دانلود کتاب Introduction to Hospitality

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Cover......Page 1
Title Page......Page 2
Copyright Page......Page 3
Brief Contents......Page 5
Contents......Page 6
Preface......Page 20
To the Student......Page 22
Acknowledgments......Page 31
About the Author......Page 32
Part I Introducing Hospitality and Lodging......Page 34
Chapter 1 Introducing Hospitality......Page 36
ANCIENT TIMES......Page 37
MEDIEVAL TIMES......Page 38
COFFEE HOUSES......Page 39
THE FRENCH REVOLUTION......Page 40
THE NINETEENTH CENTURY......Page 41
THE TWENTIETH CENTURY......Page 42
WELCOME TO YOU, THE FUTURE HOSPITALITY INDUSTRY LEADERS!......Page 43
THE INTERRELATED NATURE OF HOSPITALITY AND TOURISM......Page 47
CHARACTERISTICS OF THE HOSPITALITY INDUSTRY......Page 52
Careers......Page 53
HOSPITALITY INDUSTRY PHILOSOPHY......Page 56
SUSTAINABLE HOSPITALITY......Page 57
SUCCESS IN SERVICE......Page 58
Moments of Truth......Page 60
Service and Total Quality Management......Page 62
The Disney Approach to Guest Service......Page 67
Opening Disneyland......Page 69
Career Paths......Page 71
Is the Hospitality Industry for You?......Page 72
Now Is the Time to Get Involved......Page 73
TRENDS IN HOSPITALITY AND TOURISM......Page 74
CAREER INFORMATION......Page 77
SUMMARY......Page 79
INTERNET EXERCISES......Page 80
ENDNOTES......Page 81
Chapter 2 The Hotel Business......Page 84
A BRIEF HISTORY OF INNKEEPING IN THE UNITED STATES......Page 85
HOTEL DEVELOPMENT AND OWNERSHIP......Page 87
Franchising......Page 89
Is There a Franchise in Your Future?......Page 91
Referral Associations......Page 94
Management Contracts......Page 95
Real Estate Investment Trust......Page 96
HOTEL DEVELOPMENT......Page 98
The Economic Impact of Hotels......Page 100
Hotel Affiliations......Page 102
Hotel Classification by Rating System: AAA and Forbes......Page 104
Resort Hotels......Page 108
Airport Hotels......Page 112
Casino Hotels......Page 113
Full-Service Hotels......Page 114
Boutique Hotels......Page 115
Extended-Stay Hotels and All-Suites Extended-Stay Hotels......Page 116
Condotels, Timeshare, and Mixed-Use Hotels......Page 117
Bed and Breakfast Inns......Page 118
The Best Hotel Chains......Page 119
Timeshare, Vacation Ownership, and Fractional Ownership......Page 121
Travel the World through Exchange Vacations......Page 123
INTERNATIONAL PERSPECTIVE......Page 124
SUSTAINABLE OR GREEN LODGING......Page 125
CAREER INFORMATION......Page 126
TRENDS IN HOTEL DEVELOPMENT AND MANAGEMENT......Page 127
SUMMARY......Page 129
INTERNET EXERCISES......Page 130
ENDNOTES......Page 131
Chapter 3 Rooms Division......Page 134
MANAGEMENT STRUCTURE......Page 135
ROLE OF THE HOTEL GENERAL MANAGER......Page 136
The Executive Committee......Page 138
Front Office......Page 139
Night Auditor......Page 145
REVENUE MANAGEMENT......Page 149
Guest Reservation Systems......Page 152
Security......Page 153
Guest Comfort and Convenience......Page 154
RESERVATIONS......Page 156
CONCIERGE......Page 158
HOUSEKEEPING......Page 161
Spas......Page 167
Green Hotel Initiatives......Page 168
SECURITY/LOSS PREVENTION......Page 172
TRENDS IN HOTEL AND ROOMS DIVISION OPERATIONS......Page 174
CAREER INFORMATION......Page 175
SUMMARY......Page 179
INTERNET EXERCISES......Page 180
ENDNOTES......Page 181
Chapter 4 Food and Beverage......Page 184
