Welcome to hospitality an introduction

Welcome to Hospitality …an Introduction 3rd Edition Welcome to Hospitality an Introduction 3rd Edition KAYE (KYE-SUNG) CHON, PH.D., CHE Chair, Professor, and Director School of Hotel and Tourism Management The Hong Kong Polytechnic University THOMAS A MAIER, PH.D President, TAM-Global Services Inc International Professor of Service Leadership and Innovation Rochester Institute of Technology in Dubai Australia • Brazil • Japan • Korea • Mexico • Singapore • Spain • United Kingdom • United States Welcome to Hospitality an Introduction, 3rd Edition Kaye (Kye-Sung) Chon and Thomas A Maier Vice President, Career and Professional Editorial: Dave Garza Director of Learning Solutions: Sandy Clark Acquisitions Editor: James Gish © 2010, 2000, 1995 Delmar, Cengage Learning ALL RIGHTS RESERVED No part of this work covered by the copyright herein may be reproduced, transmitted, stored or used in any form or by any means graphic, electronic, or mechanical, including but not limited to photocopying, 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Tucciarelli ISBN-10: 1-4283-2148-9 Art Director: Bethany Casey Delmar Maxwell Drive Clifton Park, NY 12065-2919 USA Cengage Learning is a leading provider of customized learning solutions with office locations around the globe, including Singapore, the United Kingdom, Australia, Mexico, Brazil, and Japan Locate your local office at: international.cengage.com/region Cengage Learning products are represented in Canada by Nelson Education, Ltd To learn more about Delmar, visit www.cengage.com/delmar Purchase any of our products at your local college store or at our preferred online store www.ichapters.com Notice to the Reader Publisher does not warrant or guarantee any of the products described herein or perform any independent analysis in connection with any of the product information contained herein Publisher does not assume, and expressly disclaims, any obligation to obtain and include information other than that provided to it by the manufacturer The reader is expressly warned to consider and adopt all safety precautions that might be indicated by the activities described herein and to avoid all potential hazards By following the instructions contained herein, the reader willingly assumes all risks in connection with such instructions The publisher makes no representations or warranties of any kind, including but not limited to, the warranties of fitness for particular purpose or merchantability, nor are any such representations implied with respect to the material set forth herein, and the publisher takes no responsibility with respect to such material The publisher shall not be liable for any special, consequential, or exemplary damages resulting, in whole or part, from the readers’ use of, or reliance upon, this material Printed in Canada 15 14 13 12 11 10 09 This page intentionally left blank Contents Preface xiii PART THE SPIRIT OF HOSPITALITY Ch 1: Welcome to the Hospitality Industry The Scope of the Hospitality Industry Business Profile: Post Hotel and Spa Professional Profile: Ian Schrager Service—The Mission and Product of Hospitality Business Profile: Starbucks A Day in the Life of A Front Desk Clerk Pursuing Opportunities in Hospitality Professional Profile: Michael Murphy End-of-Chapter Exercises 11 13 14 15 24 25 27 37 Ch 2: Travel and Tourism: Partners in Hospitality The Relationship of Hospitality to Travel and Tourism Business Profile: Alaska Airlines A Day in the Life of A Travel Agency Manager Professional Profile: Thomas Cook Marketing and Promoting Tourism and Travel Business Profile: The Cove Atlantis Resort Hotel Business Profile: Disney Theme Parks The Effects of Hospitality, Tourism and Travel Graduate Glimpse: Nandita Sharma End-of-Chapter Exercises 39 40 44 48 50 55 56 63 64 65 75 vii viii Contents PART LODGING 79 Ch 3: Dynamics of the Lodging Industry The Evolution of Lodging Facilities Classifying Lodging Properties Professional Profile: Barry Sternlicht A Day in the Life of … A Concierge Types of Lodging Ownership Marketing Business Profile: Hyatt Hotels and Resorts Graduate Glimpse: Ryan Eddy End of Chapter Exercises 81 82 85 88 95 97 103 107 108 113 Ch 4: Hotel Development An Overview of the Process Choosing the Right Location Business Profile: Four Seasons Hotel Business Profile: Las Vegas (Nevada) City Center Professional Profile: Steve Wynn Assessing Feasibility Fiscal Commitment to the New Hotel A Day in the Life of … A Market Analyst Design of the New Hotel End of Chapter Exercises 115 116 118 119 121 122 125 129 130 137 145 Ch 5: Hotel Management and Operations Basic Management Structure Graduate Glimpse: Jeremy Ashby A Day in the Life of The Chief Engineer Human Resources Management Issues Business Profile: Red Roof Inns Producing an Efficient and Profitable Operation Referrals and Ratings Systems End-of-Chapter Exercises 149 150 154 162 165 167 176 179 184 PART FOODSERVICE 187 Ch 6: Hospitality and the Foodservice Industry The Relationship of Market, Concept, and Menu Contemporary Commercial Foodservice Concepts Business Profile: Roy’s Restaurants Restaurant Ownership Professional Profile: Guy and Franck Savoy Business Profile: Howard Johnson’s Commercial Restaurants Within Other Businesses Business Profile: Kimpton Hotels 189 190 202 202 212 213 216 217 218 Contents Contemporary On-Site (Institutional) Foodservice 221 Graduate Glimpse: Michele Polci 227 End-of-Chapter Exercises 230 Ch 7: Introduction to Culinary Arts Historical Overview of Cookng and the Culinary Arts Elements of American and European Fine Dining Professional Profile: Auguste Escoffier Graduate Glimpse: Chef Profile: Mark Baker A Day in the Life of A Chef Menu Planning and Development The Production Cycle Social Issues End-of-Chapter Exercises 233 234 236 238 240 242 245 251 257 265 Ch 8: Beverage Management Trends in Beverage Consumption Wines Business Profile: “Pure”—Las Vegas Caesar’s Palace Hotel Professional Profile: Dom Perignon Business Profile: Rothschild’s Winery A Day in the Life of A Sommelier Liquors Malt Beverages Risk Management and Liquor Liability End-of-Chapter Exercises 269 270 276 276 282 286 291 292 297 300 304 PART SPECIALIZED SEGMENTS OF THE HOSPITALITY INDUSTRY 307 Ch 9: Meetings, Conventions, and Special Events Meetings, Conventions, and Expositions Opportunities in the Meetings Industry A Day in the Life of A Meeting Planner Business Profile: Loews Anatole Hotel Sports Management Career Opportunities Professional Profile: J Williard “Bill” Marriott End-of-Chapter Exercises 309 310 323 325 328 329 332 334 Ch 10: Recreation and Leisure Managing Leisure Segments of the Hospitality Industry Novel Lodging Facilities Clubs Health and Wellness Facilities Recreational Facilities 337 338 341 343 347 349 ix 480 Glossary room rack cards posted at small hotels showing the status of all guest rooms room service manager staff member that heads the room service department sous chef next in command to the chef spa any fitness or health-related resort room service operators staff members that take reservation orders over the telephone spa cuisine emphasizes the preparation of lowcalorie, low-fat entrees that feature an abundance of fresh fruits and vegetables and complex carbohydrates saucier sauté cook spirits screening interview interview used to eliminate applicants from consideration when too many people apply for a job split another name for distilled drinks