Foundations of lodging management 2nd by david hayes

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Foundations of Lodging Management Hayes et al 2e ISBN 978-1-29202-678-7 781292 026787 Foundations of Lodging Management David K Hayes Jack D Ninemeier Allisha A Miller Second Edition Pearson New International Edition Foundations of Lodging Management David K Hayes Jack D Ninemeier Allisha A Miller Second Edition 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.pearsoned.co.uk © Pearson Education Limited 2014 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 licence 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: 1-292-02678-2 ISBN 10: 1-269-37450-8 ISBN 13: 978-1-292-02678-7 ISBN 13: 978-1-269-37450-7 British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library Printed in the United States of America P E A R S O N C U S T O M L I B R A R Y Table of Contents Glossary David K Hayes/Jack D Ninemeier/Allisha A Miller 1 Introduction to the Lodging Industry David K Hayes/Jack D Ninemeier/Allisha A Miller 13 The Structure of the Lodging Industry David K Hayes/Jack D Ninemeier/Allisha A Miller 33 Guest Service in the Lodging Industry David K Hayes/Jack D Ninemeier/Allisha A Miller 57 Managing Lodging Operations David K Hayes/Jack D Ninemeier/Allisha A Miller 79 Staffing the Lodging Operation David K Hayes/Jack D Ninemeier/Allisha A Miller 103 The Front Office Department David K Hayes/Jack D Ninemeier/Allisha A Miller 133 The Sales and Marketing Department David K Hayes/Jack D Ninemeier/Allisha A Miller 161 The Housekeeping Department David K Hayes/Jack D Ninemeier/Allisha A Miller 191 The Maintenance Department David K Hayes/Jack D Ninemeier/Allisha A Miller 219 10 Food Service and Meeting Management in Limited-Service Hotels David K Hayes/Jack D Ninemeier/Allisha A Miller 243 11 Food and Beverage Operations: Full-Service Hotels David K Hayes/Jack D Ninemeier/Allisha A Miller 267 12 Hotel Accounting David K Hayes/Jack D Ninemeier/Allisha A Miller 297 I 13 Safety and Security David K Hayes/Jack D Ninemeier/Allisha A Miller 327 14 Careers in the Lodging Industry II David K Hayes/Jack D Ninemeier/Allisha A Miller 353 Index 383 GLOSSARY À la carte A menu that lists its dishes separately and individually priced its failure to purchase the number of rooms it originally agreed to purchase Abandoned Property Items the owner has intentionally left behind Common examples include newspapers, magazines, foods and beverages At-will employment The employment relationship that exists when employers can hire any employee they choose and dismiss an employee with or without cause at any time Employees can also elect to work for the employer or to terminate the relationship anytime they desire to so Accountability An obligation created when a person is delegated duties/responsibilities by higher levels of management Accounts Payable (AP) The sum total of all invoices owed by the hotel to its vendors for credit purchases made by the hotel Also called “AP.” Audit An independent verification of financial records Accounts Receivable (AR) Money owed to the hotel because of sales made on credit Sometimes referred to as “AR.” Authorize To validate or confirm When used in reference to a credit card offered by a guest at the time of check-in, the term “authorize” refers to the office agent’s validation of the card A hotel’s front office validation means: (A) The card is being used legally (B) The card has sufficient credit remaining to pay for the guest’s estimated charges (C) A hold for a dollar amount determined by front office policy has been placed on the card to ensure the hotel’s payment Accounts Receivable Aging A process for determining the average length of time money is owed to a hotel because of a credit sale Accrual Accounting System An accounting system that matches expenses incurred with revenues generated In an accrual system, revenue is considered to be earned when products/ services are provided (not when money paid for them is received); expenses are incurred when products, labor, and other costs are expended to generate revenue (not when the expenses are paid) Advertising Information about a hotel that the hotel pays a fee to distribute Agitation (washing machine) Movement of the washing machine resulting in friction as fabrics rub against each other Air Handler The fans and mechanical systems required to move air through ducts and to vents Allowances and Adjustments Reductions in sales revenue credited to guests because of errors in properly recording sales or to satisfy a guest who has experienced property shortcomings Authority The power or right to direct the activities of others and to enforce compliance Autocratic Leadership Style Leadership approach that emphasizes a “do it my way or else!” philosophy Average Daily Rate (ADR) The average (mean) selling price of all guest rooms in a hotel, city, or country for a specific period of time Back-up Generator Equipment used to make limited amounts of electricity onsite; utilized in times of power failure or when the hotel experiences low supply from the usual provider of electricity Back-up System Redundant hardware and/or software operated in parallel to the system it serves Used in times of failure or power outages, such systems are often operated on batteries For example, a back-up system to the hotel’s PMS would enable continued operation even in the event of a power failure Amenities Hotel products and services designed to attract guests Examples include Internet access and copying services, in-room hair dryers, irons, ironing boards, and microwave ovens, as well as indoor pools, exercise rooms, and in-room movies Ballast The device in an electric discharge lamp that starts, stops, and controls the electrical current to the light Appreciation The increase, over time, in the value of an asset The amount of the increased value is not taxed unless the asset changes hands (is sold) Banquet Event Order (BEO) A form used by sales and food service personnel to detail all the requirements for a banquet event Information provided by the client is summarized on the form, and it becomes the basis for the formal contract between the client and the hotel Asian American Hotel Owners Association (AAHOA) Association of hotel owners who, through an exchange of ideas, seek to promote professionalism and excellence in hotel ownership Asset The resources owned by an organization These include cash, accounts receivable, inventories, goodwill, furniture, fixtures, equipment, buildings, and real estate Atrium A large, open central space used by some hotels for registration, lobby, retail sales, and food services, among other purposes Attrition The difference between the original request of group rooms and the actual pickup of a group For example, a group might reserve 100 rooms but actually use only 50 rooms Because the room rate quoted to the group was based upon the revenue generated from the 100 rooms, the hotel’s standard group contract may require, in such a case, that the group pay a penalty for Banquet A food event held in a hotel’s privately reserved function room Bed and Breakfast Inns Very small properties (one to several guest rooms) owned or managed by persons living onsite; these businesses typically offer one meal a day; also called B&B Benchmark The search for best practices and an understanding about how they are achieved in efforts to determine how well a hospitality organization is doing Bid An offer by a hotel to supply sleeping rooms, meeting space, food and beverages, or other services to a potential client at a stated price If the bid is accepted, the hotel will issue the client a contract detailing the agreement made between the hotel and the client Biohazard Waste Bag A specially marked plastic bag used in hotels Laundry items that are stained with blood or bodily fluids From Glossary of Practical Law of Architecture, Engineering, and Geoscience, Second Canadian Edition, Brian M