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