Introduction to hospitality John R. Walker.

Por:

Walker, John R

Detalles de publicación: Upper Saddle River, N.J. Prentice Hall c1999.Edición: 2nd edDescripción: xxiii, 501 p. col. ill. 27 cmISBN:

0139178813

Tema(s):

Hospitality industry -- Management

Clasificación CDD:

647.94/068 21

Clasificación LoC:

TX911.3.M27 W35 1999

Existencias
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	Libro	Biblioteca Encarnación Valdés Colección General bev				647.94068 W1772i2 (Navegar estantería(Abre debajo))				c.2	Disponible			80000002208364
	Libro	Biblioteca Encarnación Valdés Colección General bev				647.94068 W1772i2 (Navegar estantería(Abre debajo))					Disponible			80000002208356

Total de reservas: 0

Descripciones mejoradas de Syndetics:

This work offers an examination of the hospitality industry and its related fields. Emphasis is on the application of general principles of marketing, human resources and management to the hospitality industry.

Includes bibliographical references and index.

Tabla de contenidos provista por Syndetics

Preface(p. xvii)
Acknowledgements(p. xxiii)
About the Author(p. 1)
Chapter 1 Introduction(p. 2)
Welcome To The Hospitality Industry(p. 4)
The Pineapple Tradition(p. 4)
Hospitality And Tourism(p. 5)
Characteristics Of The Hospitality Industry(p. 8)
Corporate Philosophy(p. 11)
Service Philosophy Is a Way of Life(p. 11)
Corporate Culture(p. 12)
Mission Statement(p. 12)
Goal(p. 13)
Objective(p. 13)
Strategy/Tactics(p. 13)
The Focus On Service(p. 13)
Success In Service(p. 14)
Moments of Truth(p. 17)
Ways to Improve Service(p. 18)
Service and Total Quality Management(p. 19)
The Disney Approach to Guest Service(p. 23)
Internships, Mentorships, And Job Shadowing(p. 28)
Career Paths And Resume Writing(p. 29)
Resumes(p. 30)
Cover Letters(p. 30)
Academic Record(p. 32)
Work Experience(p. 32)
Extracurricular Activities(p. 32)
Job Interviews(p. 33)
How to Interview(p. 33)
Chapter 2 Tourism(p. 38)
What Is Tourism?(p. 40)
Definition of Tourism(p. 41)
The Five Ages Of Tourism(p. 42)
Pre-Industrial Revolution(p. 42)
The Railway Age(p. 43)
Automobile Travel(p. 45)
Air Travel(p. 46)
Cruise Ships(p. 51)
Tourism Organizations(p. 57)
International Organizations(p. 57)
Domestic Organizations(p. 59)
State Offices of Tourism(p. 59)
City-Level Offices of Tourism(p. 59)
The Economic Impact Of Tourism(p. 60)
The Multiplier Effect(p. 61)
Tour Operators(p. 61)
Promoters Of Tourism(p. 62)
Travel Agencies(p. 62)
Commission Caps(p. 64)
Travel Corporations(p. 64)
Corporate Travel Manager(p. 67)
Travel and Tour Wholesalers(p. 67)
Certified Travel Counselor (CTC)(p. 68)
National Offices of Tourism (NOT)(p. 68)
Destination Management Companies (DMCs)(p. 69)
Why People Travel(p. 70)
Pleasure Travel(p. 71)
Business Travel(p. 76)
Social And Cultural Impact Of Tourism(p. 79)
Ecotourism(p. 83)
Trends In Tourism And Travel(p. 88)
Case Studies(p. 88)
Chapter 3 The Hotel Business: Development and Classification(p. 94)
Hotel Development And Ownership(p. 96)
Franchising(p. 98)
Is There a Franchise in Your Future?(p. 102)
Partnership(p. 104)
Leasing(p. 104)
Syndicates(p. 105)
Management Contracts(p. 105)
Financial Management And Profits(p. 107)
Creative Financing(p. 108)
Real Estate Investment Trust (REIT)(p. 109)
Financing Package(p. 112)
Classification Of Hotels(p. 113)
Ellsworth Milton Statler (1863-1928)(p. 115)
City Center Hotels(p. 118)
Resort Hotels(p. 118)
Vacation Ownership(p. 120)
What is Vacation Ownership(p. 125)
Airport Hotels(p. 127)
Freeway Hotels and Motels(p. 128)
Casino Hotels(p. 128)
Convention Hotels(p. 129)
Full-Service Hotels(p. 130)
Economy/Budget Hotels(p. 130)
Extended-Stay Hotels(p. 131)
All-Suite, Extended-Stay Hotels(p. 132)
Bed and Breakfast Inns(p. 132)
Hotel Integration(p. 133)
Vertical Integration(p. 133)
Marketing Consortium (Referral Organizations)(p. 136)
