Introduction to Hospitality

by Walker, John R.

• ISBN13: 9780131995147
• ISBN10: 0131995146
• Format: Hardcover
• Copyright: 1996-02-01
• Publisher: Pearson College Div

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