INTRODUCTION TO Hospitality SEVENTH Edition G L O B A L E DI T IO N John R Walker McKibbon Professor of Hotel and Restaurant Management, University of South Florida, Sarasota–Manatee and Fulbright Senior Specialist Harlow, England • London • New York • Boston • San Francisco • Toronto • Sydney • Dubai • Singapore • Hong Kong Tokyo • Seoul • Taipei New Delhi • Cape Town • Sao Paulo • Mexico City • Madrid • Amsterdam • Munich • Paris • Milan Executive Editor: Daryl Fox Editorial Director: Andrew Gilfillan Program Manager: Susan Watkins Project Manager: Maria Reyes Development Editor: Kay Ueno Editorial Assistant: Lara Dimmick Project Manager, Global Edition: â•… Pooja Aggarwal Senior Acquisitions Editor, Global Edition: â•… Sandhya Ghoshal Senior Project Editor, Global Edition: â•… Daniel Luiz Project Editor, Global Edition: Rahul Arora Manager, Media Production, â•… Global Edition: M Vikram Kumar Manufacturing Controller, Production, â•… Global Edition: Jerry Kataria SVP Field Marketing: David Gesell Senior Marketing Manager: Darcy Betts Field Marketing Manager: Thomas Hayward Senior Marketing Coordinator: Les Roberts Senior Art Director: Diane Y Ernsberger Procurement Specialist: Deidra Skahill Media Production and Development â•… Project Manager: Leslie Brado Cover Art: Shutterstock, © Everything Cover Designer: Lumina Datamatics, Inc Full-Service Project Management: Nancy â•… Kincade, Lumina Datamatics, Inc Composition: Lumina Datamatics, Inc Credits and acknowledgments borrowed from other sources and reproduced, with Â�permission, in this textbook appear on the appropriate page within text Pearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England and Associated Companies throughout the world Visit us on the World Wide Web at: www.pearsonglobaleditions.com © Pearson Education Limited 2017 The rights of John R Walker to be identified as the author of this work have been asserted by him in accordance with the Copyright, Designs and Patents Act 1988 Authorized adaptation from the United States edition, entitled Introduction to Hospitality, 7th edition, ISBN 978-0-133-76276-1, by John R Walker, published by Pearson Education © 2017 All rights reserved No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without either the prior written permission of the publisher or a license permitting restricted copying in the United Kingdom issued by the Copyright Licensing Agency Ltd, Saffron House, 6–10 Kirby Street, London EC1N 8TS All trademarks used herein are the property of their respective owners The use of any trademark in this text does not vest in the author or publisher any trademark ownership rights in such trademarks, nor does the use of such trademarks imply any affiliation with or endorsement of this book by such owners ISBN 10: 1-292-1-5759-3 ISBN 13: 978-1-292-15759-7 British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library 10 14 13 12 11 10 Printed and bound in Vivar, Malaysia To You: the professors and students who are dedicating yourselves to the future of Hospitality and Hospitality Management B r i e f C o ntents Part I Introducing Hospitality and Lodging Chapter Chapter Chapter Chapter 33 Introducing Hospitality 35 The Hotel Business 83 Rooms Division 133 Food and Beverage 183 Part II Beverages, Restaurants, and Managed Services 219 Chapter Beverages 221 Chapter The Restaurant Business 267 Chapter Restaurant Management 301 Chapter Managed Services 347 Part III Tourism, Recreation, Attractions, Clubs, and Gaming Chapter Tourism 383 Chapter 10 Recreation, Attractions, and Clubs 427 Chapter 11 Gaming Entertainment 485 Part IV Assemblies, Events, Attractions, Leadership, and Management 517 Chapter 12 Meetings, Conventions, and Expositions 519 Chapter 13 Special Events 557 Chapter 14 Leadership and Management 593 381 C o ntents Preface 19 To the Student 21 Acknowledgments 30 About the Author 31 Part I Introducing Hospitality and Lodging Chapter Introducing Hospitality 33 35 PRELUDE 36 HOSPITALITY THROUGH THE AGES 36 ANCIENT TIMES 36 GREECE AND ROME 37 MEDIEVAL TIMES 37 COFFEE HOUSES 38 THE NEW WORLD 39 THE FRENCH REVOLUTION 39 THE NINETEENTH CENTURY 40 THE TWENTIETH CENTURY 41 THE TWENTY-FIRST CENTURY 42 WELCOME TO YOU, THE FUTURE HOSPITALITY INDUSTRY LEADERS! 42 The Pineapple Tradition 46 THE INTERRELATED NATURE OF HOSPITALITY AND TOURISM 46 CHARACTERISTICS OF THE HOSPITALITY INDUSTRY 51 Careers 52 HOSPITALITY INDUSTRY PHILOSOPHY 55 Service Philosophy Is a Way of Life 56 SUSTAINABLE HOSPITALITY 56 SUCCESS IN SERVICE 57 Moments of Truth 59 THE FOCUS ON SERVICE 61 Service and Total Quality Management 61 The Disney Approach to Guest Service 66 5 6 Contents Opening Disneyland 68 Career Paths 70 Career Goals 71 Is the Hospitality Industry for You? 71 Self-Assessment and Personal Philosophy 72 Now Is the Time to Get Involved 72 Professional Organizations 73 TRENDS IN HOSPITALITY AND TOURISM 73 CAREER INFORMATION 76 Summary 78 Key Words and Concepts 79 Review Questions 79 Internet Exercises 79 Apply Your Knowledge 80 Suggested Activities 80 Endnotes 80 Chapter The Hotel Business 83 A BRIEF HISTORY OF INNKEEPING IN THE UNITED STATES 84 HOTEL DEVELOPMENT AND OWNERSHIP 86 Franchising 88 Is There a Franchise in Your Future? 90 Referral Associations 93 Management Contracts 94 Real Estate Investment Trust 95 HOTEL DEVELOPMENT 97 The Economic Impact of Hotels 99 CLASSIFICATION OF HOTELS AND LODGING PROPERTIES 101 The Lodging Industry 101 Hotel Affiliations 101 Hotel Classification by Rating System: AAA and Forbes 103 City Center and Suburban Hotels 107 Resort Hotels 107 Airport Hotels 111 Freeway and Interstate Hotels and Motels 112 Casino Hotels 112 Conference and Convention Hotels 113 Full-Service Hotels 113 Contents 7 Economy/Budget Hotels 114 Boutique Hotels 114 Extended-Stay Hotels and All-Suites Extended-Stay Hotels 115 Condotels, Timeshare, and Mixed-Use Hotels 116 Bed and Breakfast Inns 117 BEST, BIGGEST, AND MOST UNUSUAL HOTELS AND CHAINS 118 The Best Hotel Chains 118 The Most Unusual Hotels 120 Timeshare, Vacation Ownership, and Fractional Ownership 120 Travel the World through Exchange Vacations 122 INTERNATIONAL PERSPECTIVE 123 SUSTAINABLE OR GREEN LODGING 124 CAREER INFORMATION 125 TRENDS IN HOTEL DEVELOPMENT AND MANAGEMENT 126 Summary 