half bottle of wine securitization process of issuing bonds to finance or refinance a loan spreadsheet electronic version of an accountant’s ledger book that not only records numeric information, but can also perform calculations with that information sender in the communication process, the person delivering the message standard purchase specifications food standards established by a restaurant; also called “specs” servers staff members that transport the food from the kitchen to the guest room stipend service encounter period of time in which a customer directly interacts with either the personnel or the physical facilities and other visible elements of a hospitality business sexual harassment occurs whenever any unwanted sexually oriented behavior changes an employee’s working conditions and/or creates a hostile or abusive work environment sexually offensive or hostile work environment situation in which an employee might be subjected to sexual comments, pictures, or actions that are deemed offensive, even though they may not threaten the person’s job or possibilities for promotion social membership a partial membership that enables the member to use specific aspects of a club, but not others socioeconomic economics relating to both sociology and solera system of blending sherries or ports from a mixture of several vintages to ensure consistency sommelier service an expert in wine selection and allowance provided for child care suite combined living space with kitchen facilities, or a bedroom section with an attached parlor symbolic image relationship between one’s self concept and the destination’s image tannins substances drawn from grapeskins and wooden barrels used for aging wine, which contribute an astringency to wine taverns establishments that serve some food but specialize in alcoholic beverages technology all the ways people use discoveries and inventions to satisfy needs; generally refers to industrial technology theme park recreational venue that is based on a particular setting or artistic interpretation; may comprise hundreds or thousands of acres of parkland and employ hundreds or thousands of workers in its operation total yearly expenses year record of all costs for the tour operators agencies that sell (usually escorted) tour packages to groups of tourists tour package composite of related services offered at a single price Glossary tour wholesaler company or individual that designs and packages tours tourism travel for recreation, or the promotion and arrangement of such travel tourism industry industry concerned with attractions and events that draw people to an area tourism offices organizations in charge of developing and implementing tourism programs for individual states; also referred to as destination marketing organizations tourists people who take trips of one hundred miles or more and who spend at least one night away from home trade show event held for informational exchanges among tradespeople, also called an exposition trading blocs associations, usually between or among governments, that encourage, regulate, and/or restrict elements of trade travel intermediaries travel middlemen or business firms that distribute travel products trends ments prevailing tendencies or general move- trough lowermost point in a business cycle turnover rate statistic calculated by dividing the number of workers replaced in any given time period by the average number of employees needed to run the business undocumented workers individuals who move from another country illegally, without permission to enter as either immigrants or refugees; also called illegal aliens 481 vacation ownership a fractional interest in a condominium or hotel room or suite that is designated for weekly usage by the owner and then offered in a booking pool to tourists on a yearround basis varietal the type of grape from which wines are made and for which they are named vintage year in which a wine’s grapes were harvested VIP very important person, usually a dignitary or other high-ranking official or regular customer that frequents an establishment wake-up call computer or manually placed call to a guest’s room to wake him or her at a set time walk-ins people who not have reservations well brand a lesser-quality product used to prepare drink orders at a bar wireless Internet local area network (LAN) that uses radio waves rather than wires word processor software that has replaced typewriters as the writing tool of choice workers’ councils labor unions and worker’s associations in Europe wort in beer-making, the liquid remaining after the mash is strained and filtered yield management practice of analyzing past reservation patterns, room rates, cancellations, and no-shows in an attempt to maximize profits and occupancy rates and set competitive room rates yuan Chinese currency This page intentionally left blank Index Page numbers in italic indicate figures or tables Numbers 60 Minutes, 275 100-point scale, wine and, 289–290 A AAA (American Automobile Association), 181 ABA (American Bus Association), 43 Abeku hotels, 93 Abilities, identifying required, 26–30 See also SCANS Access control, biometric systems and, 427 Accessibility, hotel design and, 140–143 Accessibility, restaurants and, 257–258 Accounting department, hotel, 155 Acquisitions, 422, 429 Action, in gambling, 383 Action on Smoking and Health (ASH), 437 Administrative departments, 150–156 accounting, 155 general management, 150–154 human resources, 155, 164–165 marketing and sales, 155–156 Age Discrimination in Employment Act (ADEA) of 1947, 171–172 Aging, of wine, 278 Airline pilot, 47 Airlines, on-site food services to, 226 Airport properties, hotel development and, 120 Alaska Airlines, 44 Alcohol, defined, 274 Alcoholic beverages, 274–276, 279–282 current consumption of, 275 distilled drinks, 275, 292–295 health and, 275–276 Alcohol management, server training and, 303 All-suite hotels, described, 89–90 Ambiance, hotel design and, 143–144 Amenities, defined, 14 Amenities, high-tech and, 43–45 Amenity spas, defined, 347 America 1980 Program, 28 American Bus Association (ABA), 43 American Consumer Satisfaction Index (ASCI), 418–419 American Culinary Federation (ACF), 32 American Hotel and Lodging Association (AH&LA), 32 American Hotel and Motel Association (AH&MA), 444 American Plan (AP), described, 92 American Society of Association Executives (ASAE), 328 American Society of Travel Agents (ASTA), 43, 73 American’s Use of Time, 338 Americans with Disabilities Act of (ADA), 141–143 hotel design and, 141–143 meetings and, 328–329 restaurants and, 257–258 Title I, 172–174 “America’s Choice in Chains,” 214 Anheuser-Busch’s O’Doul’s, 273, 298 Antifraud passports, 58 Aperitifs See Appetizers, dessert wines Appellation d’Origine Contrólée, 283 Appetizers, dessert wines and, 289 Apprenticeship, culinary, 244–245 Architect, job description, 137, 139 Architectural and Transportation Barriers Compliance Board, 141 Artisan, 47 ASAE (American Society of Association Executives), 326 Ashby, Jeremy, 154 Assistant housekeepers, 160–161 Assistant casino manager, 386 Assistant controller, described, 152 Assistant manager, executive, 153 Assisted-living centers, 331 Associations, meeting requirements through, 28 ASTA (American Society of Travel Agents), 43, 73 Attractions, development of, 124–125 Australia, wine production and, 285 Auto and Recreational Vehicle Rental Agency Manager, 47 B B&B (Bed-and-Breakfast), 341–342 Baby