Samuels, Doug R Sanders Copyright © 2011 by Pearson Canada, Inc Published by Pearson Canada All rights reserved Glossary and thus need special handling are put into these bags for transport to the OPL Case Goods Non-upholstered furniture such as guest room dressers, tables, end tables, desks and the like Black-out Date Specific day(s) when the hotel is sold out and/or is not accepting normal reservations Cash Accounting System An accounting system that considers revenue to be earned when it is received and expenses to be incurred when they are paid Block Rooms reserved exclusively for members of a specific group Used as in, “We need to create a block of 50 rooms for May 10th and 11th for the Society of Antique Furniture Appraisers.” Blood-borne Pathogen Any microorganism or virus that is carried by blood and that can cause a disease Body Language The concept that one communicates by the way one’s arms, hands, and/or legs are positioned during a conversation or presentation Bonafide Occupational Qualification (BOQ) The skills and knowledge to perform a job that are necessary to safely and adequately perform all the tasks required by the job Bond(ing) Purchasing an insurance policy to protect against the possibility that an employee will steal Booking A confirmed sale, such as a reservation (individual or group) or an event Used as in: “What is the current level of group bookings for the month?” or “How many out-of-state tour buses did Monica book last month?” Brand The name of a specific hotel group For example, Holiday Inn and Comfort Inn are two different brands Additional examples of brands include Hyatt, Hampton Inn, Super 8, and Radisson Brand Standard A hotel service or feature that must be offered by any property entering or remaining in a specific hotel brand Used, for example, in: “The franchisor has determined that free wireless internet access in all guest rooms will become a new brand standard effective on January 1st next year.” Cash Bar A beverage service alternative where guests desiring beverages during a banquet function pay for them personally Casino A business operation that offers table and card games along with (usually) slot operations and other games of skill or chance and amenities that are marketed to customers seeking gaming activities and entertainment Many casinos offer lodging accommodations for their visitors Catering The process of selling a banquet event Central Reservation System (CRS) The industry term for the computerized program used to record guest room reservations Centralized Accounting A financial management system that collects accounting data from individual hotels, and then combines and analyzes the data at a different (central) site Centralized Purchasing A purchasing system in which participating properties develop common purchase requirements and combine purchase quantities Suppliers frequently lower the price per purchase unit (per pound or per gallon, for example) as the quantities of items to be purchased increase Certified Public Accountant (C.P.A.) An individual designated by the American Institute of Certified Public Accountants as competent in the field of accounting CFL Short for “Compact Fluorescent Light.” An alternative light source that uses less energy and lasts longer than incandescent light Bureaucratic Leadership Style Leadership approach that emphasizes a “do it by the book” philosophy Chain The hotels operated by a group of franchisees who have all franchised the same hotel brand name Also called a “brand” or “flag.” Buy-out An arrangement in which both parties to a contract agree to end the contract early as a result of one party paying the other the agreed-upon financial compensation Chained Recipe A recipe for an item such as a sauce that is itself an ingredient in another recipe (such as a pasta dish) Calibration The adjustment of equipment to maximize its effectiveness and operational efficiency Call Accounting The system used by a hotel to document and charge guests for the use of their in-room telephones Call Brand Beverages High-priced and higher-quality alcoholic beverages sold by name (such as Johnnie Walker Gold Scotch) rather than by type of liquor (scotch) only Camps/Parks Lodges Sleeping facilities in national, state, or other parks and recreational areas that accommodate visitors to these areas Chamber of Commerce An organization whose goal is the advancement of all business interests within a community or larger business region Sometimes called “the chamber” for short Charter A form of transportation rented exclusively for a specific group of travelers Planes and buses are often chartered for group travel Chief Engineer The employee responsible for the management of a hotel’s maintenance department Sometimes referred to as “maintenance chief.” Cancellation Number A series of numbers and/or letters that serve to identify the cancellation of a specific hotel reservation City Ledger The set of accounts used to record charges to and payments from a hotel’s nonregistered guests (e.g., food or beverage purchases made by a person who is not a registered guest of the hotel) Capital Expenditures The purchase of equipment, land, buildings, or other assets necessary for the operation of a hotel Claim (Insurance) A demand for compensation as the result of loss, injury, or damage Career Fair Trade show–type events which allow prospective job applicants to meet recruiters representing multiple employers in one location during a specified time period Close (folio) To bring to zero the balance due on a hotel guest’s folio Career ladder A plan that projects successively more responsible positions within an organization or an industry Career ladders allow one to plan and schedule developmental activities necessary to assume more responsible positions Closed-Circuit Television (CCTV) A camera and monitor system that displays, in real time, the activity within the camera’s field of vision A CCTV consisting of several cameras and screens showing the camera’s fields of vision may be monitored in a single location Glossary Code of Ethics A statement adopted by an organization that outlines policies developed to guide the making of ethical decisions corporations, and other groups bringing people together for meetings Coding The process of assigning incurred costs to predetermined cost centers or categories Conversion The changing of a hotel from one brand to another Also known as “re-flagging.” Cold Calling Making telephone contact with or an in person sales visit to, a potential client without having previously set an appointment to so Corkage Fee A charge assessed when a guest brings a bottle (e.g., of a special wine) to the hotel for consumption at a banquet function or in the hotel’s dining room Commodity A commonly available and most often unspecialized product Corporate Rate The special rate a hotel charges to its typical business traveler For example, a rate that is 5–20 percent below the hotel’s rack rate might be designated as the hotel’s corporate rate Comp Short for “complimentary” or “no-charge” for products or services Rooms, food, beverages, or other services may be given to guests by management if, in their opinion, the “comp” is in the best interests of the hotel Compensatory Damages A monetary amount intended to compensate injured parties for actual losses or damage they have incurred This typically includes such items as medical bills and lost wages Also known as “actual damages.” Competitive Set The group of competing hotels to which an individual hotel’s operating performance is compared Sometimes referred to as a “Comp Set.” Cost Per Occupied Room (CPOR) Total costs incurred for an item or area, divided by the number of rooms occupied in the hotel for the time period examined Cross-Cultural Adaptability The extent to which a person can adjust (adapt) to another culture Cross-Functional Teams A group of employees from each department within the hospitality operation who work together to