	87	(6)
Tourism Organizations	93	(2)
International Organizations	93	(1)
Domestic Organizations	94	(1)
State Offices of Tourism	94	(1)
City-Level Offices of Tourism	95	(1)
The Economic Impact of Tourism	95	(3)
The Multiplier Effect	97	(1)
Promoters of Tourism	98	(6)
Tour Operators	98	(1)
Travel Agencies	98	(1)
Commission Caps	99	(1)
Travel Corporations	100	(1)
Corporate Travel Manager	101	(1)
Travel and Tour Wholesalers	101	(1)
Certified Travel Counselor (CTC)	101	(1)
National Offices of Tourism (NOT)	102	(1)
Destination Management Companies (DMCs)	103	(1)
Why People Travel	104	(7)
Pleasure Travel	104	(3)
Business Travel	107	(4)
Social and Cultural Impact of Tourism	111	(4)
Ecotourism	115	(3)
Definition and Ecotourism Principles	115	(3)
Trends in Tourism and Travel	118	(1)
Case Study	119	(1)
Career Information	120	(1)
Summary	120	(1)
Key Words and Concepts	121	(1)
Review Questions	121	(1)
Internet Exercises	121	(1)
Apply Your Knowledge	121	(1)
Suggested Activity	122	(1)
Endnotes	122	(3)
PART 2 Lodging
The Hotel Business	125	(42)
Hotel Development and Ownership	125	(11)
Franchising	125	(3)
Is There a Franchise in Your Future?	128	(4)
Management Contracts	132	(4)
Real Estate Investment Trust (REIT)	136	(1)
Classification of Hotels	136	(19)
City Center Hotels	137	(4)
Resort Hotels	141	(3)
Vacation Ownership	144	(4)
What Is Vacation Ownership?	148	(1)
Airport Hotels	149	(1)
Freeway Hotels and Motels	150	(1)
Casino Hotels	151	(1)
Convention Hotels	151	(1)
Full-Service Hotels	152	(1)
Economy/Budget Hotels	152	(1)
Extended-Stay Hotels	153	(1)
All-Suite Extended-Stay Hotels	154	(1)
Bed and Breakfast Inns	154	(1)
Hotel Integration	155	(2)
Vertical Integration	155	(2)
Marketing Consortium (Referral Organizations)	157	(1)
Best, Biggest, and Most Unusual Hotels and Chains	158	(2)
The Best Hotel Chains	158	(1)
The Most Unusual Hotels	159	(1)
International Perspective	160	(1)
Trends in Hotel Development	161	(2)
Case Study	163	(1)
Career Information	164	(1)
Summary	164	(1)
Key Words and Concepts	164	(1)
Review Questions	164	(1)
Internet Exercises	165	(1)
Apply Your Knowledge	165	(1)
Suggested Activity	165	(1)
Endnotes	165	(2)
Rooms Division Operations	167	(46)
The Functions and Departments of a Hotel	168	(1)
Role of the Hotel General Manager	169	(2)
Management Structure	171	(1)
The Executive Committee	171	(1)
The Departments	172	(15)
Rooms Division	172	(1)
Front Office	173	(8)
Night Auditor	181	(6)
Property Management Systems	187	(1)
Yield Management	188	(2)
Reservations	190	(1)
Communications CBX or PBX	191	(1)
Guest Services/Uniformed Services	192	(3)
Concierge	195	(2)
Housekeeping	197	(9)
Laundry	205	(1)
Security/Loss Prevention	206	(1)
Trends in Hotel and Rooms Division Operations	207	(1)
Case Studies	208	(1)
Career Information	209	(1)
Summary	210	(1)
Key Words and Concepts	210	(1)
Review Questions	211	(1)
Internet Exercises	211	(1)
Apply Your Knowledge	211	(1)
Suggested Activity	211	(1)
Endnotes	211	(2)
Food and Beverage Operations	213	(34)
Food and Beverage Management	214	(4)
Kitchen	218	(6)
Hotel Restaurants	224	(2)
Bars	226	(3)
Stewarding Department	229	(1)
Catering Department	230	(9)
Position Profile	233	(3)
Catering Event Order	236	(2)
Catering Coordinator	238	(1)
Catering Services Manager	238	(1)
Room Service/in-Room Dining	239	(2)
Trends in Food and Beverage Operations	241	(1)
Case Studies	241	(1)
Career Information	242	(1)
Summary	242	(1)
Key Words and Concepts	243	(1)
Review Questions	243	(1)