128 Key Words and Concepts 129 Review Questions 129 Internet Exercises 129 Apply Your Knowledge 130 Suggested Activities 130 Endnotes 130 Chapter Rooms Division 133 THE FUNCTIONS AND DEPARTMENTS OF A HOTEL 134 MANAGEMENT STRUCTURE 134 ROLE OF THE HOTEL GENERAL MANAGER 135 The Executive Committee 137 THE DEPARTMENTS 138 Rooms Division 138 Front Office 138 Night Auditor 144 REVENUE MANAGEMENT 148 Energy Management Systems 151 Call Accounting Systems 151 Guest Reservation Systems 151 Billing Guests 152 Security 152 Guest Comfort and Convenience 153 8 Contents RESERVATIONS 155 COMMUNICATIONS CBX OR PBX 157 GUEST SERVICES/UNIFORMED SERVICES 157 CONCIERGE 157 HOUSEKEEPING 160 Spas 166 Laundry 167 SUSTAINABLE LODGING 167 Green Hotel Initiatives 167 SECURITY/LOSS PREVENTION 171 TRENDS IN HOTEL AND ROOMS DIVISION OPERATIONS 173 CAREER INFORMATION 174 Summary 178 Key Words and Concepts 179 Review Questions 179 Internet Exercises 179 Apply Your Knowledge 180 Suggested Activities 180 Endnotes 180 Chapter Food and Beverage 183 FOOD AND BEVERAGE MANAGEMENT 184 KITCHEN 188 FOOD OUTLETS 192 BARS 195 STEWARDING DEPARTMENT 198 CATERING DEPARTMENT 199 Position Profile of a Director of Catering 201 Catering Event Order 204 Catering Coordinator 206 Catering Services Manager 209 ROOM SERVICE/IN-ROOM DINING 210 SUSTAINABLE FOOD AND BEVERAGE 212 TRENDS IN LODGING FOOD AND BEVERAGE 213 Summary 215 Key Words and Concepts 215 Review Questions 215 Internet Exercises 216 Contents 9 Apply Your Knowledge 216 Suggested Activities 216 Endnotes 217 Part II Beverages, Restaurants, and Managed Services Chapter Beverages 221 WINES 222 Light Beverage Wines 222 Sparkling Wines 223 Fortified Wines 224 Aromatic Wines 224 The History of Wine 224 Matching Wine with Food 225 Major Wine-Growing Regions 226 How to Read a Wine Label 231 Wine and Health 232 SUSTAINABLE WINE PRODUCTION 232 BEER 232 The Brewing Process 233 Organic and Craft Beers, Microbreweries, and Brewpubs 233 SUSTAINABLE BREWING 234 SPIRITS 236 Whiskies 237 Other Spirits 239 Cocktails 240 NONALCOHOLIC BEVERAGES 240 Nonalcoholic Beer 241 Coffee 241 Tea 242 Carbonated Soft Drinks and Energy Drinks 244 Juices 245 Bottled Water 245 BARS AND BEVERAGE OPERATIONS 246 Bar Setup 246 Inventory Control 248 Personnel Procedures 252 219 Find more at www.downloadslide.com Index 639 Meetings (Continued ) meeting planning, 537–544 organizing and preconference, 542 size and scope of the industry, 520–521 sustainable, 547–548 technology and, 528–529 trends in, 549–551 types of, 529–530, 536–537 venues for, 545–547 Melman, Richard, 275 The Menger (San Antonio), 41 Menu design and layout, 282 Menu engineering, 282 Menu ingredients, 280 Menu planning, 278–282 Mercantile (commercial) gambling, 492 Méthode Champenoise,223 Mexican food, 291 Meyer, Danny, 284, 308 MGM Grand, 47 Miami International Airport Hotel, 112 Microbreweries, 233–234, 255 See also Bars MICROS, 313 Microtel, 114 Middle managers, 607 Military clubs, 468 Military foodservice, 350–353 Millay, George, 448 Minibars, 197 Mirage Effect, 505 Mixed-use hotels, 116–117 Moe’s Southwest Grill, 358 Moments of truth, 59–60 defined, 47, 59 Monaghan, Gerard J., 569 Mondavi, Robert, 230 Monticello, 451 Moosmann, Brita, 213 Morale, Welfare, and Recreation (MWR) programs, 473 Moran, Jill, 534–535 Morton, Peter, 45 Morton’s of Chicago, 285 Most unusual hotels, 120 Motel, 41, 89, 93, 112 Motel 6, 89, 108, 112, 114 Mother sauces, 269 Multiplier effect, 405 Multitasking, 578–579 Museums, 452–453 N National offices of tourism (NOTs), 408 National parks, 430–431 management, 431–433 National Park Service, 430, 431, 432, 450 National Register of Historic Places, 450 National rental car company, 390 National Restaurant Association (NRA), 45, 520, 568 Educational Foundation of, 61 “Salute to Excellence” day, 52, 73 National School Lunch Program (NSLP), 354 National tourism organizations (NTOs), 406 National Zoological Park, Washington D.C., 449 Nature tourism, 419 Needs analysis, 539 Negotiating skills, 576–577 Net profit, 335 New Orleans, 39 New World, hospitality in, 39 Niche, 279 Nicklaus, Jack, 287 Night auditor, 144–148 Nightclubs, 197, 254–255 See also Bars Nonalcoholic beverages, 240–246 beers, 241 bottled water, 245–246 carbonated soft drinks, 244–245 coffee, 241–242 energy drinks, 244–245 juices, 245 tea, 242, 244 Noncommercial recreation, 471–474 North American Free Trade Agreement (NAFTA), 123 North American Rail Pass, 387 Nouvelle cuisine, 269 Nutrition education programs, 355–356 O Occupational Safety and Health Administration (OSHA), 165 Officers’ clubs, 352 Olive Garden restaurants, 279, 288 Olympic Games, 572 Omni hotels, 113 Online travel agencies (OTAs), 403 Open Championship (British Open), 573 Opening inventory, 331 Operating ratios, 331 beverage cost percentage, 333 contribution margin, 332 defined, 331 food cost percentage, 331–332 labor cost percentage, 332–333 prime cost, 333 Operating statements, 330–331 Operations management, 338–339 Ordinaries, 38, 39 Organic beers, 233–234 Organizing, 607 Oriental Hotel (Bangkok), 45 Orzoff, Jerry A., 275 Outback Steakhouse, 288 profile, 289 P Pacala, Mark, 121 Pacific Area Travel Association (PATA), 406 Palmer House, 41 Panera Bread, 295 Papa John’s, 294 Find more at www.downloadslide.com 640 Index Paris, France, 390, 456 Park agencies, 433 Parks, 430–433 See also Recreation Par stock, 317 Parton, Dolly, 447 Patriot American Hospitality, 96 Patti Roscoe and Associates (PRA), 411, 524 Peer interviews, 66 Peninsula Hotel, 124 Performance arts, 453–454 Perishability, 51 Perkins, 290 Perpetual inventories, 189 Personal digital assistants (PDAs), 313, 315–316 Personal philosophy, 72 P F Chang’s, 271 PGA Championship, 573 Pilferage, 195–196, 198 Pineapples, hospitality and, 46 PixelPoint, 314 Pizza Hut, 292, 293, 294, 350, 354, 355 Pizza Hut Express, 371 Pizza restaurants, 294 P J Clarke’s restaurant, 41 Planning, 607 Planter’s Hotel (St Louis), 41 Point-of-sale (POS) systems, 198–199, 311, 312–313 beverage management and, 249 wireless, 314–315 Poker, 492–493, 504 Polo, Marco, 384, 386 Pool bars, 197 Popeyes, 294 Postevent meeting, 542 Pour/cost percentage, 195 Prairie Grass Café, 286–287 Preferred Hotels and Resorts Worldwide, 93 Pre–industrial revolution, 385–386 