resolve operating problems Cruise Ship A passenger vessel designed to provide leisure experiences for people on vacation at sea Conference Center A specialized hospitality operation specifically designed for and dedicated to the needs of small- and medium-sized meetings of 20 to 100 people Culture Shock The feeling of disorientation, confusion, and changes in emotions created when one visits or lives in a different culture Confirmation Number A series of numbers and/or letters that serve to identify a specific hotel reservation Curb Appeal The initial visual impression the hotel’s parking areas, grounds, and external buildings create for an arriving guest Consortia Groups of hotel service buyers organized for the purpose of reducing their clients’ travel-related costs A single such group is a consortium Damages The actual amount of losses or costs incurred due to the wrongful act of a liable party Contact Alarm A warning system that notifies (contacts) an external entity, such as the fire or police department, if the alarm is activated Decentralized Accounting A financial management system that collects accounting data from an individual hotel site and combines and analyzes it at the same site Continental Breakfast A simple breakfast consisting of fruit juice or fruit, coffee, and toast or a pastry Deep Cleaning Intensive cleaning of a guest room Typically includes thorough cleaning of such items as drapes, lamp shades, carpets, furniture, and walls Regularly scheduled deep cleaning of guest rooms is one mark of an effective housekeeping department Continuous Quality Improvement (CQI) Ongoing efforts within a hospitality operation to better meet (or exceed) guest expectations and to define ways to perform work with better, less costly, and faster methods Contract rate A fixed term room rate that is agreed to in advance and for the length of the contract agreement Contribution Margin The amount of revenue remaining from food revenue after the cost of the food used to generate the sale is paid for Controller The individual responsible for recording, classifying, and summarizing a hotel’s business transactions In some hotels, this position is referred to as the comptroller Controlling The process of comparing actual results to planned results and taking corrective action as needed Convenience Food Food or beverage products that have some labor “built in” that otherwise would have to be added onsite For example, a minestrone soup may be purchased pre-made in a frozen or canned form Convention and Visitors Bureau (CVB) An organization, generally funded by taxes levied on overnight hotel guests, which seeks to increase the number of visitors to the area it represents Also called the “CVB” for short Convention Hotel A lodging property with extensive and flexible meeting and exhibition spaces that markets to associations, Delivery Invoice A statement from the supplier that accompanies product delivery and provides information to establish the amount of money due to the supplier This information includes name of product, quantity, and price, and must be signed by a hotel representative to confirm that the products were delivered Deluxe Hot Breakfast A breakfast with hot food choices offered by a limited-service hotel Demand Generator An organization, entity, or location that creates a significant need for hotel services Examples in a community include large businesses, tourist sites, sports teams, educational facilities, and manufacturing plants Democratic Leadership Style Leadership approach that emphasizes a “let’s work together and determine the best way to it” philosophy Demographic Factors Characteristics such as age, marital status, gender, ethnicity, and occupation that help to describe or classify a person as a member of a group Depreciation The reduction in the value of an asset as it wears out This non-cash expense is often termed a “tax write-off” because the decline in the value of the asset is tax deductible Depressed Market A hotel market area where occupancy rates and/or ADRs are significantly below their historical levels Glossary Direct Bill A financial arrangement whereby a guest is allowed to purchase hotel services and products on credit terms Direct Mail The process of sending an advertisement to clients by U.S mail service The total cost of a direct mail piece includes the expenditures for the advertisement’s design, printing, and mailing Direct Report An employee over whom a supervisor has immediate authority For example, a sous chef is a direct report of the executive chef Entry-level Employees Staff members working in positions that require little previous experience and who not direct the work of other staff members Sometimes called “hourly” employees Ethics A person’s beliefs about what is right or wrong Exchange Rate The rate at which the money of one country is traded (exchanged) for the money of another country Executive Housekeeper The individual responsible for the management and operation of a hotel’s housekeeping department Directing The process of supervising staff members in the workplace Expatriate A citizen of one country who is employed in another country Example: a United States citizen working in Asia would be considered an expatriate by his/her Asian counterparts Director of Sales and Marketing (DOSM) The person responsible for leading a hotel’s marketing efforts Job title variations include DOS (director of sales) and DOM (director of marketing) Extended-Stay Hotel A moderately priced, limited-service hotel marketing to guests desiring accommodation for extended time periods (generally one week or longer) Discipline Corrective actions designed to encourage employees to follow established policies, rules, and regulations External recruiting Tactics designed to attract persons who are not current hotel employees for vacant positions at a property Distance Learning Courses Formal education (training) programs that are available to students or trainees in remote locations Diversity The range of differences in attitudes, values, and behaviors of employees relative to gender, race, age, ethnicity, physical ability, and other personal characteristics Federal Trade Commission (FTC) Government agency that enforces federal antitrust and consumer protection laws It also seeks to ensure that the nation’s business markets function competitively and are free of undue restrictions caused by acts or practices that are unfair or deceptive Drop In A potential buyer of a significant number of rooms or hotel services who arrives at the hotel without an appointment FF&E The furniture, fixtures, and equipment used by a hotel to service its guests Duct A passageway, usually built of sheet metal that allows fresh, cold, or warm air to be directed to various parts of a building FF&E Reserve Funds set aside by ownership today for the future “furniture, fixture, and equipment” replacement needs of a hotel Electric Discharge Lamp A lamp in which light is generated by passing electrical current through a space filled with a special combination of gases Examples include fluorescent, mercury vapor, metal halide, and sodium Financial Statements Financial summaries of a hotel’s accounting information Also called the hotel’s “financials.” Embezzlement The theft of a company’s financial assets by an employee Emergency Maintenance Maintenance activities performed in response to an urgent situation Emergency Plan A document describing a hotel’s predetermined, intended response to a safety/security threat it may encounter Employee handbook Written policies and procedures related to employment at the hotel; sometimes called an “employee manual.” Employee-to-Guest Ratio The number of employees relative to the number of guests In the lodging industry, this is typically expressed in terms of employees per room; a 500-room luxury, fullservice property may have 500 employees: a 1:1 employee-to-guest ratio A 100-room limited-service property may have 25 employees: