This revised edition of the landmark introductory volume to the hospitality industry covers all aspects of the business, from individual roles to operational issues and is perfect introductory reading for those interested in a hospitality career. INDICE: Preface. PART ONE: PERSPECTIVES ON CAREERS IN HOSPITALITY. Chapter1: The Hospitality Industry And You. What Is Hospitality Management? Case History 1.1: A Former Students Unexpected Change. The Managers 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 Employers 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. PolarizationIn 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 PracticeNote 2.1: Demographics In Practice. Diversity And Cultural Change. Global Hospitality Note 2.1: As North America Ages, 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 TWO: FOOD SERVICE. Chapter 3: The Restaurant Business. The Varied Field Of Food Service. The Outlook For Food Service. The Restaurant Business. TheDining 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: QuarkS 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 ../… 5.2: Why Go Public? Purchasing Economics. Control And Information Systems. Human Resources. The IndependentS Extra: Flexibility. The IndependentS 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 FranchiseeS View. The FranchiseeS View. Franchisor-Franchisee Relations. Franchising: A Middle Way. Industry Practice Note 5.4: Rosenberg International Center Of Franchising. Summary. Key Words And Concepts. Review Questions. Internet Exercises. Notes. Chapter 6: Competitive Forces In Food Service../…PART THREE: 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. EmployeesAs 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 AndCons 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 ExpensePatterns 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 PerformanceIndustry 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 GoodNews And Some Bad. Dimensions Of The Hotel Investment Decision. Financial. AnOperating 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. ACyclical 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 PracticeNote 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 FOUR: 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. The United States As An International Tourist Attraction. Measuring The Volume. Reasons For Growth Of The United States As A Destination. Businesses Serving The Traveler. Passenger Transportation. Channels Of Distribution. Reservation Networks. Noneconomic Effects Of Tourism. Crowding. Favorable Noneconomic Effects. Global Hospitality Note13.2: Volunteer Tourism. Summary. Key Words And Concepts. Review Questions. Internet Exercises. Notes. Chapter 14: Destinations: Tourism Generators ../… PART FIVE: HOSPITALITY AS A SERVICE INDUSTRY. Chapter 15: The Role Of Service InThe 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.
- ISBN: 978-0-471-78276-6
- Editorial: John Wiley & Sons
- Encuadernacion: Rústica
- Páginas: 560
- Fecha Publicación: 14/03/2008
- Nº Volúmenes: 1
- Idioma: Inglés