Descripciones mejoradas de Syndetics:

The updated edition of this classic introductory textbook. Accompanied by NRAEF student workbook for use in its ProMgmt. certificate program, this book offers a comprehensive treatment of the entire hospitality industry, thoroughly updated to reflect the latest trends in the hospitality, foodservice, and travel/tourism industries. It provides learning objectives, summaries, review questions, and key terms concepts, along with real-life case histories.

Tabla de contenidos provista por Syndetics

• Preface
• Part 1 Perspectives on Careers in Hospitality
• Chapter 1 The Hospitality Industry And You
• What Is Hospitality Management?
• Case History 1.1: A Former Student's Unexpected Change
• The Manager's Role In The Hospitality Industry
• Why Study In A Hospitality Management Program?
• Employment Opportunities
• Planning A Career
• The Meaning Of Work
• Employment As An Important Part Of Your Education
• Profiting From Work Experience
• Learning Strategies For Work Experience
• Getting A Job
• Getting In The Door
• Learning On The Job
• Other Ways Of Profiting From A Job
• Industry Practice Note 1.1: An Employer's View Of Job Placement
• Global Hospitality Note 1.1: Career Opportunities Overseas
• Employment At Graduation
• Goals And Objectives: The Strategy Of Job Placement
• The Outlook For Hospitality
• The Effect Of September 11, 2001
• Polarization In Hospitality Service Organizations
• Accelerating Competition
• Service Is The Difference Value Consciousness
• Technology
• Empowerment Diversity
• Concern With Security
• Concern With Food Safety And Sanitation Globalization
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Chapter 2 Forces Affecting Growth And Change In The Hospitality Industry
• Managing Change
• Demand
• The Changing Age Composition Of Our Population
• Industry Practice Note 2.1: Demographics In Practice
• Diversity And Cultural Change
• Global Hospitality Note 2.1: AsNorth AmericaAges, Some Parts Of The World Are Getting Younger
• Industry Practice Note 2.2: Advocacy For The Advancement Of Women In Food Service Supply
• Land And Its Produce
• Industry Practice Note 2.3: Is The Middle Class Shrinking?
• Labor
• Workforce Diversity
• The Impact Of Labor Scarcity
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Part 2 Food Service
• Chapter 3 The Restaurant Business
• The Varied Field Of Food Service
• The Outlook For Food Service
• The Restaurant Business
• The Dining Market And The Eating Market
• Dining Well
• The Eating Market And Its Dynamics
• Contemporary Popular-Priced Restaurants
• Quick-Service Restaurants
• Midscale Restaurants
• Casual Restaurants
• Case History 3.1: Quark'S Restaurant Serves Earthlings Too
• High-Check-Average Restaurants
• Global Hospitality Note 3.1 Culinary Preparation
• Restaurants As Part Of A Larger Business
• Restaurants In Retail Stores
• Restaurants In Shopping Malls
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Chapter 4 Restaurant Operations
• Restaurant Operations
• The Front Of The House
• The Back Of The House
• Industry Practice Note 4.1 Research Chefs Association
• The 'Office' General Management
• Making A Prof it In Food Service Operations
• Increasing Sales
• Reducing Costs
• Keeping The Score In Operations: Accounting Statements And Operating Ratios
• Cost Of Sales
• Controllable Expenses
• Capital Costs
• Life In The Restaurant Business
• Salary Levels
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Chapter 5 Restaurant Industry Organization: Chain, Independent, Or Franchise?
• Chain Restaurant Systems
• Marketing And Brand Recognition
• Site Selection Expertise
• Access To Capital
• Purchasing Economies
• Control And Information Systems
• New Product Development
• Human-Resource Program Development
• Chains' Market Share
• Independent Restaurants
• Operating Advantages
• Marketing And Brand Recognition
• Site Selection
• Access To Capital
• Industry Practice Note 5.1: Working With The SBA
• Industry Practice Note 5.2: Why Go Public?
• Purchasing Economics
• Control And Information Systems
• Human Resources
• The Independent'S Extra: Flexibility
• The Independent'S Imperative: Differentiation
• Between Independent And Chain
• Franchised Restaurants
• The New Franchisee