a 1:4 employee-to-guest ratio Employer of Choice The concept that the hospitality operation is a preferred place of employment in the community for applicants who have alternative employment opportunities Empowerment The act of granting authority to employees to make key decisions within their areas of responsibility Energy Management Specific engineering, maintenance, and facility-design policies and activities intended to control and reduce energy usage Finger Foods Small sandwiches, salty snacks, sliced vegetables, cubed cheese and other foods that not require flatware or other service items for guest consumption First-tier Management companies that operate hotels for owners using the management company’s trade name as the hotel brand Hyatt, Hilton, and Sheraton are examples Fiscal Quarter Any three-month period within the 12-month period that makes up a company’s operating year For example, January, February, and March would make up the first fiscal quarter of an operating year that began on January 1st and ended on December 31st Fixed Charges The expenses incurred in the purchase and occupation of the hotel These include rent, property taxes, insurance, interest, and depreciation and amortization Flambé A cooking procedure in which alcohol (ethanol) is added to a hot pan to create a burst of flames Folio Detailed list of a hotel guest’s room charges as well as other charges authorized by the guest or legally imposed by the hotel FOM The hotel industry term for a front office manager Food Cost per Guest (Limited-Service Hotels) The average amount expended for breakfast for each guest served Food Cost per Guest is calculated as: Total Breakfast Food Cost (÷) Number of Guests Served = Food Cost Per Guest Foot-candle A measure of illumination One foot-candle equals one lumen per square foot Engineering Designing and operating a building to ensure a safe and comfortable atmosphere Forecast (revenue) An estimate of the rooms revenue to be achieved on specific future dates Entrepreneur A person who assumes the risk of owning and operating a business in exchange for the financial and other rewards it may produce Forecast (rooms) An estimate of the number and type of rooms to be sold on specific future dates Also referred to as a “demand” forecast or “occupancy” forecast Glossary Franchise An arrangement whereby one party (the franchisor) allows another party to use its logo, brand name, systems, and resources in exchange for a fee Franchise Agreement A legal contract between a hotel’s owners (the franchisee) and the brand managers (the franchisor) that describes the duties and responsibilities of each in the franchise relationship Group Contract A legal document used to summarize the agreement between a hotel and its group client Group Master (reservation): The reservation information related to creating a group block, including information such as rates to be paid, cut-off dates, and the group’s contact person as well as other information specific to that group Franchise Offering circular (FOC) Franchise disclosure document prepared by a franchisor and registered and filed with the state governmental agency responsible for administering franchise relationships Group Rate Special discounted room rates given to customers who agree to buy a large number of room nights for their group In smaller hotels, any customer buying 10 or more room nights would likely qualify for a group rate In larger hotels, the number of rooms required to qualify can vary to a greater number Franchise Service Director (FSD) The representative of a franchise brand who interacts directly with a hotel franchisee Different brands may title this important position somewhat differently, but each will have a comparable position Guarantee A contractual agreement about the number of meals to be provided at a banquet event The event’s sponsor agrees to pay for the number of guests served or the guarantee, whichever is greater Franchisee An individual or company that buys, under specific terms and conditions, the right to use a brand name for a fixed period of time and at an agreed-upon price Guest Check Average The average amount spent by a guest for a room service or dining room order The formula for calculating Guest Check Average is: Total Revenue ÷ Total Number of Guests Served = Guest Check Average Franchisor An organization that manages a brand and sells the right to use the brand name Fraud The intentional use of deceit, trickery, or other dishonest methods to take another’s money or property Frequent Guest Program A promotional effort administered by a hotel brand that rewards travelers every time they choose to stay at the brand’s affiliated hotels Typical rewards include freenight stays, room upgrades, and complimentary hotel services Front Desk The area within the hotel used for guest registration and payment Front Office The department within the hotel responsible for guest reservations, registration, service, and payment Full-Service Hotel A lodging facility that offers complete food and beverage services Function Room A designated hotel space that can accommodate different types of special events General Manager (GM) The traditional title of the individual at a hotel property who is responsible for final decision-making regarding property-specific operating policies and procedures Also, the leader of the hotel’s management team Generally Accepted Accounting Principles (GAAP) Techniques, methods, and procedures utilized by all accountants in the preparation of financial statements GFI Outlet Short for “Ground Fault Interrupter” outlet This special electrical outlet is designed to interrupt power (by “tripping” or “blowing”) before significant damage can be done to a building’s wiring system These outlets are most commonly installed in the bathroom or vanity areas of a hotel room, where high-voltage usage (such as high wattage hairdryers) or high moisture levels can cause electrical power interruptions Global Distribution System (GDS) Commonly referred to as the GDS, this computer system connects travel professionals worldwide for the purpose of reserving hotel rooms for their clients GOPPAR The amount of profit made from room sales divided by the number of rooms available to sell Gross Operating Profit (GOP) The amount of revenue generated in a defined time period minus its management controllable expenses for that same period Guest History Information related to the past stay(s) of one guest Guest Ledger The set of accounts used to record charges to, and payments from, a hotel’s registered guests Also called a “front office ledger” or “rooms ledger.” Guided Tour A group tour package that includes the services of one or more tour guides Head Table Special seating at a banquet event reserved for designated guests Health hazard Aspects of the workplace that can lead to a decline in an employee’s health Examples include stressful working conditions and exposure to toxic chemicals Historical Data Information related to the stays of past guests Collectively, this information details the history of all past hotel guests Hospitality industry Organizations that provide lodging accommodations and food services for people when they are away from home Hospitality Suite A guest room rented by a supplier/vendor, usually during a convention/conference, to provide complimentary food and/or beverages to invited guests Hosted Bar A beverage service alternative in which the host of a function pays for beverages during all or part of the banquet event Also known as an “open bar.” Hosted Event Functions that are complimentary for invited guests; costs are borne by the event’s sponsor A hosted bar may offer free beverages to wedding party guests, and a corporate sponsor may pay for a hosted reception in a hospitality suite Hotel An establishment that provides sleeping rooms as well as various services to the traveling public Hotel Shuttle A vehicle used by a hotel to transport guests to and from