Introduction to Management in the Hospitality Industry

Cover......Page 1
Title Page......Page 5
Copyright......Page 6
Contents......Page 7
Preface......Page 21
PART ONE: PERSPECTIVES ON CAREERS IN HOSPITALITY......Page 29
CHAPTER 1 THE HOSPITALITY INDUSTRY AND YOU......Page 31
What Is Hospitality Management?......Page 32
The Manager’s Role in the Hospitality Industry......Page 33
Why Study in a Hospitality Management Program?......Page 35
Planning a Career......Page 38
Employment as an Important Part of Your Education......Page 40
Getting a Job......Page 44
Industry Practice Note 1.1: An Employer’s View of Job Placement–Hyatt......Page 46
Employment at Graduation......Page 48
Global Hospitality Note 1.1: Career Opportunities Overseas......Page 49
Goals and Objectives: The Strategy of Job Placement......Page 50
The Outlook for Hospitality......Page 53
Industry Practice Note 1.2: Leading the Charge in Going Green–Orchard Hotels......Page 58
Globalization......Page 60
Review Questions......Page 61
Internet Exercises......Page 62
Notes......Page 63
CHAPTER 2 FORCES AFFECTING GROWTH AND CHANGE IN THE HOSPITALITY INDUSTRY......Page 65
Demand......Page 66
Industry Practice Note 2.1: Demographics in Practice......Page 69
Global Hospitality Note 2.1: As North America Ages, Some Parts of the World Are Getting Younger......Page 73
Industry Practice Note 2.2: Advocacy for the Advancement of Women in Food Service......Page 77
Industry Practice Note 2.3: Is the Middle Class Shrinking?......Page 80
Supply......Page 82
Workforce Diversity......Page 86
The Impact of Labor Scarcity......Page 87
Summary......Page 88
Key Words and Concepts......Page 89
Internet Exercises......Page 90
Notes......Page 92
PART TWO: FOOD SERVICE......Page 93
CHAPTER 3 THE RESTAURANT BUSINESS......Page 95
The Varied Field of Food Service......Page 96
The Restaurant Business......Page 100
The Dining Market and the Eating Market......Page 101
Contemporary Popular-Priced Restaurants......Page 108
Industry Practice Note 3.1: Subway and Enterpreneurship......Page 112
Case History 3.1: Quark’s Restaurant Serves Earthlings Too......Page 126
Restaurants as Part of a Larger Business......Page 128
Summary......Page 130
Review Questions......Page 131
Internet Exercises......Page 132
Notes......Page 133
CHAPTER 4 RESTAURANT OPERATIONS......Page 135
Restaurant Operations......Page 136
Industry Practice Note 4.1: Research Chefs Association......Page 144
Making a Profit in Food Service Operations......Page 149
Keeping the Score in Operations: Accounting Statements and Operating Ratios......Page 152
Life in the Restaurant Business......Page 156
Key Words and Concepts......Page 157
Internet Exercises......Page 158
Notes......Page 159
CHAPTER 5 RESTAURANT INDUSTRY ORGANIZATION: CHAIN, INDEPENDENT, OR FRANCHISE?......Page 161
Chain Restaurant Systems......Page 162
Independent Restaurants......Page 170
Industry Practice Note 5.1: Working with the SBA......Page 173
Industry Practice Note 5.2: Why Go Public?......Page 174
Franchised Restaurants......Page 179
Industry Practice Note 5.3: Interested in Becoming a Franchisee?......Page 183
Industry Practice Note 5.4: Rosenberg International Center of Franchising......Page 189
Key Words and Concepts......Page 191
Internet Exercises......Page 192
Notes......Page 194
Competitive Conditions in Food Service......Page 197
The Marketing Mix......Page 200
Case History 6.1: Finding the Proper Marketing Mix–Shakey’s Pizza......Page 201
Industry Practice Note 6.1: The Wealthiest Consumers......Page 211
Competition with Other Industries......Page 214
Summary......Page 218
Internet Exercises......Page 219
Notes......Page 221
CHAPTER 7 ON-SITE FOOD SERVICE......Page 223
Comparing On-Site and Commercial Food Services......Page 224
Self-Operated Facilities......Page 227