Internet Exercises	243	(1)
Apply Your Knowledge	244	(1)
Suggested Activity	244	(1)
Endnotes	244	(3)
PART 3 Restaurants and Managed Services
The Restaurant Business	247	(32)
The Restaurant Business	248	(7)
Culinary Arts	248	(3)
Culinary Practices	251	(4)
Classifications of Restaurants	255	(20)
Full--Service Restaurants	256	(6)
Casual Dining and Dinner House Restaurants	262	(4)
Quick Service/Fast-Food Restaurants	266	(9)
Trends in the Restaurant Business	275	(1)
Food Trends and Practices for the New Millennium	275	(1)
Career Information	276	(1)
Summary	276	(1)
Key Words and Concepts	276	(1)
Review Questions	277	(1)
Internet Exercises	277	(1)
Apply Your Knowledge	277	(1)
Suggested Activities	277	(1)
Endnotes	277	(2)
Restaurant Operations	279	(30)
Front of the House	280	(7)
Restaurant Forecasting	282	(1)
Service	282	(4)
Suggestive Selling	286	(1)
Back of the House	287	(17)
Food Production	287	(2)
Kitchen/Food Production	289	(2)
Management Involvement and Follow Up	291	(1)
Employee Recognition	292	(1)
Purchasing	292	(4)
Receiving	296	(1)
Storing/Issuing	296	(4)
Restaurant Manager Job Analysis	300	(4)
Trends in Restaurant Operations	304	(1)
Case Studies	304	(1)
Career Information	305	(1)
Summary	306	(1)
Key Words and Concepts	306	(1)
Review Questions	306	(1)
Internet Exercises	307	(1)
Apply Your Knowledge	307	(1)
Suggested Activities	307	(1)
Endnotes	307	(2)
Managed Services	309	(34)
Overview	310	(1)
Airlines	311	(3)
In-Flight Foodservice	311	(2)
Airport Foodservice	313	(1)
Military	314	(1)
Elementary and Secondary Schools	315	(5)
Nutrition Education Programs	320	(1)
Colleges and Universities	320	(10)
Student Unions	322	(4)
Responsibilities in Managed Services	326	(4)
Health Care Facilities	330	(3)
Business and Industry	333	(3)
Leisure and Recreation	336	(2)
Stadium Points of Service	336	(1)
Other Facilities	337	(1)
Advantages and Disadvantages	337	(1)
Trends in Managed Services	338	(1)
Career Information	338	(1)
Case Studies	339	(1)
Summary	340	(1)
Key Words and Concepts	340	(1)
Review Questions	340	(1)
Internet Exercises	340	(1)
Apply Your Knowledge	341	(1)
Suggested Activity	341	(1)
Endnotes	341	(2)
Beverages	343	(42)
Wines	344	(10)
Light Beverage Wines	344	(1)
Sparkling Wines	345	(1)
Fortified Wines	346	(1)
Aromatic Wines	346	(1)
The History of Wine	346	(1)
The Making of Wine	347	(2)
Matching Wine with Food	349	(3)
Major Wine-Growing Regions of Europe and North America	352	(2)
Beer	354	(1)
The Brewing Process	355	(1)
Spirits	355	(5)
Whiskies	355	(3)
White Spirits	358	(1)
Other Spirits	358	(1)
Cocktails	359	(1)
Nonalcoholic Beverages	360	(6)
Nonalcoholic Beer	360	(1)
Coffee	360	(4)
Tea	364	(1)
Carbonated Soft Drinks	364	(1)
Juices	365	(1)
Bottled Water	366	(1)
Bars and Beverage Management	366	(9)
Bar Setup	366	(1)
Inventory Control	367	(1)
Personnel Procedures	368	(1)
Restaurant and Hotel Bars	369	(1)
Nightclubs	370	(1)
Microbreweries	371	(1)
Sports Bars	372	(2)
Coffee Shops	374	(1)
Liqour Liability and the Law	375	(4)
Highway Deaths and Alcohol	375	(2)
Underage Drinking	377	(2)
Trends in the Beverage Industry	379	(1)
Case Studies	379	(1)
Career Information	380	(1)
Summary	380	(1)
Key Words and Concepts	381	(1)
Review Questions	381	(1)
Internet Exercises	381	(1)
Apply Your Knowledge	382	(1)
Suggested Activities	382	(1)
Endnotes	382	(3)
PART 4 Recreation, Gaming Entertainment, and Assembly Management
Recreation, Theme Parks, and Clubs	385	(32)
Recreation, Leisure, and Wellness	386	(2)