Best, Biggest, And Most Unusual Hotels And Chains(p. 137)
The Best Hotel Chains(p. 139)
The Most Unusual Hotels(p. 139)
International Perspective(p. 140)
U.S.-International Hotel Development(p. 142)
International Investment in U.S. Hotels(p. 143)
Trends In Hotel Development(p. 144)
Case Study(p. 146)
Chapter 4 Hotel and Rooms Division Operation(p. 150)
The Functions And Departments Of A Hotel(p. 152)
Role Of The Hotel General Manager(p. 153)
Management Structure(p. 156)
The Executive Committee(p. 157)
The Departments(p. 158)
Rooms Division(p. 158)
Front Office(p. 159)
Night Auditor(p. 165)
Property Management Systems(p. 171)
Yield Management(p. 174)
Reservations(p. 176)
Communications Cbx Or Pbx(p. 178)
Guest Services/Uniformed Services(p. 179)
Concierge(p. 182)
Housekeeping(p. 185)
Laundry(p. 192)
Security/Loss Prevention(p. 193)
Trends In Hotel And Rooms Division Operations(p. 195)
Case Studies(p. 196)
Chapter 5 Hotel Operations: Food and Beverage Division(p. 202)
Food And Beverage Management(p. 204)
Food And Beverage Planning(p. 207)
Kitchen(p. 210)
Hotel Restaurants(p. 217)
Bars(p. 218)
Stewarding Department(p. 222)
Catering Department(p. 223)
Position Profile(p. 225)
Catering Event Order(p. 228)
Catering Coordinator(p. 230)
Catering Services Manager(p. 230)
Room Service/In-Room Dining(p. 231)
Trends In Food And Beverage Operations(p. 235)
Case Studies(p. 236)
Chapter 6 The Culinary Arts and Restaurant Business: Development and Classification(p. 240)
Culinary Arts(p. 242)
Culinary Practices(p. 244)
Restaurant Development(p. 250)
Operating Philosophy(p. 251)
Mission, Goals, and Objectives(p. 251)
Restaurant Market(p. 251)
Restaurant Concept(p. 252)
Restaurant Location(p. 255)
Restaurant Ambiance(p. 257)
Menu Planning(p. 258)
Needs and Desires of Guests(p. 259)
Capabilities of Cooks(p. 259)
Equipment Capacity and Layout(p. 260)
Consistency and Availability of Menu Ingredients(p. 261)
Price and Pricing Strategy(p. 261)
Nutritional Value(p. 262)
Accuracy in Menu(p. 262)
Menu Analysis(p. 263)
Menu Engineering(p. 263)
Menu Design and Layout(p. 263)
Chain Menus(p. 264)
Classifications Of Restaurants(p. 265)
Full-Service Restaurants(p. 266)
Casual Dining and Dinner House Restaurants(p. 275)
Quick-Service/Fast-Food(p. 281)
Trends In Restaurant Development(p. 292)
Chapter 7 Restaurant Operations(p. 296)
Front Of The House(p. 298)
Restaurant Forecasting(p. 301)
Service(p. 302)
Suggestive Selling(p. 302)
Types of Restaurant Service(p. 303)
Back Of The House(p. 307)
Food Production(p. 307)
Kitchen/Food Production(p. 308)
Purchasing(p. 312)
Receiving(p. 314)
Storing/Issuing(p. 314)
Budgeting(p. 315)
Restaurant Accounting(p. 315)
Lease and Controllable Expenses(p. 320)
Controls(p. 325)
Foodservice Manager Job Analysis(p. 327)
Trends In Restaurant Operations(p. 330)
Case Studies(p. 331)
Chapter 8 Managed Services(p. 336)
Overview(p. 338)
Airlines(p. 339)
In-Flight Foodservice(p. 339)
Airport Foodservice(p. 341)
Military(p. 342)
Elementary And Secondary Schools(p. 343)
Nutrition Education Programs(p. 348)
Colleges And Universities(p. 348)
Student Unions(p. 350)
Responsibilities in Managed Services(p. 351)
Health Care Facilities(p. 358)
Business And Industry(p. 361)
Leisure And Recreation(p. 363)
Stadium Points of Service(p. 363)
Other Facilities(p. 364)
Advantages and Disadvantages(p. 364)
Trends In Managed Services(p. 365)
Chapter 9 Beverages(p. 370)
Wines(p. 372)
Light Beverage Wines(p. 372)
Sparkling Wines(p. 372)
Fortified Wines(p. 374)
Aromatic Wines(p. 374)
The History of Wine(p. 374)
The Making of Wine(p. 375)
Matching Wine with Food(p. 376)
Major Wine-Growing Regions of Europe and North America(p. 378)
Beer(p. 381)
The Brewing Process(p. 382)
Spirits(p. 382)
Whiskys(p. 384)
White Spirits(p. 386)
Other Spirits(p. 388)
Cocktails(p. 389)
Nonalcoholic Beverages(p. 390)
Nonalcoholic Beer(p. 390)
