Introduction to the Hospitality Industry,9780471252443

Introduction to the Hospitality Industry

by ;
Edition: 4th
ISBN13: 9780471252443
ISBN10: 0471252441
Format: Paperback
Pub. Date: 1999-02-01
Publisher(s): John Wiley & Sons Inc
Availability: This title is currently not available.
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Summary

An abridged paperback edition of the acclaimed Introduction to Management in the Hospitality Industry, Sixth Edition, this popular resource covers all aspects of the hotel, foodservice, restaurant, and travel and tourism businesses, including operations, marketing, and sales. As in previous editions, the management functions covered in the larger text have been excluded. Reflecting the latest trends in this rapidly changing industry, it stresses problem-solving tools rather than answers and industry-wide trends rather than facts and figures.

Author Biography

Tom Powers is Professor Emeritus at the School of Hospitality and Tourism Management at the University of Guelph in Ontario, Canada Clayton W. Barrows is Professor at the School of Hospitality and Tourism Management at the University of Guelph in Ontario, Canada

Table of Contents

From Student to Student v
Preface vii
Part 1 PERSPECTIVES ON CAREERS IN HOSPITALITY 1(56)
The Hospitality Industry and You
2(28)
What is Hospitality Management?
4(1)
The Manager's Role in the Hospitality Industry
5(1)
Why Study in a Hospitality Management Program?
6(3)
Employment Opportunities
8(1)
Planning a Career
9(1)
Why Do We Work?
9(1)
Employment as an Important Part of Your Education
10(4)
Profiting from Work Experience
10(2)
Learning Strategies for Work Experience
12(2)
Getting A Job
14(3)
Getting in the Door
15(1)
Learning on the Job
16(1)
Other Ways of Profiting from a Job
16(1)
Industry Practice Note 1.1 An Employer's View of Job Placement
17(1)
Global Hospitality Note 1.1 Career Opportunities Overseas
18(1)
Employment at Graduation
19(1)
Goals and Objectives: The Strategy of Job Placement
19(3)
The Outlook for Hospitality
22(3)
Polarization in Hospitality Service Organizations
22(1)
Accelerating Competition
23(1)
Service Is the Difference
24(1)
Value Consciousness
24(1)
Technology
24(1)
Empowerment
24(1)
Diversity
25(1)
Concern with Security
25(1)
Concern with Sanitation
25(1)
Globalization
25(1)
Summary
25(1)
Key Words and Concepts
26(1)
Review Questions
26(1)
Internet Exercises
27(1)
Notes
28(2)
Forces for Growth and Change in the Hospitality Industry
30(27)
Demand
32(13)
The Changing Age Composition of Our Population
32(2)
Industry Practice Note 2.1 Demographics in Practice
34(3)
Diversity and Cultural Change
37(5)
Industry Practice Note 2.2 Changing Roles for Women in Food Service
42(1)
Changing Income Distribution
43(1)
Industry Practice Note 2.3 Is the Middle Class Shrinking?
44(1)
Supply
45(6)
Industry Practice Note 2.4 Lifestyle and Demand for Hospitality Services
46(1)
Land and Its Produce
47(1)
Labor
48(3)
Workforce Diversity
51(1)
The Impact of Labor Scarcity
51(1)
Summary
52(1)
Key Words and Concepts
53(1)
Review Questions
54(1)
Internet Exercises
55(1)
Notes
55(2)
Part 2 FOOD SERVICE 57(176)
The Restaurant Business
58(36)
The Varied Field of Food Service
60(4)
The Outlook for Food Service
62(2)
The Restaurant Business
64(1)
The Dining Market and the Eating Market
64(8)
Dining Well
64(5)
Case History 3.1 Top Denver Restaurant Faces Hard Decision
69(1)
Eating Market Dynamics
70(2)
Contemporary Popular-priced Restaurants
72(16)
Quick-Service Restaurants (QSRs)
74(6)
Midscale Restaurants
80(4)
Industry Practice Note 3.1 Demand Growing for Alternatives to Home Cooking
84(1)
High-Check-Average Restaurants
84(1)
Casual Restaurants
85(3)