boomers, 356 Back of the house foodservice, 228, 420–421 staff, defined, 150 technology and innovation and, 420–421 Back waiter, described, 242 Baggage porter, 47 Baker, 47 Baker, Mark, 240 Ballast water, 361 Banquet captain, 47 Banquet table worksheet, 335 Bars, trends in, 276 Bartenders, 295–296 Basic skills, needed in business, 29 Bed-and-breakfast (B&B), 341–342 Beer See also Malt beverages beer making, 296–297 brands, top, 271 imported, 298 nonalcoholic, 273–274 sale of, 299 trends in, 300 Bell captain, described, 158–159 Bellhops, described, 158 Benefits packages, hotel, 166–169 Beverage alcohol, 274–276 Beverage industry alcoholic, 274–276 brands, top, 271 component, 13–14 nonalcoholic, 271–274 trends in consumption and, 270 Beverages alcoholic, 274–276 nonalcoholic, 271–274 taxes and, 276 trends in, 270–276 Bilge water, oily, 361 Billboards, 111 Biometric systems, 427 Blackstrap rum, 293 Blog, Bill Marriott’s, 332 Bottled water, trends in, 272–273 483 484 Index Bourbon whiskey, 293 Boutique hotels, 13 Brandy, 294–295 Break-even analysis, 177–178 Break-even occupancy, 178 Break-even point, defined, 177 Breweries, 297 Brewpub, 298 Brigade de cuisine, 236 Brut, defined, 288 Budget properties, 96 Buffet food services, 196 Business amenities, computers and, 45, 159–160, 410–411 basic skills, 29, 444–445 communication, 440–442 computers, 410, 442–444 cycles, 404–405 globalization of, 67–68 technology and innovation and, 319–320, 331, 407–411, 420–427 Business, on-site foodservice in, 225 Business Roundtable, on ethical guidelines, 434 Business travel, 43–52, 104–105 and videoconferencing, 426–427 Business travelers, 45–46, 50–52, 104–105 Business travel specialist, 47 Butts, in wine making, 285 C Cabinet wines, 284 Caesar’s Palace Hotel, 276 Cafeteria food service, 196–197 Cages, casino, defined, 377 California Culinary Academy, 244 California wineries, 285–287 Call brand, defined, 296 Campground manager, 47 Cannibalize, market shares, 272 Captain, described, 242 Captive, defined, 222 Caravanserai, Car rental, automated, 410–411 Career objective, 403 Careers See also Job hunting, Interviewing casino’s and, 385–393 cruise ship industry and, 361–362 event planning and, 313 hospitality and, 26–33 meeting planners and, 324–327 objectives, defined, 403 steps in, 445–452 Carême, Marie-Antoine, 236, 238 Carhop food service, 199 Carlson Companies, 405 Carrying capacity, defined, 72 Cash register, electronic, 296 Casino host, 384 Casino hotel, described, 91–92 Casinos See also Gambling American casinos, current status, 373–375 Asian history of, 367–368 budgets and finance, 383 comps and, 383 computers and, 380 customers, 383–385 differences and similarities between hospitality and, 379–382 European history of, 368–370 Native American history of, 372 North American history of, 370–372 organizational structure, 385–393 performance metrics, 392 prime objective of, 380–381 power structures, 382–383 Riverboat history of, 373 security and surveillance, 382 South American history of, 370 Casino manager, 385–388 Casino supervisor, 386 Casual dinnerhouses, 204–205 Catering, 211–212 Catering manager, described, 152 Centralized reservation system, 100, 157, 181 Certified Hotel Administrator (CHA), 32 Certified public accountant (CPA), 155 Certified Tour Professional (CTP), 32 Chain ownership, 98–103, 212–215 Chains classification, 98 company owned and operated, 101 consumers choice, 214 economy, top, 113 largest corporate, 99–100 largest management companies, 101 management of, 33 ranked by country, 405 restaurant, 207–208, 212–215 Champagne, Dom Perignon and, 282 Champagnes See Sparkling wines Chardonnay nonalcoholic wine, 274 Charter operator, defined, 49 Château Lafitte Rothschild, 286 Châteaux, 342–343 Check-in and check-out, 157–158, 410 Chef, 237, 240–241 American Culinary Federation certification, 32, 246 Chef de cuisine, 47 Chef d’entage, 239 Chef de rang, 242 Chef de salle, 2239 Chef de vin, 291 Chefs de partie, described, 239 Chief engineer, described, 162 Chief of security, described, 162–163 Child care programs, hotel, 169 China, and tourism, 71 Chips, in gambling, 381 City clubs, 345 Civil Rights Act of 1944, Title VII, 170 Cleanliness, workplace and personal, 259–260 Cleanup, restaurant, 257 Cliff Spa, 348 Club management, 26 Club Management, trade journal, 346 Club manager, 47 Club Managers Association of America (CMAA), 346 Clubs, 343–346 management certification, 346 membership in, 344 service at, 346 types of, 344–346 Coffee, trends in, 272 Coffeehouses, 210–211 Collective bargaining, 176 Colleges, on-site foodservice in, 224–225 Colonial taverns, described, 82–83 Commercial foodservice, 217–220 Communication, 159–160, 440–442 business, 440–442 systems, hotel, 159–160 Company-owned and operated ownership, 101 Competencies, defined, 27–28 See also SCANS Computer age technologies, 410–411 Computerized production management, 410 Computerized reservation system (CRS), 180–181 Computers in casinos, 380 databases, 443–444 front of the house and, 422 meeting business and, 320 production management and, 410 skills needed for using, 442–444 Concession management, 329 Concession manager, 47 Concierge, 95, 284 Coney Island, 531 Conference centers, 318 Congress, defined, 52 Consortia, 98 Construction, hotel development phase, 118, 128 Consumers See Customers Contamination, preventing, 260 Index Contraction, phase of business cycle, 404–405 Contribution margin, 248 Cornell Hotel and Restaurant Administration Quarterly, 20 Controller, described, 155 Convenience stores, 220 Convention, defined, 311 Convention and visitors bureaus (CVBs), 59–60, 316–318 Convention centers, 316 Convention hotels, described, 90 Convention manager, 47 Conventions, 310–311 See also Meeting industry; Travel industry distinctions between expositions and meetings, 310–323 economic impact of, 51, 65–66, 313, 317, 322 influences on, 315–321 growing revenue source, 313–314 Convention services, described, 152 Convocation of National Hospitality and Tourism Industry Association, 28 Cook-chill foods, 223 Cook, Thomas, 50 Cooking, history of, 234–235 Cooking food safely, 259–260 recommended temperatures, 259–260 Corporate travel managers, 49 Correctional institutions, on-site food services to, 226 Cosmopolitan magazine, 45 Costs See also break-even point controlling, 136–137 determining, 128–129 development and preopening, 134 leakage, 67–68 operating, 134–136 opportunity, 66–67 Council on Hotel, Restaurant and Institutional Education (CHRIE), Counter food service, 197 Country clubs, 344 The Cove Atlantis Resort Hotel, 56 Craftperson and artisan, 47 Credit manager, described, 155 Cruise director, 47 Cruise Industry Association of America, 358 Cruise Lines International Association (CLIA), 358 Cruises, defined, 357 Cruise ship industry amenities, 358 career opportunities in, 361–362 competition in, 362 customer profile, 358 environment, 360–361 facilities, 358 growth of, 358 overview, 357 safety and security, 360 technology and, 360–361 Cruvinet, 290–291 Cuisines, defined, 13 Culinary arts, history of, 234–235 Culinary education and apprenticeship, 244–246 Culinary Institute of America, 244 Cultural attractions, travel and, 53 awareness and preservation, 69–72 diversity, 172, 418 Culture, diversity of, 172, 418 Cunard, Samuel, 359 Currency rates, 405–406 Customers computerized service, 410–411 expectations of, quality service fulfilling, 16, 222–223, 418–420 future, 191, 247–248, 358, 416–417 menu