Pricing strategy, 280–282 Prime cost, 333 Private Brand Exchange (PBX), 140, 151, 157 Private clubs, 458, 459 Production control sheets, 320 Productivity, 165 Product management systems, 313 Product specification, 324 Professional associations, 535 Professional clubs, 468 Professional Convention Management Association (PCMA), 73, 520 Professional meetings, 536 Professional organizations, 73 Prohibition (1919-1933), 237 Project management skills, 575–576 Proof, 236–237 Property management systems (PMSs), 119, 141 Proprietary clubs, 469 Prudhomme, Paul, 270 Public recreation, 433 Puck, Wolfgang, 285, 505 Purchase order, 326 Purchasing, 324–326 Purée, 269 Q Quality control (QC), 62 Quick-service restaurants (QSRs), 272, 291–293 R Rabb, Catherine, 194 Racinos, 497 Radio-frequency identification (RFID) based systems, 252, 443–444 Radisson hotels, 113 Rail Passenger Service Act (1970), 387 Rail travel, 387–388 Ramada Hotel (New York City), 102 Rapid action teams (RATs), 211 Real estate investment trusts (REITs), 95–96 Receiving, 326 Recession, 42 Recreation about, 428–429 animal attractions, 448–450 campus, armed forces, and employee, 473–474 clubs, 458–470 commercial, 434–437 Disney (See Disney) government-sponsored, 429–433 Hersheypark, 445–446 historic places/sites, 450–452 hospitality and, 469–470 managed services, 374–376 managing attractions, 457–458 museums, 452–453 noncommercial, 471–474 performance arts, 453–454 regional theme parks, 446–448 SeaWorld Parks and Entertainment, 444–445 for special populations, 474 technology in, 443–444 trends in, 475–476 voluntary organizations, 471–473 Recreation management, 434 Recycling, 339 Red Lobster, 288 Referral associations, 93–94 Regional theme parks Dollywood, 447 Gatorland, 448 Legoland, 447 Wet ’n Wild, 448 Reid, James, 46 Religious organizations, 536 Rental cars, 389–390 Request for proposal (RFP), 541 Reservations confirmed, 156 guaranteed, 156 Find more at www.downloadslide.com Index 641 Reservations department, 155–156 Residence Inn, 116 Resort Condominiums International (RCI), 121 Resort hotels, 107–110 Responsible alcoholic beverage service, 195 Restaurant bars, 196 Restaurant business back of the house, 302 casual dining restaurants, 288–295 celebrity restaurants, 285, 287 chain restaurants, 277, 283 classical cuisine and, 268–270 cooks, capabilities of, 280 culinary practices, 274 dinner house restaurants, 288 fine dining restaurants, 283–285 food trends and practices, 270–274 forecasting, 306 franchises, 276–277 front of the house, 302–309 independent restaurants (indies), 277, 283 menu ingredients, 280 menu planning, 278–282 steak houses, 287–288 sustainable restaurants, 278, 310–316 trends, 340 Restaurant classifications casual dining, 288–295 celebrity-owned restaurants, 285, 287 chain, 277, 283 fine dining, 283–285 independent (indies), 277, 283 steak houses, 287–288 Restaurant Magic, 314 Restaurant managers, 192–193 Restaurant Technology, Inc (RTI), 316 Return on investment, 52 Revenue centers, 134 Revenue management, 148–154 Revenue per available room (REV PAR), 148 Richman, Adam, 269 Riley, Richard, 603 Ritz-Carlton Hotel Company, 88, 99, 118 associates of, 55 Gold Standards of, 603 Malcom Baldridge National Quality Awards of, 62 profile, 602–603 Ritz, César, 40, 136, 602 Riverboat gaming, 500 Roadway Inn, 114 Robert Mondavi Winery, 230 Rogers, Kenny, 294 Rolin, Nicolas, 36 Rome, ancient, hospitality in, 37 Rome, Italy, 456–457 Room occupancy percentage (ROP), 146 Room rates, 141, 143 Rooms division, 138 Room service, 210–211 Rooms, greening of guest, 171 Roscoe/Coltrell, Inc (RCI), 411 Roscoe, Patricia L., 411, 524 Rosewood Hotels and Resorts, 119 Roulette, 504 Round Table Pizza, 271 Roux, 269 Royal Caribbean International, 398 Rubio, Ralph, 45 Rubio’s Fresh Mexican Grill, 45 Rum, 239 Ruth’s Chris, 285, 287 S Sabre, 409 Salaries, hospitality, 55 Sales volume, 282 San Diego Zoo, California, 449 Sandwich restaurants, 294–295 Savoy Hotel (London), 40 Scandinavian Airline System (SAS), 59 Scannabar, 249 Schiffer, Claudia, 285 Schrock, Jay R., 227, 583–584 Schultze, Horst, 603 Schultz, Howard, 46 Schwartz, David G., 497 Scientific associations, 535 Scoggin, Dan, 328 Scoma’s, 339 Scotch whiskies, 237–238 Seabourn Cruise Line, 395 SeaWorld Parks and Entertainment, 437, 444–445, 475 Secondary schools, 353–356 Security officers, 172 Security systems, 152–153, 171–172 Self-assessment, 72 Self, John T., 308 Self-operators, 372 Seminars, 529, 536 Servers, 285, 303, 306, 307, 308 Service, 307–309 defined, 45, 57 focusing on, 61–73 success in, 57–60 total quality management and, 61–65 Service bar, 196 Service contractors, 526 Service industries, 57 Service philosophy, 56 Service spirit, 43 Service standards, 211–212 Sesame Place, 445 Shangri-La Hotel, 124 Shaughnessy, Edward J., 462 Shift work, 51 Shinkansen ( Japan’s bullet train system), 388 Shoppers, 196 Shuttle services, 170 Silverman, Henry, 121 Singapore Airlines, 394 Find more at www.downloadslide.com 642 Index Singapore casino industry, 502 Site inspection and selection, 541 SkyTeam, 392 Sleep Inn, 114 Small Luxury Hotels of the World (SLH), 94 Smart Choices, 352 Smiling people greeter (SPG), 302 Smithsonian Institution, 453 Smith Travel Report (STR Global), 149 Smith Travel Research (STR), 101 Smokehouse Bar-B-Q, 358 Social clubs, 468 Social events, 569 Social gambling, 492 Social, military, educational, religious, and fraternal groups (SMERF), 537, 569 Social networking tools, 604–605 Social skills, 579 Sodexo, Inc., 371, 374 Sodexo, Inc., profile, 351, 354 SoftCafe, 313 Soft drinks, carbonated, 244–245 Sous chefs, 190 Southwest Airlines, 392, 597 Spa business, 166–167 Sparkling wines, 223, 224 The Speakeasy, 250 Special events industry See also Event management about, 558, 559 classifications in, 566–574 Spirits brandies, 239, 240 cognacs, 239–240 whiskies, 237–239 white, 238–239 Sporting events, 570–573 Sports bars, 197, 256–257 Spotters, 252 Stadium points of service, 375 Staffing and Scheduling in kitchens, 318 Star Alliance, 392 Starbucks Coffee Company, 46, 243–244, 358 profile, 243–244 STAR reports, 149 Starwood Lodging Trust, 96 State offices of tourism, 407 Station chef heads, 191 St Charles Hotel (New Orleans), 41 Steak restaurant