such destinations as airports, restaurants, and shopping Hotelier The owner/manager of one or more hotels House Brand Beverages Alcoholic beverages sold by type (scotch) rather than by brand that are served when a call or premium brand beverage is not requested; also called “speed-rail,” “well,” or “pour brand.” House Count An estimate of the number of actual guests staying in a hotel on a given day www.downloadslide.net Careers in the Lodging Industry SUCCESSFUL INTRAPRENEURS SHARE COMMON TRAITS • They are driven by a vision for a better way of doing things and have the desire to implement better ways of doing things • They consider risks and assess ways to manage them • They are consistent and recognize that purposeful change takes time • They use careful analysis when information is available, and intuition influenced by knowledge and experience when it is not • They are honest and share good and bad results with others • They are willing to the work necessary to further their ideas • They share credit with their teams • They keep the best interests of their hotel and its guests in the forefront of decision-making • They stick to their goals but are realistic about the best tactics to attain them • They have a clear vision about what must be done • It should come as no surprise that the traits of successful intrapreneurs are very similar to those of successful entrepreneurs! You have learned that people from around the world increasingly travel and require lodging and food services as they so Since people travel everywhere, hotels need to be everywhere to provide travelers with the services and products they require Employment opportunities in the hotel industry are available around the world Positions outside of one’s country can be especially rewarding and personally enjoyable However, they can also lead to professional and personal frustration! Because that is true, a decision to seek employment in the international hotel industry must be the result of careful study Working in Another Country Very large American-owned hotel organizations own and can operate properties in the United States and throughout the world Large hotel organizations owned by Asians, Europeans, and people of other nationalities own and can operate properties in the United States and other regions of the world It is, therefore, increasingly true that promotions within a multi-unit organization may involve relocating around the country and even to other parts of the world What should one consider when making a decision about whether to become an expatriate hotel manager? The hospitality industry offers many global and domestic opportunities to choose from Thinkstock/Photos.com/Jupiterimages/Getty Images 376 www.downloadslide.net Careers in the Lodging Industry LODGING ONLINE Marriott is one of several American hotel companies with properties worldwide To see where it operates hotels, go to: www.marriott.com/ When you arrive, select “Country” to see a list of the countries where Marriott hotels are located Would you consider a five-year assignment in a foreign country? A one-year assignment? LODGING LANGUAGE Expatriate: A citizen of one country who is employed in another country Example: a United States citizen working in Asia would be considered an expatriate by his/her Asian counterparts Anyone considering work in a foreign country must take several things into account including: The Political Environment The United States is incredibly fortunate to have a stable and long-standing legal and political system Political evolution is slow, and changes are made in a democratic manner This is not the case everywhere Governmental structures are much less stable in some countries This can result in societal turmoil, overnight changes in leadership, laws, and travel restrictions, and the potential for personal harm The decision about managing a hotel and protecting oneself and one’s family in these environments generally signals a “don’t go!” for most persons Fortunately, in many countries, while the legal/political environment is different from that in the United States, opportunities for professional success and personal enjoyment exist Economic Issues The cost of doing business and living in other countries can be a concern Diverse tax laws have an obvious effect on business decisions Currency exchange rates impact business and personal decisions LODGING LANGUAGE Exchange rate: The rate at which the money of one country is traded (exchanged) for the money of another country Expatriate hotel managers have an advantage when, for example, they are paid a competitive salary in dollars but work in a country where the dollar purchases significantly more than it would in the United States Cultural Environment People living in a country share a national culture of values and attitudes that influences their behavior and shapes their beliefs about what is important In order to work in another country successfully, it is advisable to learn about and become sensitive to its culture LODGING LANGUAGE National culture: The values and attitudes shared by citizens of a specific country that impact their behavior and shape their beliefs about what is important National culture can have a significant impact on how employees view their work and one other Differences between people from different countries relative to how to they treat each other, behave, compete, and value punctuality (being on time for meetings and appointments) are examples of issues that can significantly affect one’s attitudes about and ability to work and live in another country 377 www.downloadslide.net Careers in the Lodging Industry Expatriates working in a country with a national culture similar to their own are less likely to suffer from culture shock than will their counterparts relocating to a country with a more diverse culture For example, managers originally working in a large city in the United States, and then moving to a large city in Western Europe, would likely feel more at home than would those managers moving to a very rural part of a third-world country LODGING LANGUAGE Culture shock: The feeling of disorientation, confusion, and changes in emotions created when one visits or lives in a different culture Success Factors in Global Assignments Figure 11 identifies the key factors that influence whether expatriate managers are successful Figure 11 is a self-test that may be of interest if you are considering a global assignment Some (but not all) of these factors are easy to assess A person who does not adapt well to change is more likely to have difficulty adjusting to work and living in another culture Someone who desires an expatriate position will be happier than others who take the position only for the sake of career advancement Expatriates with an understanding of the host country’s national culture will know what they are getting into; fewer surprises are likely which may detract from their continued interest in living/working there Persons with the knowledge/skills required for successful job performance will feel less stress on the job (and about job security) than those who not have the necessary job knowledge/skills Check ( ) one box for each factor noted below FACTOR MAYBE (A LITTLE) YES You are able to adapt to change ❑ ❑ ❑ You want to live in another country ❑ ❑ ❑ You understand the country's national culture ❑ ❑ ❑ You know the country's language ❑ ❑ ❑ You have the knowledge/skill needed for successful job performance ❑ ❑ ❑ You have the necessary human relations abilities to manage employees with backgrounds significantly different than yours ❑ ❑ ❑ You have previous experience(s) working or living in another country ❑ ❑ ❑ Your family will support the decision to accept a global assignment and to adapt to life in another country ❑ ❑ ❑ You have positive reasons (motivations) which influence your interest in a global assignment ❑ ❑ ❑ You have reasonable expectations about the experiences you will have ❑ ❑ ❑ You are willing to listen to and try to understand the perspectives of others ❑ ❑ ❑ FIGURE 11 Checklist of Factors Important to Expatriate Success 378 NO www.downloadslide.net Careers in the Lodging Industry WHAT TIME IS IT ANYWAY? Americans typically value punctuality For example, if they have an appointment at 11:00 a.m., most of them make every effort to be where they need to be at 11:00 a.m By contrast, the concept of 11:00 in the morning can mean something entirely different to people in other countries For example, in some South Pacific Islands, 11:00 in the morning means anytime during the hour of 11:00 in the morning Therefore, if a person arrives at an 11:00 meeting at 11:50 a.m or even 11:59 a.m., attendees will be on time for an 11:00 a.m meeting Equally frustrating for some expatriate managers from the United States is that the meeting itself, which was scheduled to convene at 11:00 a.m., may not actually begin until 11:30 a.m., 11:45 a.m or even later! Interactions with people on and off the job are likely to be a significant factor in whether an expatriate position is successful Hotel professionals typically think of themselves as people persons; however, they must be effective not only when interacting with fellow workers in their organizations but with their neighbors where they live while in the host country Managers with previous experience in another country are likely to know what they are getting into, and their positive attitude and previous professional and personal experiences will be helpful Whether family members are interested in relocating and their general support of the decision are significant concerns that will impact the success of the global assignment One’s motivation to accept an international assignment is important Consider the manager who volunteers for reasons of personal and professional growth and “adventure,” and another manager who is told that it is a good career move Expectations about a global assignment must be reasonable Effective transition training help the manager to realize what working and living in another country will really involve The ability to listen and attempt to understand the beliefs of others is very important Expatriate managers are likely to experience ideas expressed by co-workers, employees, and others in the host country which are profoundly different than theirs Seldom, if ever, is a global hotel management assignment successful by chance alone Many factors must be in place for an assignment to be acceptable When these factors work against the international assignment, they can, at best, cause strain and stress, and at worse can yield very unpleasant professional or personal experiences Figure 12 reviews the factors that influence the success of managers in global assignments Note that Figure 12 first addresses the candidate The types of personal concerns and factors noted here and discussed above are important considerations The selection process is also an important factor in the success of a global assignment Until recently, some hotel organizations made international assignments by doing little more than asking the question “Who wants to go?” or by making the statement “You really should go!” Today, however, a more focused and formalized selection process is generally utilized Since expatriate assignments often fail because employees or their families have difficulty adjusting, their level of cross-cultural adaptability becomes important LODGING LANGUAGE Cross-cultural adaptability: The extent to which a person can adjust (adapt) to another culture The extent to which one can readily adapt to a new culture can be assessed by: • Administering cross-cultural assessment tools to the employee/spouse/family to assess attitudes and attributes that are important for adjustment 379 www.downloadslide.net Careers in the Lodging Industry Candidate Job Skills Abilities Family Support Experience Expectations Motivation(s) Selection Process CrossCultural Assessment Tools Interview/ Counseling Tools Use of Personal Development Tools Detailed Information Transitional Training Before Departure Expatriate (In new culture) After Arrival Cultural Awareness Training Language Counseling Business Practices Business/ Social Protocols Hospitality Employment Organization Job-Related Training After Arrival Social Support Position Responsibility/ Work Tasks Compensation Non-Work Factors National Culture Personal Adaptation Family Adaptation Personal/ Family Lifestyle Living Arrangements Social Interactions Logistical Support FIGURE 12 Factors Influencing Success of Global Assignments • Interviewing and counseling sessions to further explore the potential for cultural adjustment • Considering the availability and quality of cross-cultural support programs provided by the employer • Providing detailed information to help the staff member understand the international assignment and adapt to day-day life in the host country Figure 12 indicates that transitional training is also important Employees selected for international assignments will, ideally, receive training before they depart Examples of topics for which training should be provided include: Cultural Awareness To teach them how the national culture affects work relations, and how teamwork and productivity can be enhanced when working with staff members from that culture Language Training English is widely spoken in many countries (at least in the world of business) However, expatriates must also live in the community where a foreign language may be commonly spoken and thus they will likely need to acquire basic language fluency to enjoy their lives off the job Business Practices Changes in basic business practices may be necessary, including information about applicable laws, tax issues, and the availability of required resources Business and Social Protocols The specific do’s and don’ts of business and social practices in other countries vary and they must be learned Transitional training after arrival in the new country is very helpful This can be provided several weeks after the expatriate manager arrives Managers and their families will have had an opportunity to experience the new environment and to interact with local citizens, and they may be seeking answers to numerous questions Their beginning efforts at becoming culturally aware can form the foundation for training and counseling that will make their foreign assignment more enjoyable and rewarding Several factors influence the success of a global assignment after the expatriate has arrived in the country These are: Hospitality Employment This includes the organization’s job-related training after arrival, social support when on and off the job, and logistical support (e.g., information about which are the best schools for one’s children) The position itself, including for example, specific job responsibilities and compensation 380 www.downloadslide.net Careers in the Lodging Industry LODGING ONLINE Those working in the hospitality field can join the professional trade associations located in their own countries but may also consider becoming active in the Paris-based International Hotel and Restaurant Association To examine an overview of this association’s goals and activities, go to: What are the advantages or disadvantages of joining an international association of hoteliers who shared your same managerial interest areas? www.ih-ra.com/ are important Other benefits for expatriates may include extended annual leave, travel reimbursements to and from the host country, educational expense reimbursements for family members, costs of moving household belongs to and from the host country, and insurance or reimbursements for emergency travel costs Non-Work Factors Expatriates and their families must adapt to the host country’s culture The personal and family lifestyle that is enjoyed will influence the assignment’s success For example, the expatriate’s living arrangements, including transportation