FOOD AND BEVERAGE MANAGEMENT......Page 185
KITCHEN......Page 189
FOOD OUTLETS......Page 193
BARS......Page 196
STEWARDING DEPARTMENT......Page 199
CATERING DEPARTMENT......Page 200
Position Profile of a Director of Catering......Page 202
Catering Event Order......Page 205
Catering Coordinator......Page 207
Catering Services Manager......Page 210
ROOM SERVICE/IN-ROOM DINING......Page 211
SUSTAINABLE FOOD AND BEVERAGE......Page 213
TRENDS IN LODGING FOOD AND BEVERAGE......Page 214
REVIEW QUESTIONS......Page 216
SUGGESTED ACTIVITIES......Page 217
ENDNOTES......Page 218
Part II Beverages, Restaurants, and Managed Services......Page 220
Chapter 5 Beverages......Page 222
Light Beverage Wines......Page 223
Sparkling Wines......Page 224
The History of Wine......Page 225
Matching Wine with Food......Page 226
Major Wine-Growing Regions......Page 227
How to Read a Wine Label......Page 232
BEER......Page 233
Organic and Craft Beers, Microbreweries, and Brewpubs......Page 234
SUSTAINABLE BREWING......Page 235
SPIRITS......Page 237
Whiskies......Page 238
Other Spirits......Page 240
NONALCOHOLIC BEVERAGES......Page 241
Coffee......Page 242
Tea......Page 243
Carbonated Soft Drinks and Energy Drinks......Page 245
Bottled Water......Page 246
Bar Setup......Page 247
Inventory Control......Page 249
Personnel Procedures......Page 253
Restaurant and Hotel Bars......Page 254
Nightclubs......Page 255
Brewpubs and Microbreweries......Page 256
Sports Bars......Page 257
Coffee Shops......Page 258
TRENDS IN THE BEVERAGE INDUSTRY......Page 259
REVIEW QUESTIONS......Page 263
APPLY YOUR KNOWLEDGE......Page 264
ENDNOTES......Page 265
Chapter 6 The Restaurant Business......Page 268
Classical Cuisine......Page 269
Food Trends and Practices......Page 271
Culinary Practices......Page 275
FRANCHISES......Page 277
MENU PLANNING......Page 279
Needs and Desires of Guests......Page 280
Price and Pricing Strategy......Page 281
Menu Design and Layout......Page 283
CLASSIFICATIONS OF RESTAURANTS......Page 284
Casual Dining and Dinner-House Restaurants......Page 289
TRENDS IN THE RESTAURANT BUSINESS......Page 296
INTERNET EXERCISES......Page 298
ENDNOTES......Page 299
Chapter 7 Restaurant Management......Page 302
FRONT OF THE HOUSE......Page 303
Restaurant Forecasting......Page 307
Service......Page 308
Suggestive Selling......Page 310
SUSTAINABLE RESTAURANT OPERATIONS......Page 311
Front-of-the-House Restaurant Systems......Page 313
Back-of-the-House Restaurant Systems......Page 314
BACK-OF-THE-HOUSE OPERATIONS......Page 317
Food Production......Page 318
Kitchen/Food Production......Page 319
Management Involvement and Follow-Up......Page 321
Budgeted Costs in a Restaurant......Page 323
Purchasing......Page 325
Storing/Issuing......Page 327
Restaurant Accounting......Page 328
Lease and Controllable Expenses......Page 335
Restaurant Manager Job Analysis......Page 337
TRENDS IN RESTAURANT OPERATIONS......Page 341
KEY WORDS AND CONCEPTS......Page 343
INTERNET EXERCISES......Page 344
ENDNOTES......Page 345
Chapter 8 Managed Services......Page 348
OVERVIEW......Page 349
In-Flight and Airport Foodservice......Page 350
MILITARY......Page 351
ELEMENTARY AND SECONDARY SCHOOLS......Page 354
Nutrition Education Programs......Page 356
COLLEGES AND UNIVERSITIES......Page 357
Student Unions......Page 359
MANAGING MANAGED SERVICES......Page 361