Managed-Services Companies......Page 228
Business and Industry Food Service......Page 230
Industry Practice Note 7.1: Measuring Guest Participation......Page 233
College and University Food Service......Page 234
Health Care Food Service......Page 238
School and Community Food Service......Page 245
Other Segments......Page 254
Vending......Page 257
Summary......Page 260
Review Questions......Page 261
Internet Exercises......Page 262
Notes......Page 264
Consumer Concerns......Page 267
Industry Practice Note 8.1: Defining Health Claims......Page 275
Food Service and the Environment......Page 280
Technology......Page 287
Industry Practice Note 8.2: ESP Systems......Page 290
Summary......Page 293
Key Words and Concepts......Page 294
Internet Exercises......Page 295
Notes......Page 298
PART THREE: LODGING......Page 299
CHAPTER 9 LODGING: MEETING GUEST NEEDS......Page 301
The Evolution of Lodging......Page 302
Industry Practice Note 9.1: Europe: A Continent of Lodging Distinctiveness......Page 305
Classifications of Hotel Properties......Page 306
Industry Practice Note 9.2: Trends in Spa Operations......Page 314
Types of Travelers......Page 317
Anticipating Guest Needs in Providing Hospitality Service......Page 320
Industry Practice Note 9.3: Creativity Is Evident in Hotel Properties......Page 321
Industry Practice Note 9.4: The Hotel of the “Not So Distant” Future......Page 323
Service, Service, Service......Page 324
Industry Practice Note 9.5: Hotel Rating Services......Page 326
Summary......Page 331
Review Questions......Page 333
Internet Exercises......Page 334
Notes......Page 335
CHAPTER 10 HOTEL AND LODGING OPERATIONS......Page 339
Major Functional Departments......Page 340
The Rooms Side of the House......Page 342
Industry Practice Note 10.1: Housekeeping......Page 352
Industry Practice Note 10.2: The Concierge......Page 355
Hotel Food and Beverage Operations......Page 358
Staff and Support Departments......Page 363
Income and Expense Patterns and Control......Page 367
Entry Ports and Careers......Page 370
Summary......Page 373
Review Questions......Page 374
Internet Exercises......Page 375
Notes......Page 376
CHAPTER 11 FORCES SHAPING THE HOTEL BUSINESS......Page 379
The Economics of the Hotel Business......Page 380
Industry Practice Note 11.1: Hotel Operations after Katrina......Page 385
Industry Practice Note 11.2: Condo-Hotels as Mixed-Use Developments......Page 391
Industry Practice Note 11.3: The Elements of the Hotel Real Estate Deal......Page 392
Dimensions of the Hotel Investment Decision......Page 399
Case History 11.1: Going Public: Some Good News and Some Bad......Page 400
Summary......Page 407
Review Questions......Page 408
Internet Exercises......Page 409
Notes......Page 411
CHAPTER 12 COMPETITION IN THE LODGING BUSINESS......Page 415
The Conditions of Competition......Page 416
The Marketing Mix in Lodging......Page 419
Product in a Segmented Market......Page 421
Industry Practice Note 12.1: Hotels Honored among World Business Hotels......Page 431
Industry Practice Note 12.2: Franchisors-Franchisees: A Growing Team Approach......Page 433
Price and Pricing Tactics......Page 434
Place–and Places......Page 438
Industry Practice Note 12.3: Travel Intermediaries: Utell Hotels and Resorts......Page 440
Promotion: Marketing Communication......Page 444
Summary......Page 448
Review Questions......Page 449
Internet Exercises......Page 450
Notes......Page 451
PART FOUR: TRAVEL AND TOURISM......Page 453
The Importance of Tourism......Page 455
Travel Trends......Page 459
Global Hospitality Note 13.1: Public Anxiety and the Travel Industry......Page 460
The Economic Significance of Tourism......Page 463
The United States as an International Tourist Attraction......Page 466
Businesses Serving the Traveler......Page 468
Noneconomic Effects of Tourism......Page 476