Restaurants as a Part of a Larger Business
88(1)
Restaurants in Retail Stores
88(1)
Restaurants in Shopping Malls
88(1)
Restaurants At Truck Stops
89(1)
Summary
89(1)
Key Words and Concepts
90(1)
Review Questions
90(1)
Internet Exercises
91(1)
Notes
91(3)
Restaurant Operations
94(22)
Restaurant Operations
96(12)
The Front of the House
96(4)
The Back of the House
100(3)
The ``Office''
103(1)
General Management
104(3)
Life in the Restaurant Business
107(1)
Salary Levels
107(1)
Making a Profit in Food Service Operations
108(1)
Increasing Sales
108(1)
Reducing Costs
109(1)
Keeping the Score in Operations: Accounting and Operating Ratios
109(2)
Cost of Sales
110(1)
Controllable Expenses
110(1)
Capital Costs
110(1)
Summary
111(2)
Key Words and Concepts
113(1)
Review Questions
113(1)
Internet Exercises
114(1)
Notes
115(1)
Restaurant Industry Organization: Chain, Independent, or Franchise
116(30)
Chain Restaurant Systems
118(6)
Marketing and Brand Recognition
119(2)
Site Selection Expertise
121(1)
Access to Capital
121(1)
Purchasing Economies
122(1)
Control and Information Systems
122(1)
Personnel Program Development
122(2)
Chain's Market Share
124(1)
Operating Advantages of the Independent Restaurant
124(6)
Marketing and Brand Recognition
125(1)
Site Selection
125(1)
Access to Capital
126(1)
Industry Practice Note 5.1 Working with the SBA
127(1)
Industry Practice Note 5.2 Why Go Public?
128(1)
Purchasing Economies
128(1)
Control and Information Systems
128(1)
Personnel
129(1)
The Independent's Extra: Flexibility
129(1)
The Independent's Imperative: Differentiation
130(1)
Between Independent and Chain
130(1)
Franchised Restaurants
130(11)
The New Franchisee
132(1)
Continuing Franchise Services
133(1)
Industry Practice Note 5.3 Interested in Becoming a Franchisee?
134(3)
Drawbacks for the Franchisee
137(1)
The Franchisor's View
138(1)
Franchising Disadvantages to Franchisors
139(1)
Franchisor---Franchisee Relations
139(1)
Industry Practice Note 5.4 Conflict in Food Service Franchising
140(1)
Franchising: A Middle Way
141(1)
Summary
141(1)
Key Words and Concepts
142(1)
Review Questions
143(1)
Internet Exercises
143(1)
Notes
144(2)
Competitive Forces in Food Service
146(24)
Competitive Conditions in Food Service
148(2)
The Marketing Mix
150(11)
Product
150(4)
Case History 6.1 Concept Blur and the Great American Hot Dog
154(1)
Price
154(2)
Place---and Places
156(2)
Promotion
158(1)
Industry Practice Note 6.1 Food Service Advertising and Diversity
159(2)
Competition with Other Industries
161(4)
Convenience Stores
161(1)
Supermarkets
162(1)
The Home as Competition
163(2)
Industry Practice Note 6.2 Competition Between Food Service and Grocery Spurs New Product Development
165(1)
Summary
165(1)
Key Words and Concepts
166(1)
Review Questions
167(1)
Internet Exercises
167(1)
Notes
168(2)
Issues Facing Food Service
170(28)
Consumer Concerns
172(9)
Nutrition
172(3)
Junk Food and a Hectic Pace
175(2)
Nutritional Labelling
177(1)
Industry Practice Note 7.1 Defining Health Claims
178(1)
Sanitation
179(1)
Alcohol and Dining
180(1)
Food Service and the Environment
181(8)
Thinking about Garbage: From Dump to Waste Stream
182(2)
Managing the Waste Stream
184(5)
Technology
189(5)
Enhancing Customer Service
190(1)
Technology in the Back of the House
191(1)
Technology, the Internet, and Food Service Marketing
192(1)
Technology and Management
193(1)
Summary
194(1)
Key Words and Concepts
194(1)
Review Questions
195(1)
Internet Exercises
195(1)
Notes
196(2)
Institutions and Institutional Food Service
198(35)
Comparing Institutional and Commercial Food Services
200(3)
Institutional Operators
203(1)
Contract Management Companies
203(2)
Global Hospitality 8.1 International Perspectives