segment, 287–288 Stefanelli, Professor, 326 Stillman, Alan, 328 Storey, Maureen, 245 Storing/issuing, 326–327 Stoughton,Tina, 577–578 Stout, Alexandra, 539–540 Student unions, 358–360 Suburban hotels, 107 Subway, 358 Suggestive selling, 303, 307, 309 Summary Operating Statements, 97, 98 Super 40, 92, 102, 114 Super Bowl, 573 Suso Restaurant, 322 Sustainability, defined, 56 Sustainable farming, 318 Sustainable lodging, 124–125 green hotel initiatives, 167–171 Sustainable tourism, 416–417 Sweeney, Daniel, 40 Sweeney’s, 40 Symposiums, 529 T Table d’hôte menus, 278 Table service, suggested steps for, 303 Taco Bell, 355 Taverns, 38, 39 T-Bird Diners, 291 Tea, 38, 242, 244 Technical meetings, 536 Technology for bar management, 249–252 in casino industry, 508–509 to control beverage costs, 251 hospitality industry and, 50 hotel information, 154 Internet for travel, 403 meeting, convention, and exposition, 528–529 POS systems, 198–199 in property management, 119 in recreation, attractions, and clubs, 443–444 smartphone apps and mobile payment options, 272–273 social networking tools, 604–605 Tequila, 239 TGI Fridays, 288, 290, 291, 350 profile, 328–329 TGV (Trains Grande Vitesse), 388 Theater-style room seating, 203, 204, 530 Theme parks, 434–437 career information, 476 Disney, 434–437 Hersheypark, 445–446 managing, 457–458 regional, 446–448 SeaWorld Parks and Entertainment, 444–445 technology in, 443–444 Theme restaurants, 291 3P (people, planet, and profits) approach, 169 Timeshares, 116–117, 120–122 Tip, Bruce Poon, 414 Top managers, 607 Total quality management (TQM), 55 service and, 61–65 Tourism airline travel, 391–398 automobile travel, 389 benefits of, 401–403 business travel, 412–413 bus travel, 390–391 Find more at www.downloadslide.com Index 643 Tourism (Continued ) cruise ships, 395–398 cultural, heritage, nature, and volunteer, 418–419 defined, 399 economic impact of, 404–405 ecotourism, 415–416 highlights of, 384–385 history of, 385–386 hospitality and, 46–49 international perspective of, 123–124 promoters of, 406–412 prospects of, 401–403 rail travel, 387–388 social and cultural impact of, 413 sustainable, 416–417 trends in, 73–76, 419–421 Tourism Toward 2030 (UNWTO), 402 Tourist menus, 279 Tour operators, 408–409 Tours, defined, 408 Tour wholesalers and consolidators, 410 Towards Tourism 2030 Vision (UNWTO), 402 Town-Place Suites, 116 TPC Tampa Bay, 472 Trade associations, 535 Training and development in kitchens, 318–320 Transactional leadership, 596 Transformational leadership, 596–597 Transient occupancy taxes (TOTs), 100, 408, 429 Transportation, 385–386 See also Tourism Travel agents, 409–410 Travel Industry of America (TIA), 406 Travel, Internet for, 403 See also Tourism Travelocity, 410 Travelodge, 114 TravelSky, 409 Tray line, 368 Treetops hotel, 120 Triple bottom line (TBL), 169 Trotter, Charlie, 270 Typhoon Lagoon, 441 U Uniformed services, 157 Uniformed staff, 157 Uniform system of accounts, 327 Union Square Café, 284 United Nations Educational, Scientific, and Cultural Organization (UNESCO), 418 United Nations Environment Programme (UNEP), 416 United States Open Championship, 573 Universal Studios, 435, 442–443 University clubs, 468 Upselling, 309 U.S Marine Corps, 352 U.S Open in New York, 376 V Vacation clubs, 121 Vacation ownership, 120–122 Vacation packages, 409 Variability, 51 Variable costs, 327, 394 Viansa Winery, 232 Vintage wines, 225 Vitis vinifera,225 Vodka, 239 Voluntary organizations, 433, 471–473 Volunteer tourism, 419 W Wachtveilt, Kurt, 45 Wagner, Robert, 287 Walken, Christopher, 287 Walt Disney Company career information, 476 Walt Disney World, 437–442 Animal Kingdom, 438, 441 Blizzard Beach, 439 Epcot, 440–441 Hollywood Studios, 441–442 Magic Kingdom, 439–440 Typhoon Lagoon, 441 Washington, George, 39 Washington Hotel (Fort Worth), 94 Washington, Regynald G., 364–365 Water, bottled, 245–246 Water Country USA, 445 Waters, Alice, 270 Wearing, Stephen, 419 Wedding parties, 569 Wedding planners, 569 Weighted average approach, 282 Weil, Bob, 175 Weldon, Ann-Marie, 418 Wendy’s, 91, 293, 358 Western Sizzlin chain, 288 Westfall, Rob, 250 Wet ’n Wild, 443, 448 Whiskies, 237–239 bourbon, 238 Canadian, 238 Irish, 238 Scotch, 237–238 White Castle hamburger chain, 41 White spirits gin, 238–239 rum, 239 tequila, 239 vodka, 239 Wilkie, Susan, 66 Willard InterContinental, 56 Wilson, Kemmons, 88–89 Win, 493, 494 Find more at www.downloadslide.com 644 Index Wine(s) aromatic, 224 fortified, 224 health and, 232 history of, 224–225 labels, 231 light beverage, 222 major wine growing regions, 226–231 making, 225, 226 pairing food with, 225–227 sparkling, 223, 224 steps in tasting, 228 sustainable production of, 232 tastings, 226, 228 vintage, 225 Winfrey, Oprah, 285 Wingate, 114 Winkler, Henry, 285 Wireless cafés, 257 Wireless POS systems, 314–315 Wood, Paul, 152 Workshops, 529, 536 World Cup, 572–573 World Heritage sites, 418 World Series, 573 Worldspan, 409 World Tourism Organization (UNWTO), 121, 399–402, 404, 416 World Travel and Tourism Council (WTTC), 400, 402 Wort, 233 Wyndham Hotels, 93 Wyndham Worldwide, 89, 92, 102, 112 Wynn Resorts, 500–501 Wynn, Stephen A., 500–501 Y Yacht clubs, 469 Yeast, 233 Yield management, 141 Z Zoos, 449 Find more at www.downloadslide.com Credits Part i (p 33): Holbox/Shutterstock Chapter pp 34–35: Guynamedjames/Fotolia p 36: LENS-68/Shutterstock p 37: Jakrit Jiraratwaro/Shutterstock p 38: Daniel Schoene/Glow Images p 40: Greg Ward/Dorling Kindersley, Ltd p 41: Angus Osborn/Dorling Kindersley, Ltd p 42: Peter Wilson/Dorling Kindersley, Ltd p 43: Courtesy of James MacManemon p 44: U.S Census Bureau Average Lifetime Earnings—Different Levels of Education p 46: Kayros Studio/Shutterstock p 47: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 48: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ; Demetrio Carrasco/Dorling Kindersley, Ltd p 49: Maura McEvoy/Union Square Hospitality Group p 50: The Increasing Importance of Technology to the Hospitality Industry, James R Walker, Pearson Education, Inc p 53: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 54: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 55: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 58: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ; Christy