Hospitality Today : An Introduction

ISBN-10: 0866122222
ISBN-13: 9780866122221
Edition: 4th 2001
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Book details

Edition: 4th
Copyright year: 2001
Publisher: Educational Institute of the American Hotel & Motel Association
Binding: Hardcover
Language: English

Prefacep. xiii
About the Authorsp. xvi
Prologue: A Brief History of Travelp. xix
Introductionp. 1
Service Makes the Differencep. 3
What Is Service?p. 5
Challenges in Managing and Marketing Service Businessesp. 6
Achieving Superior Service in a Less-Than-Perfect Worldp. 11
The Strategic Service Visionp. 16
Delivering on the Service Promisep. 19
Summaryp. 24
Endnotes, Key Terms, Review Questions, Internet Sitesp. 25
The Travel and Tourism Industryp. 29
The Changing Worldp. 29
The Nature of the Travel and Tourism Industryp. 30
Interrelationships within the Travel and Tourism Industryp. 34
Why People Travelp. 35
The Social Impact of Travelp. 40
Summaryp. 43
Endnotes, Key Terms, Review Questions, Internet Sitesp. 43
Exploring Hospitality Careersp. 47
Hospitality Todayp. 47
Careers in the Hospitality Industryp. 49
Career Optionsp. 52
Looking for a Jobp. 63
Summaryp. 69
Endnotes, Key Terms, Review Questions, Internet Sitesp. 70
Key Hotel Management Positionsp. 73
Key Food Service Management Positionsp. 75
Sample Resumep. 77
Hospitality Organizationsp. 79
Understanding the Restaurant Industryp. 81
Today's Restaurant Industryp. 81
Starting a New Restaurantp. 96
Summaryp. 105
Endnotes, Key Terms, Review Questions, Internet Sitesp. 105
Restaurant Organization and Managementp. 111
Organizing for Successp. 111
Restaurant Controlsp. 123
Summaryp. 140
Endnotes, Key Terms, Review Questions, Internet Sitesp. 142
Understanding the World of Hotelsp. 147
Hotels: A Dynamic Industryp. 147
Hotel Guestsp. 149
Hotel Categoriesp. 151
Developing and Planning New Hotelsp. 174
Summaryp. 180
Endnotes, Key Terms, Review Questions, Internet Sitesp. 181
Hotel Organizationp. 189
How Is a Hotel Organized?p. 189
Revenue Centersp. 191
Cost Centersp. 214
Compliance with the ADAp. 220
Control Systemsp. 221
Summaryp. 229
Endnotes, Key Terms, Review Questions, Internet Sitesp. 231
Club Managementp. 237
Background on Clubsp. 237
Types of Clubsp. 239
Club Ownershipp. 245
Club Organizationp. 247
Club Operationsp. 250
Summaryp. 255
Endnotes, Key Terms, Review Questions, Internet Sitesp. 257
An Introduction to the Meetings Industryp. 261
Types of Meetingsp. 261
The Role of Civic and Government Organizationsp. 266
Where Meetings Are Heldp. 266
The Meeting Planning Processp. 266
Meetings Industry Careersp. 270
Summaryp. 274
Key Terms, Review Questions, Internet Sitesp. 276
Floating Resorts: The Cruise Line Businessp. 279
Early Cruisesp. 280
The Birth of Modern Cruisingp. 283
Cruise Ship Organizationp. 289
Seabourn: A Case Study in Quality Managementp. 301
Summaryp. 311
Endnotes, Key Terms, Review Questions, Internet Sitesp. 313
Gaming and Casino Hotelsp. 319
The Story of Gamingp. 319
Casino Hotelsp. 322
Summaryp. 339
Endnotes, Key Terms, Review Questions, Internet Sitesp. 339
Hospitality Managementp. 343
Managing and Leading Hospitality Enterprisesp. 345
A Manager's Jobp. 345
The Evolution of Management Theoriesp. 350
Reengineeringp. 363
The Importance of Leadershipp. 366
Conclusionp. 370
Summaryp. 370
Endnotes, Key Terms, Review Questions, Internet Sitesp. 372
Eight Managerial/Leadership Rolesp. 377
Managing Human Resourcesp. 381
Labor Trendsp. 381
Human Resources Programsp. 385
Summaryp. 405
Endnotes, Key Terms, Review Questions, Internet Sitesp. 406
Marketing Hospitalityp. 411
The Marketing Conceptp. 411
Sales Management and Personal Sellingp. 423
Advertisingp. 425
Public Relationsp. 440
Publicityp. 443
Sales Promotionp. 444
Summaryp. 446
Endnotes, Key Terms, Review Questions, Internet Sitesp. 448
How Management Companies Manage Hotelsp. 455
Why Management Companies Existp. 455
The Evolution of Management Companiesp. 456
Management Contractsp. 459
Summaryp. 467
Endnotes, Key Terms, Review Questions, Internet Sitesp. 468
Franchising Is Big Businessp. 473
What Is a Franchise?p. 473
The History of Franchisingp. 474
How Franchising Worksp. 479
Owning a Franchisep. 482
Franchising Issuesp. 491
Summaryp. 492
Endnotes, Key Terms, Review Questions, Internet Sitesp. 493
Uniform Franchise Offering Circularsp. 496
Ethics in Hospitality Managementp. 501
What Is Ethics?p. 501
Social Responsibility and Business Ethicsp. 502
Ethical Issues in Hospitalityp. 510
Must There Be a Code of Ethics?p. 524
Summaryp. 526
Endnotes, Key Terms, Review Questions, Internet Sitesp. 527
Hospitality Associations and Periodicalsp. 531
Indexp. 545
Table of Contents provided by Syndetics. All Rights Reserved.

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