204(1)
Pros and Cons of Contract Management
204(1)
Business and Industry Food Service
205(4)
Industry Practice Note 8.1 Measuring Guest Participation
208(1)
College and University Food Service
209(3)
College Students as Customers
210(2)
Health Care Food Service
212(5)
The Dietetic Professional
212(1)
The Dietetic Technician
213(1)
The Dietary Manager
213(1)
Dietary Department Organization
213(2)
Trends in Health Care Food Service
215(2)
School and Community Food Service
217(4)
The School Food Service Model
219(1)
Contract Companies in School Food Service
220(1)
Service Programs for the Aging
221(5)
Community-based Services
221(1)
Retirement Housing Communities
222(2)
Other Institutional Food Service Segments
224(1)
Recreation
224(1)
Private Clubs
225(1)
Transportation
226(1)
Vending
226(2)
Case History 8.1 Vending Meets One Building's Food Service Needs
227(1)
Summary
228(1)
Key Words and Concepts
229(1)
Review Questions
229(1)
Internet Exercises
230(1)
Notes
231(2)
Part 3 LODGING 233(144)
Lodging: Meeting Guest Needs
234(40)
The Evolution of Lodging
236(4)
The Motel
236(1)
The Motor Hotel
237(2)
The Downtown Hotel
239(1)
Serving the Guest
240(7)
Business Travel
241(3)
Leisure and Personal Travel
244(1)
Industry Practice Note 9.1 Demystifying Gender Differences Among Hotel Guests
245(1)
The International Traveler
245(2)
Types of Lodging
247(20)
Industry Practice Note 9.2 Where Have All the Independents Gone?
248(1)
Full-Service Properties
249(3)
Limited-Service Properties
252(3)
All-Suite Hotels
255(1)
Global Hospitality 9.1 The Economy Sector Flowers Overseas
256(1)
Industry Practice Note 9.3 Diversity In Lodging Ownership: The Asian American Hotel Owner's Association
257(2)
Extended-Stay Properties
259(1)
The Resort Hote
260(2)
The Meeting and Convention Market
262(3)
Other Specialized Segments
265(1)
Industry Practice Note 9.4 Innkeeping Insights
266(1)
Lodging as a Community Institution
267(2)
Summary
269(1)
Key Words and Concepts
270(1)
Review Questions
270(1)
Internet Exercises
271(1)
Notes
272(2)
Hotel and Motel Operations
274(34)
Major Functional Departments
277(1)
The Rooms Side of the House
278(19)
The Front Office
279(2)
Automation of the Front Office
281(3)
Reservations and Yield Management
284(1)
Security
285(1)
Telephone
286(1)
Housekeeping
287(1)
Industry Practice Note 10.1 The Concierge
288(1)
Uniformed Services Staff
289(1)
Food and Beverage Department
289(2)
Restaurants
291(4)
Staff and Support Departments
295(2)
Income and Expense Patterns and Control
297(5)
The Uniform System of Accounts
297(5)
Entry Ports and Careers
302(3)
Front Office
302(1)
Accounting
302(1)
Sales and Marketing
303(1)
Food and Beverage
303(1)
Owning Your Own Hotel
304(1)
Summary
305(1)
Key Words and Concepts
305(1)
Review Questions
306(1)
Internet Exercises
306(1)
Notes
307(1)
Forces Shaping the Hotel Business
308(30)
The Economics of the Hotel Business
310(15)
A Cyclical Business
311(4)
The Securitization of the Hotel Industry
315(3)
Industry Practice Note 11.1 There Are REITs . . . and Then There Are Paired-Share REITs and . . . Some other Possibilities
318(4)
The Hazards of Public Ownership
322(1)
Growth in Lodging
323(1)
Case History 11.1 Going Public: Some Good News and Some Bad
324(1)
Dimensions of the Hotel Investment Decision
325(8)
Financial
326(1)
Global Hospitality Note 11.1 Exchange Rates and Hotel Valuations
327(1)
Global Hospitality Note 11.2 Globalization and Taxation
328(1)
Real Estate
328(1)
An Operating Business
329(1)
Segmentation: For Guests or Developers?
329(2)
Management Companies
331(1)
Entrepreneurial Opportunities
332(1)
Summary
333(1)
Key Words and Concepts
334(1)
Review Questions
334(1)
Internet Exercises
335(1)
Notes
336(2)
