Introduction to Hospitality
, by Walker, John R.
- ISBN: 9780131995147 | 0131995146
- Cover: Hardcover
- Copyright: 2/1/1996
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.
| 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 |
| Table of Contents provided by Syndetics. All Rights Reserved. |
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