Bowe/Globe Photos/ ZUMAPRESS/Alamy pp 59–60: Courtesy of William Martin p 61: National Restaurant Association, www.restaurant.org p 63: Ryan Lashway; Chiles Group Corporation, www.groupersandwich.com; Ryan Lashway p 64: Imageegami/Fotolia pp 64–65: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 66: Pearson Education, Inc pp 68–69: Pearson Education, Inc p 69: Pearson Education, Inc.; Demetrio Carrasco/Dorling Kindersley, Ltd p 72: Queendom: The Land of Tests: www.queendom.com p 73: International CHRIE, www.chrie.org; American Hotel & Lodging Association, www.ahla.com; The Professional Convention Management Association, www.pcma.org; The National Society of Minorities in Hospitality; The International Special Events Society, www.ises.com pp 73–76: Courtesy of Greg Dunn p 76: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 77–78: Pearson Education, Inc p 80: Starbucks, www.starbucks.com; Bureau of Labor Statistics, http://www.bls.gov; United States Census Bureau, http://www census.gov; About.com, http://www.about com; Marriott, http://www.marriott.com/ p 81: UN Documents, http://www.un -documents.net/; Roger Williams University, www.rwu.edu’ Cornell University, www.cornell.edu; W Edwards Deming Institute, https://www.deming.org Chapter pp 82–83: Photoman120/Fotolia p 87: Chad M Gruhl pp 87–88: Courtesy of Chad Gruhl p 89: Hotel Indigo p 92: Walker, James R Introduction to Hospitality Management, 4e Copyright © 645 Find more at www.downloadslide.com 646 Credits 2013 Pearson Education, Upper Saddle River, NJ p 92: Glow Images p 93: Vlas2000/Shutterstock p 95: Courtesy of McKibbon Hotel Management, Inc pp 96–97: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ; AKG Images/Newscom p 98: Robert Mendelbaum, A Full Service Hotel Operating Statement, PFK Hospitality Group p 99: © PKF Hospitality Research, a CBRE Company, Trends ® in the Hotel Industry p 100: The Multiplier Effect of Hotel Dollars on a Community, Courtesy of the American Hotel and Lodging Association; Courtesy of Tim Mulligan pp 103–104: Courtesy of James MacManemon p 104: Forbes p 105: Summary of AAA Diamond Rating Guidelines, AAA Publishing; Loews Hotels, www.loewshotels.com p 108: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ; Tim Draper/Dorling Kindersley, Ltd p 109: Gabbro/Stock Photo/Alamy p 110: Courtesy of Valerie Ferguson p 111: AAA, http://www.aaasouth.com pp 110–111: Courtesy of Valerie Ferguson p 113: Magnus Rew/Dorling Kindersley, Ltd p 114: Paul Franklin/Dorling Kindersley, Ltd p 115: Courtesy of Jason Samson; Courtesy of Jason Samson p 117: Josie Elias/Getty Images p 118: Zak Waters/Alamy p 119: The Use of Technology in Property Management, James R Walker, Pearson Education, Inc p 121: Gary/Fotolia p 123: John Dakers/Eye Ubiquitous/Alamy p 124: Simon Bracken/Dorling Kindersley, Ltd pp 126–127: Courtesy of Greg Dunn p 128: Pearson Education, Inc p 130: Hotelcluster.com, http://www.hotelcluster com; American Hotel & Lodging Association, http://www.ahla.com; New York Architecture, www.nyc-architecture com; Intercontinental Hotels Group, http://www.ihgplc.com; Hospitalitynet, http://www.hospitalitynet.org; Choice Hotels, http://www.choicehotels.com; Black Enterprise, http://www.blackenterprise com; Wyndham Worldwide, http://www wyndhamworldwide.com; WorldMark by Wyndham, www.worldmarkbywyndham com p 131: Club Wyndham, https://www wyndhamvacationresorts.com; Hilton Worldwide, http://www.hiltonworldwide com; Kimpton Hotel & Restaurant Group, www.kimptonhotels.com; Marriott International, www.marriott.com; Hyatt Corporation, www.hyatt.com; AAA, http:// newsroom.aaa.com; Intercontinental Hotels Group, www.ihg.com; TravelASSIST, www.travelassist.com; Advantage Travel, LLC, www.greatescapesonline.com; RCI, www.rci.com; Rhode Island Roads Magazine, http://riroads.com; Interval International; North American Free Trade Agreement (NAFTA); IndexMundi, http:// www.indexmundi.com; Fairmont Hotels & Resorts, www.fairmont.com; Boutique Hotel News Chapter pp 132–133: Plukhin/Fotolia p 134: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ; Angus Osborn/Dorling Kindersley, Ltd p 135: Andrey Popov/Fotolia p 136: AKG Images/Newscom p 137: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 139: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 141: Dmitrijs Dmitrijevs/Fotolia p 142: Charlie Adams p 143: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ Find more at www.downloadslide.com Credits 647 p 145: Myrleen Ferguson Cate/PhotoEdit, Inc pp 145–146: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 147: Walker, James R., Exploring the Hospitality Industry, 3e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 149: Pearson Education, Inc.; Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 150: Courtesy of James MacManemon p 151: Supplier Deposit Photos/Glow Images p 154: Pearson Education, Inc p 156: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 158: Courtesy of Denny Bhakta p 159: michaeljung/Shutterstock p 161: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 162: Diego cervo/Fotolia pp 163–164: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 166: Juriah Mosin/Shutterstock p 168: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 173: Courtesy of Greg Dunn p 175: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ; Pearson Education, Inc p 176: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 177: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 178: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 179: Hoteljobs.com p 180: STR Global, http://www.strglobal.com; WebMD, www.webmd.com; Susan Patel, Triple Bottom Line and Eco-Efficiency: Where to Start?, EcoGreenHotel, www ecogreenhotel.com/green_hotel_news _Triple-Bottom-Line-and-Eco-Efficiency php (accessed February 26, 2015 by Pearson); Sustainable Travel International p 181: New Hampshire Lodging & Restaurant Association; BUILDINGS; Hospitality Technology (HT) Chapter pp 182–183: Maksim Shebeko/Fotolia p 184: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 187: George Goldhoff pp 187–188: Courtesy of George Goldhoff p 189: Terry Vine/AGE Fotostock p 190: Marilyn Carlson Nelson p 191: Arto/Fotolia pp 190–191: Carlson p 192: Courtesy of Jose Martinez-Diaz p 