Competition in the Lodging Business
338(39)
The Conditions of Competition
340(3)
A Fragmented Market
340(2)
A Cyclical Market
342(1)
Cost Structure
342(1)
Securitization
342(1)
Technological Revolution
342(1)
The Marketing Mix in Loding
343(2)
Competitive Tactics
345(1)
Product---in a Segmented Market
345(12)
Food Service
347(4)
Other Services and Amenities
351(3)
System-wide Services
354(3)
Price and Pricing Tactics
357(4)
Yield Management
358(2)
Rate Competition
360(1)
Place---and Places
361(7)
Location
361(1)
Channels of Distribution
362(2)
Industry Practice Note 12.1 Travel Intermediaries: REZolutions
364(2)
Global Hospitality Notes 12.1 Franchising Worldwide
366(2)
Industry Practice Note 12.2 Travel Bookings in the Internet to Skyrocket
368(1)
Promotion: Marketing Communication
368(4)
Mass Communication
369(1)
Sales Promotion
370(2)
Marketing and Competition
372(1)
Summary
372(1)
Key Words and Concepts
373(1)
Review Questions
374(1)
Internet Exercises
374(1)
Notes
375(2)
Part 4 TRAVEL, TOURISM, AND THE HOSPITALITY INDUSTRY 377(70)
Tourism: Front and Center
378(30)
The Importance of Tourism
380(1)
Factors Affecting Travel and Tourism
381(3)
Growing Leisure
382(1)
Income Trends
382(1)
Demographics
383(1)
Travel Trends
384(2)
Mode of Travel
384(1)
Trip Duration
385(1)
The Economic Significance of Tourism
386(2)
Tourism and Employment
387(1)
Publicity as an Economic Benefit
387(1)
The United States as an International Tourist Attraction
388(5)
Global Hospitality Note 13.1 What Makes Tourism Run?
389(1)
Measuring the Volume
390(1)
Reasons for Growth of the United States as a Destination
391(2)
Businesses Serving the Traveler
393(8)
Passenger Transportation
393(5)
Channels of Distribution
398(2)
Reservation Networks
400(1)
Noneconomic Effects of Tourism
401(3)
Crowding
401(1)
Industry Practice Note 13.1 Ecotourism
402(1)
Favorable Noneconomic Effects
403(1)
Summary
404(1)
Key Words and Concepts
404(1)
Review Questions
405(1)
Internet Exercises
405(2)
Notes
407(1)
Destinations: Tourism Generators
408(39)
Motives and Destinations
410(2)
Mass-Market Tourism
412(1)
Planned Play Environments
413(1)
Theme Parks
414(8)
Themes
414(3)
Scale
417(1)
Themes and Cities
417(3)
Regional Theme Parks
420(2)
Employment and Training Opportunities
422(1)
Casinos and Gaming
422(11)
Las Vegas
424(4)
Laughlin (Clark County)
428(1)
Atlantic City
429(1)
Casino Markets and the Business of Casinos
430(2)
Casino Staffing
432(1)
Urban Entertainment Centers
433(5)
Case History 14.1 The National Restaurant Association Restaurant Show
435(1)
Zoos and Aquariums
436(1)
Shopping Centers
436(2)
Temporary Attractions: Fairs and Festivals
438(2)
Case History 14.2 The New Orleans Jazz Fest
440(1)
Natural Environments
440(3)
Global Hospitality Note 14.1 Ecotourism in other Countries
442(1)
Summary
443(1)
Key Words and Concepts
443(1)
Review Questions
444(1)
Internet Exercises
444(1)
Notes
445(2)
Part 5 HOSPITALITY: A SERVICE INDUSTRY 447(30)
The Role of Service in the Hospitality Industry
448(29)
What Is Service?
451(3)
Types of Service
453(1)
Rendering Personal Service
454(4)
Task
455(1)
Industry Practice Note 15.1 Service and Stress
456(1)
Interpersonal Skills
457(1)
Managing the Service Transaction
458(6)
The Product View of Service
460(1)
The Process View: Empowerment
461(2)
Production or Process View?
463(1)
How Companies Organize for Service
464(8)
Service Strategy
464(2)
Service Culture
466(3)
The Employee as Product: The Importance of People
469(2)
Service as a Sustainable Competitive Advantage
471(1)
Summary
472(1)
Key Words and Concepts
473(1)
Review Questions
473(1)
Internet Exercises
474(1)
Notes
474(3)
Index 477

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