Tabla de contenidos provista por Syndetics

• Preface(p. xiii)
• About the Authors(p. xvi)
• Prologue: A Brief History of Travel(p. xix)
• Part I Introduction(p. 1)
• 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)
• 2 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)
• 3 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)
• Chapter Appendix A Key Hotel Management Positions(p. 73)
• Chapter Appendix B Key Food Service Management Positions(p. 75)
• Chapter Appendix C Sample Resume(p. 77)
• Part II Hospitality Organizations(p. 79)
• 4 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)
• 5 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)
• 6 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)
• 7 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)
• 8 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)
• 9 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)
• 10 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)
• 11 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)
• Part III Hospitality Management(p. 343)
• 12 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)
• Chapter Appendix Eight Managerial/Leadership Roles(p. 377)
• 13 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)
• 14 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)
• 15 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)
• 16 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)
• Chapter Appendix Uniform Franchise Offering Circulars(p. 496)
• 17 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)
• Appendix Hospitality Associations and Periodicals(p. 531)
• Index(p. 545)