9780131112933

Introduction to Hospitality Management

by
  • ISBN13:

    9780131112933

  • ISBN10:

    0131112937

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2004-01-01
  • Publisher: Prentice Hall

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Supplemental Materials

What is included with this book?

Summary

For courses in Introduction to Hotel and Motel Management and Introduction to the Hospitality Industry. Designed for tomorrow's hospitality management professionals, this text is a comprehensive tour of the fascinating and challenging fields of the hospitality industry: travel and tourism, lodging, foodservice, meetings, conventions and expositions, leisure and recreation. Through stories and examples, students are exposed toand encouraged to develop an appreciation forthe diverse segments of and career opportunities in the hospitality industry. This new text is an adaptation of the author's earlier title, Introduction to Hospitality, Third Edition, and all new features and revisions are based on instructor and student feedback.

Table of Contents

Preface xxi
Acknowledgments xxvii
About the Author xxix
Introduction
3(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(2)
Tourism
39(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(2)
The Hotel Business: Development and Classification
95(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(2)
Hotel and Rooms Division Operation
151(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(2)
Hotel Operations: Food and Beverage Division
203(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(2)
The Culinary Arts and Restaurant Business: Development and Classification
241(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(2)
Restaurant Operations
297(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(2)
Managed Services
337(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(2)
Beverages
371(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(2)
Recreation and Leisure
409(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(3)
The Gaming Entertainment Industry
437(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(3)
Meetings, Conventions, and Expositions
469(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(2)
Marketing, Human Resources, and Culture
505(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(2)
Leadership and Management
541(28)
Leadership
542(8)
Characteristics and Practices of Leaders
542(1)
Definitions of Leadership
543(1)
Transactional Leadership
543(1)
Transformational Leadership
543(1)
Examples of Excellence in Leadership
544(2)
Demands Placed on Leaders
546(4)
Hospitality Management
550(8)
What Is Management?
551(1)
Who Are Managers?
552(1)
Key Management Functions
553(1)
Managerial Skills
554(1)
The Manager's Changing Role
554(3)
Distinction between Leadership and Management
557(1)
Ethics
558(5)
Ethical Dilemmas in Hospitality
560(2)
Social Responsibilities in Business
562(1)
Trends in Leadership and Management
563(1)
Case Studies
563(1)
Career Information
564(1)
Summary
565(1)
Key Words and Concepts
565(1)
Review Questions
566(1)
Internet Exercises
566(1)
Apply Your Knowledge
567(2)
Planning
569(28)
What is Planning?
570(1)
The Purpose of Planning
571(1)
Strategic Planning
572(7)
Strategic Planning and Strategic Management
572(2)
Strategic Planning Process
574(1)
Corporate-Level Strategies
575(2)
Strengths, Weaknesses, Opportunities and Threats Analysis
577(1)
Environmental Scanning and Forecasting
578(1)
Operational Planning
579(14)
How Do Managers Plan?
579(2)
Operational Goal Setting
581(1)
Operational Objectives
582(3)
Policies, Procedures, and Rules
585(2)
Budgeting
587(3)
Scheduling
590(1)
Project Management
590(3)
Trends in Planning
593(1)
Case Study
593(1)
Career Information
593(1)
Summary
593(1)
Key Words and Concepts
594(1)
Review Questions
594(1)
Internet Exercise
595(1)
Apply Your Knowledge
595(2)
Organizing
597(26)
From Planning to Organizing
598(1)
The Purpose of Organizing
598(1)
Defining Organizational Structure
599(9)
Work Specialization and Division of Labor
599(2)
Departmentalization
601(1)
Authority and Responsibility
602(1)
Chain of Command
603(1)
Increasing Span of Control
604(1)
Empowerment
605(1)
Centralization and Decentralization
606(2)
Organizational Design Decisions
608(6)
Mechanistic and Organic Organizations
609(1)
Coordination of Activities
610(1)
Contingency Planning
611(1)
Contemporary Organizational Designs
612(2)
Teams and Employee Involvement
614(5)
Group Dynamics
616(1)
How Companies Use Teams at Work
616(1)
How to Build Productive Teams
617(1)
Job Rotation
617(2)
Job Enlargement and Job Enrichment
619(1)
Trends in Organizing
619(1)
Case Study
620(1)
Career Information
620(1)
Summary
620(1)
Key Words and Concepts
621(1)
Review Questions
621(1)
Internet Exercise
621(1)
Apply Your Knowledge
621(2)
Communication and Decision Making
623(34)
Managerial Communication
624(1)
What Is Communication?
624(1)
Interpersonal Communications Process
625(7)
Ways of Communicating Interpersonally
626(2)
Barriers to Effective Interpersonal Communication
628(2)
Overcoming Barriers to Effective Interpersonal Communication
630(2)
Organizational Communication
632(3)
Formal and Informal Communication
632(1)
Communication Flows and Networks
632(3)
Decision-Making Process
635(8)
Identification and Definition of Problem
637(2)
Identification of Decision Criteria
639(1)
Allocation of Weights to Criteria
639(1)
Development of Alternatives
640(1)
Analysis of Alternatives
640(1)
Selection of Alternative
640(1)
Implementation of Alternative
640(1)
Evaluation of Decision Effectiveness
640(3)
How Managers Make Decisions
643(3)
Making Decisions: Rationality, Bounded Rationality, and Intuition
643(3)
Types of Problems and Decisions
646(1)
Decision-Making Conditions
647(1)
Decision-Making Styles
648(2)
Trends in Communication and Decision Making
650(1)
Case Study
651(1)
Career Information
652(1)
Summary
652(1)
Key Words and Concepts
653(1)
Review Questions
653(1)
Internet Exercise
654(1)
Apply Your Knowledge
654(3)
Motivation
657(24)
What is Motivation?
658(4)
McGregor's Theory X and Theory Y
658(1)
Herzberg's Motivation-Hygiene Theory
658(2)
Maslow's Hierarchy of Needs
660(2)
Contemporary Theories of Motivation
662(4)
Goal-Setting Theory
662(1)
Reinforcement Theory
662(1)
Equity Theory
663(1)
Expectancy Theory
664(2)
Motivating a Diverse Workforce
666(9)
Pay-for-Performance Programs
668(2)
Open-Book Management
670(1)
Motivating the New Workforce
671(3)
From Theory to Practice: Additional Suggestions for Motivating Employees
674(1)
Trends in Communicating and Motivating
675(1)
Case Study
676(1)
Career Information
677(1)
Summary
677(1)
Key Words and Concepts
678(1)
Review Questions
678(1)
Internet Exercise
679(1)
Apply Your Knowledge
679(2)
Control
681(28)
What is Control?
682(1)
Why is Control Important?
683(1)
The Control Process
684(5)
Setting Standards
684(2)
Measuring
686(1)
Comparing Results
687(1)
Taking Managerial Action
688(1)
Types of Control
689(3)
Other Types of Control
692(4)
Food and Beverage Controls
692(1)
Operational Financial Controls
692(4)
Qualities of an Effective Control System
696(1)
Contingency Plans and Control
697(1)
Adjusting Controls for Cultural Differences
697(2)
Contemporary Issues in Control
699(4)
Workplace Privacy
699(1)
Employee Theft
700(1)
Workplace Violence
701(2)
Trends in Control
703(1)
Case Study
703(1)
Career Information
704(1)
Summary
705(1)
Key Words and Concepts
705(1)
Review Questions
705(1)
Internet Exercise
706(1)
Apply Your Knowledge
706(3)
Hospitality Industry Technology
709(32)
What is Hospitality Industry Technology?
710(1)
Types of Hospitality Industry Technology Systems
711(2)
Work Group or Group Information Systems
711(1)
Electronic Mail
711(1)
Organizational Information Systems
712(1)
Global/International Information Systems
712(1)
Hospitality Information Processing
713(1)
Hotel Information Technology Systems
714(10)
Property Management Systems
714(3)
Energy Management Systems
717(1)
Call Accounting Systems
718(1)
Guest Reservation Systems
718(2)
Billing Guests
720(1)
Security
721(1)
Guest Comfort and Convenience
721(1)
Sales and Marketing
722(1)
Catering
723(1)
Restaurant and Foodservice Information Technology Systems
724(12)
Front-of-the-House Restaurant Systems
724(5)
Back-of-the-House Restaurant Systems
729(7)
Trends in Hospitality Industry Technology
736(1)
Case Studies
737(1)
Career Information
738(1)
Summary
738(1)
Key Words and Concepts
739(1)
Review Questions
739(1)
Internet Exercises
739(1)
Apply Your Knowledge
739(2)
Glossary 741(16)
Index 757

