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PART ONE: PERSPECTIVES ON CAREERS IN HOSPITALITY.

Chapter 1. The Hospitality Industry and You.

What Is Hospitality Management?.

Case History 1.1 A Former Student's Unexpected Change.

The Manager's Role in the Hospitality Industry.

Why Study in a Hospitality Management Program?.

Employment Opportunities.

Planning a Career.

The Meaning of Work.

Employment as an Important Part of Your Education.

Profiting from Work Experience.

Learning Strategies for Work Experience.

Getting a Job.

Getting in the Door.

Industry Practice Note 1.1 An Employer's View of Job Placement.

Learning on the Job.

Other Ways of Profiting from a Job.

Global Hospitality Note 1.1 Career Opportunities Overseas.

Employment at Graduation.

Goals and Objectives: The Strategy of Job Placement.

The Outlook for Hospitality.

The Effect of September 11, 2001.

Polarization in Hospitality Service Organizations.

Accelerating Competition.

Service Is the Difference.

Value Consciousness.

Technology.

Empowerment.

Diversity.

Concern with Security.

Concern with Sanitation.

Globalization.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

Chapter 2. Forces Affecting Growth and Change in the Hospitality Industry.

Managing Change.

Demand.

The Changing Age Composition of Our Population.

Industry Practice Note 2.1 Demographics in Practice.

Global Hospitality Note 2.1 As North America Ages, Some Parts of the World Are Getting Younger.

Diversity and Cultural Change.

Industry Practice Note 2.2 Advocacy for the Advancement of Women in Food Service.

Industry Practice Note 2.3 Is the Middle Class Shrinking?.

Supply.

Land and Its Produce.

Labor.

Workforce Diversity.

The Impact of Labor Scarcity.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

PART TWO: FOOD SERVICE.

Chapter 3. The Restaurant Business.

The Varied Field of Food Service.

The Outlook for Food Service.

The Restaurant Business.

The Dining Market and the Eating Market.

Dining Well.

The Eating Market and Its Dynamics.

Contemporary Popular-Priced Restaurants.

Quick-Service Restaurants.

Midscale Restaurants.

Casual Restaurants .

Case Hisotry 3.1 Quark's Restaurant Serves Earthlings Too.

High-Check-Average Restaurants.

Global Hospitality Note 3.1 Culinary Preparation.

Restaurants as a Part of a Larger Business.

Restaurants in Retail Stores.

Restaurants in Shopping Malls.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercise.

Notes.

Chapter 4. Restaurant Operations.

Restaurant Operations.

The Front of the House.

The Back of the House.

The "Office".

General Management.

Life in the Restaurant Business.

Salary Levels.

Making a Profit in Food Service Operations.

Increasing Sales.

Reducing Costs.

Keeping the Score in Operations: Accounting Statements and Operating Ratios.

Cost of Sales.

Controllable Expenses.

Capital Costs.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

Chapter 5. Restaurant Industry Organization: Chain, Independent, or Franchise?.

Chain Restaurant Systems.

Marketing and Brand Recognition.

Site Selection Expertise.

Access to Capital.

Purchasing Economies.

Control and Information Systems.

New Product Development.

Human Resource Program Development.

Chains' Market Share.

Independent Restaurants.

Operating Advantages.

Marketing and Brand Recognition.

Site Selection.

Access to Capital.

Industry Practice Note 5.1 Working with the SBA.

Industry Practice Note 5.2 Why Go Public?.

Purchasing Economies.

Control and Information Systems.

Human Resources.

The Independent's Extra: Flexibility.

The Independent's Imperative: Differentiation.

Between Independent and Chain.

Franchised Restaurants.

The New Franchisee .

Industry Practice Note 5.3: Interested in Becoming a Franchisee?.

Continuing Franchise Services.

Drawbacks for the Franchisee.

The Franchisor's View.

Franchisor-Franchisee Relations.

Industry Practice Note 5.4: Conflict in Food Service Franchising.

Franchising: A Middle Way.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

Chapter 6. Competitive Forces in Food Service.

Competitive Conditions in Food Service.

The Marketing Mix.

Case Hisotry 6.1 Finding the Proper Marketing Mix - Sharkey's Pizza.

Product.

Price.

Place-and Places.

Promotion.

Industry Practice Note 6.1 The Wealthiest Consumers.

Competition with Other Industries.

Convenience Stores.

Supermarkets.

The Home as Competition.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

Chapter 7. Issues Facing Food Service.

Consumer Concerns.

Health and Wellness.

Junk Food and a Hectic Pace.

Nutritional Labeling.

Industry Practice Note 7.1 Defining Health Claims.

Sanitation.

Alcohol and Dining.

Food Service and the Environment.

Thinking About Garbage: From Dump to Waste Stream.

Managing the Waste Stream.

Technology.

Enhancing Customer Service.

Technology in the Back of the House.

Technology, the Internet, and Food Service Marketing.

Technology and Management.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

Chapter 8. On-site Food Service.

Comparing On-site and Commercial Food Services.

Self-operated Facilities.

Managed-Services Companies.

Global Hospitality Note 8.1 International Perspectives.

Pros and Cons of Contract Management.

Business and Industry Food Service.

Industry Practice Note 8.1 Measuring Guest Participation.

College and University Food Service.

College Students as Customers.

Health Care Food Service.

The Dietetic Professional.

The Dietetic Technician.

The Dietary Manager.

Dietary Department Organization.

Trends in Health Care Food Service.

School and Community Food Service.

The School Food Service Model.

Contract Companies in School Food Service.

Trends in School Food Service.

Service Programs for the Aging.

Community-Based Services.

Retirement Housing Facilities and Communities.

Other Segments.

Recreation.

