Hospitality Today : An Introduction

Name: Hospitality Today : An Introduction
Availability: OutOfStock
ISBN: 9780866122221

ISBN-10: 0866122222

ISBN-13: 9780866122221

Edition: 4th 2001

Authors: Rocco M. Angelo, Andrew Vladimir

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Book details

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

Preface	p. xiii
About the Authors	p. xvi
Prologue: A Brief History of Travel	p. xix
Introduction	p. 1
Service Makes the Difference	p. 3
What Is Service?	p. 5
Challenges in Managing and Marketing Service Businesses	p. 6
Achieving Superior Service in a Less-Than-Perfect World	p. 11
The Strategic Service Vision	p. 16
Delivering on the Service Promise	p. 19
Summary	p. 24
Endnotes, Key Terms, Review Questions, Internet Sites	p. 25
The Travel and Tourism Industry	p. 29
The Changing World	p. 29
The Nature of the Travel and Tourism Industry	p. 30
Interrelationships within the Travel and Tourism Industry	p. 34
Why People Travel	p. 35
The Social Impact of Travel	p. 40
Summary	p. 43
Endnotes, Key Terms, Review Questions, Internet Sites	p. 43
Exploring Hospitality Careers	p. 47
Hospitality Today	p. 47
Careers in the Hospitality Industry	p. 49
Career Options	p. 52
Looking for a Job	p. 63
Summary	p. 69
Endnotes, Key Terms, Review Questions, Internet Sites	p. 70
Key Hotel Management Positions	p. 73
Key Food Service Management Positions	p. 75
Sample Resume	p. 77
Hospitality Organizations	p. 79
Understanding the Restaurant Industry	p. 81
Today's Restaurant Industry	p. 81
Starting a New Restaurant	p. 96
Summary	p. 105
Endnotes, Key Terms, Review Questions, Internet Sites	p. 105
Restaurant Organization and Management	p. 111
Organizing for Success	p. 111
Restaurant Controls	p. 123
Summary	p. 140
Endnotes, Key Terms, Review Questions, Internet Sites	p. 142
Understanding the World of Hotels	p. 147
Hotels: A Dynamic Industry	p. 147
Hotel Guests	p. 149
Hotel Categories	p. 151
Developing and Planning New Hotels	p. 174
Summary	p. 180
Endnotes, Key Terms, Review Questions, Internet Sites	p. 181
Hotel Organization	p. 189
How Is a Hotel Organized?	p. 189
Revenue Centers	p. 191
Cost Centers	p. 214
Compliance with the ADA	p. 220
Control Systems	p. 221
Summary	p. 229
Endnotes, Key Terms, Review Questions, Internet Sites	p. 231
Club Management	p. 237
Background on Clubs	p. 237
Types of Clubs	p. 239
Club Ownership	p. 245
Club Organization	p. 247
Club Operations	p. 250
Summary	p. 255
Endnotes, Key Terms, Review Questions, Internet Sites	p. 257
An Introduction to the Meetings Industry	p. 261
Types of Meetings	p. 261
The Role of Civic and Government Organizations	p. 266
Where Meetings Are Held	p. 266
The Meeting Planning Process	p. 266
Meetings Industry Careers	p. 270
Summary	p. 274
Key Terms, Review Questions, Internet Sites	p. 276
Floating Resorts: The Cruise Line Business	p. 279
Early Cruises	p. 280
The Birth of Modern Cruising	p. 283
Cruise Ship Organization	p. 289
Seabourn: A Case Study in Quality Management	p. 301
Summary	p. 311
Endnotes, Key Terms, Review Questions, Internet Sites	p. 313
Gaming and Casino Hotels	p. 319
The Story of Gaming	p. 319
Casino Hotels	p. 322
Summary	p. 339
Endnotes, Key Terms, Review Questions, Internet Sites	p. 339
Hospitality Management	p. 343
Managing and Leading Hospitality Enterprises	p. 345
A Manager's Job	p. 345
The Evolution of Management Theories	p. 350
Reengineering	p. 363
The Importance of Leadership	p. 366
Conclusion	p. 370
Summary	p. 370
Endnotes, Key Terms, Review Questions, Internet Sites	p. 372
Eight Managerial/Leadership Roles	p. 377
Managing Human Resources	p. 381
Labor Trends	p. 381
Human Resources Programs	p. 385
Summary	p. 405
Endnotes, Key Terms, Review Questions, Internet Sites	p. 406
Marketing Hospitality	p. 411
The Marketing Concept	p. 411
Sales Management and Personal Selling	p. 423
Advertising	p. 425
Public Relations	p. 440
Publicity	p. 443
Sales Promotion	p. 444
Summary	p. 446
Endnotes, Key Terms, Review Questions, Internet Sites	p. 448
How Management Companies Manage Hotels	p. 455
Why Management Companies Exist	p. 455
The Evolution of Management Companies	p. 456
Management Contracts	p. 459
Summary	p. 467
Endnotes, Key Terms, Review Questions, Internet Sites	p. 468
Franchising Is Big Business	p. 473
What Is a Franchise?	p. 473
The History of Franchising	p. 474
How Franchising Works	p. 479
Owning a Franchise	p. 482
Franchising Issues	p. 491
Summary	p. 492
Endnotes, Key Terms, Review Questions, Internet Sites	p. 493
Uniform Franchise Offering Circulars	p. 496
Ethics in Hospitality Management	p. 501
What Is Ethics?	p. 501
Social Responsibility and Business Ethics	p. 502
Ethical Issues in Hospitality	p. 510
Must There Be a Code of Ethics?	p. 524
Summary	p. 526
Endnotes, Key Terms, Review Questions, Internet Sites	p. 527
Hospitality Associations and Periodicals	p. 531
Index	p. 545
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