Introduction to hospitality

Cover
Title Page
Copyright
Brief Contents
Contents
To the Student
Preface
Acknowledgments
Global Edition Acknowledgments
About the Author
Part I: Introducing Hospitality and Lodging
	Chapter 1: Introducing Hospitality
		Prelude
		Hospitality through the Ages
			Ancient Times
			Greece and Rome
			Medieval Times
			Coffeehouses
			The New World
			The French Revolution
			The Nineteenth Century
			The Twentieth Century
			The Twenty-First Century
		The Modern Hospitality Industry
			Welcome to You, the Future Hospitality Industry Leaders!
			The Interrelated Nature of Hospitality and Tourism
			Characteristics of the Hospitality Industry
			Hospitality Industry Philosophy
		Success in Service
			The Focus on Service
		Determining Your Career Path
			Career Paths
			Career Goals
			Is the Hospitality Industry for You?
			Self-Assessment and Personal Philosophy
			Now Is the Time to Get Involved
			Professional Organizations
		Current Issues in Hospitality and Tourism
		Career Information
		Case Study
		Key Words and Concepts
		Chapter 1 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 2: The Hotel Business
		Hotel Development and Ownership
			Franchising
			Is There a Franchise in Your Future?
			Referral Associations
			Management Contracts
			Real Estate Investment Trust
			Hotel Development
		Rating and Classification of Hotels
			The Lodging Industry
			Hotel Affiliations
			Hotel Classification by Rating System: AAA and Forbes
			City Center and Suburban Hotels
			Resort Hotels
			Airport Hotels
			Freeway and Interstate Hotels and Motels
			Casino Hotels
			Conference and Convention Hotels
			Full-Service Hotels
			Economy/Budget Hotels
			Extended-Stay Hotels and All-Suites Extended-Stay Hotels
			Condotels, Timeshare, and Mixed-Use Hotels
			Bed and Breakfast Inns
			Timeshare, Vacation Ownership, and Fractional Ownership
			Travel the World through Exchange Vacations
		Best, Biggest, and Most Unusual Hotels and Chains
			The Best Hotel Chains
			The Most Unusual Hotels
		Career Information
		Current Issues in Hotel Development and Management
		Case Study
		Key Words and Concepts
		Chapter 2 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 3: Rooms Division
		Management Structure
			The Hotel General Manager
			The Executive Committee
		Rooms Division
			Rooms Division Director
			Front Office
			Reservations
			Guest Reservation Systems
			Billing Guests
			Night Auditor
			Communications CBX or PBX
			Guest Services /Uniformed Services
			Concierge
			Housekeeping
			Laundry
			Spas
			Guest Comfort and Convenience
			Security/Loss Prevention
			Hotel Information Technology
		Current Issues in Hotel and Rooms Division Operations
		Career Information
		Revenue Management
			Yield Management
			RevPAR
			The Value of the STR STAR Program
			Energy Management Systems
			Call Accounting Systems
		Case Study
		Key Words and Concepts
		Chapter 3 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 4: Hotel Food and Beverage
		Food and Beverage Management
			The Food and Beverage Director
			Typical Day in the Life of a Food and Beverage Director
		Kitchen
			Calculating Food and Beverage Ratios
			The Brigade
		Food and Beverage Departments
			Restaurants
			Beverage Operations
			Stewarding
			Banquets and Catering
			Catering Event Order
			Room Service/In-Room Dining
			Point-of-Sale Systems
		Current Issues in Lodging Food and Beverage Operations
		Careers in Hotel Food and Beverage
		Case Study
		Key Words and Concepts
		Chapter 4 Review Questions
		Apply Your Knowledge
		Suggested Activities
Part II: Beverages, Restaurants, and Managed Services
	Chapter 5: Beverages
		Wine
			Light Beverage Wines
			Sparkling Wines
			Fortified Wines
			Aromatic Wines
			The History of Wine
			Matching Wine with Food
			Major Wine-Growing Regions
			How to Read a Wine Label
			On Sustainability
		Beer
			The Brewing Process
			Organic and Craft Beers, Microbreweries, and Brewpubs
		Spirits
			Whiskies
			White Spirits
			Other Spirits
			Cocktails
		Nonalcoholic Beverages
			Nonalcoholic Beer and Wine
			Coffee
			Tea
			Carbonated Soft Drinks and Energy Drinks
			Juices
			Bottled Water
		Bars and Beverage Operations
			Bar Setup
			Inventory Control
			Using Technology to Control Beverage Costs
			Personnel Procedures
			Restaurant and Hotel Bars
			Nightclubs
			Brewpubs and Microbreweries
			Sports Bars
			Liquor Liability and the Law
			Coffee Shops