Private Clubs.

Transportation.

Vending.

Case History 8.1 Vending Meets One Building's Food Service Needs.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

PART THREE: LODGING.

Chapter 9. Lodging: Meeting Guest Needs.

The Evolution of Lodging.

The History of Lodging.

The Evolution of the Motel.

The Motor Hotel.

Industry Practice Note 9.1 Where have all the independents gone?.

Classifiactions of Hotel Properties.

Hotels Classified by Price.

Hotels Classified by Function.

Hotels Classified by Location.

Hotels Classified by Market Segment.

Other Hotel Classifications.

Industry Practice Note 9.2 Innkeeping Insights.

Types of Guests.

Business Travelers.

Other Segments.

International Travelers.

Anticipating Guest Needs in Providing Hospitality Service.

Industry Practice Note 9.3 Creativity is Evident in Hotel Properties.

Industry Practice Note 9.4 using technology to meet guest expectations.

Service, Service, Service .

Industry Practice Note 9.5 hotel rating services.

Employees as the Internal Customers.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

Chapter 10. Hotel and Lodging Operations.

Major Functional Departments.

The Rooms Side of the House.

The Front Office.

Automation of the Front Office.

Reservations and Yield.

Management.

Housekeeping.

Telephone and Call Accounting Systems.

Industry Practice Note 10.1 The Concierge.

Uniformed Services Staff.

Hotel Food and Beverage Operations .

Restaurants.

Banquets.

Food Production.

Sanitation and Utility.

Leased Restaurants.

Staff and Support Departments.

Sales and Marketing .

Accounting.

Human Resources.

Engineering.

Income and Expense Patterns and Control.

The Uniform System of Accounts.

Entry Ports and Careers.

Front Office.

Accounting.

Sales and Marketing.

Food and Beverage.

Owning Your Own Hotel.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

Chapter 11. Forces Shaping the Hotel Business.

The Economics of the Hotel Business.

A Cyclical Business.

RevPar or Profpar?.

Hotels as Real Estate.

Iindustry Practice Note 11.1 Hotels in mixed-use developments.

The Securitization of the Hotel Industry .

Industry Practice Note 11.2 The Elements of the Hotel Real Estate Deal.

The Hazards of Public Ownership.

Case History 11.1 Going Public: Some Good News and Some Bad News .

Dimensions of the Hotel Investment Decision.

Financial.

An Operating Business.

Segmentation: For Guests or Developers?.

Management Companies.

Asset Management.

Entrepreneurial Opportunities.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

Chapter 12. Competition in the Lodging Business.

The Conditions of Competition.

A Fragmented Market.

A Cyclical Market.

Cost Structure.

Securitization.

Technological Revolution.

The Marketing Mix in Lodging.

Competitive Tactics.

Product in a Segmented Market.

Food Service.

Other Services and Amenities.

Systemwide Services.

Global Hospitality Note 12.1 the changing hotel environment in europe.

Industry Practice Note 12.1 Franchisors-Franchisees- A Growing team approach.

Price and Pricing Tactics.

Yield Management.

Place-and Places.

Location.

Distribution Channels.

Industry Practice Note 12.2 Travel intermediaries: utell acquires unirez.

Promotion: Marketing Communication.

Advertising in Mass Media.

Advertising on the Internet.

Sales Promotion.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercise.

Notes.

PART FOUR: TRAVEL AND TOURISM.

Chapter 13. Tourism: Front and Center.

The Importance of Tourism.

Factors Affecting Travel and Tourism.

Growing Leisure Time?.

Income Trends.

Demographics and Travel.

Travel Trends.

Global Hospitality Note 13.1 Public Anxiety and the Travel Industry.

Mode of Travel.

Trip Duration.

The Economic Significance of Tourism.

Tourism and Employment.

Publicity as an Economic Benefit.

The United States as an International Tourist Attraction.

Measuring the Volume.

Reasons for Growth of the United States as a Destination.

Businesses Serving the Traveler.

Passenger Transportation.

Channels of Distribution.

Reservation Networks.

Noneconomic Effects of Tourism.

Crowding.

Favorable Noneconomic Effects.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

Chapter 14. Destinations: Tourism Generators.

Motives and Destinations.

Mass-Market Tourism.

Planned Play Environments.

Theme Parks.

Themes.

Scale.

Regional Theme Parks .

Themes and Cities.

Employment and Training Opportunities.

Casinos and Gaming.

Las Vegas.

Laughlin (Clark County) .

Atlantic City.

Mississippi Gulf Coast.

Casino Markets and the Business of Casinos.

Casino Staffing.

Urban Entertainment Centers.

Case History 14.1 The National Restaurant Association Restaurant Show.

Shopping Centers.

Zoos, Sanctuaries and Aquariums.

Temporary Attractions: Fairs and Festivals.

Case History 14.2 The New Orleans Jazz Fest.

Natural Environments.

Global Hospitality Note 14.1 Ecotourism in Other Countries.

On a Lighter Side.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

PART FIVE: HOSPITALITY AS A SERVICE INDUSTRY.

Chapter 15. The Role of Service in the Hospitality Industry.

A Study of Service.

What Is Service?.

Industry Practice Note 15.1 six sigma comes to the hospitality industry.

Types of Service.

Rendering Personal Service.

Industry Practice Note 15.2 Service and Stress.

Task .

Interpersonal Skills.

Managing the Service Transaction.

The Product View of Service.

The Process View: Empowerment.

Production or Process View?.

How Companies Organize for Service.

Service Strategy.

Service Culture.

The Employee as Product: The Importance of People.

Service as a Sustainable Competitive Advantage.

Summary.

Key Words and Concepts.

Review Questions.

Internet Exercises.

Notes.

Index.