• Industry Practice Note 5.3: Interested In Becoming A Franchisee?
• Continuing Franchise Services
• The Franchisee'S View
• The Franchisee'S View
• Franchisor-Franchisee Relations
• Franchising: A Middle Way
• Industry Practice Note 5.4:Rosenberg International CenterOf Franchising
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Chapter 6 Competitive Forces In Food Service
• Competitive Conditions In Food Service
• The Marketing Mix
• Case History 6.1: Finding The Proper Marketing Mix-Shakey'S Pizza
• Product
• Price
• Place-And Places
• Promotion
• Industry Practice Note 6.1: The Wealthiest Consumers
• Competition With Other Industries
• Convenience Stores
• Supermarkets
• The Home As Competition
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Chapter 7 On-Site Food Service
• Comparing On-Site And Commercial Food Services
• Global Hospitality Note 7.1: International Perspectives
• Self-Operated Facilities
• Managed-Services Companies
• Pros And Cons Of Managed Services
• Business And Industry Food Service
• Industry Practice Note 7.1: Measuring Guest Participation
• College And University Food Service
• College Students As Customers
• Health Care Food Service
• The Dietetic Professional
• The Dietetic Technician
• The Dietary Manager
• Dietary Department Organization
• Trends In Health Care Food Service
• School And Community Food Service
• The School Food Service Model
• Contract Companies In School Food Service
• Trends In School Food Service
• Service Programs For The Aging
• Community-Based Services
• Retirement Housing Facilities And Communities
• Other Segments
• Recreation
• Private Clubs
• Transportation
• Vending
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Chapter 8 Issues Facing Food Service
• Consumer Concerns
• Health And Wellness
• Junk Food And A Hectic Pace
• Nutritional Labeling
• Industry Practice Note 8.1: Defining Health Claims
• Food Safety And Sanitation
• Alcohol And Dining
• Food Service And The Environment
• Thinking About Garbage: From Dump To Waste Stream
• Managing The Waste Stream
• Technology
• Enhancing Customer Service
• Industry Practice Note 8.2: ESP Systems
• Technology In The Back Of The House
• Technology, The Internet, And Food Service Marketing
• Technology And Management
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Part 3 Lodging
• Chapter 9 Lodging: Meeting Guest Needs
• The Evolution Of Lodging
• The History Of Lodging
• The Evolution Of The Motel
• The Motor Hotel
• Industry Practice Note 9.1: The European Distinction Of Independent Properties
• Classifications Of Hotel Properties
• Hotels Classified By Price
• Hotels Classified By Function
• Hotels Classified By Location
• Hotels Classified By Market Segment
• Industry Practice Note 9.2: Trends In Spa Operations
• Other Hotel Classifications
• Types Of Travelers
• Business Traveler
• Other Segments
• International Travelers
• Anticipating Guest Needs In Providing Hospitality Service
• Industry Practice Note 9.3: Creativity Is Evident In Hotel Properties
• Industry Practice Note 9.4: The Hotel Of The "Not So Distant" Future
• Service, Service, Service
• Industry Practice Note 9.5: Hotel Rating Services
• Employees As The Internal Customers
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Chapter 10 Hotel And Lodging Operations
• Major Functional Departments
• The Rooms Side Of The House
• The Front Office
• Automation Of The Front Office
• Reservations And Yield Management
• Housekeeping
• Industry Practice Note 10.1: Housekeeping
• Telecommunications Call Accounting Systems
• Uniformed Services Staff
• Industry Practice Note 10.2: The Concierge
• Security
• Hotel Food And Beverage Operations
• Industry Practice Note 10.3: Pros And Cons Of Outsourcing Food And Beverage Operations
• Banquets
• Food Production
• Sanitation And Utility
• Leased Restaurants
• Staff And Support Departments
• Sales And Marketing
• Accounting
• Human Resources
• Engineering
• Income And Expense Patterns And Control
• The Uniform System Of Accounts
• Entry Ports And Careers
• Front Office
• Accounting
• Sales And Marketing
• Food And Beverage
• Owning Your Own Hotel
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Chapter 11 Forces Shaping The Hotel Business
• The Economics Of The Hotel Business
• A Cyclical Business
• Hotel Cycles And Financial Performance
• Industry Practice Note 11.1: Hotel Operations After Katrina
• Revpar
• Hotels As Real Estate
• Industry Practice Note 11.2: Hotels In Mixed-Use Developments
• Industry Practice Note 11.2: The Elements Of The Hotel
• International Hotel Development
• Private Equity Investments
• The Securitization Of The Hotel Industry
• The Hazards Of Public Ownership
• Case History 11.1: Going Public: Some Good News And Some Bad
• Dimensions Of The Hotel Investment Decision
• Financial
• An Operating Business
• Segmentation: For Guests Or Developers?
• Management Companies
• Asset Management
• Entrepreneurial Opportunities
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Chapter 12 Competition In The Lodging Business
• The Conditions Of Competition
• A Fragmented Market
• A Cyclical Market
• Cost Structure
• Securitization
• Technological Revolution
• The Marketing Mix In Lodging
• Competitive Tactics
• Product In A Segmented Market
• Food Service
• Other Services And Amenities
• Industry Practice Note 12.1: Hotel Honored Among World Business Hotels
• Systemwide Services
• Industry Practice Note 12.2: Franchisors-Franchisees: A Growing Team Approach
• Price And Pricing Tactics
• Yield Management
• Place-And Places
• Location
• Distribution Channels
• Industry Practice Note 12.3: Travel Intermediaries: Utell Acquires Unirez
• Promotion: Marketing Communication
• Advertising In Mass Media
• Advertising On The Internet
• Sales Promotion
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Part 4 Travel and Tourism
• Chapter 13 Tourism: Front And Center
• The Importance Of Tourism
• Factors Affecting Travel And Tourism
• Growing Leisure Time?
• Income Trends
• Demographics And Travel
• Travel Trends
• Global Hospitality Note 13.1: Public Anxiety And The Travel Industry
• Mode Of Travel
• Trip Duration
• The Economic Significance Of Tourism
• Tourism And Employment
• Publicity As An Economic Benefit
• TheUnited StatesAs An International Tourist Attraction
• Measuring The Volume
• Reasons For Growth Of TheUnited StatesAs A Destination
• Businesses Serving The Traveler
• Passenger Transportation
• Channels Of Distribution
• Reservation Networks
• Noneconomic Effects Of Tourism
• Crowding
• Favorable Noneconomic Effects
• Global Hospitality Note 13.2: Volunteer Tourism
• Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Chapter 14 Destinations: Tourism Generators
• 1.0 Motives And Destinations
• 2.0 Mass-Market Tourism
• 3.0 Planned Play Environments
• 4.0 Theme Parks
• 4.1 Themes
• 4.2 Scale
• 4.3 Regional Theme Parks
• Industry Practice Note 14.1: A Different Kind Of Theme Park
• 4.4 Themes And Cities
• 4.5 Employment And Training Opportunities
• 5.0 Casinos And Gaming
• 5.1 Las Vegas
• 5.2 Laughlin (Clark's County
• 5.3 Atlantic City
• Case History 14.1: Changes Come To Atlantic City
• Mississippi Gulf Coast
• 5.5 Other Markets
• 5.6 Casino Markets And The Business Of Casinos
• Casino Staffing
• 6.0 Urban Entertainment Centers
• Case History 14.2: The National Restaurant Association Restaurant Show
• 6.1 Shopping Centers
• 6.2 Zoos, Sanctuaries, And Aquariums
• 7.0 Temporary Attractions: Fairs And Festivals
• Case History 14.3: TheNew OrleansJazz Fest
• 8.0 Natural Environments
• 9.0 On A Lighter Note?
• 10.0 Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Part 5 Hospitality as A Service Industry
• Chapter 15 The Role Of Service In The Hospitality Industry
• 1.0 A Study Of Service
• 2.0 What Is Service?
• Industry Practice Note 21.1: Six Sigma Comes To The Hospitality Industry
• 2.1 Types Of Service
• 3.0 Rendering Personal Service
• Industry Practice Note 21.2: Service And Stress
• 3.1 Task
• 3.2 Interpersonal Skills
• 4.0 Managing The Service Transaction
• 4.1 The Product View Of Service
• 4.2 The Process View: Empowerment
• Production Or Process View?
• 5.0 How Companies Organize For Service
• 5.1 Service Strategyservice Culture
• 5.2 The Employee As Product: The Importance Of People
• 5.3 Service As A Sustainable Competitive Advantage
• 6.0 Summary
• Key Words And Concepts
• Review Questions
• Internet Exercises
• Notes
• Index

Notas de autor provistas por Syndetics

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