planning for, 247–248 perception of value, 16–17, 21–22 psychographic factors and, 105, 338, 381 satisfaction, principles of achieving, 22–25 D Database management, 253, 443–444 See also Computers Databases, defined, 443 See also Computers Dealers, in casinos, 390–391 Debt service, defined, 134 Deepening of time, 338 Delivery food service, 198–199 Delta Chelsea Inn, 112 Demand, elastic, defined, 51 Demi-chef de rang, described, 242 Demographics, 405–407, 413–414 food service industry and, 196, 205, 270 overview, 405 trends in, 405–407 twenty-first century, 413–414 Demonstration effect, defined, 69 Denominazione di origine controllata, 284 Denominazione di origine controllata e guarantita, 284 Denominazione di origine simplice, 284 Design, hotel development and, 138–144 Designated driver programs, 302 Dessert wines, and appetizers, 289 Destination development specialist, 47 485 Destination image modification, 61–62 Destination marketing organizations (DMOs), 59 Destination restaurants, 191 Destinations business activities, 50–52 choosing, 50–55 cultural activities, 53 development, 55–56 economic gains and, 65–66 for education, 53 ethics and law, 326 for events, 54 government’s role in, 56–57 for health, 54 for historical significance, 53–54 friends, visiting, 52–53 functional image of, 62–63 images, 60–64 leisure-time, 51–54 marketing, 57–61, 431–432 for nature, 53 for recreation, 53 relatives, visiting, 52–53 for religious purposes, 54 sources of, 60–61 symbolic image of, 60–64 tourist satisfaction and, 61–62 Dietary Managers Association, 34 Diners, 198 Dining, elements of American and French, 236 Dining rooms contemporary, 242–243 organization, 239 Director of Engineering, described, 152 Director of Food and Beverages, described, 152 Director of Human Resources, described, 152 Director of Marketing, described, 152 Director of Operations, described, 152 Director of Sales, described, 152 Direct spending, defined, 66 Discretionary spending, 404 Disney, Walt, 63 Disney theme parks, 63–64, 350 Distilled drinks, 275, 292–295 Distilleries, defined, 294 Diversity management, 172 Diversity training, 172 Dollywood, 109, 350 Domestic specialty beers, 297 Dom Perignon, 282 Doorkeeper, 47 Doux, defined, 288 Downtown properties, hotel development and, 120–122 Draft beer, 299 486 Index Dram shop legislation, 302 Drive-through food service, 199 Drop, as gross revenue, 380–381 Dry, wines, 279 Dude ranches, 351 E Economic properties, described, 94–96 Economics, defined, 406 Economy boom times, 129–130 business cycles, 129–133 chains, 86–87, 112–113 fluctuations, guest responses to, 84–85, 405–406 globalization of, 404–406 measurement, 433 properties, 94–96 recession, 131–132 slowdowns in, 130 Ecotourism, 73, 431–432 Ecotourism Society, 431 Eddy, Ryan, 108 Education culinary, 244–246 managers and meeting planners, 328 meeting requirements, 30–32 skills, acquiring, 444–445 Educational travel, 53, 356 Education Foundation of National Restaurant Association, 32 Eggbeer, William, 331 Elastic demand, defined, 51 Elder care, hotel employees and, 169 Elderhostel, described, 53, 92 Electronic cash register, 296 Electronic liquor dispenser (ELD), 295 Electronic voice-mail systems, 159 Elks clubs, 346 Employee assistant programs (EAPs), 169, 457 Employee response, 18–19, 37–38 Employees diversity and, 35, 172, 418 guest interactions and, 18 minority, 416–417 older, 12 with special needs, 415–416 undocumented, 174 women, 417 Employment Eligibility Verification Form, 175 Employment practices, ethics and, 459 ENCORE property management system, 409 Energy efficiency, 136 Entertainment amenities, computers and, 410 Entertainer, 47 Entremetier, 240 Entrepreneur, defined, 26 Environment cruise ships and, 360–361 ethical issues, 72–73, 354, 360–361, 412, 430–432 food industry and, 262–263, 287 impact of tourism, 72–73 meetings and, 319 preservation, 354 Environmental regulations, 430–432 Equal employment opportunity, 459 Equal Pay Act of 1943, 170 Equipment, menu planning and development, 247 Escoffier, Auguste, 238 Ethics, 8, 326, 434–434, 459 Ethnic groups food service market, 13, 192, 205, 219–220 in hospitality industry, 174, 414, 416–417 Ethnic restaurants, 205 Ethyl alcohol, 274 European Plan (EP), described, 92 Events, 54 distinctions between conventions, meeting and, 310–323 influences on, 315–321 management, 26, 311–313 travel and, 54 Excursionists, defined, 40 Executive assistant manager, 153 Executive housekeeper, 160 Exhibition carver, 47 Exhibitors, working with, 328 Expansion, phase of business cycle, 133, 404 Exponential, 228 Expositions See also Meeting industry defined, 52 distinctions between conventions and meetings, 310–323 economic impact, 313–314 growing revenue source, 313–314 Extended-care centers, 330 F Familiarization trips, 43 Family and Medical Leave Act of (FMLA), 169–170 Family lifestyles, changing, 69 Family restaurants, 205–206 Family-style food service, 197 Fast food, 191 See also Quick service Feasibility analysis, hotel development, 125–129 Feasibility assessment competition and, 126–127 demand and, 127 facilities and services and, 127–128 financial estimates and, 128–129 market area and, 125–126 site and, 127 Feasibility study, 126 Fees, 411–412 Fermentation, defined, 278 Fermented beverages, 274 Fill, defined, 388 Fine dining, 202–204s American and European, 236–245 restaurant and, 202–204 Fish station chef, 240 Fitness clubs and centers, 348–349 Flagler, Henry, 83 Flavored wines, 281 Floor plans, guest room, 139 Floor supervisors, 160 Food cleanup and warewashing, 257 courts, 219 preparation of, 255–256 pre-preparation, 255 purchasing, 252–253 receiving, 253–254 safety, 259–260 sculpting, 235 service, 164–165 storing and issuing, 254 temperature danger zone, 260 and wines, 288–292 Food and beverage analyst, 47 Food and beverage controller, described, 152 Food and beverage management, described, 33 Food and beverage operations, hotel, 13 Food courts, 219 Food industry See also Hospitality; Restaurant cook-chill foods and, 223 component, 13–14 concept and, 192–194 environment and, 262–263, 287 market segments, 190–192 on-site operations, 221–228 theme and design, 194 Food-labeling laws, 263–264 Food preparation, production cycle, 251–257 Foodservice, 164–165, 187–228 age marketing, 191–192 class marketing, 192 commercial versus on-site foodservice, 221–222 contemporary concepts of, 192–194, 202–212 dinnerhouses, 204–205, 231 Index elements of operation, 192–194 ethnicity and, 205 facility size and, 193 forms of, 196–199, 256 geographic location, 191 hours of operation, 194 location and, 193–194 market segments, 190–192 menu, 200–202 overview, 189 quality of service, 199–200 social class and, 192 social issues, 257–264 technology and innovation in, 420–423 theme and design and, 194–195 trends in, 428–430 Foodways, defined, 418 Forecasting market variables defined, 128 menu items, 251–252 Foreign Food Specialty Cook, 47 Fortified wines, 281 Four Seasons Hotel, 119 France, wine production and, 283 Franchise agreements, 101, 118 Franchisee, 101–102, 215 Franchise-licensed, 101–102 Franchise restaurant, 215–216 Franchisor, 101, 215 Fraternal clubs, 346 Free pouring, 296 French culinary tradition, major figures, 236 Frequent flyer and guest programs, 43–44 Frey, William, on cultural diversity, 418 Front desk clerk, 24, 47 operations, 157–160 Front office manager, described, 33, 152 Front of the house foodservice, 421–422 staff, defined, 150 technology and