Introduction to Hospitality
, by Walker, John R.- ISBN: 9780131995147 | 0131995146
- Cover: Hardcover
- Copyright: 2/1/1996
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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