Coffee(p. 390)
Tea(p. 392)
Carbonated Soft Drinks(p. 392)
Juices(p. 393)
Bottled Water(p. 393)
Bars And Beverage Management(p. 394)
Bar Setup(p. 394)
Inventory Control(p. 395)
Personnel Procedures(p. 396)
Restaurant and Hotel Bars(p. 396)
Night Clubs(p. 397)
Microbreweries(p. 397)
Sports Bars(p. 400)
Coffee Shops(p. 400)
Liquor Liability And The Law(p. 401)
Trends In The Beverage Industry(p. 403)
Case Studies(p. 403)
Chapter 10 Recreation and Leisure(p. 408)
Recreation, Leisure, And Wellness(p. 410)
Government-Sponsored Recreation(p. 411)
National Parks in the United States(p. 413)
National Parks in Canada(p. 414)
Public Recreation and Parks Agencies(p. 416)
Commercial Recreation(p. 417)
Theme Parks(p. 417)
Clubs(p. 421)
Club Management Structure(p. 422)
Country Clubs(p. 424)
City Clubs(p. 425)
Noncommercial Recreation(p. 428)
Voluntary Organizations(p. 428)
Campus, Armed Forces, and Employee Recreation(p. 430)
Recreation for Special Populations(p. 431)
Trends In Recreation And Leisure(p. 431)
Case Studies(p. 432)
Chapter 11 The Gaming Entertainment Industry(p. 436)
Gaming Entertainment Defined(p. 438)
Historical Review Of Gaming Entertainment(p. 442)
Native American Gaming(p. 444)
Size And Scope Of Gaming Entertainment(p. 447)
Organized Crime and Casinos(p. 448)
Street Crime and Casinos(p. 449)
Key Players In The Industry(p. 450)
Exciting Gaming Entertainment Projects(p. 454)
Positions In Gaming Entertainment(p. 461)
Hotel Operations(p. 461)
Food and Beverage Operations(p. 461)
Casino Operations(p. 461)
Retail Operations(p. 463)
Entertainment Operations(p. 463)
Trends In The Gaming Entertainment Industry(p. 463)
Case Studies(p. 464)
Chapter 12 Meetings, Conventions, and Expositions(p. 468)
Historical Review(p. 470)
Types Of Meetings(p. 471)
Meetings, Incentives, Conventions, and Exhibitions(p. 476)
Special Events and Off-Premise Catering(p. 479)
Key Players In The Industry(p. 483)
Meeting Planners(p. 484)
Convention and Visitors Bureaus(p. 485)
Convention Centers(p. 488)
Event Management(p. 491)
Specialized Services(p. 496)
Trends In Conventions, Meetings, And Expositions(p. 499)
Case Studies(p. 499)
Chapter 13 Marketing, Human Resources, and Culture(p. 504)
Marketing(p. 506)
Environmental Analysis(p. 507)
Economic Impacts(p. 507)
Social Analysis(p. 508)
Political Analysis(p. 509)
Technological Analysis(p. 509)
Market Assessment(p. 510)
Market Demand(p. 510)
Competitor Analysis(p. 511)
Positioning(p. 512)
Marketing Goals and Objectives(p. 512)
Marketing Mix(p. 513)
Performance Evaluation(p. 516)
Sales(p. 516)
Human Resources Management(p. 519)
Task Analysis(p. 520)
Job Description(p. 520)
Productivity Standards(p. 520)
Recruitment and Selection(p. 521)
Orientation(p. 522)
Training(p. 523)
Performance Appraisal(p. 524)
Compensation(p. 527)
Employee Development(p. 529)
Employee Retention(p. 529)
Equal Employment Opportunity(p. 531)
Americans with Disabilities Act (ADA)(p. 531)
Harassment(p. 531)
Culture(p. 532)
Cultural Barriers(p. 532)
Language(p. 533)
Ethnic Diversity(p. 533)
Personal Cultural Barriers(p. 533)
Trends In Marketing, Human Resources, And Culture(p. 534)
Case Studies(p. 534)
Chapter 14 Leadership and Management(p. 540)
Leadership(p. 542)
Characteristics of Leaders(p. 542)
Definitions of Leadership(p. 542)
Transactional Leadership(p. 543)
Transformational Leadership(p. 543)
Examples Of Leadership Excellence(p. 546)
The Distinction Between Leadership And Management(p. 552)
Management(p. 554)
Managerial Skills(p. 556)
Key Management Functions(p. 557)
Forecasting(p. 557)
Planning(p. 558)
Organizing(p. 560)
Decision Making(p. 560)
Communicating(p. 564)
Motivating(p. 566)
Controlling(p. 570)
Ethics(p. 570)
Ethical Dilemmas in Hospitality(p. 572)
Social Responsibilities in Business(p. 573)
Trends In Leadership And Management(p. 574)
Case Study(p. 575)
Glossary(p. 579)
Index(p. 591)