innovation, 421–422 Front waiter, described, 242 Frontierland, 350 Fujiya Hotel, 22 Full Pension, 92 Full-service properties, 93–94 Functional image, destination, 62–63 Fusion cuisines, 13 G Gambling See also Casinos history of, 367–373 behavior, 378–379 ethics of, 378 gaming versus, 355 legalized, 366–367 major players, in America, 375–377 overview, 355 pros and cons of, 377–379 Gaming, defined, 355 Gaming management, 26 Garde manger, 237, 240 GDS (global distribution systems), 426 General manager, hotel, 150–153 Generation X (Gen-Xers), 12 Germany, wine production and, 284 Gestalt evaluation, of service, 18–19 Gin, 294 Glamour magazine, 45 Global distribution systems See GDS Godbey, Geoffrey, 338 Government casinos and, 366–367 destination development and, 56–57 funds, and tourism, 56 Government regulations, 57, 411–413 Grand Teton Lodge Company, 356 Graveline, Dan, 316 The Great Good Place, 208 Green card, 174 Greeting, guest arrival and, 158–159 Grievances, 176 Grillardin, 240 Grill cook, 240 Grill food services, 206–207 Gross domestic product (GDP), defined, 76 rising, 404–405 Gross operating profit, defined, 103 revenue, defined, 103 statement of income, sample, 146 Guest See Customers Guest histories, 409 Guest history clerk, 47 Guest house and hostel manager, 47 Guest houses, described, 91 Guest services, technology and, 410–411 Guide, tour, 47 H Half pension, described, 92 Hand measured pouring, bartending and, 296 Handling food safely, 261 Hawaii, tourism and, 40–42 Hazard Analysis—Critical Control Points (HACCP), 262–263 Hazardous waste See Waste Head accountant, described, 155 Head waiter, described, 242 Harrah’s New Orleans, 374–376 Health alcoholic beverages and, 275–276, 303 eating and, 263–264 487 risks, obligation to inform, 326 travel and, 326 Health-care facilities, types of, 331–333 long-term, 330–331 organizations, on-site foodservice in, 223–224 wellness facilities, 347–349 Health spas, 347–348 Heritage Interpretation International (HII), 73 Heuvel, Joe Vandel, 355 High rollers, in casinos, 384–385 Highway motels, development of, 86, 123 Hilton, Conrad, 102 Hilton Hotels, tuition reimbursement, 34 Historical places, travel and, 53–54 Hol Chan Marine Reserve, 72 Holiday Inn Rate Optimization (HIRO), 409 Holiday Inns, tuition reimbursement, 34 Hops, beer making and, 297 Hospe, defined, Hospitality education, trends in, 30–32 Hospitality industry career ladders, 33 career requirements, 26–32 career steps in, 445–452 case study in, 38 components of, 9, 12–14 delivery and nature of, 14–22 demographics, 406–407 economic climate, 404–406 economic costs of, 66–67 economic gains, 65–66 environmental regulations, 430–432 ethics in, 8, 434–434 event planning, careers in, 313 future of, 413–427 global economy and, 67–68 global forces and, 9–12, 403 growth of, 433 history of, 3, 6–9 international development, 432–433 language skills, 30 law and regulation of, 8, 411–413 legal issues, 413 lifecare communities and, 333 long-term residential health care and, 330–331 managing leisure segments of, 338–341 marketing and promoting, 110–112 opportunities in, 25–26, 228, 447–452 organizations promoting, 57–60 products of, 14–16 programs, key attributes, 31 488 Index Hospitality industry (continued) promotion of, psychographic data and, 104–105 revenue source, 313–315 service and, 14–25 sociocultural impact of, 68–73 socioeconomic trends, 406–407 sports management and, 329–330 symbol of, taxes and fees, 411–412 technology and innovation and, 407–411 tourism network and, 9–14, 40–46 trends, 428–433 twenty-first century demographics and, 414–414 unions, 413 workforce issues, 12–14, 414–418 Hospitality programs, attributes of, 31–32 Hospitality promotion, psychographic data and, 104–105 Hospitum, defined, Hostels, described, 8–9, 92 Hostile work environment, 170 Hotel, 88 administrative departments, 150–156 associations, meeting requirements through, 32–34 catastrophe plans, 164 chains, ranked by country, 405 communication systems, 159–160 controller, 155 environmental regulations and, 430–432 housekeeping, 160–163 laundry and dry cleaning services, 161 maintenance and engineering, 161–163 room preparation, 160–161 information services, 160 organization chart, 151 profitable and efficient operation of, 176–179 rating systems, 143–145, 181–182 referral associations, 179–180 referrals and rating systems, 179–182 reservation systems, 180–181 room rates, setting, 178–179 service departments, 156–165 uniform system of accounts for, 177 Hotel and Motel Management, 450 Hotel design, 137–144 accessibility, 140–143 ambiance and, 143–144 Americans With Disabilities Act and, 141–143 back of house, 139–140, 420–421 front of house, 138–139, 421–422 guest room floorplans, 139 rating, 141, 181–182 Hotel development commitment to, 117 conceptualization and, 116–117 design and construction of, 137–144, 118 feasibility analysis and, 117 feasibility assessment, 125–129 investments for, 129–137 location selection, 118–125 opening of, 118 overview, 115 process of, 116–118 Hotel foodservice See Foodservice Hotel general manager, 150–153 Hotelier, defined, 84 Hotel management See Management Hotel manager, 47 Hot rock massages, 79 Housekeeping manager and director, 152 Howard Johnson Company, 216 How to Find Information about Companies, 448 Human Resources department, hotel, 165–169 Human resource director, 457 Human resources legislation, 169–174, 412 Age Discrimination in Employment Act (ADEA) of 1947, 171–172 Equal Pay Act of 1943, 170 Family and Medical Leave Act of 1973, 169–170 protection from sexual harassment, 170–171 Title I of the Americans with Disabilities Act (ADA), 172–174 Title VII of the Civil Rights Act of 1944, 170 Human resources manager, 26, 155 Hunter, Bob, 458 Hyatt hotels and resorts, 107 I Identification, biometric systems and, 427 Illegal aliens, defined, 174 Image functional and symbolic, 62–63 importance of, 60 sources of, 60–61 tourist satisfaction and, 61–62 Immigration, 174–175, 412–413 Employment Eligibility Verification Form, 175 Imported beers, 298 Inbound operators, defined, 49 Incentive houses and travel, 49 Incentive travel specialist, 47 Independent ownership, 97–98, 212 Independent restaurants, 212, 214 Indirect spending, defined, 66 Industry, on-site foodservice in, 221–222, 225 Industry training specialist, 47 Informational interview, defined, 451 Information services, hotel, 160 Information system network, 409 Infrastructure, defined, 56 Infusion, liqueurs and, 295 Innovations, 319–320, 360–361, 407–411, 420–427, Institutional foodservice, 222–223 Intangible product, described, 15, 108 Intermediate-care centers, 331–332 International Association of Convention Bureaus (IACB), 328 International development, 57–58, 432–433 International Executive Housekeepers Association, 34 International tourism trends, 405 Internet foodservice and, 422 job hunting and, 447 lodging accommodations and, 159, 424–425 Internship programs, 451–452 Interviewing, job hunting and, 455–460 See also Careers; Job hunting; Screening interview Investment practices, 129–130 Investors, hotel development and, 129–134 Ipods, 165 Irish whiskey, 293 Issuing food, 254 Italy, wine production and, 284 J Jackson Hole Preserve, Inc., 356 Japanese abeku hotels, 93 Job coach, described, 173 Job hunting See also Interviewing; Resumés career objectives and, 446 discovering opportunities, 228, 447–452 recommended reading for, 449 self-evaluation of skills and, 445–446 skill sets, acquiring, 