to and from work and the numerous non-work social interactions, will impact willingness to continue the assignment The hotel industry is an exciting one wherever you may work and whatever position you may hold Hoteliers who strive to excel and who continue to learn throughout their careers will meet with great professional and personal success and satisfaction Lodging Language Distance Learning Courses Residential Education Programs Career Fairs Promote from Within Ethics Code of Ethics Job Rotation Job Enlargement Interdisciplinary Entrepreneur Intrapreneur Subordinates Expatriate Exchange Rate National Culture Culture Shock Cross-Cultural Adaptability For Discussion Give three specific examples (one each) of questions you can ask faculty members, campus recruiters, and school alumni to gain information you could use to identify potential future employers What you think would be the single biggest advantage and disadvantage to working with a large organization? A small organization? If you were a recruiter for a hotel organization, what would be among the most important factors you would consider as you recruited management trainee applicants? What will be your two most important concerns as you evaluate alternative job offers? Why are these factors most important to you? Some graduating students view starting salary as more important than benefits when selecting their initial employer? Others view benefits as more important What factors you think impact these alternate views? What risks would be of most concern to you if you were thinking about starting your own business? Assume that you are a department head in a lodging organization that believes in and practices intrapreneurship What percentage of your total compensation would ideally be based upon your ability to attain predetermined goals? How much discretion would you want in making decisions under this ideal situation? How you think the national culture of a host country impacts the management of hotels in that country? Give two specific examples What would be some of the biggest challenges in your professional and work lives if you were an expatriate managing a hotel in a country whose language you were fluent in? If you were not fluent in the country’s language? 10 Would you be willing to manage a hotel in another country? Why or why not? 381 www.downloadslide.net Careers in the Lodging Industry Team Activities TEAM ACTIVITY TEAM ACTIVITY The chapter provides examples of competencies that are necessary for job success Identify three of the competencies you feel are most important For each of these: Review the section of the chapter that addresses international job placement Consider five things your team feels would be important to know about a host country before agreeing to accept a job there (e.g., the educational system in place or the religious tolerance practiced) Explain how you would go about obtaining relevant information about each of these five topics Cite an additional example of how the competency would be used Provide an example of a hotel problem that can occur if the competency has not been mastered 382 www.downloadslide.net Index Page references followed by "f" indicate illustrated figures or photographs; followed by "t" indicates a table A abbreviations, 195 Abilities, 41, 107-109, 113, 118, 141, 166, 185, 263, 356, 362, 365, 368, 375, 378, 380 Abuse, 126, 326 Account executive, 292 Accountability, 1, 71, 77, 194, 365 Accountants, 2, 5, 46, 83, 299, 301, 321 Accounting, 1-5, 7-8, 41, 75, 91, 93, 101, 133-137, 155-159, 250-251, 254, 264, 271-272, 297-326 Accounting department, 315 Accounting practices, 301 Accounting rules, 325 Accounting standards, 325 Accounting systems, 155, 298-301, 308, 320 accounts payable, 1, 298, 316-318, 324, 326 Accounts receivable, 1, 11, 220, 298, 312-313, 315-316, 323-326 accounts receivable aging report, 313, 315-316 accuracy, 7, 10, 49, 136-137, 153, 179, 283, 305, 307-308, 311, 321, 325 of information, 49, 136, 179, 307 Achievement, 82, 87, 126, 362 Adaptation, 380 addresses, 65, 67, 119, 128-129, 180, 243, 351, 365, 379, 382 adjustments, 1, 155, 158, 167, 193, 227, 229, 298, 306, 310, 312, 325 ADR, 1, 9-11, 13, 19-21, 31-32, 46-47, 54, 109, 138-139, 141, 148, 158, 164, 168, 174-175, 184-188, 255, 304-308 ADRs, 3, 37-38, 47, 142 Advances, 85, 91-92, 97, 120, 288 Advantages, 39, 42, 46, 54, 74, 91, 99, 101, 103-104, 131, 150, 160, 171, 217, 242, 264, 282, 318, 326, 360-362, 381 Advertising, 1, 11, 44-45, 69, 77, 90, 95, 131, 160, 163, 168-170, 173, 179, 183-185, 187-188, 261, 275, 295, 316, 362 corporate, 11, 77, 131, 173, 362 evaluating, 184-185 local, 169-170, 184, 261 online, 45, 69, 77, 90, 163, 168, 173, 183, 261 product, 275 retail, types of, 173, 184, 295, 362 Advertising campaign, 44 Affect, 8, 30, 54-55, 82, 85, 89, 95, 97, 104-105, 112, 114, 128, 135, 139, 148, 167, 189, 200, 220, 223, 225-226, 235, 239-240, 265, 292, 303-304, 326, 339, 341, 346, 351, 354, 366, 377 Age, 3-4, 129-130, 222-223, 235, 274-275, 312, 316, 331 Agencies, 8, 28-29, 144, 173, 175, 300, 327, 372 Agent, 1, 6-8, 11, 26-29, 32, 93, 122, 132, 141, 147, 149-150, 153, 155, 171-172, 181, 196, 205, 228, 261-262, 309-310, 312, 335, 348 Agents, 13, 23-24, 26-30, 150, 170-172, 181, 188, 195, 261, 335 report, 188, 195 special, 23, 170, 181, 188, 261, 335 agreement, 1, 3, 5, 7, 34, 37, 40-41, 45-49, 54, 94, 104, 146, 165, 289-291, 365 Agreements, 33, 37, 41, 46, 48-50, 54 AIDS, 128 All-inclusive, 8, 27, 155 Allowances, 1, 193, 229, 298, 306, 310, 312, 325 American Institute of Certified Public Accountants, 2, 299, 301 AICPA, 301 Americans with Disabilities Act, 342 Amortization, 4, 322 Animals, 204, 208, 241 annual reports, 365 anticipate, 74, 94, 255, 257, 302 appearance, 181, 184, 210, 219, 365-366 Application, 41, 85, 110-111, 116, 118, 182, 221, 313-316 Applications, 237, 287, 315 Art, 70, 79, 85-86, 96, 101, 107, 147, 232 Asia, 4, 375, 377 Assets, 2, 4, 10, 34, 220, 303, 308, 323-325, 327-328, 344-348, 350, 352 current, 2, 4, 324, 345 fixed, 4, 323-324 Atlas, 15 attention, 67, 69, 71, 73, 76, 92, 94, 96, 109, 130, 148, 166, 172, 177, 181, 198, 204, 207, 227, 231, 234-235, 283, 286, 291, 309, 314, 318, 341, 350, 354, 370, 374 Attitudes, 4, 7, 82, 105, 107, 110, 121, 126, 130, 377, 379 of employees, 4, 126, 130 Attorneys, 46, 93 Attribute, 356 attributes, 172, 354, 356, 379 auditing, 301 Auditors, 88 Audits, 301, 349 Authority, 1, 4, 6-7, 48, 58, 64, 71-72, 74, 83-85, 87, 98-101, 155, 197, 272, 333 authorization, 6, 9, 75, 153, 235, 310, 315, 334 Autocratic, 1, 108-109, 131 Automobile industry, 25 availability, 7, 54, 72, 111, 133, 135, 145, 149-150, 243-244, 250, 252, 257, 261-262, 275-276, 285, 288, 290, 358, 380 Available, 3-5, 7-11, 13, 19-21, 25-26, 32, 41-42, 47, 52-53, 60-61, 64-65, 68, 75-77, 79, 82, 85, 92-93, 109, 118, 120-122, 124, 133, 136-138, 140-143, 147, 149-152, 154, 177-178, 183-185, 192, 196, 198, 203, 208, 210, 215-216, 231, 242, 243-245, 247, 251, 253-254, 257-258, 261-264, 269-270, 273, 276-278, 283, 293, 305-309, 325, 328, 331-333, 337-339, 342, 356, 358-361, 363-365, 367-368, 370, 372-373, 376 Awareness, 7, 70, 163-164, 188, 235, 351, 380 B background check, 218 Background checks, 351 backup, 91 bad news, 169, 227 Balance sheet, 298-299, 321, 323-326 Balance sheets, 299, 322, 324 Bankruptcy, 37, 40 Banks, 41, 46 Banners, 54 Behavior, 7, 86, 108, 113-114, 125, 159, 197, 312, 331, 337, 349, 370, 377 Benchmarking, 59, 64, 186 Benefits, 41-42, 61, 64, 101, 104, 111, 115, 117, 119-121, 129, 131-132, 146, 179, 222, 272, 313, 358-361, 381 extended, 313, 381 service, 61, 64, 111, 115, 119, 121, 179, 272 Best practices, 1, 64, 105, 351 Beverage industry, 22 Bid, 1, 28, 146, 160, 165-166, 188 billing, 143, 176, 291-292, 305, 310, 313-316, 349 Blending, 26 blogs, 11, 118, 183 business, 183 board of directors, 30, 164 Boards of directors, 130 Body language, 2, 110, 131 Borrowing, 325 brackets, 232 Brand, 2-5, 8, 10, 16, 24, 33-34, 38, 42-55, 79, 89, 94-96, 