		Current Issues in Beverage Management
		Case Study
		Key Words and Concepts
		Chapter 5 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 6: The Restaurant Business
		The Restaurant Business
			Classical Cuisine
			Food Trends and Practices
			Culinary Practices
		The Menu
			Types of Menus
			Needs and Desires of Guests
			Capabilities of Cooks
			Consistency and Availability of Menu Ingredients
			Price and Pricing Strategy
			Menu Engineering
			Menu Design and Layout
		Classifications of Restaurants
			Franchises
			Chain Restaurants
			Independent Restaurants
			Fine Dining
			Celebrity-Owned Restaurants
			Steak Houses
			Casual Dining and Dinner-House Restaurants
			Family Restaurants
			Ethnic Restaurants
			Theme Restaurants
			Quick-Service/Fast-Food Restaurants
		Current Issues in the Restaurant Business
		Case Study
		Key Words and Concepts
		Chapter 6 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 7: Restaurant Management
		Front of the House
			Host/Hostess
			Restaurant Forecasting
			Service
			Suggestive Selling
			Front-of-the-House Restaurant Systems
		Back-of-the-House Operations
			Food Production
			Kitchen/Food Production
			Management Involvement and Follow-Up
			Employee Recognition
			Back-of-the-House Restaurant Systems
		Restaurant Management Financials
			Budgeted Costs in a Restaurant
			Purchasing
			Receiving
			Storing/Issuing
			Budgeting
			Restaurant Accounting
			Lease and Controllable Expenses
			Restaurant Manager Job Analysis
		Current Issues in Restaurant Operations
		Case Study
		Key Words and Concepts
		Chapter 7 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 8: Managed Services
		Introduction to Managed Services
			Managed Services Other Than Food
		Airlines and Airports
			In-Flight and Airport Foodservice
		Military
		Schools
			Elementary and Secondary Schools
			Colleges and Universities
		Current Issues in Managed Services
		Health Care Facilities
		Business and Industry (B&I)
		Leisure and Recreation
			Stadium Points of Service
			Other Facilities
			Advantages and Disadvantages
		Case Study
		Key Words and Concepts
		Chapter 8 Review Questions
		Apply Your Knowledge
		Suggested Activity
		Endnotes
Part III: Tourism, Recreation, Attractions,  Clubs, and Gaming
	Chapter 9: Tourism
		The Impact of Transportation on Tourism
			Pre-Industrial Revolution
			Traveling by Train
			Traveling by Automobile
			Traveling by Automobile and Bus
			Travel by Air
			Travel by Cruise Ship
		Tourism in the Twenty-First Century
			Benefits and Prospects of Tourism
			Business Travel
			Long-Term Prospects: Tourism Towards 2030
			Use of the Internet for Travel
		The Economic Impact of Tourism
			The Multiplier Effect
		Promoters of Tourism
			State Offices of Tourism
			City-Level Offices of Tourism and Convention and Visitors Centers
			National Offices of Tourism
			Tour Operators
			Travel Agencies
			Tour Wholesalers and Consolidators
			Destination Management Companies
		Social and Cultural Impact of Tourism
			Ecotourism
			Other Types of Tourism
		Current Issues in Travel and Tourism
		Case Study
		Key Words and Concepts
		Chapter 9 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 10: Recreation, Attractions, and Clubs
		Recreation, Leisure, and Wellness
			Spas
			Managing Attractions
		Theme Parks
			Size and Scope of the Theme Park Industry
			Disney World and Disneyland
			Universal Studios
			SeaWorld Parks and Entertainment
			Hershey’s
			Regional Theme Parks
		Career Information Attractions
		Attractions
			Zoos
			Aquariums
			Historic Places and Sites
			Museums
			Performing Arts
			Destinations
		Clubs
			Size and Scope of the Club Industry
			Club Management
			Club Management Structure
			Types of Clubs
			Use of Technology in Clubs
		Career Information
		Government-Sponsored Recreation
			National Parks in the United States
			National Park Management
			Public Recreation and Parks Agencies
		Noncommercial Recreation
			Voluntary Organizations
			Campus, Armed Forces, and Employee Recreation
			Recreation for People Who Have Special Needs
		Current Issues in Recreation, Wellness, and Leisure
		Case Study
		Key Words and Concepts
		Chapter 10 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 11: Gaming Entertainment
		Gaming Entertainment
			Historical Review of Gaming Entertainment
			Evolution of Gambling and Casinos
			Native American Gaming
		The Casino Resort: A Hospitality Buffet
			What Is Gambling?
