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Exploring the hospitality industry
Author
Publisher
Pearson Prentice Hall
Publication Date
c2008
Language
English
Description
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Table of Contents
From the Book
To the Student
Preface
Acknowledgments
About the Author
Part 1. Hospitality, Tourism, and Travel
Chapter 1. Hospitality Spirit
Welcome, to You, the Future Hospitality Industry Leaders!
The Pineapple Tradition
The Interrelated Nature of Hospitality and Tourism
Characteristics of the Hospitality Industry
The Focus on Service
Perfecting Service
Success in Service
Moments of Truth
Ways to Perfect Service
Service and Total Quality Management
The Disney Approach to Guest Service
So What Is the Disney Service Model?
Ethics
Ethical Dilemmas in Hospitality
Trends in Hospitality
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes
Chapter 2. Tourism
Tourism
Tourism Defined
Benefits of Tourism
Tourism 2020 Vision
Air Travel
The Hub-and-Spoke System
Rail, Automobile, and Coach Travel
Traveling by Train
Rail Travel Abroad
Does the Train Have a Future?
Traveling by Car
Automobile Associations
Rental Cars
Traveling by Bus
Types of Bus Service
Motorcoach Associations
Tourism Organizations
International Organizations
Domestic Organizations
State Offices of Tourism
City-Level Offices of Tourism and Convention Centers
The Economic Impact of Tourism
The Multiplier Effect
Promoters of Tourism
Tour Operators
Travel Agencies
Travel Corporations
Corporate Travel Manager
Travel and Tour Wholesalers
Certified Travel Counselor (CTC)
National Offices of Tourism (NOT)
Destination Management Companies (DMCs)
Trends in Tourism
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes
Chapter 3. Why People Travel
Pleasure Travel
Different Places for Different People
Business Travel
Social and Cultural Impact of Tourism
Sustainable Tourism and Ecotourism
Cultural Tourism
Impact of Tourism on Culture
Tourism and Art
Heritage Tourism
The Benefits of Preservation
Challenges in Heritage Tourism
Find the Fit between Community and Tourism
Four Steps to a Comprehensive Heritage Program
Nature Tourism
Trends in Travel
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes
Part 2. Lodging and Cruising
Chapter 4. Lodging
Hotel Development and Ownership
Franchising
Management Contracts
Real Estate Investment Trust (REIT)
Rating and Classification of Hotels
Types and Locations of Hotels
City Center Hotels
Airport Hotels
Freeway Hotels and Motels
Casino Hotels
Convention Hotels
Full-Service Hotels
Economy/Budget Hotels
Extended-Stay Hotels
All-Suite Extended-Stay Hotels
Condotels
Mixed-Use Hotel Development
Bed and Breakfast Inns
Resort Hotels
Vacation Ownership
Best, Biggest, and Most Unusual Hotels and Chains
The Best Hotel Chains
The Most Unusual Hotels
International Perspective
Trends in Hotel Development
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes
Chapter 5. Lodging Operations
The Functions and Departments of a Hotel
Role of the Hotel General Manager
Management Structure
The Executive Committee
The Departments
Rooms Division
Front Office
Night Auditor
Property Management Systems
Revenue Management
Reservations
Communications CBX or PBX
Guest Services
Concierge
Housekeeping
Security/Loss Prevention
Food and Beverage Management
Kitchen
Hotel Restaurants
Bars
Stewarding Department
Catering Department
Catering Event Order
Catering Services Manager
Room Service/In-Room Dining
Trends in Lodging Operations
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes
Chapter 6. Cruising
Cruise Industry Development
The First Cruise Ships
Cruising Today
The Key Players in the Cruise Industry
The Cruise Market
Types of Cruise Markets
Types of Cruises
Regional Cruises
Coastal Cruises
River Cruises
Barges
Steam Boating
Expeditions and Natural Cruises
Adventure Cruises
Sail-Cruises
World Cruises
Crossings
Specialty and Theme Cruises
Deluxe Cruising
All Aboard-Organization of the Cruise Ship
Cruise Industry Employment
Cruise Destinations
Trends in the Cruise Industry
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes
Part 3. Food and Beverage Service and Management
Chapter 7. Restaurants
Restaurants
Classification of Restaurants
Franchises
Fine Dining
Casual Dining
Quick-Service/Fast-Food Restaurants
Trends in the Restaurant Business and How They Affect Us
Food Trends and Practices
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes
Chapter 8. Restaurant Operations
Front of the House
Restaurant Forecasting
Service
Suggestive Selling
Back of the House
Food Production
Kitchen/Food Production
Management Involvement and Follow-Up
Purchasing
Receiving
Storing/Issuing
Cost Control
Food and Beverage Cost Percentages
Labor Cost Control