Extracto provisto por Syndetics

Hospitality management is an exciting professional discipline offering numerous career opportunities. Introduction to Hospitality is a comprehensive tour of the fascinating and challenging fields of the hospitably industry: travel and tourism, lodging, foodservice, meetings, conventions and expositions, leisure and recreation. The book also discusses marketing, human resources, leadership and management and how they apply to hospitality management. This text is designed for the hospitality management professionals of tomorrow. By dynamically involving the readers in each step of this exciting journey, Introduction to Hospitality invites students to share the unique enthusiasm surrounding the field of hospitality. The current trend toward increased globalization is reflected in the hospitality industry. Through the stories and examples presented in the text, readers are encouraged to share the deep appreciation for, and gain exposure to, the diversity of existing traditions and cultures. The third edition revision plan was driven by student and faculty feedback. A new Introductory chapter opens the text, welcoming students to the world of hospitality, and a new section on culinary arts has been added to chapter 6. More personal and corporate profiles of industry professionals have been added as well as more days in the lives of hospitality industry practitioners. Other features of this book include the following: Chapter objectives that help the reader focus on the main points discussed in the chapter Bold key words and concepts, provided to help the reader internalize the various topics presented in the chapter NEW Contributing authors who bring their expertise to each chapter Personal Profiles of industry practitioners describe the careers of a number of the hospitality industry leaders, including Valerie Ferguson, Past Chair of The American Hotel & Motel Association and Regional Vice President of Lowes Hotels; August Escoffier; Rich Melmen; Chef Paul Prudhomme; Norman Brinker; Ruth Fertel; Reg Washington; Robert Mondavi; and Steve Wynn Day In The Life Of, describes the daily activities of several hospitality professionals, from chefs to cruise directors to guest services managers and convention center sales managers. Each explains the key functions of their jobs Corporate Profiles give an overview of leading corporations of excellence including: Hyatt Hotels; Marriott International; Outback Steakhouse; Red Lobster; TGI Friday's; Disney; Las Vegas Convention & Visitors Authority; ARAMARK; Starbucks Coffee Company; Four Seasons Regent Hotels; Canadian Pacific Hotels; Club Med and Cendant Hotels NEW Career Information boxes give a description of career opportunities along with a listing of related websites NEW Check Your Knowledge, an in-text feature, encourages students to check their knowledge every few pages by asking questions relevant to the material covered Industry experts sidebars Thorough identification and analysis of trends, issues and challenges that will have a significant impact on hospitality in the future Scope of coverage and the international perspective on present and future industry issues Presentation and description of numerous career opportunities in hospitality Summaries that correspond to the chapter learning objectives SCANS (Secretary's Commission on Achieving Necessary Skills) related critical thinking review questions designed to review important aspects of the text. They are different than the "check your knowledge" and "apply your knowledge" questions Case studies that challenge students to address real-world situations and recommend appropriate action NEW Internet exercises invite students to "surf the net" to answer specific relevant hospitality questions NEW Apply Your Knowledge questions offer students the chance to apply their knowledge of hospitality industry topics A Glossary that explains the meaning of special words throughout the text The extensive supplement package includes the following: An Instructors Manual A computerized test bank of class tested multiple choice questions is available and may be modified to suit individual faculty needs A Power-Point presentation A free 2-hour video featuring corporations of excellence A Student study guide A Companion Website with web-based activities for each chapter reinforcing material and offering self-tests, etc., located at www.prenhall.com/walker This wide variety of learning tools provides a fundamental aid to students and encourages their active participation in the course. Chapter 1 Welcome to the wonderful world of hospitality. This chapter, "Introduction," provides an overview of hospitality industry characteristics; corporate