193: Dacorum Gold/Alamy p 194: Catherine Rabb p 196: Simon Bracken/Dorling Kindersley, Ltd p 198: Erwinova/Fotolia pp 198–199: Courtesy of James MacManemon p 200: XXIV/Fotolia p 201: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 201–203: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 204: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 205: Courtesy of Sheraton Grande Torrey Pines p 207: Aastock/Shutterstock; Courtesy of James McManemon pp 207–208: Courtesy of James MacManemon pp 211–212: Courtesy of James MacManemon Find more at www.downloadslide.com 648 Credits p 214: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 217: Carlson, http://www.carlson.com /our-company/index.do; Hotel News Now Part II (p 219): Jacques Palut/Fotolia Chapter pp 220–221: Sea Wave/Fotolia p 222: Pearson Education: Inc p 224: Pearson Education, Inc.; Clive Streeter/ Dorling Kindersley, Ltd p 223: bogdanhoda/Shutterstock p 225: Eddie Gerald/Dorling Kindersley Ltd.; Ian O’Leary/Dorling Kindersley, Ltd p 226: Kzenon/Fotolia; Ian O’Leary/Dorling Kindersley, Ltd p 227: Courtesy of J R Schrock p 228: Courtesy of J R Schrock; Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 229: Andrew Zarivny/Shutterstock p 230: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 232: “The French Paradox”, 60 Minutes, CBS News p 233: Chris Laurens/Alamy p 237: Monty Rakusen/Cultura/Newscom p 239: Sergey Andrianov/Fotolia p 240: Halfmax.ru/Shutterstock p 243: Deposit Photos/Glow Images pp 243–244: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 245: Amy Etra/PhotoEdit: Inc pp 247–248: Courtesy of James MacManemon p 250: Rob Westfall pp 250–251: Courtesy of Rob Westfall pp 251–252: Courtesy of James MacManemon p 253: beachfront/Fotolia p 255: Nightclub & Bar, www.nightclub.com; Night Club Biz, www.nightclubbiz.com pp 258–260: Courtesy of Greg Dunn p 261: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 264: Organic & Sustainable Wine Production Expanding Rapidly in California, Organic Consumers Association; Hottinger, Greg, Organic Beer: Tapping a New Market, http://bestnaturalfoods.com/newsletter /organic_beer.html p 264: CraftBeer.com; Drink Craft Beer, http://drinkcraftbeer.com/; Brewers Association, www.brewersassociation.org; The Full Pint, http://thefullpint.com; The Beer Apostle; Hurst, Tim, “Sustainable Brewing in Colorado Not Done Impressing You Yet”, Big Green Boulder, http://biggreenboulder.pmpblogs.com/2010/01/12/ sustainable-brewing-in-colorado-not-done -impressing-you-yet; E-Importz, http:// www.e-importz.com; National Coffee Association USA, http://www.ncausa.org; Starbucks Company Statistics”, Starbucks, http://www.statisticbrain.com/starbucks -company-statistics p 265: FoodNavigator-USA, http://www foodnavigator-usa.com/; CSPnet.com, http://www.cspnet.com/; Scannabar, http://en.scannabar.com; Azbar Plus, www.azbarplus.com Chapter pp 266–267: Ingus Evertovskis/Fotolia p 270: Trotter, Charles, Ten Speed Press p 271: Hulton Archive/Getty Images pp 272–273: Courtesy of James MacManemon p 275: Reprinted by permission of Richard Melman; Lettuce Entertain You Restaurants, http://www.leye.com; Used by permission of Lettuce Entertain You Enterprises p 278: Mark Rasmnssen, Director, Leopold Center for Sustainable Agriculture, 209 Curtiss Hall - ISU, Ames IA 50011-1050 p 281: Focus on Nutrition, Jim Inglis, Valencia College p 282: U.S Small Business Association, www.sba.gov Find more at www.downloadslide.com Credits 649 p 283: Jim Cooper/AP Images p 284: Courtesy of Chris Marrero p 285: Deposit Photos/Glow Images p 286: Courtesy of James MacManemon pp 286–287: Courtesy of Sarah Stenger p 289: Pearson Education, Inc.; Diane Macdonald/Moment Mobile/Getty Images p 290: Demetrio Carrasco/Dorling Kindersley Ltd.; Peter Bischoff/Stringer/PB Archive/ Getty Images p 292: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 295–296: Courtesy of Greg Dunn p 298: National Restaurant Association, http:// www.restaurant.org; FastCasual.com, www.fastcasual.com; NCR Blogs, http:// www.ncr.com; Restaurant Hospitality; Mashable, http://mashable.com; About com; Green Restaurant Association, http:// www.dinegreen.com; Chipotle, www chipotle.com; San Diego Free Press, www.sandiegofreepress.org; USDA, ChooseMyPlate.gov; Restaurant Resource Group, http://rrgconsulting.com/; Menu Cover Depot, http://www.menucoverdepot com/; McDonald’s, http://www.mcdonalds com/; Yum! Brands, http://www.yum.com; Entrepreneur, http://www.entrepreneur com/; Popeyes Louisiana Kitchen, www popeyes.com; Subway, http://www.subway com; Panera Bread, www.panerabread.com; QSR, http://www.qsrmagazine.com Chapter pp 300–301: Maksim Shebeko/Shutterstock p 302: Panera Bread p 303: Kit Sen Chin/123RF pp 304–305: Courtesy of James MacManemon p 307: Kamil Macniak/Shutterstock p 308: Courtesy of John Self; Pearson Education, Inc.; John T Self p 313: Son Hoang Nguyen/Shutterstock p 314: Radoma/Fotolia p 316: Tyler Olson/Shutterstock p 317: Monkey Business/Fotolia p 319: Courtesy of Tim Brady p 321: Pearson Education, Inc p 323: Courtesy of James MacManemon pp 323–324: Pearson Education, Inc p 325: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 327: Michaeljung/Fotolia p 328: Greg Roden/Dorling Kindersley, Ltd pp 328–329: Pearson Education, Inc p 330: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 334: Everett Collection Historical/Alamy p 340: Courtesy of Greg Dunn p 341: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 341–342: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 345: StarChefs.com, http://www.starchefs com; SoftCafe, www.softcafe.com; Restaurant Magic, www.restaurantmagic com; QSR Web, www.qsrweb.com; Chipotle, http://www.chipotle.com; RestaurantOwner.com, www restaurantowner.com; Four Seasons, http://www.fourseasons.com/ Chapter pp 346–347: Yakov Stavchansky/Fotolia p 350: Peter Hansen/Shutterstock p 351: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ; Kristoffer Tripplaar/Alamy p 353: National Center Institute p 354: Cathy Yeulet/123RF p 355: The MyPlate icon featuring the five food groups, USDA p 356: Don Tran/Shutterstock p 359: Reprinted by permission of Sodexo Food Service p 361: Pearson Education, Inc p 364: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 364–366: Nation’s