Introduction to Hospitality Management

by Walker, John R.

• ISBN13: 9780131112933
• ISBN10: 0131112937
• Edition: 1st
• Format: Hardcover
• Copyright: 2004-01-01
• Publisher: Prentice Hall

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