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• Title Page
• Copyright
• Brief Contents
• Contents
• To the Student
• Preface
• Acknowledgments
• Global Edition Acknowledgments
• About the Author
• Part I: Introducing Hospitality and Lodging
• Chapter 1: Introducing Hospitality
• Prelude
• Hospitality through the Ages
• Ancient Times
• Greece and Rome
• Medieval Times
• Coffeehouses
• The New World
• The French Revolution
• The Nineteenth Century
• The Twentieth Century
• The Twenty-First Century
• The Modern Hospitality Industry
• Welcome to You, the Future Hospitality Industry Leaders!
• The Interrelated Nature of Hospitality and Tourism
• Characteristics of the Hospitality Industry
• Hospitality Industry Philosophy
• Success in Service
• The Focus on Service
• Determining Your Career Path
• Career Paths
• Career Goals
• Is the Hospitality Industry for You?
• Self-Assessment and Personal Philosophy
• Now Is the Time to Get Involved
• Professional Organizations
• Current Issues in Hospitality and Tourism
• Career Information
• Case Study
• Key Words and Concepts
• Chapter 1 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 2: The Hotel Business
• Hotel Development and Ownership
• Franchising
• Is There a Franchise in Your Future?
• Referral Associations
• Management Contracts
• Real Estate Investment Trust
• Hotel Development
• Rating and Classification of Hotels
• The Lodging Industry
• Hotel Affiliations
• Hotel Classification by Rating System: AAA and Forbes
• City Center and Suburban Hotels
• Resort Hotels
• Airport Hotels
• Freeway and Interstate Hotels and Motels
• Casino Hotels
• Conference and Convention Hotels
• Full-Service Hotels
• Economy/Budget Hotels
• Extended-Stay Hotels and All-Suites Extended-Stay Hotels
• Condotels, Timeshare, and Mixed-Use Hotels
• Bed and Breakfast Inns
• Timeshare, Vacation Ownership, and Fractional Ownership
• Travel the World through Exchange Vacations
• Best, Biggest, and Most Unusual Hotels and Chains
• The Best Hotel Chains
• The Most Unusual Hotels
• Career Information
• Current Issues in Hotel Development and Management
• Case Study
• Key Words and Concepts
• Chapter 2 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 3: Rooms Division
• Management Structure
• The Hotel General Manager
• The Executive Committee
• Rooms Division
• Rooms Division Director
• Front Office
• Reservations
• Guest Reservation Systems
• Billing Guests
• Night Auditor
• Communications CBX or PBX
• Guest Services /Uniformed Services
• Concierge
• Housekeeping
• Laundry
• Spas
• Guest Comfort and Convenience
• Security/Loss Prevention
• Hotel Information Technology
• Current Issues in Hotel and Rooms Division Operations
• Career Information
• Revenue Management
• Yield Management
• RevPAR
• The Value of the STR STAR Program
• Energy Management Systems
• Call Accounting Systems
• Case Study
• Key Words and Concepts
• Chapter 3 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 4: Hotel Food and Beverage
• Food and Beverage Management
• The Food and Beverage Director
• Typical Day in the Life of a Food and Beverage Director
• Kitchen
• Calculating Food and Beverage Ratios
• The Brigade
• Food and Beverage Departments
• Restaurants
• Beverage Operations
• Stewarding
• Banquets and Catering
• Catering Event Order
• Room Service/In-Room Dining
• Point-of-Sale Systems
• Current Issues in Lodging Food and Beverage Operations
• Careers in Hotel Food and Beverage
• Case Study
• Key Words and Concepts
• Chapter 4 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Part II: Beverages, Restaurants, and Managed Services
• Chapter 5: Beverages
• Wine
• Light Beverage Wines
• Sparkling Wines
• Fortified Wines
• Aromatic Wines
• The History of Wine
• Matching Wine with Food
• Major Wine-Growing Regions
• How to Read a Wine Label
• On Sustainability
• Beer
• The Brewing Process
• Organic and Craft Beers, Microbreweries, and Brewpubs
• Spirits
• Whiskies
• White Spirits
• Other Spirits
• Cocktails
• Nonalcoholic Beverages
• Nonalcoholic Beer and Wine
• Coffee
• Tea
• Carbonated Soft Drinks and Energy Drinks
• Juices
• Bottled Water
• Bars and Beverage Operations
• Bar Setup
• Inventory Control
• Using Technology to Control Beverage Costs
• Personnel Procedures
• Restaurant and Hotel Bars
• Nightclubs
• Brewpubs and Microbreweries
• Sports Bars
• Liquor Liability and the Law
• Coffee Shops