Global Hospitality Note 13.2: Volunteer Tourism–or Voluntourism......Page 480
Summary......Page 481
Review Questions......Page 482
Internet Exercises......Page 483
Notes......Page 485
CHAPTER 14 DESTINATIONS: TOURISM GENERATORS......Page 487
Motives and Destinations......Page 488
Mass-Market Tourism......Page 492
Planned Play Environments......Page 493
Industry Practice Note 14.1: A Different Kind of Theme Park......Page 500
Case History 14.1: Changes Come to Atlantic City......Page 514
Urban Entertainment Centers......Page 518
Case History 14.2: The National Restaurant Association Restaurant Show......Page 520
Temporary Attractions: Fairs and Festivals......Page 525
Case History 14.3: The New Orleans Jazz Fest......Page 527
Natural Environments......Page 528
On a Lighter Note......Page 531
Key Words and Concepts......Page 532
Internet Exercises......Page 533
Notes......Page 536
PART FIVE : MANAGEMENT IN THE HOSPITALITY INDUSTRY......Page 537
CHAPTER 15 MANAGEMENT: A NEW WAY OF THINKING......Page 539
Management and Supervision......Page 540
The Economizing Society......Page 541
The Managerial Revolution......Page 542
Management: A Dynamic Force in a Changing Industry......Page 548
Case History 15.1: Where Does a Concept Come From?......Page 555
What Is Management?......Page 556
Key Words and Concepts......Page 563
Internet Exercises......Page 564
Notes......Page 565
CHAPTER 16 PLANNING IN HOSPITALITY MANAGEMENT......Page 567
Why Study Planning?......Page 568
Planning in Organizations......Page 569
Case History 16.1: Planning on an Olympic Scale at ARAMARK......Page 570
Goal Setting......Page 573
Planning in Operations......Page 577
The Individual Worker as Planner......Page 581
Long-Range Planning Tools......Page 582
Key Words and Concepts......Page 586
Internet Exercises......Page 587
Notes......Page 589
Authority: The Cement of Organizations......Page 591
Departmentalization......Page 596
Case History 17.1: Reorganization in a Multibrand Company......Page 597
Line and Staff......Page 601
Issues in Organizing......Page 604
Summary......Page 613
Internet Exercises......Page 614
Notes......Page 615
CHAPTER 18 STAFFING: HUMAN RESOURCES MANAGEMENT IN HOSPITALITY MANAGEMENT......Page 617
Issues in Human Resources Management......Page 618
Fitting People to Jobs......Page 619
Recruiting......Page 624
Selection and Employment......Page 628
Training......Page 634
Global Hospitality Note 18.1: Training in a Global Hospitality Industry......Page 636
Retaining Employees......Page 638
Staff Planning......Page 639
Summary......Page 644
Internet Exercises......Page 645
Notes......Page 647
CHAPTER 19 CONTROL IN HOSPITALITY MANAGEMENT......Page 649
The Importance of Control......Page 650
Control and the “Cybernetic Loop”......Page 651
Tools for Control......Page 656
Review Questions......Page 663
Internet Exercises......Page 664
Note......Page 665
Leadership as Viewed by Social Scientists......Page 667
Why People Follow......Page 669
Leadership Theories......Page 673
Communication......Page 679
The Elements of Leading and Directing......Page 681
Industry Practice Note 20.1: Leadership in the Hospitality Industry......Page 685
Developing Your Own Leadership Style......Page 686
Summary......Page 687
Review Questions......Page 688
Internet Exercises......Page 689
Notes......Page 690
PART SIX : HOSPITALITY AS A SERVICE INDUSTRY......Page 691
CHAPTER 21 THE ROLE OF SERVICE IN THE HOSPITALITY INDUSTRY......Page 693
A Study of Service......Page 694
Industry Practice Note 21.1: Six Sigma Comes to the Hospitality Industry......Page 698
Rendering Personal Service......Page 701
Managing the Service Transaction......Page 704
How Companies Organize for Service......Page 709
Summary......Page 716
Review Questions......Page 717
Internet Exercises......Page 718
Notes......Page 719
Index......Page 721