Government-Sponsored Recreation	388	(4)
National Parks in the United States	389	(1)
Public Recreation and Parks Agencies	390	(2)
Commercial Recreation	392	(2)
Theme Parks	392	(2)
Walt Disney: A Man with a Vision	394	(5)
Magic Kingdom	397	(1)
Epcot	397	(1)
Disney-MGM Studies	398	(1)
Clubs	399	(11)
Club Management	400	(2)
Club Management Structure	402	(4)
Country Clubs	406	(1)
City Clubs	407	(3)
Noncommercial Recreation	410	(3)
Voluntary Organizations	410	(1)
Campus, Armed Forces, and Employee Recreation	411	(1)
Recreation for Special Populations	412	(1)
Trends in Recreation and Leisure	413	(1)
Case Studies	413	(1)
Career Information	414	(1)
Summary	414	(1)
Key Words and Concepts	414	(1)
Review Questions	415	(1)
Internet Exercises	415	(1)
Apply Your Knowledge	415	(1)
Suggested Activities	415	(1)
Endnotes	415	(2)
Gaming Entertainment	417	(28)
Gaming Entertainment Defined	418	(6)
Historical Review of Gaming Entertainment	424	(3)
Native American Gaming	425	(2)
Size and Scope of Gaming Entertainment	427	(1)
Key Players in the Industry	428	(3)
Exciting Gaming Entertainment Projects	431	(7)
Positions in Gaming Entertainment	438	(2)
Hotel Operations	438	(1)
Food and Beverage Operations	438	(1)
Casino Operations	439	(1)
Retail Operations	440	(1)
Entertainment Operations	440	(1)
Trends in the Gaming Entertainment Industry	440	(1)
Case Studies	441	(1)
Career Information	442	(1)
Summary	442	(1)
Key Words and Concepts	442	(1)
Review Questions	443	(1)
Internet Exercises	443	(1)
Apply Your Knowledge	443	(1)
Suggested Activities	443	(1)
Endnotes	443	(2)
Meetings, Conventions/Exhibitions, and Event Management	445	(36)
Historical Review	446	(1)
Types of Meetings	447	(13)
Meetings, Incentives, Conventions, and Exhibitions	449	(7)
Special Events and Off-Premise Catering	456	(4)
Key Players in the Industry	460	(15)
Meeting Planners	460	(3)
Convention and Visitors Bureaus	463	(1)
Convention Centers	464	(3)
Event Management	467	(5)
Specialized Services	472	(3)
Trends in Conventions, Meetings, and Expositions	475	(1)
Case Studies	475	(1)
Career Information	476	(1)
Summary	477	(1)
Key Words and Concepts	477	(1)
Review Questions	477	(1)
Internet Exercises	477	(1)
Apply Your Knowledge	478	(1)
Suggested Activity	478	(1)
Endnotes	478	(3)
PART 5 Operational Areas of the Hospitality Industry
Leadership and Management	481	(22)
Leadership	482	(9)
Characteristics and Practices of Leaders	482	(1)
Definition of Leadership	482	(1)
Transactional Leadership	483	(1)
Transformational Leadership	483	(1)
Examples of Excellence in Leadership	484	(1)
Demands Placed on Leaders	485	(6)
Hospitality Management	491	(6)
What Is Management?	492	(1)
Who Are Managers?	492	(1)
Key Management Functions	493	(1)
Managerial Skills	494	(1)
The Manager's Changing Role	495	(2)
Distinction between Leadership and Management	497	(1)
Trends in Leadership and Management	497	(1)
Case Studies	498	(1)
Career Information	499	(1)
Summary	499	(1)
Key Words and Concepts	499	(1)
Review Questions	500	(1)
Internet Exercises	500	(1)
Apply Your Knowledge	500	(1)
Suggested Activity	501	(1)
Endnotes	501	(2)
Hospitality Marketing	503	(30)
Hospitality Marketing	504	(3)
Desired or Felt Needs and Wants	505	(1)
The Importance of Marketing	505	(1)
Hospitality's Uniqueness of Product	506	(1)
Competitive Advantage	507	(1)
Internal Marketing	507	(3)
Strategic Planning for Marketing	510	(1)
Market Demand	511	(1)
Competitor Analysis	512	(5)
The SWOT Analysis	513	(2)
Marketing Segmentation	515	(2)