444–445 steps in, 445–452 Johnson, Howard Brennan, 216 Johnson, Howard Dearing, 216 Juice drinks, trends in, 273 Junkets, 385 Index K Kabinett wines See Cabinet wines Kaesalak, described, 235 Kahns, regulation, Kill-devil rum, 293 Kimpton Hotels, 218 Kindles, Kirk, 98 Kiosk hardware, 45 Kitchen, standard recipe file, 251 Kitchen brigade system, 236–241 Kitchen supervisor, 47 Kiwanis, 346 Knutson, Bonnie J., 20–21 L Labor-intensive industry, defined, 26 Labor unions, 176 Language classes, 30 Lascaux Cave, 72 Laundry, hotel, 161 Laundry manager, described, 161 Laundry room attendants, described, 161 Las Vegas city center, development of, 121 Le Viandier, 236 Leakage costs, 67–68 Legalized gambling, 71, 366–367, 371 Legislation, human resource, 169–174, 412 Leisure, defined, 339 Leisure hospitality industry, 338–341 advent of professionals in, 340–341 managing, 338–339 Leisure-time destinations, 52–54 Lesches, 6–7 Letters, job hunting and, 453–455 Leven, Mike, on group business, 315 Library, job hunting and, 447–448 Lifecare communities, 332–333 hospitality industry and, 333 Lifeguard, 47 Lifelong learning, meeting requirements through, 34–35 Lifestyle changes, 69 healthy, 271, 347 trends, 270 Limited-service properties, 94 Liqueurs, 295 Liquor, described, 275 Liquor liability, legislation, 300–301 Liquors, 292–296 Lite beers, 271 Location foodservice businesses, 191, 193–194 hotel development and, 193–194 Lodges, described, 84, 91 Lodging bed-and-breakfast, 341–342 châteaux, 342–343 descriptive labels, 92 design, basic, 138 facilities, 82–85, 341–343 future of, 430 marketing of, 103–113 overview, 81–82 ownership, types of, 90–91, 97–103 properties, classification, 85–96 technology and innovation and, 423–425 types, 91 Lodging industry, 12–13, 81–113 economic fluctuations influence on, 84–85 evolution of, 12 expansion of, 315–316 influence of transportation technology on, 83–84 levels of service in, 91–96 market price levels of, 96 trends, 430 Loews Anatole Hotel, 328 Long-term health care, 330–331 Loss prevention, 136–137 Lounge manager, 47 Low rollers, in casinos, 384 Luxury hotels, described, 93, 96 M Maceration, liqueurs and, 295 Mtre d’hotel, described, 242 Malt beverages, 296–300 beer making, 296–297 Scotch whiskey and, 292–293 Malting, described, 296 Management, 149–182, 269–303, 311–312, 329–333, 425–426 case study, 185 casino, 385–393 club, 346 companies, and fees, 103 contracts, 102–103, 133 diversity, 172 events, 311–313 general, 150–154 hospitality industry, computer support of, 180–181 hotel, 149–182 accounting, uniform system of, 177 administrative departments, break-even analysis and, 177–178 immigration issues, 174–175, 412–413 setting room rates, 178–179 human resources, 165–176 key positions, and salaries, 152–153 legislation, 169–174 489 management issues, 165 operations, 176–179 opportunities in, 25–26 overview, 149 recreation, 340–341, 343 revenue, 411, 425–426 service departments, food and beverage, 164–165 front desk operations, 157–160 housekeeping, 160–163 security, 163–164 structure, basic, 150–165 technology and, 409–410 unions, 176 Management companies, 101 Management contract, 102–103 Managers, corporate travel, 49 Managers office, technology and innovation and, 422–423 Manor Healthcare Corp., 331 Manzanar War Relocation Center, 53 MAP (Modified American Plan), 92 Marina manager, 47 Market analyst, 130–131 Marketing business guests, 104–105 defined, 55, 103 destination development, 55–56 familiarization trips, 43 frequent flyer and frequent guest, 43 green, 431–432 packaging, 109 partnerships, 110 programs, 109–110 promotions, 110–112 high-tech amenities, 43–45 leisure guests, 105–106 lodging, 103–113 methods, 109–112 positioning, 112 sales, 154–156 taxes, 60, 66 tour packages, 42, 47–49 trends in, 112 women business travelers, 45 Marketing department, hotel, 155–166 Marketing plan, 106–108 Market price levels, of lodging industry, 96 Market segmentation, 104–106 advantages of, 106 broad, 104 disadvantages of, 106 food service, 190–192 leisure, managing, 338–339 on-site foodservice, 221–227 Marriott, J Willard “Bill,” 332 Massages, hot rock, 79 McDonald’s, 34, 207–208 490 Index McGrath, Joseph R., 314 Mechanicals (slots), 393–394 Meeting, defined, 311 Meeting industry airlines and, 314–315 business, defined, 311 competition within, 324 computers and, 320 distinctions between, 310–323 economic impact of, 321–331 environmental friendly, 319 influences on, 315–321 informing of destination health risks, 322 international, 323 opportunities in, 323–329 physically handicapped and, 327–329 planning, organization and execution, 324 reasons for growth of, 314–315 regional marketplace, 322–323 as growing revenue source, 313–314 technology and, 319–320 Meeting planners, 47, 320–331 associations, 326–328 career transitions, 326 defined, 49 exhibitors and, 327 informing of destination health risks, 322 role of, 49–50, 324–326 Meeting Planners International (MPI), 315, 326 Meetings, conventions, and expositions (MICE), 309 Meetings and conventions, 51–52, 310–323 Mega-resort, described, 368 Menu design, 250 engineering, 201, 248–251 limited, benefits of, 248 mix, 250, 265 planning and development, 245–251 restaurant types and, 247 Menu mix, 250, 265 Mergers, trends in, 376, 429 MGM Mirage, 376 Michelin guides, Microbreweries, 296–299 Middlemen, defined, 45 Middle rollers, in casinos, 384 Midpriced properties, 96 Military, on-site food services to, 226 Military clubs, 345 Millennial generation, 12 Miller Brewing Co.’s Sharp’s, 273 Million Dollar Directory, 449 Minority workers, 416–417 Mise en place, described, 243 Modified American Plan (MAP), 92 Mondavi, Robert, 287 Mondavi, Tim, 287 Morrison, Alastair, on marketing, 109 Motel foodservice, 217–219 Motels, 88–89 development of, 86 Motor coach operator, 47 Motives, basic and secondary, 53 Muir, John, 354 Multiplier effect, defined, 66 Multiunit foodservice firms, 217 Murphy, Michael, 27 Museum curator, 47 Must, in winemaking, 278 N Napier, Robert, 359 National Problem Gambling Help Line Network, 379 National Quality Research Center, 418 National Restaurant Association, 32, 303, 318, 323 Responsible Alcohol Service, 303 National Restaurant Show, 323 National Tour Association (NTA), 32, 43 National tourism organizations, (NTOs), 58 National Tourism Policy Act of 1961, 59 National Trade and Professional Associations of the United States, 449 Nation’s Restaurant News, 210, 450 Necessary leakage, 68 Neighborhood restaurants, 208–210 Networking, defined, 449 Networks, hospitality industry tourism, 9–14 information system, 320, 409–410 job hunting and, 449–452 Nevada, legalized gambling in, growth of, 371 New Jersey, legalized gambling in, growth of, 372 Nonalcoholic beer and wine, trends in, 273–274 Nonsmoking rooms, converting to, 135 Norby, Tom, on the resort business, 352 Nutritional analysis, 223, 227, 263–264 Nutrition Labeling and Education Act, 263 O Occupancy rate, defined, 85 O’Doul’s nonalcoholic beer, 273 Oily bilge water, 361 Oldenburg, Ray, 208–209 The Old Inns of England, 82 On-line distribution, 25, 425–426 On-site foodservice, 221–227 commercial boundaries and, 221–222 segments in, 223–227 Operating costs, 135 Opportunity costs, defined, 66 Organization for Economic Cooperation and Development (OECD), 58 Overbooking, described, 157 Ownership, lodging, types of, 90–91, 97–103 P Pacific Asia Travel Association (PATA), 58 Packaging, described, 109 Pantry chef, 237, 240 Park ranger, 