• Current Issues in Beverage Management
• Case Study
• Key Words and Concepts
• Chapter 5 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 6: The Restaurant Business
• The Restaurant Business
• Classical Cuisine
• Food Trends and Practices
• Culinary Practices
• The Menu
• Types of Menus
• Needs and Desires of Guests
• Capabilities of Cooks
• Consistency and Availability of Menu Ingredients
• Price and Pricing Strategy
• Menu Engineering
• Menu Design and Layout
• Classifications of Restaurants
• Franchises
• Chain Restaurants
• Independent Restaurants
• Fine Dining
• Celebrity-Owned Restaurants
• Steak Houses
• Casual Dining and Dinner-House Restaurants
• Family Restaurants
• Ethnic Restaurants
• Theme Restaurants
• Quick-Service/Fast-Food Restaurants
• Current Issues in the Restaurant Business
• Case Study
• Key Words and Concepts
• Chapter 6 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 7: Restaurant Management
• Front of the House
• Host/Hostess
• Restaurant Forecasting
• Service
• Suggestive Selling
• Front-of-the-House Restaurant Systems
• Back-of-the-House Operations
• Food Production
• Kitchen/Food Production
• Management Involvement and Follow-Up
• Employee Recognition
• Back-of-the-House Restaurant Systems
• Restaurant Management Financials
• Budgeted Costs in a Restaurant
• Purchasing
• Receiving
• Storing/Issuing
• Budgeting
• Restaurant Accounting
• Lease and Controllable Expenses
• Restaurant Manager Job Analysis
• Current Issues in Restaurant Operations
• Case Study
• Key Words and Concepts
• Chapter 7 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 8: Managed Services
• Introduction to Managed Services
• Managed Services Other Than Food
• Airlines and Airports
• In-Flight and Airport Foodservice
• Military
• Schools
• Elementary and Secondary Schools
• Colleges and Universities
• Current Issues in Managed Services
• Health Care Facilities
• Business and Industry (B&I)
• Leisure and Recreation
• Stadium Points of Service
• Other Facilities
• Advantages and Disadvantages
• Case Study
• Key Words and Concepts
• Chapter 8 Review Questions
• Apply Your Knowledge
• Suggested Activity
• Endnotes
• Part III: Tourism, Recreation, Attractions, Clubs, and Gaming
• Chapter 9: Tourism
• The Impact of Transportation on Tourism
• Pre-Industrial Revolution
• Traveling by Train
• Traveling by Automobile
• Traveling by Automobile and Bus
• Travel by Air
• Travel by Cruise Ship
• Tourism in the Twenty-First Century
• Benefits and Prospects of Tourism
• Business Travel
• Long-Term Prospects: Tourism Towards 2030
• Use of the Internet for Travel
• The Economic Impact of Tourism
• The Multiplier Effect
• Promoters of Tourism
• State Offices of Tourism
• City-Level Offices of Tourism and Convention and Visitors Centers
• National Offices of Tourism
• Tour Operators
• Travel Agencies
• Tour Wholesalers and Consolidators
• Destination Management Companies
• Social and Cultural Impact of Tourism
• Ecotourism
• Other Types of Tourism
• Current Issues in Travel and Tourism
• Case Study
• Key Words and Concepts
• Chapter 9 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 10: Recreation, Attractions, and Clubs
• Recreation, Leisure, and Wellness
• Spas
• Managing Attractions
• Theme Parks
• Size and Scope of the Theme Park Industry
• Disney World and Disneyland
• Universal Studios
• SeaWorld Parks and Entertainment
• Hershey’s
• Regional Theme Parks
• Career Information Attractions
• Attractions
• Zoos
• Aquariums
• Historic Places and Sites
• Museums
• Performing Arts
• Destinations
• Clubs
• Size and Scope of the Club Industry
• Club Management
• Club Management Structure
• Types of Clubs
• Use of Technology in Clubs
• Career Information
• Government-Sponsored Recreation
• National Parks in the United States
• National Park Management
• Public Recreation and Parks Agencies
• Noncommercial Recreation
• Voluntary Organizations
• Campus, Armed Forces, and Employee Recreation
• Recreation for People Who Have Special Needs
• Current Issues in Recreation, Wellness, and Leisure
• Case Study
• Key Words and Concepts
• Chapter 10 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 11: Gaming Entertainment
• Gaming Entertainment
• Historical Review of Gaming Entertainment
• Evolution of Gambling and Casinos
• Native American Gaming
• The Casino Resort: A Hospitality Buffet
• What Is Gambling?