SUSTAINABLE MANAGED SERVICES......Page 364
HEALTH CARE FACILITIES......Page 368
BUSINESS AND INDUSTRY (B&I)......Page 373
LEISURE AND RECREATION......Page 375
Other Facilities......Page 376
TRENDS IN MANAGED SERVICES......Page 377
KEY WORDS AND CONCEPTS......Page 379
SUGGESTED ACTIVITY......Page 380
ENDNOTES......Page 381
Part III Tourism, Recreation, Attractions, Clubs, and Gaming......Page 382
Chapter 9 Tourism......Page 384
HIGHLIGHTS OF TOURISM......Page 385
Pre–Industrial Revolution......Page 386
Traveling by Train......Page 388
Rental Cars......Page 390
Traveling by Bus......Page 391
TRAVEL BY AIR AND SEA......Page 392
New Airplanes......Page 394
Components of Airline Profit and Loss......Page 395
Cruise Ships......Page 396
The Cruise Market......Page 399
WHAT IS TOURISM IN THE TWENTY-FIRST CENTURY?......Page 400
BENEFITS AND PROSPECTS OF TOURISM......Page 402
Long-Term Prospects: Towards Tourism 2030 Vision......Page 403
THE ECONOMIC IMPACT OF TOURISM......Page 405
The Multiplier Effect......Page 406
PROMOTERS OF TOURISM......Page 407
State Offices of Tourism......Page 408
Tour Operators......Page 409
Travel Agencies......Page 410
Destination Management Companies (DMCs)......Page 411
BUSINESS TRAVEL......Page 413
SOCIAL AND CULTURAL IMPACT OF TOURISM......Page 414
ECOTOURISM......Page 416
SUSTAINABLE TOURISM......Page 417
CULTURAL, HERITAGE, NATURE, AND VOLUNTEER TOURISM......Page 419
TRENDS IN TOURISM AND TRAVEL......Page 420
SUMMARY......Page 423
APPLY YOUR KNOWLEDGE......Page 424
ENDNOTES......Page 425
Chapter 10 Recreation, Attractions, and Clubs......Page 428
RECREATION, LEISURE, AND WELLNESS......Page 429
GOVERNMENT-SPONSORED RECREATION......Page 430
National Parks in the United States......Page 431
National Park Management......Page 432
Public Recreation and Parks Agencies......Page 434
Theme Parks......Page 435
INTRODUCING WALT DISNEY: A MAN WITH A VISION......Page 438
Magic Kingdom......Page 440
Epcot......Page 441
Disney’s Hollywood Studios......Page 442
UNIVERSAL STUDIOS......Page 443
SEAWORLD PARKS AND ENTERTAINMENT......Page 445
HERSHEY’S......Page 446
REGIONAL THEME PARKS......Page 447
Legoland......Page 448
ANIMAL ATTRACTIONS......Page 449
Aquariums......Page 450
HISTORIC PLACES AND SITES......Page 451
MUSEUMS......Page 453
PERFORMANCE ARTS......Page 454
Athens, Greece......Page 455
London......Page 456
Rome......Page 457
MANAGING ATTRACTIONS......Page 458
CLUBS......Page 459
Club Management......Page 460
Club Management Structure......Page 462
Types of Clubs......Page 466
SUSTAINABLE GOLF COURSE MANAGEMENT......Page 471
Voluntary Organizations......Page 472
Campus, Armed Forces, and Employee Recreation......Page 474
Recreation for Special Populations......Page 475
TRENDS IN RECREATION AND LEISURE......Page 476
Clubs......Page 477
SUMMARY......Page 480
APPLY YOUR KNOWLEDGE......Page 481
ENDNOTES......Page 482
Chapter 11 Gaming Entertainment......Page 486
GAMING ENTERTAINMENT......Page 487
HISTORICAL REVIEW OF GAMING ENTERTAINMENT......Page 489
NATIVE AMERICAN GAMING......Page 491
THE CASINO RESORT: A HOSPITALITY BUFFET......Page 492
What Is Gambling?......Page 493
Comps: A Usual Part of an Unusual Business......Page 495
Types of Casino Operations......Page 497
Components of Casino Resorts......Page 499
EVOLUTION OF GAMBLING AND CASINOS......Page 500
Casino Operations......Page 504