47 Partnerships, marketing and, 110 Passports, antifraud, 58 Pastry chef, 47 Pâtissier, 240 Paymaster, described, 155 Payrolls, computer produced, 443–444 Peak, phase of business cycle, 404 Penn National Gaming, Inc., 377 Penny, James C., 16 Pension programs, 167–168 Perignon, Dom, 280, 282, 383 Personal cleanliness, 259–260 Personal qualities, needed in business, 29 Physically handicapped, meetings, 327–329 Pineapple, as universal symbol, Pink River Dolphin Reserve, 55, 73 Pit manager, in casinos, 389 Place marketing, 109 Plant manager, described, 163 Point-of-sale (POS) system, 296 Point-of-sale terminals, functions performed by, 256, 421–422 Poissonier, 237, 240 Polci, Michele, 227 Political forces, hospitality industry and, 412–414 See also Unions Popular beers, 299 Portugal, wine production and, 284–285 Positioning, defined, 112 Post Hotel and Spa, 11 Premium beers, 299 Preopening expenses, described, 134 Pre-preparation of food, 255 Price, food market clients and, 192 Price-value relationship, 192 Primary motives, for travel, described, 53 Product, 14–24 Copyright 2009 Cengage Learning, Inc All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Index delivery issues, 16 tangible and intangible, 14–16 Production cycle, of food preparation, 251–257 Production management, computer assisted, 410 Professional Convention Management Association (PCMA), 34, 326 Professional development, networking and, 449–452 Profitability, margins of, 248 Profit-sharing lease, defined, 102 Programs, marketing, 109–110 Prohibition, 285 Promotion and public relations, 47 Promotions, described, 110–112 Proof, as alcohol content, 275 Property management systems (PMS), 157, 391, 423–424 Property ownership, 90–92, 97–103 Prudhomme, Paul, 241 Psychographic data, hospitality promotion and, 104–105 Public houses, 83 Purchasing, food items, 252–253 Q Quick service restaurants, 197, 207–208 See also Cafeteria food service; Food courts Quid pro quo, defined, 170 R Rainforest Café, 195 Rating systems, hotel, 141, 181–182 Receiver, in business skills, defined, 440 Receiving, food, 253–254 Receptionist, 47 Recession (1970’s), effects on investments, 131–132 Recipe files, 251 Recreation, defined, 339 Recreational facilities, 349–362 Recreational management, 343 Recreational travel, 349–362 Recreation and social director, 47 Recreation management, trends in, 340 Recycling, waste materials, 262–263 Red Lion Hotels, tuition reimbursement, 34 Red Roof Inns, 167 Reduction and reuse, of waste, 263 Red wines, food pairing, 288 Referral associations, hotel, 179–180 Refugees, defined, 174 Regional Publishers Association (RPA), 317 Regulations environmental, 412, 430–432 governmental, 57, 411–413 Relatives, visiting, 52–53 Religion, travel and, 54 Renaissance business and convention center, 52 Renovation, financial options, 133 Rental condominium, described, 92 Requirements, education, 30–32 culinary, 246 hotel and restaurant and tourism associations, 28, 32 lifelong learning, 34–35 managers and meeting planners, 326 Research, travel, 58 Reservation agent, 47 Reservations, 157 Reservations manager, 48, 434 See also Corporate travel manager Reservation systems, hotel, 180–181 Resident-care centers, 332 Residential hotels, described, 87, 91–92, 128 Resident or Alien Register Receipt Card, 174 Resort, defined, 351 Resort caretaker, 47 Resort hotel, described, 93 Resort industry, 351–362 contemporary trends, 355–357 Resorts, 124–125 description, 351–352 development of, 90, 448 personal service in, 352–354 ten top in U.S., 353 tourism expansion, 353–355 Resort spas, defined, 347 Responsible Alcohol Service, 303 Responsible drinking, 302–303 Restaurant, spreadsheet, 443 Restaurant associations, meeting, 32–34 requirements through, 9, 32–33 Restaurant Hospitality, 450 Restaurant ownership, 212–217 chain, 212–215 franchises, 215–216 independent, 212, 214 multiunit foodservice firms, 217 Restaurants Americans with Disabilities Act (ADA) and, 141–143 case study, 231 casual dinnerhouse, 204–205 coffeehouses, 210–211 commercial, within other businesses, 217–220 ethnic, 192, 205 family, 205–206 fine dining, 202–204 grill and buffet, 206–207 491 neighborhood and “third places,” 208–210 operation of, 194, 227–228 quick service, 197, 207–208 in retail operations, 219–220 theme, 195, 204 trends, 428–430 Restaurants & Institutions, 212 Resumés, job hunting and, 453–455 Retail operations, restaurants in, 219–220 Retail store manager, 47 Retail travel agents, defined, 46 Return on investment (ROI), 97, 176, 404 Revenue management systems, 411, 425–426 Richardson, A E., 82 Riesling grape vine, 277, 279, 284 Risk management, liquor liability and, 301–303 Robert Mondavi Winery, 287 Roger, Isaiah, 84 Room attendants, described, 160 Room clerk, described, 157 Room floor plans, guest, 139 Room preparation, hotel, 160–161 Room rack, described, 157 Room rates, setting, 178–179 Rooms, nonsmoking, converting to, 135 Rooms division manager, 153 Room service, 164–165, 197 manager, 165 operators, 165 Rothschild, Philippe de, 286 Royal Caribbean International (RCI), 358 Roy’s restaurants, 202 Rum, 293 Rumbullion, 293 Rye whiskey, 293 S Safety, food, 259–260 Sales, described, 110 Sales department, hotel, 155–156 Saucier, 237, 240 Sauté cook, 240 Savoy, Franck, 212 Savoy, Guy, 212 SCANS (Secretary’s Commission on Achieving Necessary Skills) competencies, 27–30 foundation skills, 29–30 Schrager, Ian, 13 School career placement services, 447 Schools, on-site foodservice in, 224 Schultz, Howard, 15 Scotch whiskey, 292–293 Scott, Walter “Scotty,” 198 Screening interview, 455 492 Index Secondary motives, for travel, described, 53 Secretary’s Commission on Achieving Necessary Skills See SCANS Securitization, financial, defined, 132 Security biometric systems and, 427 controlling costs and, 137–138 cruise ship, 360 hotel, 163–164 systems, 137, 427 Sender, in business skills, defined, 440 Servers, 165, 256 alcohol and, 303 Service computerized, 410–411 employees-guest interactions, 18 of food, 164–165, 256, 345, 348 Gestalt evaluation of, 18–19 hospitality and, 14–25 levels of, in casinos, 383–385 nature of, 14–16 perception of, 16–17, 21–22 product delivery and, 16 quality of, 17 recovery, 18 Service departments, 156–165 food and beverage operations, 164–165 front desk operations, 157–160 housekeeping, 160–163 security, 163–164 Service encounter, 17–19 analyzing, 19–22 categories, 18 components, 17 statistics, 37 Sexual harassment, 170–171 protection from, 170–171 Sexual offensive environment, 170 Sharma, Nandita, 65 Sharp’s, nonalcoholic beer, 273 Shriners, 346 Sierra Club, 354 Ski instructor, 47 Singapore Airlines, 44 Sin taxes, 276 Size, foodservice businesses, 193, 214–215 Skills See also SCANS acquiring needed, 444–445 business, 29, 444–445 computer, 442–444 employment, 27–30 foundation skills, and SCANS, 29–30 identifying required, 26–30 language skills, 30 personal qualities, 29 self-evaluation of, 445–446 thinking, 29 Slager, Richard, 331 Slots (mechanicals), 393–394 Slot service personnel, 394–396 Slowdowns, effects on investments, 130–131 SMERF organizations (social, military, educational, religious, and fraternal groups), 52, 355 Smith Travel Research, 96 Social class, food service market, 192 Social ills, travel and tourism, 71–73 Social issues, foodservice and, 257–264 Social membership, defined, 344 Social Security pension program, 167 Socioeconomic cultural awareness, 69–71 data, 406 defined, 406 family lifestyles, 69 