Restaurant News Find more at www.downloadslide.com 650 Credits pp 366–367: Walker, James R Exploring the Hospitality Industry, 3e Copyright © 2014 Pearson Education, Upper Saddle River, NJ p 368: Thuansak Srilao/123RF p 369: Courtesy of James MacManemon pp 370–371: Courtesy of James MacManemon p 373: Courtesy of Fred DeMicco p 376: Courtesy of Greg Dunn p 377: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 377–378: Walker, James R Introduction to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 380: Gate Gourmet www.gategourmet.com; LSG Sky Chefs, http://www.lsgskychefs com; Sodexo, http://www.sodexo.com; Sodexo, http://www.sodexousa.com; United States Department of Agriculture, www.fns.usda.gov; The National Association of College & University Food Services, www.nacufs.org; Aramark, www aramark.com; Teplow, Nate, “29 Statistics Every MSP Needs to Know”, MSP Blog, http://blog.continuum.net/29-statistics -every-msp-needs-to-know; Channel Insider, http://www.channelinsider.com Part III (p 381): Fotodesignhh/Fotolia Chapter pp 382–383: Rob/Fotolia p 386: Chen Chao/Dorling Kindersley, Ltd p 388: David Gaylor/Shutterstock p 389: Jeff Greenberg/AGE Fotostock p 392: Corbis/AGE Fotostock p 393: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ; Steven May/Alamy p 396: E.G.Pors/Shutterstock pp 396–397: JT Watters p 399: World Tourism Organization p 400: Dhoxax/Shutterstock p 402: Reprinted by permission of World Tourism Organization (UNWTO) © p 403: Courtesy of James MacManemon p 404: Pearson Education, Inc p 405: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 406–407: Courtesy of James MacManemon p 408: Bastos/Fotolia p 409: Oleg Znamenskiy/Shutterstock p 411: Courtesy of Patti Roscoe p 413: Elena Elisseeva/Shutterstock p 414: Pcphotos/Fotolia pp 414–415: G Adventures Inc p 416: Debra James/Shutterstock p 418: Courtesy of Ann-Marie Weldon p 419: Waring, Dr Stephen Volunteer Tourism Beckons,” University of Technology, Sydney, January 1, 2002, http://www.uts.edu.au Search for “Volunteer Tourism Beckons” to view this article pp 419–421: Courtesy of Greg Dunn p 422: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 424: World Economic Forum, http://www weforum.org; World Tourism Organization, http://media.unwto.org; World Travel and Tourism Council, http://www.wttc org; About.com, www.about.com; TravelChinaGuide, www.travelchinaguide com; Federal Aviation Administration, http://www.faa.gov; Salary.com, http:// www.salary.com; United States Department of Transportation, Office of the Assistant Secretary for Research and Technology, http://www.rita.dot.gov; Princess Cruises, http://www.princess.com; Cruise Critic, www.cruisecritic.com; Cruise Ship Industry Statistics, American Association of Port Authorities, Florida-Caribbean Cruise Association, http://www.statisticbrain.com /cruise-ship-industry-statistics/; Cruise Lines International Association, www cruising.org p 425: World Tourism Organization, http:// www2.unwto.org; “World and Regions: Inbound Tourism International Tourism Find more at www.downloadslide.com Credits 651 Receipts”, World Tourism Organization (UNWTO) ©, http://dtxtq4w60xqpw cloudfront.net/sites/all/files/pdf/unwto _receipts_1995_2012_graph.pdf; U.S Travel Association, http://www.ustravel org; ITB Asia, http://www.itb-asia.com; NTA, http://ntaonline.com; Expeditioner used by permission; The International Ecotourism Society, www.ecotourism.org; United Nations Educational, Scientific and Cultural Organization, World Heritage Convention, http://whc.unesco.org; University of Technology, Sydney, http://www.uts.edu.au; Slideshare.net, http://www.slideshare.net; http://www hospitalitynet.org; Marketwired, http:// www.marketwired.com Chapter 10 pp 426–427: Dean Fikar/Shutterstock p 428: John R Walker; Svtrotof/Shutterstock p 429: Rickyd/Shutterstock p 430: Bjul/Stock Photo/123RF p 433: Chris LeBoutillier/Shutterstock p 434: Alex Tihonov/Fotolia p 435: Urmoments/Fotolia pp 435–436: Courtesy of James MacManemon p 438: Walt Disney; Moviestore collection Ltd / Alamy p 439: Aroas/123RF p 440: Pichai Tunsuphon/123RF p 444: Menillo/Fotolia p 450: Kokhanchikov/Shutterstock p 455: Manamana/Shutterstock p 459: Global Explorer/Fotolia p 460: ClubCorp, Company Profile, http://www.clubcorp.com (accessed November 25, 2013) p 462: Courtesy of Edward J Shaughnessy p 463: Text provided courtesy of the Club Managers Association of America p 464: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 465: Text provided courtesy of the Club Managers Association of America p 466: Text provided courtesy of the Club Managers Association of America p 467: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 469: Bart Bartlett pp 469–470: Courtesy of Bart Bartlett p 471: Environmental Institute for Golf, www.eifg.org p 472: Margie Martin; Courtesy of Margie Martin pp 475–476: Reprinted by permission of Dr Greg Dunn p 477: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 478: National Club Association: www nationalclub.org; Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ; Club Managers Association of America; National Park Service; National Club Association p 479: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 481: Wikipedia: http://en.wikipedia.org; BrainyQuote: http://www.brainyquote.com; National Park Service: http://www.nps.gov; Knott’s Berry Farm: http://www.knotts com; IAAPA: http://www.iaapa.org; Travel Assist: http://travelassist.com; Walt Disney World, Theme Parks: , http://www wdwinfo.com p 482: Smithsonian Institution, http://www si.edu; NBC Universal: http://www nbcuniversal.com; Water Country USA: http://www.watercountryusa.com; Discovery Cove: http://discoverycove.com; The Hershey Company: http://www thehersheycompany.com; Dollywood: http://www.dollywood.com; Gatorland: www.gatorland.com; Association of Zoos & Aquariums: www.aza.org; San Diego Zoo: www.sandiegozoo.org; National zoo: http:// nationalzoo.si.edu; National Aquarium: www.aqua.org; The field Museum: http:// fieldmuseum.org; Hellenic Ministry of Culture, Education and Religious Affairs: www.yppo.gr; CIA: http://www.cia.gov; UN Documents: http://www.un-documents Find more at www.downloadslide.com 652 Credits net/index.htm; Golf Course Superintendents Association of America: http://www.gcsaa org; Special Olympics: http://www specialolympics.org; Jack Rouse Associates: http://www.jackrouse.com/2012/12/ Theme-Park-Trends-and-What-Museums -Can-Learn-from-Them.cfm; The Business Journals: http://www.bizjournals.com Chapter 11 pp 484–485: Andrew Moss/Fotolia p 492: Pavel L Photo and Video/Shutterstock p 493: Platinum Pictures/Fotolia pp 495–496: Courtesy of Nicholas Thomas p 497: Courtesy of David Schwartz p 498: Chet Gordon/The Image Works pp 500–501: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 506: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 508–509: Courtesy of Nicholas Thomas p 510: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ; Pearson Education, Inc.; Jared McMillen/Aurora Photos/Alamy p 512: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 515: Casino Careers, www.casinocareers com; Courtesy of Greg Dunn; History Extra: http://www.historyextra.com; One for Gambling: www.14g.com; Wikipedia: http://en.wikipedia.org; National Indian Gaming Commission: http://www.nigc.gov; Library Index: http://www.libraryindex com; Insider Viewpoint of Las Vegas: http://www.insidervlv.com; Cesar Corporation: http://caesarscorporate.com; Dovers Downs: http://www.doverdowns com; Simply Hired: http://www simplyhired.com Part IV (p 517): Monkey Business/Fotolia Chapter 12 pp 518–519: Pressmaster/Fotolia p 521: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 525: Naka/Fotolia p 527: Nigel Hicks/Dorling Kindersley, Ltd pp 527–528: Courtesy of Hawaii Convention Center p 528: Hawaii’s Convention Center: http:// www.meethawaii.com/ pp 528–529: Courtesy of James MacManemon p 530: Courtesy of James R Schrock p 531: Courtesy of James MacManemon p 533: Reprinted by permission of San Diego Convention Center p 534: Courtesy of Jill Moran pp 534–535: Courtesy of Jill Moran p 538: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 539–540: Reprinted by permission of Alexandra Stout; Alexandra Stout p 543: Reprinted by permission of San Diego Convention Center p 544: Reprinted by permission of Amanda Alexander; Amanda Alexander p 545: Dean Allen Caron/Shutterstock p 548: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 549: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 549–551: Courtesy of Greg Dunn pp 552–553: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 555: The Center for Association Leadership: http://www.asaecenter.org; Wikipedia: http://en.wikipedia.org; Meetings and Conventions: http://www.meetings -conventions.com Chapter 13 pp 556: JackF/Fotolia p 558: Brett Coomer/AP Images pp 560–561: Courtesy of James MacManemon Find more at www.downloadslide.com Credits 653 p 564: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 565: Jeff Greenberg/PhotoEdit p 567: Jeff Christensen/Newscom pp 571–572: Courtesy of Suzanne Bailey pp 574–575: Joe J Goldblatt, Special Events: Best Practices in Modern Event Management, 2nd ed (New York: John Wiley and Sons, 1997), 2; Joe J Goldblatt, Special Events: The Art and Science of Celebration (New York: Von Nostrand Reinhold, 1990), 1-2 p 576: George G Fenich, Meetings, Expositions, Events, and Conventions: An Introduction to the Industry (Upper Saddle River, NJ: Pearson Education, 2005) p 576: auremar/123RF p 577: Courtesy of Tina Stoughton pp 577–578: Reprinted by permission of Tina Stoughton p 580: A Ramey/PhotoEdit pp 580–581: Courtesy of The International Special Events Society (ISES) p 581: International Special Events Society: http://www.ises.com pp 583–584: Courtesy of James R Schrock p 586: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ pp 586–588: Courtesy of Greg Dunn p 588: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 590: International Festivals & Events Association: http://www.ifea.com p 591: Meeting Professionals International: http://www.mpiweb.org; Hospitality Sales and Marketing Association International (HSMAI): http://www.hsmai.org; ASTM International: http://www.hsmai.org; Meetings.Net: http://meetingsnet.com Chapter 14 pp 592–593: Dmitry/Fotolia p 595: Courtesy of Horst Schulze pp 595–596: Courtesy of Horst Schulze p 596: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 597: Francis Miller/The LIFE Picture Collection/Getty Images p 598: Courtesy of William Fisher pp 598–599: Courtesy of William Fisher p 600: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 602: F1online digitale Bildagentur GmbH/Alamy pp 602–603: Courtesy of Ritz Carlton Company, LLC p 603: Ritz Carlton Company, LLC: http:// www.ritzcarlton.com p 604: How Many Are There? : http://www howmanyarethere.net/ pp 604–605: Courtesy of James MacManemon p 606: Pearson Education, Inc p 607: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 608: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 609: Walker, James R Intro to Hospitality Management, 4e Copyright © 2013 Pearson Education, Upper Saddle River, NJ p 610: Based on: Gary Dessler, A Framework for Management (Upper Saddle River, NJ: Prentice Hall, 2002), p 613: Robert A Beck pp 613–614: Stephen S Hall, Ethics in Hospitality Management: A Book of Readings, American Hotel & Lodging Association p 615: Courtesy of James MacManemon pp 616–618: Courtesy of Greg Dunn p 621: BrainyQuote: http://www.brainyquote com; Strategic Leadership Studies: http:// www.au.af.mil/au/awc/awcgate/usmc /leadership_traits.htm;The Ritz-Carlton Hotel Company: http://www.ritzcarlton com; Capella Hotel Group: http://www capellahotelgroup.com; Prezi: https:// prezi.com; United Nations Global Compact: www.unglobalcompact.org; Walker, John R Introduction to Hospitality Management Pearson Education 2016 Repeated throughout: Agsandrew/Shutterstock ... Online Instructors Manual MyHospitalityLab course To access supplementary materials online, instructors need to request an Â�instructor access code Go to www.pearsonglobaleditions.com /walker, where... response to professors and students who wanted a broader view of the world’s largest industry Introduction to Hospitality complements Introduction to Hospitality Management and Exploring the Hospitality. .. Project Manager, Global Edition: â•… Pooja Aggarwal Senior Acquisitions Editor, Global Edition: â•… Sandhya Ghoshal Senior Project Editor, Global Edition: â•… Daniel Luiz Project Editor, Global Edition: