Exploring the Hospitality Industry, 4th edition

CHAPTER 1: HOSPITALITY SPIRIT
Welcome to You, the Future Hospitality Industry Leaders!
The Pineapple Tradition
The Interrelated Nature of Hospitality and Tourism
Characteristics of the Hospitality Industry
    Careers
The Focus on Service
Perfecting Service
    Success in Service
    Moments of Truth
    Ways to Perfect Service
    Service and Total Quality Management
    The Disney Approach to Guest Service
    The Disney Service Model
Career Paths
Career Goals
    Is the Hospitality Industry for You?
Self-Assessment and Personal Philosophy
    Now Is the Time to Get Involved
    Professional Organizations and Associations
Ethics
Ethical Dilemmas in Hospitality
Trends in Hospitality
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
    Internet Sites
Endnotes

CHAPTER 2: TOURISM
Tourism
Sustainable Cruising
    Tourism Defined
    Benefits of Tourism
    Tourism 2020 Vision
Air Travel
    The Hub-and-Spoke System
Rail, Automobile, and Coach Travel
Traveling by Train
    Rail Travel Abroad
    Does the Train Have a Future?
Traveling by Car
    Automobile Associations
    Rental Cars
Traveling by Bus
    Types of Bus Service
    Motorcoach Associations
Paris
Tourism Organizations
    International Organizations
    Domestic Organizations
    State Offices of Tourism
    City-Level Offices of Tourism and Convention Centers
The Economic Impact of Tourism
    The Multiplier Effect
Promoters of Tourism
    Tour Operators
    Travel Agencies
    Travel Corporations
    Corporate Travel Manager
    Travel and Tour Wholesalers
    Certified Travel Counselor (CTC)
    National Offices of Tourism (NOT)
    Destination Management Companies (DMCs)
Trends in Tourism
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes

CHAPTER 3: CHARACTERISTICS OF TOURISM
Pleasure Travel
    Different Places for Different People
Business Travel
The Social and Cultural Impact of Tourism
Sustainable Tourism and Ecotourism
What Is Ecotourism?
    Environmental Impact of Tourism
Cultural Tourism
    Impact of Tourism on Culture
    Tourism and Art
Heritage Tourism
    The Benefits of Preservation
    Challenges in Heritage Tourism
    Find the Fit between Community and Tourism
    Four Steps to a Comprehensive Heritage Program
Nature Tourism
Trends in Travel
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes

CHAPTER 4: LODGING
Hotel Development and Ownership
    Franchising
Franchised Hotels
Franchising Trends
    Management Contracts
    Real Estate Investment Trust (REIT)
Rating and Classification of Hotels
Types and Location of Hotels
    City Center and Suburban Hotels
    Airport Hotels
    Freeway and Interstate Hotels and Motels
    Casino Hotels
    Conference and Convention Hotels
    Full-Service Hotels
    Economy/Budget Hotels
    Extended-Stay Hotels
    All-Suite Extended-Stay Hotels
    Condotels
    Mixed-Use Hotel Development
    Bed and Breakfast Inns
    Resort Hotels
    Vacation Ownership
Best, Biggest, and Most Unusual Hotels and Chains
    The Best Hotel Chains
    The Most Unusual Hotels
International Perspective
    Green Lodging
Sustainable Lodging
    How Fairmont Promises to Fight Climate Change
    Climate Change Impacts the Bottom Line
    Examples of Fairmont’s Best Practice
    Commitments and Plans
Trends in Hotel Development
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes

CHAPTER 5: LODGING OPERATIONS
Functions and Departments of a Hotel
Early Inns
Role of the Hotel General Manager
Management Structure
    The Executive Committee
The Departments
    Rooms Division
    Front Office
    Night Auditor
Property Management Systems
Revenue Management
Reservations
Communications CBX or PBX
Guest Services
Concierge
Housekeeping
Security/Loss Prevention
    Security Officers
    Equipment
    Safety Procedures
    Identification Procedures
Food and Beverage Management
Kitchen
Hotel Restaurants
Bars
Stewarding Department
Catering Department
    Catering Event Order
    Catering Services Manager
Room Service/In-Room Dining
    Energy Star^®
    Green Seal
    Recycled Content
    Hotel Recycling
    Water Conservation
    Bathroom Amenities
    Breakfast
Sustainable Lodging Operations
    Lounge
    Guest Shuttle
    Guest Bikes
    Coffee Shop
    Greening the Guestroom
Trends in Lodging Operations
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes

CHAPTER 6: CRUISING
Cruise Industry Development
    The First Cruise Ships
    Cruising Today
Key Players in the Cruise Industry
The Cruise Market
    Types of Cruise Markets
    Types of Cruises
    Regional Cruises
    Coastal Cruises
    River Cruises
    Barges
    Steam Boating
    Expeditions and Natural Cruises
    Adventure Cruises
    Sail-Cruises
    World Cruises
    Crossings
    Specialty and Theme Cruises
    Deluxe Cruising
All Aboard–Organization of the Cruise Ship
Cruise Destinations
Sustainable Cruising
Trends in the Cruise Industry
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes

CHAPTER 7: RESTAURANTS
Restaurants
Classification of Restaurants
    Franchises
    Fine Dining
    Casual Dining
    Quick-Service/Fast-Food Restaurants
Sustainable Restaurants
Green Restaurant Certification 4.0 Standards
    Food Trends and Practices
Trends in the Restaurant Business
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes

CHAPTER 8: RESTAURANT OPERATIONS
Front of the House
    Restaurant Forecasting
    Service
    Suggestive Selling
Back of the House
    Food Production
    Kitchen/Food Production
    Management Involvement and Follow-Up
    Purchasing
    Receiving
    Storing/Issuing
Cost Control
    Food and Beverage Cost Percentages
    Labor Cost Control
Sustainable Restaurant Operations
Restaurant Manager Job Analysis
    Human Resource Management
    Financial Management
    Administrative Management
    Operations Management
Trends in Restaurant Operations
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes

CHAPTER 9: MANAGED SERVICES
Overview
Airlines and Airports
    In-Flight Foodservice
Military
Elementary and Secondary Schools
    Nutrition Education Programs
Colleges and Universities
    Student Unions
    Responsibilities in Managed Services
Health Care Facilities
Business and Industry
Leisure and Recreation
    Stadium Points of Service
    Other Facilities
    Advantages and Disadvantages
Seniors
    Sustainability
Sustainable Managed Services
Trends in Managed Services
    Technology
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes

CHAPTER 10: BEVERAGES
Wines
    Light Beverage Wines
    Sparkling Wines
    Fortified Wines
    Aromatic Wines
    The History of Wine
Sustainable Wine Production
    The Making of Wine
    Matching Wine with Food
    Major Wine-Producing Countries
Beer
    The Brewing Process
Sustainable Brewing
Spirits
    Whiskies
    White Spirits
    Other Spirits
    Cocktails
Nonalcoholic Beverages
    Nonalcoholic Beer
    Coffee
    Sustainable Coffee
    Tea
    Carbonated Soft Drinks
    Juices
    Power Drinks
    Bottled Water
Types of Bars
    Restaurant and Hotel Bars
    Nightclubs
    Microbreweries
    Sports Bars
    Coffee Shops
Liquor Liability and the Law
    Highway Deaths and Alcohol
Trends in the Beverage Industry
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes

CHAPTER 11: CLUBS
Development of Clubs
    Size and Scope of the Club Industry
Types of Clubs
    Country Clubs
    City Clubs
    Other Clubs
Key Players in the Club Industry
Club Management
    Club Management Structure
    Club Food and Beverage Management
    The Golf Course Superintendent
Sustainable Golf Course Management
    The Golf Professional
    The Golf Shop
Trends in Club Management
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activities
Endnotes

CHAPTER 12: THEME PARKS AND ATTRACTIONS
The Development of Theme Parks
Size and Scope of the Theme Park Industry
Key Players in the Theme Park Industry
    Magic Kingdom
    Epcot
    Disney’s—Hollywood Studios (Formerly Disney MGM Studios)
    Animal Kingdom
    Universal Studios
    SeaWorld Parks and Entertainment
    Hershey’s
Regional Theme Parks
    Dollywood
    LEGOLAND
    Gatorland
    Wet ‘n Wild
Theme Park Management
Sustainable Theme Parks
Fairs, Festivals, and Events
    Oktoberfest
    The Carnival in Rio de Janeiro, Brazil
    Reggae on the River
    Mardi Gras
    Grand Ole Opry
Employment
Trends in the Theme Park Industry
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes

CHAPTER 13: GAMING ENTERTAINMENT
Gaming Entertainment
Historical Review of Gaming Entertainment
    Native American Gaming
Size and Scope of Gaming Entertainment
Key Players in the Industry
Positions in Gaming Entertainment
    Hotel Operations
    Food and Beverage Operations
    Casino Operations
    Retail Operations
    Entertainment Operations
Trends in the Gaming Entertainment Industry
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes

CHAPTER 14: MEETINGS, CONVENTIONS, AND EXPOSITIONS
Development of the Meetings, Conventions, and Expositions Industry
Size and Scope of the Industry
Key Players in the Industry
    Destination Management Companies
    Meeting Planners
    Service Contractors
Types of Meetings, Conventions, and Expositions
    Meetings
    Association Meetings
    Conventions and Expositions
    Historical Associations
    Meetings, Incentive Travel, Conventions, and Exhibitions (MICE)
    Types of Associations
    Types of Meetings
    Meeting Planning
Venues for Meetings, Conventions, and Expositions
    City Centers
    Convention Centers
    Conference Centers
    Hotels and Resorts
    Cruise Ships
    Colleges and Universities
Trends in Meetings, Conventions, and Expositions
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes

CHAPTER 15: SPECIAL EVENTS
What Event Planners Do
Event Management
    Research
    Design
    Planning
    Coordination
    Evaluation
Challenges for Event Planners and Managers
Classifications of Special Events
    Corporate Events
    Association Events
    Charity Balls and Fund-Raising Events
    Social Events
    Fairs and Festivals
    Concerts and Sporting Events
    Mega Events
Required Skills and Abilities for Event Management
    Leadership Skills
    Ability to Communicate with Other Departments
    Project Management Skills
    Negotiating Skills
    Coordinating and Delegating Skills
    Budgeting Skills
    Ability to Multitask
    Enthusiasm
    Effective Social Skills
    Ability to Form Contacts
    Wedding Planning
Special Event Organizations
    International Festivals & Events Association
    Meeting Planners International
    Local Convention and Visitors Bureaus
Sustainable Special Events
The Special Event Job Market
Trends in the Special Event Industry
Career Information
Summary
Key Words and Concepts
Review Questions
Internet Exercises
Apply Your Knowledge
Suggested Activity
Endnotes