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• Title Page
• Copyright Page
• Brief Contents
• Contents
• To the Student
• Preface
• Acknowledgments
• About the Author
• 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
• Careers
• 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
• The Disney Service Model
• Career Paths
• Career Goals
• Is the Hospitality Industry for You?
• Self-Assessment and Personal Philosophy
• Now Is the Time to Get Involved
• Professional Organizations and Associations
• Ethics
• Ethical Dilemmas in Hospitality
• Trends in Hospitality
• Career Information
• Summary
• Key Words and Concepts
• Review Questions
• Internet Exercises
• Apply Your Knowledge
• Suggested Activity
• Endnotes
• Chapter 2 Tourism
• Tourism
• Sustainable Cruising
• 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
• Paris
• 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
• Career Information
• Summary
• Key Words and Concepts
• Review Questions
• Internet Exercises
• Apply Your Knowledge
• Suggested Activity
• Endnotes
• Chapter 3 Characteristics of Tourism
• Pleasure Travel
• Different Places for Different People
• Business Travel
• The Social and Cultural Impact of Tourism
• Sustainable Tourism and Ecotourism
• What Is Ecotourism?
• Environmental Impact of Tourism
• 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
• Career Information
• Summary
• Key Words and Concepts
• Review Questions
• Internet Exercises
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 4 Lodging
• Hotel Development and Ownership
• Franchising
• Franchised Hotels
• Franchising Trends
• Management Contracts
• Real Estate Investment Trust (REIT)
• Rating and Classification of Hotels
• Types and Location of Hotels
• City Center and Suburban Hotels
• Airport Hotels
• Freeway and Interstate Hotels and Motels
• Casino Hotels
• Conference and 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
• Green Lodging
• Sustainable Lodging
• How Fairmont Promises to Fight Climate Change
• Climate Change Impacts the Bottom Line
• Examples of Fairmont’s Best Practice:
• Commitments and Plans
• Trends in Hotel Development
• Career Information
• Summary
• Key Words and Concepts
• Review Questions
• Internet Exercises
• Apply Your Knowledge
• Suggested Activity
• Endnotes
• Chapter 5 Lodging Operations
• Functions and Departments of a Hotel
• Early Inns
• 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
• Security Officers
• Equipment
• Safety Procedures
• Identification Procedures
• Food and Beverage Management
• Kitchen
• Hotel Restaurants
• Bars
• Stewarding Department
• Catering Department
• Catering Event Order
• Catering Services Manager
• Room Service/In-Room Dining
• Energy Star®
• Green Seal
• Recycled Content
• Hotel Recycling
• Water Conservation
• Bathroom Amenities
• Breakfast
• Sustainable Lodging Operations
• Lounge
• Guest Shuttle
• Guest Bikes
• Coffee Shop
• Greening the Guestroom
• Trends in Lodging Operations
• Career Information
• 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
• 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 Destinations
• Sustainable Cruising
• Trends in the Cruise Industry
• Career Information
• Summary
• Key Words and Concepts
• Review Questions
• Internet Exercises
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 7 Restaurants
• Restaurants
• Classification of Restaurants
• Franchises
• Fine Dining
• Casual Dining
• Quick-Service/Fast-Food Restaurants
• Sustainable Restaurants
• Green Restaurant Certification 4.0 Standards
• Food Trends and Practices
• Trends in the Restaurant Business
• Career Information
• 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
• Sustainable Restaurant Operations
• Restaurant Manager Job Analysis
• Human Resource Management
• Financial Management
• Administrative Management
• Operations Management
• Trends in Restaurant Operations
• Career Information
• 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
• Sustainability
• Sustainable Managed Services
• Trends in Managed Services
• Technology
• Career Information
• 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
• Sustainable Wine Production
• The Making of Wine
• Matching Wine with Food
• Major Wine-Producing Countries
• Beer
• The Brewing Process
• Sustainable Brewing
• Spirits
• Whiskies
• White Spirits
• Other Spirits
• Cocktails
• Nonalcoholic Beverages
• Nonalcoholic Beer
• Coffee
• Sustainable 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
• Career Information
• Summary
• Key Words and Concepts
• Review Questions
• Internet Exercises
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• 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
• Sustainable Golf Course Management
• The Golf Professional
• The Golf Shop
• Trends in Club Management
• Career Information
• 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’s–Hollywood Studios (Formerly Disney MGM Studios)
• Animal Kingdom
• Universal Studios
• SeaWorld Parks and Entertainment
• Hershey’s
• Regional Theme Parks
• Dollywood
• LEGOLAND
• Gatorland
• Wet ‘n Wild
• Theme Park Management
• Sustainable Theme Parks
• 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
• Career Information
• 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
• Career Information
• Summary
• Key Words and Concepts
• Review Questions
• Internet Exercises
• Apply Your Knowledge
• Suggested Activity
• Endnotes
• 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
• Historical Associations
• 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
• Career Information
• 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
• Wedding Planning
• Special Event Organizations
• International Festivals & Events Association
• Meeting Planners International
• Local Convention and Visitors Bureaus
• Sustainable Special Events
• The Special Event Job Market
• Trends in the Special Event Industry
• Career Information
• Summary
• Key Words and Concepts
• Review Questions
• Internet Exercises
• Apply Your Knowledge
• Suggested Activity
• Endnotes
• Glossary
• Index
• Photo Credits