hospitality and tourism, 68–73 ills, 71–73 preservation and, 69–71 trends, 406–407 Soft drinks, trends in carbonated, 272 Solera wine blending, 285 Sommelier, 291 Sous chef, 237–240 South America, wine production in, 287–288 Souvenir shop owner, 47 Spain, wine production and, 284–285 Sparkling wines, 280–281 Spas, 347–348 amenity, defined, 347 health, 347–348 cuisine, 348 resort, 347 travel and, 54 Special events management, 26, 312 Species, non-native, 361 Spending direct, 66 indirect, 66 Spirits, described, 275 Split, in wines, 290 Sports management, 26, 327–329 Spreadsheets, 443 menu engineering and, 251 restaurant, 443 Staff, menu planning and development and, 248 Standard & Poor’s Register of Corporations, Directors, and Executives, 449 Standard purchase specifications, 252 Standard recipe file, 251 Starbuck’s Coffee Company of Seattle, 15, 210–211 Statler, Ellsworth M., 408 Stevens, Pete, 20 Steward, described, 152 Stipend, defined, 169 Storing food, 254 Strategic alliances, described, 132 Sternlicht, Barry, 88 Studio54, 13 Suburban properties, hotel development and, 122–123 Suites, 89 Supervisors, in casinos, 389–390 Sutter Home Winery, 274 Schwarzenegger, Arnold, 61 Symbolic image, destination, 62–63 T Table food service, 196 Table games positions, in casinos, 386–388, 391–393 Table games shift manager, 388–389 Table wines, 279–280 Take-our food service, 198 Tangible product, described, 15–16, 108 Tannins, defined, 278 Taverns, 209, 276 Taxes, 411–412 bed tax, 60, 126 beverages, 276 convention centers, building with, 56 hospitality industry and, 411–412 laws, changing, 85, 204 promotional and marketing, 60 reform act of 1966, 412 rolls, 126 tourism and, 66 Tea, trends in, 272 Tearooms, 13 Technological innovations, 319–320, 360–361 Technology defined, 407 in foodservice, 420–423 in guest service, 410–411 hospitality industry and, 407–411 innovations, 407–409 in lodging, 423–425 management support, 409–410 tourism, 425–427 Teleconferencing, 320 Tequila, 294 Terminals, point-of-sales, functions, 256, 421–422 Terrorism, effects of, 57, 430 Texas Highways, 317 Texas Parks & Wildlife, 317 Thawing food safely, 260–261 Theme parks, 349–351 Theme restaurants, 195, 204 Index Thinking skills, needed in business, 29 “Third” places, distinctive of, 208–210 Thomas, Ron, on bread-and-breakfast facilities, 342 Ticket taker, 47 Time, deepening of, 338 Tirel, Guillaume, 236 Title VII of the Civil Rights Act of 1944, 170 Total yearly expenses, 177 Tour and travel management, 25–26, 49 Tour broker, 47 Tourism, economic costs of, 66–68 economic gains, 65–66 employment opportunities, 47 environmental impact of, 72–73 globalization of, 67–68, 433 hospitality industry, 9–14 international trends, 405 marketing and promoting, 110–112 network, hospitality industry, 9–14 organizations promoting, 57–60 programs, key attributes, 31 projected growth in, 433 resorts expansion and, 353–355 sociocultural impact of, 68–73 technology and innovation and, 425–427 Tourism associations, 32–34 Tourism office, 59 Tourism programs, attributes of, 31 Tourist bureau manager, 47 Tour operators and wholesalers, 33, 47 Tour packages, marketing, 42, 47–49 Tour wholesalers and operators, 33, 47–49 Trade shows, defined, 52 Training for Intervention Procedures by Servers (TIPS), 301–302 Transient hotel, described, 92 Translator, 47 Transportation technology, development of, 83–84 Travel agency manager, 47–48, 50, 92 Travel agents, retail, 46–47 Travel counselor and sales manager, 47 Travel industry business, 51–52 corporate managers, 49 corporate travel consultant, 25 economic costs of, 65–66 economic gains, 66–68 employment opportunities, 47 GDS (global distribution systems, 426 geographical names of places, 46 globalization of, 67–68 historic ties with tourism and hospitality, 349–350 hospitality industry relationship to, 40–46 incentive, 49 patterns in, 340 positions in, 47 sociocultural impact of, 68–73 Travel intermediaries, 46 distribution through, 46–50 Travel journalist and writer, 47 Tremont House, 84 Trends, defined, 11–12 Trotter, Charles, 203, 240, 379 Trough, phase of business cycle, 405 Trueman, Barbara, 168 Trueman, James R., 168 Turnover rate, 166–167 U Undocumented workers, defined, 174 Uniform system of accounts for hotels, 177 Unions, 176 United States, wine production in, 285–287 United States Department of Labor, 27 United States Holocaust Memorial Museum, 53 United States Travel and Tourism Administration (USTTA), 58 Universities, on-site foodservice in, 224–225 Upscale properties, 96 V Vacation ownership hotels, 90–91 Vacu-vin, 292 Value, perception of, 16–17 Varietals, described, 277 Vegetable chef, 237, 240 Vending, foodservice and, 165, 225 Vending machines, in hotels, 165 Veterans of Foreign Wars (VFW), 346 Vice president of casino operations, 385 Videoconferencing, 426–427 Le Viandier, 236 Video technology, 319 Vins Délimités de Qualité Supérierure (V.D.Q.S.), 283 Vins Ordinaires, 283 Vintage, 278 VIP nightclubs and lounges, 276 Vodka, 293–294 Voice-mail systems, 159 W Waiter and waitress, 47 Wake-up call, described, 159 Wall Street Journal, 45–46 493 War, effects of, 86, 89, 102 Ward’s Business Directory, 449 Warewashing, 257 Waste, handling of, 262–263, 361 Waste water, 361 Waters, Alice, 241 Weinberg, Robert, on microbreweries, 298 Weinberg and Associates, on microbreweries, 298 Well brand, defined, 296 Wellness facilities, 347–349 Wendy’s, business profile, 208, 213, 419 Whiskey, 292 White wine, food and, 288 White wines, 279 Wholesalers, tour, 47–49 Wijeysinghe, B S., on break-even occupancy, 178 Wilkinson, Ron, on diversity, 172 Williams, David, 388 Wilson, Kemmons, 85 Wine, trends in, nonalcoholic, 273–274 Wines See also Beverages 100-point scale, 289–290 aging, 278 appetizers and dessert, 289 aroma rating of, 289 dry, 21 food and, 288–292 making, 276–278 naming of, 277–278 producing regions, 283–288 production of in United States, 285–287 red, 279 selection and pricing, 289–292 sparkling, 288 tasting and rating of, 289 types of, 279–282 white, 279 Wine Spectator, 289 Wine steward, 291 Wireless Internet service, 159 Women business travelers, marketing, 45–46 Women employees, 417 Word processing, 442 Workers age classification, 416 councils, 413 diversity and, 35, 172, 418 men, 414 minority, 416–417 older, 12 undocumented, 174 with special needs, 416–416 women, 414, 417 494 Index Workforce, issues, 12 attracting a changing, 414–418 Workplace cleanliness, 259–260 employment skills, 27–30 ethical guidelines for, 434 Work processors, defined, 442 World Tourism Organization (WTO), 57–58 Wort, beer making and, 297 Woutaz, Fernand, on Dom Perignon, 282 Wynn, Steve, 122 YMCA, 349 Yosemite National Park, 354 Yuan, 71 Z Y Yacht clubs, 345 Yamaguchi, Roy, 202 Yield management, described, 179, 423 Zagat survey, 222 Zecha, Adrain, 448 Zivolich, Steve, on ADA, 258 Zoning, described, 123 ... Shutterstock.com Tour and Travel Management—Marketing consultant, marketing manager, travel planner, tour operator, tour escort, sales manager, meeting and convention planner, convention and visitors.. .Welcome to Hospitality ? ?an Introduction 3rd Edition Welcome to Hospitality an Introduction 3rd Edition KAYE (KYE-SUNG) CHON, PH.D., CHE Chair, Professor, and Director School of Hotel and Tourism... of the hospitality and tourism field They include the tourism management, human resource management, special events management, sports management, club management, and gaming sectors An Age-Old