Restaurant Manager Job Analysis
Human Resource Management
Financial Management
Administrative Management
Operations Management
Trends in Restaurant Operations
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes
Chapter 9. Managed Services
Overview
Airlines and Airports
In-Flight Foodservice
Military
Elementary and Secondary Schools
Nutrition Education Programs
Colleges and Universities
Student Unions
Responsibilities in Managed Services
Health Care Facilities
Business and Industry
Leisure and Recreation
Stadium Points of Service
Other Facilities
Advantages and Disadvantages
Seniors
Trends in Managed Services
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes
Chapter 10. Beverages
Wines
Light Beverage Wines
Sparkling Wines
Fortified Wines
Aromatic Wines
The History of Wine
The Making of Wine
Matching Wine with Food
Major Wine-Producing Countries
Beer
The Brewing Process
Spirits
Whiskies
White Spirits
Other Spirits
Cocktails
Nonalcoholic Beverages
Nonalcoholic Beer
Coffee
Tea
Carbonated Soft Drinks
Juices
Power Drinks
Bottled Water
Types of Bars
Restaurant and Hotel Bars
Nightclubs
Microbreweries
Sports Bars
Coffee Shops
Liquor Liability and the Law
Highway Deaths and Alcohol
Trends in the Beverage Industry
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes
Part 4. Club Management, Attractions, and Recreation
Chapter 11. Clubs
Development of Clubs
Size and Scope of the Club Industry
Types of Clubs
Country Clubs
City Clubs
Other Clubs
Key Players in the Club Industry
Club Management
Club Management Structure
Club Food and Beverage Management
The Golf Course Superintendent
The Golf Professional
The Golf Shop
Trends in Club Management
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes
Chapter 12. Theme Parks and Attractions
The Development of Theme Parks
Size and Scope of the Theme Park Industry
Key Players in the Theme Park Industry
Magic Kingdom
Epcot
Disney-MGM Studios
Universal Studios
Anheuser-Busch Companies
Hershey's
Regional Theme Parks
Dollywood
LegoLand
GatorLand
Wet 'N' Wild
Theme Park Management
Fairs, Festivals, and Events
Oktoberfest
The Carnival in Rio de Janeiro, Brazil
Reggae on the River
Mardi Gras
Grand Ole Opry
Employment
Trends in the Theme Park Industry
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes
Chapter 13. Gaming Entertainment
Gaming Entertainment
Historical Review of Gaming Entertainment
Native American Gaming
Size and Scope of Gaming Entertainment
Key Players in the Industry
Positions in Gaming Entertainment
Hotel Operations
Food and Beverage Operations
Casino Operations
Retail Operations
Entertainment Operations
Trends in the Gaming Entertainment Industry
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes
Part 5. Assemblies and Event Management
Chapter 14. Meetings, Conventions, and Expositions
Development of the Meetings, Conventions, and Expositions Industry
Size and Scope of the Industry
Key Players in the Industry
Destination Management Companies
Meeting Planners
Service Contractors
Types of Meetings, Conventions, and Expositions
Meetings
Association Meetings
Conventions and Expositions
Meetings, Incentive Travel, Conventions, and Exhibitions (MICE)
Types of Associations
Types of Meetings
Meeting Planning
Venues for Meetings, Conventions, and Expositions
City Centers
Convention Centers
Conference Centers
Hotels and Resorts
Cruise Ships
Colleges and Universities
Trends in Meetings, Conventions, and Expositions
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes
Chapter 15. Special Events
What Event Planners Do
Event Management
Research
Design
Planning
Coordination
Evaluation
Challenges for Event Planners and Managers
Classifications of Special Events
Corporate Events
Association Events
Charity Balls and Fund-Raising Events
Social Events
Fairs and Festivals
Concerts and Sporting Events
Mega Events
Required Skills and Abilities for Event Management
Leadership Skills
Ability to Communicate with Other Departments
Project Management Skills
Negotiating Skills
Coordinating and Delegating Skills
Budgeting Skills
Ability to Multitask
Enthusiasm
Effective Social Skills
Ability to Form Contacts
Special Event Organizations
International Festivals & Events Association
Meeting Planners International
Local Convention and Visitors Bureaus
The Special Event Job Market
Trends in the Special Event Industry
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes
Glossary
Photo Credits
Index
Excerpt
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Author Notes
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Subjects
Subjects
More Details
ISBN
013243766
9780132437660
9780134745077
9780134744919
9780132437660
9780134745077
9780134744919
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