Excerpts

Hospitality management is an exciting professional discipline offering numerous career opportunities.Introduction to Hospitality Managementis a comprehensive tour of the fascinating and challenging fields of the hospitality industry: travel and tourism, lodging, foodservice, meetings, conventions and expositions, leisure and recreation. Introduction to Hospitality Managementhas been written in response to requests from educators who wanted the addition of chapters on hospitality management. The new management and hospitality information technology chapters (Chapters 14 through 20) focus on what hospitality managers actually do and the most important challenges facing industry leaders today and tomorrow. The topics include leadership and management, planning, organizing, communicating and decision making, motivating, controlling, and hospitality information technology.Post 9-11security focus boxes, written by experts in this field, present the most up-to-date information pertinent to security in the hospitality industry. This text is designed for the hospitality management professionals of tomorrow. By involving readers in each step of this exciting journey,Introduction to Hospitality Managementinvites students to share the unique enthusiasm surrounding the hospitality industry. Each chapter has been vetted by industry professionals and includes several hands-on examples, which help students understand the how-to aspects of the hospitality industry. The features ofIntroduction to Hospitalityinclude: Chapter objectivesthat help the reader focus on the main points discussed in the chapter Bold key words and conceptsthat help the reader internalize the various topics presented in the chapter Contributing authors who bring their expertise to each chapter Personal Profilesof industry practitioners that describe the careers of a number of hospitality industry leaders, including Valerie Ferguson, past chair of the American Hotel & Motel Association and regional vice president of Loews Hotels; August Escoffier; Rich Melman; Chef Paul Prudhomme; Norman Brinker; Ruth Fertel; Reg Washington; Robert Mondavi; and Steve Wynn Day in the Life O f features that describe 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 job Corporate Profiles that give an overview of leading corporations of excellence including Hyatt Hotels, Marriott International, Outback Steakhouse, Red Lobster, T.G.I. Friday's, Disney, Las Vegas Convention & Visitors Authority, ARAMARK, Starbucks Coffee Company, Four Seasons Regent Hotels, Canadian Pacific Hotels, Club Med, and Cendant Hotels Career Informationboxes that give a description of career opportunities along with a listing of related web sites Check Your Knowledgein-text features that encourage students to ask questions relevant to the material covered every few pages 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 that review important aspects of the text. They differ from the Check Your Knowledge and Apply Your Knowledge questions Case studiesthat challenge students to address real-world situations and recommend appropriate action Internet exercisesthat invite students to "surf

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