Positioning	517	(7)
Brand Marketing	517	(1)
Marketing Management and Marketing Mix	518	(6)
Marketing and Sales Goals and Objectives	524	(1)
Marketing Plan	525	(5)
Electronic Marketing	525	(1)
Understanding Markets	526	(1)
Sales	527	(1)
Sales Action Plan	528	(2)
Trends in Hospitality Marketing and Sales	530	(1)
Career Information	530	(1)
Summary	531	(1)
Key Words and Concepts	531	(1)
Review Questions	531	(1)
Internet Exercises	531	(1)
Apply Your Knowledge	531	(1)
Suggested Activity	531	(2)
Human Resources Management	533	(30)
Human Resources Leadership and Management Issues	534	(1)
Changing Demographics	534	(1)
Turnover	535	(1)
Legal Issues	535	(1)
The Importance of Human Resources	535	(2)
The Human Resources Department	536	(1)
Human Resources Planning	537	(5)
Task Analysis	538	(1)
Job Description	539	(1)
Job Specification	540	(1)
Productivity Standards	540	(2)
Employment Law	542	(1)
Recruitment	543	(2)
Selection	545	(2)
Orientation	547	(1)
Training and Development	547	(1)
Employee Development	548	(1)
Performance Appraisal	549	(2)
Compensation	551	(1)
Employee Assistance Programs	552	(2)
Benefits	554	(1)
Employee Retention	554	(1)
Harassment	555	(2)
Coaching and Counseling	557	(1)
Trends in Human Resources Management	558	(1)
Case Studies	558	(1)
Career Information	559	(1)
Summary	559	(1)
Key Words and Concepts	560	(1)
Review Questions	560	(1)
Internet Exercises	560	(1)
Apply Your Knowledge	561	(1)
Suggested Activity	561	(1)
Endnotes	561	(2)
Accounting, Finance, and Cost Control	563	(36)
Accounting in the Hospitality Industry	564	(4)
Uniform Systems of Accounts and Regulatory Agencies	565	(1)
Areas or Types of Accounting	566	(1)
Types of Business Organizations	567	(1)
Finance in the Hospitality Industry	568	(8)
Financial Statements	568	(1)
Income Statement	569	(2)
Balance Sheet	571	(3)
Statement of Cash Flows	574	(2)
Ratios	576	(6)
Profitability Ratios	576	(2)
Liquidity Ratios	578	(1)
Operating Ratios	579	(3)
Cash Flow Management	582	(4)
Budgets	593
Cost Control	586	(7)
Food and Beverage Cost Control	587	(3)
Labor Cost Control	590	(1)
Controlling Other Operating Costs	591	(2)
Trends in Accounting, Finance, and Cost Control	593	(3)
Career Information	596	(1)
Summary	596	(1)
Key Words and Concepts	596	(1)
Review Questions	597	(1)
Internet Exercises	597	(1)
Apply Your Knowledge	597	(1)
Suggested Activity	597	(2)
Hospitality Information Technology	599	(32)
What is Hospitality Industry Technology?	600	(1)
Types of Hospitality Industry Technology Systems	601	(2)
Work Group or Group Information Systems	601	(1)
Electronic Mail	601	(1)
Organizational Information Systems	601	(1)
Global/International Information Systems	602	(1)
Hospitality Information Processing	603	(1)
Hotel Information Technology Systems	604	(11)
Property Management Systems	604	(3)
Energy Management Systems	607	(1)
Call Accounting Systems	607	(1)
Guest Reservation Systems	607	(4)
Billing Guests	611	(2)
Security	613	(1)
Guest Comfort and Convenience	613	(1)
Sales and Marketing	614	(1)
Catering	614	(1)
Restaurant and Foodservice Information Technology Systems	615	(12)
Front-of-the-House Restaurant Systems	616	(4)
Back-of-the-House Restaurant Systems	620	(7)
Trends in Hospitality Industry Technology	627	(1)
Case Studies	627	(1)
Career Information	628	(1)
Summary	628	(1)
Key Words and Concepts	629	(1)
Review Questions	629	(1)
Internet Exercises	629	(1)
Apply Your Knowledge	629	(1)
Endnotes	630	(1)
Glossary	631	(16)
Index	647