• Comps: A Usual Part of an Unusual Business
• Types of Casino Operations
• Components of Casino Resorts
• Technology Use in the Casino Industry
• Working in a Casino Resort
• Hotel Operations
• Food and Beverage Operations
• Casino Operations
• Retail Operations
• Entertainment Operations
• The Mirage Effect
• Career Information
• Current Issues in the Gaming Entertainment Industry
• Case Study
• Key Words and Concepts
• Chapter 11 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Part IV: Assemblies, Events, Attractions, Leadership, and Management
• Chapter 12: Meetings, Conventions, And Expositions
• The Meetings, Conventions, and Expositions Industry
• Size and Scope of the Industry
• Key Players in the Industry
• Types of Meetings, Conventions, and Expositions
• Meetings
• Association Meetings
• Conventions and Expositions
• Other Types of Meetings
• Incentive Meetings
• Meeting Planning
• Needs Analysis
• Budget
• Request for Proposal and Site Inspection and Selection
• Negotiation with the Convention Center or Hotel
• Contracts
• Organizing and Preconference Meetings
• Mobile Meeting Technology
• Conference Event Order
• Post-Event Meeting
• Venues for Meetings, Conventions, and Expositions
• City Centers
• Convention Centers
• Conference Centers
• Hotels and Resorts
• Cruise Ships
• Colleges and Universities
• Career Information
• Current Issues in Meetings, Conventions, and Expositions
• Case Study
• Key Words and Concepts
• Chapter 12 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 13: Special Events
• Special Events
• What Event Planners Do
• Event Management
• The Event-Planning Process
• Challenges and Tools
• Future Ready Event Planning
• Classifications of Special Events
• Corporate Events
• Association Events
• Charity Balls and Fundraising Events
• Social Events
• Fairs and Festivals
• Concerts and Sporting Events
• Mega Sporting Events
• Traits and Skills of a Successful Event Manager
• Leadership
• Communication
• Project Management
• Enthusiasm
• Special Event Organizations
• International Festivals and Events Association
• Meeting Professionals International
• Hospitality Sales and Marketing Association International
• Local Convention and Visitors Bureaus
• Career Information
• Current Issues in Special Events Management
• Case Study
• Key Words and Concepts
• Chapter 13 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 14: Leadership and Management
• Leadership
• Characteristics and Practices of Leaders
• Definitions of Leadership
• Examples of Excellence in Leadership
• Demands Placed on Leaders
• Hospitality Management
• The Function of Management
• Managerial Skills
• The Manager’s Changing Role
• Distinction between Leadership and Management
• Ethics
• Ethical Dilemmas in Hospitality
• Current Issues in Leadership
• Case Study
• Key Words and Concepts
• Chapter 14 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Part V: Managerial Areas of the Hospitality Industry
• Chapter 15: Planning
• What Is Planning?
• The Purpose of Planning
• Strategic Planning and Strategic Management
• Strategic Planning/Management Process
• Corporate-Level Strategies
• Strengths, Weaknesses, Opportunities, and Threats Analysis
• Environmental Scanning and Forecasting
• Operational Planning
• How Do Managers Plan?
• Operational Goal Setting
• Operational Objectives
• Management Concepts and Approaches
• Policies, Procedures, and Rules
• Budgeting
• Scheduling
• Project Management
• Current Issues in Planning
• Case Study
• Key Words and Concepts
• Chapter 15 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 16: Organizing
• What Is Organizing?
• The Purpose of Organizing
• Defining Organizational Structure
• Authority and Responsibility
• Organizational Design Decisions
• Coordination of Activities
• Contingency Planning
• Contemporary Organizational Designs
• Teams and Employee Involvement
• Group Dynamics
• How Companies Use Teams at Work
• How to Build Productive Teams
• Job Rotation
• Job Enlargement and Job Enrichment
• Current Issues in Organizational Management
• Case Study
• Key Words and Concepts
• Chapter 16 Review Questions
• Apply Your Knowledge
• Suggested Activity
• Endnotes
• Chapter 17: Communication and Decision Making
• Communication and the Interpersonal Communication Process
• The Interpersonal Communication Process
• Barriers to Effective Interpersonal Communication
• Overcoming Barriers to Effective Interpersonal Communication
• Organizational Communication
• Formal and Informal Communication
• Communication Flows and Networks
• The Decision-Making Process
• Step 1: Identification and Definition of Problem
• Step 2: Identification of Decision Criteria
• Step 3: Allocation of Weights to Criteria
• Step 4: Development of Alternatives
• Step 5: Analysis of Alternatives
• Step 6: Selection of Alternative
• Step 7: Implementation of Alternative
• Step 8: Evaluation of Decision Effectiveness
• How Managers Make Decisions
• Making Decisions: Rationality, Bounded Rationality, and Intuition
• Conflict Resolution
• Types of Problems and Decisions
• Decision-Making Conditions
• Decision-Making Styles
• Current Issues in Communication
• Case Study
• Key Words and Concepts
• Chapter 17 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Chapter 18: Control
• Control
• What Is Control?
• Why Is Control Important?
• The Control Process
• Qualities of an Effective Control System
• Contingency Plans and Control
• Adjusting Controls for Cultural Differences
• Types of Control
• Feedforward Control
• Concurrent Control
• Feedback Control
• Corporate Control
• Food and Beverage Controls
• Operational Financial Controls
• Contemporary Issues in Control
• Workplace Privacy
• Employee Theft
• Workplace Violence
• Current Issues in Control
• Case Study
• Key Words and Concepts
• Chapter 18 Review Questions
• Apply Your Knowledge
• Suggested Activities
• Endnotes
• Glossary
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• Index
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