			Comps: A Usual Part of an Unusual Business
			Types of Casino Operations
			Components of Casino Resorts
			Technology Use in the Casino Industry
		Working in a Casino Resort
			Hotel Operations
			Food and Beverage Operations
			Casino Operations
			Retail Operations
			Entertainment Operations
			The Mirage Effect
		Career Information
		Current Issues in the Gaming Entertainment Industry
		Case Study
		Key Words and Concepts
		Chapter 11 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
Part IV: Assemblies, Events, Attractions, Leadership, and Management
	Chapter 12: Meetings, Conventions, And Expositions
		The Meetings, Conventions, and Expositions Industry
			Size and Scope of the Industry
			Key Players in the Industry
		Types of Meetings, Conventions, and Expositions
			Meetings
			Association Meetings
			Conventions and Expositions
			Other Types of Meetings
			Incentive Meetings
		Meeting Planning
			Needs Analysis
			Budget
			Request for Proposal and Site Inspection and Selection
			Negotiation with the Convention Center or Hotel
			Contracts
			Organizing and Preconference Meetings
			Mobile Meeting Technology
			Conference Event Order
			Post-Event Meeting
		Venues for Meetings, Conventions, and Expositions
			City Centers
			Convention Centers
			Conference Centers
			Hotels and Resorts
			Cruise Ships
			Colleges and Universities
		Career Information
		Current Issues in Meetings, Conventions, and Expositions
		Case Study
		Key Words and Concepts
		Chapter 12 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 13: Special Events
		Special Events
			What Event Planners Do
			Event Management
			The Event-Planning Process
			Challenges and Tools
			Future Ready Event Planning
		Classifications of Special Events
			Corporate Events
			Association Events
			Charity Balls and Fundraising Events
			Social Events
			Fairs and Festivals
			Concerts and Sporting Events
			Mega Sporting Events
		Traits and Skills of a Successful Event Manager
			Leadership
			Communication
			Project Management
			Enthusiasm
		Special Event Organizations
			International Festivals and Events Association
			Meeting Professionals International
			Hospitality Sales and Marketing Association International
			Local Convention and Visitors Bureaus
		Career Information
		Current Issues in Special Events Management
		Case Study
		Key Words and Concepts
		Chapter 13 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 14: Leadership and Management
		Leadership
			Characteristics and Practices of Leaders
			Definitions of Leadership
			Examples of Excellence in Leadership
			Demands Placed on Leaders
		Hospitality Management
			The Function of Management
			Managerial Skills
			The Manager’s Changing Role
			Distinction between Leadership and Management
		Ethics
			Ethical Dilemmas in Hospitality
		Current Issues in Leadership
		Case Study
		Key Words and Concepts
		Chapter 14 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
Part V: Managerial Areas of the Hospitality Industry
	Chapter 15: Planning
		What Is Planning?
			The Purpose of Planning
		Strategic Planning and Strategic Management
			Strategic Planning/Management Process
			Corporate-Level Strategies
			Strengths, Weaknesses, Opportunities, and Threats Analysis
			Environmental Scanning and Forecasting
		Operational Planning
			How Do Managers Plan?
			Operational Goal Setting
			Operational Objectives
			Management Concepts and Approaches
			Policies, Procedures, and Rules
			Budgeting
			Scheduling
			Project Management
		Current Issues in Planning
		Case Study
		Key Words and Concepts
		Chapter 15 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 16: Organizing
		What Is Organizing?
			The Purpose of Organizing
			Defining Organizational Structure
			Authority and Responsibility
		Organizational Design Decisions
			Coordination of Activities
			Contingency Planning
			Contemporary Organizational Designs
		Teams and Employee Involvement
			Group Dynamics
			How Companies Use Teams at Work
			How to Build Productive Teams
			Job Rotation
			Job Enlargement and Job Enrichment
		Current Issues in Organizational Management
		Case Study
		Key Words and Concepts
		Chapter 16 Review Questions
		Apply Your Knowledge
		Suggested Activity
		Endnotes
	Chapter 17: Communication and Decision Making
		Communication and the Interpersonal Communication Process
			The Interpersonal Communication Process
			Barriers to Effective Interpersonal Communication
			Overcoming Barriers to Effective Interpersonal Communication
		Organizational Communication
			Formal and Informal Communication
			Communication Flows and Networks
		The Decision-Making Process
			Step 1: Identification and Definition of Problem
			Step 2: Identification of Decision Criteria
			Step 3: Allocation of Weights to Criteria
			Step 4: Development of Alternatives
			Step 5: Analysis of Alternatives
			Step 6: Selection of Alternative
			Step 7: Implementation of Alternative
			Step 8: Evaluation of Decision Effectiveness
		How Managers Make Decisions
			Making Decisions: Rationality, Bounded Rationality, and Intuition
			Conflict Resolution
			Types of Problems and Decisions
			Decision-Making Conditions
			Decision-Making Styles
		Current Issues in Communication
		Case Study
		Key Words and Concepts
		Chapter 17 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
	Chapter 18: Control
		Control
			What Is Control?
			Why Is Control Important?
			The Control Process
			Qualities of an Effective Control System
			Contingency Plans and Control
			Adjusting Controls for Cultural Differences
		Types of Control
			Feedforward Control
			Concurrent Control
			Feedback Control
			Corporate Control
			Food and Beverage Controls
			Operational Financial Controls
		Contemporary Issues in Control
			Workplace Privacy
			Employee Theft
			Workplace Violence
		Current Issues in Control
		Case Study
		Key Words and Concepts
		Chapter 18 Review Questions
		Apply Your Knowledge
		Suggested Activities
		Endnotes
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