Entertainment Operations......Page 505
The Mirage Effect......Page 506
SUSTAINABILITY IN GAMING ENTERTAINMENT......Page 507
CAREER INFORMATION......Page 508
TRENDS IN THE GAMING ENTERTAINMENT INDUSTRY......Page 512
SUMMARY......Page 514
SUGGESTED ACTIVITY......Page 515
ENDNOTES......Page 516
Part IV Assemblies, Events, Attractions, Leadership, and Management......Page 518
Chapter 12 Meetings, Conventions, and Expositions......Page 520
SIZE AND SCOPE OF THE INDUSTRY......Page 521
KEY PLAYERS IN THE INDUSTRY......Page 522
Business and Association Conventions and Meetings......Page 523
Destination Management Companies (DMCs)......Page 525
Meeting Planners......Page 526
Service Contractors......Page 527
Meetings......Page 530
Association Meetings......Page 532
Conventions and Expositions......Page 533
Types of Associations......Page 535
Types of Historical Associations......Page 536
Types of Meetings......Page 537
Meeting Planning......Page 538
Convention Centers......Page 546
Cruise Ships......Page 547
SUSTAINABLE MEETINGS, CONVENTIONS, AND EXPOSITIONS......Page 548
CAREER INFORMATION......Page 549
TRENDS IN MEETINGS, CONVENTIONS, AND EXPOSITIONS......Page 550
KEY WORDS AND CONCEPTS......Page 554
SUGGESTED ACTIVITY......Page 555
ENDNOTES......Page 556
Chapter 13 Special Events......Page 558
WHAT EVENT PLANNERS DO......Page 560
Event Management......Page 562
The Event-Planning Process......Page 563
CHALLENGES AND TOOLS FOR EVENT PLANNERS AND MANAGERS......Page 566
CLASSIFICATIONS OF SPECIAL EVENTS......Page 567
Association Events......Page 568
Charity Balls and Fundraising Events......Page 569
Social Events......Page 570
Concerts and Sporting Events......Page 571
Mega Sporting Events......Page 572
Where Do Event Planners Work?......Page 574
Leadership Skills......Page 575
Project Management Skills......Page 576
Negotiating Skills......Page 577
Ability to Multitask......Page 579
Ability to Form Contacts......Page 580
SPECIAL EVENT ORGANIZATIONS......Page 581
Meeting Professionals International......Page 582
Local Convention and Visitors Bureaus......Page 583
SUSTAINABILITY IN SPECIAL EVENTS......Page 585
THE SPECIAL EVENTS JOB MARKET......Page 586
TRENDS IN THE SPECIAL EVENTS INDUSTRY......Page 587
SUMMARY......Page 589
REVIEW QUESTIONS......Page 590
ENDNOTES......Page 591
Chapter 14 Leadership and Management......Page 594
Characteristics and Practices of Leaders......Page 595
Definitions of Leadership......Page 596
Examples of Excellence in Leadership......Page 598
Demands Placed on Leaders......Page 600
What Is Management?......Page 606
Who Are Managers?......Page 607
Key Management Functions......Page 608
Managerial Skills......Page 609
The Manager’s Changing Role......Page 610
SUSTAINABLE LEADERSHIP......Page 612
DISTINCTION BETWEEN LEADERSHIP AND MANAGEMENT......Page 613
ETHICS......Page 614
Ethical Dilemmas in Hospitality......Page 615
TRENDS IN LEADERSHIP AND MANAGEMENT......Page 617
REVIEW QUESTIONS......Page 620
ENDNOTES......Page 621
C......Page 624
D......Page 625
F......Page 626
L......Page 627
P......Page 628
S......Page 629
W......Page 630
Y......Page 631
B......Page 632
C......Page 633
E......Page 635
G......Page 636
H......Page 637
L......Page 638
M......Page 639
P......Page 640
R......Page 641
S......Page 642
T......Page 643
W......Page 644
Z......Page 645
Credits......Page 646