philosophy; mission, goals and objectives/strategies; service, TQM and companies that strive for excellence. Chapter 2 "Tourism" outlines the scope of tourism and identifies the major influences on the increase in tourism, the various travel modes, and the key organizations and the role they play from a local to a global perspective. Chapter 3 "The Hotel Business: Development and Classification" illustrates the various forms of hotel development, the different types of hotels, their classification and ways to cater to the business and leisure travel markets. Chapter 4 "Hotel and Rooms Division Operation" provides a hands-on perspective that details the rooms division department functions and activities. A complete overview of the guest cycle from reservations to checkout is included. The chapter also outlines the duties and responsibilities of key executives and department heads. Chapter 5 "Hotel Operations: Food and Beverage Division" details the food and beverage departments and illustrates the duties and responsibilities of the key food and beverage executives. Chapter 6 "The Restaurant Business: Culinary Arts, Development and Classification" discusses culinary arts and traces the history and development of the restaurant business. Restaurant development from operating philosophy and mission statements to market, concepts, location, ambiance, menu planning, and classification are discussed. Chapter 7 "Restaurant Operations" focuses on the operations of a restaurant. The chapter discusses forecasting, purchasing, receiving, storage/issuing, food production and service. Budgeting, controllable expenses, restaurant accounting, operating ratios, and controls are also discussed. Chapter 8 "Managed Services" outlines the different foodservice segments and describes the factors that distinguish managed services. Characteristics and trends in airline, military, elementary and secondary schools, colleges and universities, health care, business and industry foodservice are illustrated. Chapter 9 "Beverages" presents the various types of wines and wine making, beer and the brewing process, spirits, nonalcoholic beverages, bars, beverage management, and liquor liability and the law. Chapter 10 "Recreation and Leisure" introduces recreation, leisure and wellness as essential to our cultural, moral, and spiritual well-being. Government-sponsored recreation, national parks, and public recreation agencies are illustrated together with commercial recreation/theme parks and clubs. Noncommercial recreation in the form of voluntary organizations, campus, armed forces, employee recreation, and recreation for special populations is discussed. Chapter 11 "The Gaming Entertainment Industry" reviews the history of gaming entertainment and examines the size and scope of the industry. The key players are identified and exciting entertainment projects are discussed together with careers and the relationship of the gaming industry to hotels, food and beverage, casino, and retail operations. Chapter 12 "Meetings, Conventions, and Expositions" introduces readers to the different types of meetings, conventions, and expositions. Meeting planners, convention and visitor's bureaus, event management, and specialized services are also covered in detail. Chapter 13 "Marketing and Human Resources" presents the elements of marketing, sales and human resources that are common to all segments of the hospitality industry. Chapler 14 "Leadership and Management" provides the reader with an overview of the characteristics and attributes of leaders, and offers a comparison of different styles of leadership. Hospitality leaders such as Herb Kelleher, president of Southwest Airlines; Ray Kroc, founder of McDonalds; Bill Fisher, executive director of the American Lodging Association; Isadore Sharp, president and CEO of Four Seasons Hotels and Resorts; Van E. Eure, president of The Angus Barn Restaurant, offer their insights into successful leadership. Ethical, moral, and social responsibilities in business are also discussed. To the many colleagues and students who offered suggestions for the improvement of this text, my special thanks. All of these features were designed to stimulate and promote student involvement, participation and interaction with the course. I hope you will derive as much pleasure from reading it as I did in writing it. Jon R. Walker San Diego, California February 2001 Excerpted from Introduction to Hospitality by John R. Walker All rights reserved by the original copyright owners. Excerpts are provided for display purposes only and may not be reproduced, reprinted or distributed without the written permission of the publisher.

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