99-102, 139, 150, 164, 169-170, 180, 186-189, 193, 220, 222-223, 244, 248-250, 252, 293-294, 304, 312, 361 decisions about, 99, 193, 248 managing, 8, 38, 53, 79, 89, 94-96, 99-102, 169, 186, 188, 248, 361 overview, 33, 79 packaging, 10, 169 Brand management, 47-48 Brand managers, 5, 46-48, 50, 53-54, 94-95, 100-102, 150, 170, 186, 189 Brand names, 45-46, 55 Brands, 2, 5, 39, 43, 45-48, 51-55, 95, 150, 164, 170-171, 175, 186, 189, 243, 248-250, 252, 261, 361 defined, 5, 164 family, 171, 243 importance of, 261 individual, 2, 5, 43, 52-54, 150, 170-171, 175, 186, 361 national, 2, 46, 170, 252 Breakdown, 306, 319 Budget, 18, 20, 31, 54, 107, 127, 161, 166-169, 185, 187, 222, 226, 250, 252, 264, 298, 302-304, 319, 321, 323, 326 Budgeting, 168-169, 197, 298, 302-303, 326 capital, 303 Business cards, 180, 183 Business environment, 82, 350 Business markets, 4, 48 Business strategy, 302 Buyers, 3, 30, 38, 43, 61, 145, 150, 174-175, 177, 183, 321 Culture, Product, 3, 61 Role, 321 Buzz, 144 C Call centers, 148, 170, 362 Canada, 1, 13, 33, 57, 79, 103, 133, 161, 172, 191, 219, 243, 267, 285, 297, 327, 353 Cancellation, 2, 149, 159, 165, 291 Capabilities, 226, 245-246, 290 Capacity, 25, 204, 221, 276 Capital, 2, 41, 286, 303, 325, 352, 373 requirements, 2, 41, 286 working, 41, 373 Carbon footprint, 91, 257 Career, 2, 54, 84-85, 89, 92, 97, 103, 109, 113, 115, 131, 158, 200, 295, 353-365, 368-374, 378-379, 381 Career opportunities, 354 career planning, 354-355, 372 Careers, 22, 85, 115, 117, 126, 197, 353-382 Cash flows, 298-299, 321-322, 325 Cash management, 310 Cell phones, 156-157, 235 Certification programs, 75-76 Channel, 292, 302 Channels, 227, 362 Service, 227, 362 Character, 96 Development, 96 Check-in services, 61 checklists, 207, 223 Checkout, 16 Chief executive officer, 370 Chief financial officer, 100 Children, 44, 152, 162, 255, 264, 331, 334, 339-340, 380 Civil rights, 93 Claims, 47, 49, 118, 202, 339, 349 expenses, 349 383 www.downloadslide.net fraudulent, 349 investigation, 349 record, 47 Classification, 13 Climate, 169 Closing the sale, 147 Management, 147 clothing, 7, 202, 216 Coaching, 94, 372 Code of conduct, 301 Code of ethics, 3, 370-371, 381 coding, 3, 318-319, 326 Cold calling, 3, 178, 188 Collections, 316 Colleges, 19, 117, 361, 364-365 Commitment, 9, 43, 72, 91, 95, 124, 146, 193, 198, 285, 331, 338, 364, 374 committees, 364 Commodities, 61, 68 Communication, 61, 90, 103, 109-110, 146, 180, 194, 196, 287, 289, 291, 295, 302, 332, 341, 365-366, 368 communication skills, 110, 365-366 Companies, 4, 8-10, 16, 22, 24-25, 28-30, 33-43, 45-46, 48, 50, 52-55, 73-74, 76, 89, 95, 97-99, 118, 131, 140, 151, 156, 160, 175, 179, 182, 186, 195, 203, 217, 221, 262, 300, 303, 317, 321, 324, 331, 338-339, 350, 358-362, 364-365, 370, 372, 375, 377 Company culture, 367 company policy, 83 Compensation, 2, 6-7, 11, 37, 43, 73, 95, 104, 111, 114-115, 120, 130, 227, 272, 338-339, 351, 358-360, 367, 373-374, 380-381 of employees, 11, 130 Compensatory damages, 3, 329, 351 Compete, 55, 140, 181, 186, 223, 313, 377 Competition, 64, 72, 243 Competitive advantage, 243 Competitors, 59, 61, 168, 184-188, 272 complaints, 11, 63, 65, 69-70, 75, 78, 100, 121, 131, 151, 193-194, 207, 220, 225, 230, 233, 239, 259, 289, 312, 345 customer, 65, 220 Compliance, 1, 54, 85, 94-95, 113, 132, 197, 249, 310, 333, 339-341 Compliments, 63 Conceptual skills, 368-369 Conditions, 5, 7, 9, 31, 43, 49, 111-112, 114, 127, 168, 178, 204, 225, 302-303, 327, 332 Confidence, 283 confidentiality, 186 Confirmation, 3, 149-150, 154, 159, 170, 317, 320 Conflict, 42, 48-49, 53-54, 95, 99-101, 166, 290, 295, 362, 369, 374 Conflict resolution, 369 Consideration, 130, 169, 238, 250-251, 269, 273, 307, 351, 357 Consistency, 73, 119, 153 Consortium, 3, 175, 181 Construction, 6, 15, 26, 146, 173, 175, 223-224, 235, 251, 313 Consumer protection, 4, 48 Consumers, 11, 27-28, 72, 146, 150, 164, 181-183, 189, 284 Consumption, 3-4, 8, 217, 220, 235-236, 240, 245, 247, 255, 257, 259, 278, 284, 294, 340 consumer, 4, 284 Contacts, 3, 183, 261, 263, 335, 364 Content, 11, 50, 161, 177, 183, 188, 213, 340 Contract, 1-3, 5, 7, 28, 36, 40-43, 48, 53-54, 97-98, 133, 146-147, 152, 157, 159, 164-166, 176-177, 188, 222, 291, 313, 331, 358, 360 definition of, 176 Contracts, 15, 33-34, 40, 42-43, 124, 163, 176, 180, 268-269, 288, 291, 319, 324 franchising, 33, 43 management contracts, 15, 33-34, 40, 43 Contribution margin, 3, 289-290, 294 Control, 4, 6, 15, 38, 41-42, 49-50, 60, 83, 98, 108, 156-157, 159, 175, 184, 197, 205, 212, 214, 220, 222, 227, 232-233, 235, 239, 253-254, 259, 264, 268, 271, 277, 291, 293, 298-299, 301-302, 304, 306, 308-312, 316, 319, 326, 327, 334, 345, 349, 354, 361 control activities, 271 Control process, 83 Control systems, 308, 310, 345 external, 308 384 internal control systems, 308 Controllers, 305, 318-319, 323, 325-326 Controlling, 3, 79-83, 85, 101, 198, 220, 226, 234, 236, 241, 310 Conventions, 17, 145, 176-177, 261, 268 Conversation, 2, 9, 110, 152 conversations, 125 conversion, 3, 46, 54 cookies, 263 Cooperation, 6, 107, 109, 289-290 Coordination, 7, 80, 167, 269 Copyright, 1, 13, 33, 57, 79, 103, 133, 161, 191, 219, 243, 267, 297, 327, 353-354 overview of, 354 protecting, 327 Corporate culture, 131 corporation, 15-16, 26, 35, 45, 140, 212, 373 professional, 15, 26, 45, 373 Corporations, 3, 19, 27, 35, 55, 90, 177 Corrective action, 3, 83, 229, 309, 312 Cost of living, 367 Costs, 1, 3, 5-8, 34, 43, 46-48, 53, 69, 71, 79, 101, 121, 126, 132, 167, 169, 175, 183, 201, 203, 207, 214, 217-218, 219-224, 226-229, 233-241, 250, 253, 255, 257, 264, 279, 284-286, 294, 300, 318-319, 329, 333, 347, 381 conversion, 3, 46 distribution, 5, 46, 241 labor costs, 53, 69, 228-229, 286, 294 licensing, product and, 241 sales and, 1, 46, 101, 167, 169, 175, 183, 219 Countries, 130, 352, 377, 379-381 Coupons, 310 courtesy, 15, 45, 234 Creativity, 86-87, 184, 264, 320 innovation and, 320 credibility, 41, 229 Credit, 1, 4, 15-16, 100, 136-137, 143, 153-154, 158, 305-306, 308-309, 313-317, 325-326, 345, 370, 376 extension of, 316 Credit cards, 16, 153 credit limit, 158 Crisis management, 328 crisis management plan, 328 criticism, 374 CRM, 75 Cross-functional team, 65, 67 Cross-functional teams, 3, 63-64, 77, 112 Cultural awareness, 380 Culture, 3, 7, 130-131, 350, 365, 367, 377-381 national, 7, 130, 377-378, 380-381 organizational culture, 131, 365 political environment, 377 Culture shock, 3, 378, 381 Currency, 10, 308-309, 377 risk, 308 Current liabilities, 324 Customer demand, 144 Customer feedback, 65 Customer service, 105 Customers, 2, 5, 7, 14, 19, 35, 42, 59, 79, 100, 126, 145-146, 170, 183, 186, 253, 286, 318 D Damage, 2-3, 5, 93, 204, 213-215, 233-234, 329, 337, 339, 343-344 property, 2-3, 5, 329, 337, 339, 343-344 Damages, 3, 9, 40, 329, 351 compensatory, 3, 329, 351 general, punitive, 9, 329, 351 special, 3, 351 data, 2-3, 5-8, 38-39, 133-134, 136-137, 139-140, 155-160, 185-187, 215-217, 289, 298-301, 305, 307-308, 318, 326, 332, 335, 351, 362, 366, 368 Database, 180, 182 characteristics of, 182 systems, 180 dates, 4-5, 119, 137, 139, 149-150, 153, 169, 175, 179 Deadlines, 316, 354 Death, 204, 337, 352 Debt, 303, 325 Debt financing, 303 deception, 48 Decision-making, 5, 36, 53, 72, 99, 105, 108-109, 111, 131, 134, 299, 308, 351, 355, 365, 376 group, 5, 105, 109 Decision-making process, 105, 108-109, 111, 355 Demand, 2-4, 9-10, 24, 38, 72, 133-134, 137-142, 144-147, 159-160, 163, 182, 184, 188, 262, 284, 312, 339 currency, 10 increases in, 163, 184 prices and, 138 Demographics, 11, 145, 173 Department of Labor, 332 Depreciation, 3-4, 35, 54, 322, 324 Depression, 15 design, 4, 6, 10, 15, 46, 68, 125, 172-173, 179, 182, 221, 223, 230, 235, 241, 247, 251, 273, 275-276, 284, 290, 344, 350, 362 Direct competitors, 185 Direct mail, 4, 160, 161, 177-181, 183, 188 Direct mail advertising, 179 Directive, 54, 94, 100-101 disabilities, 130, 342 Discipline, 4, 84, 103-104, 111, 116, 124, 131, 326 Discount rate, 7, 142, 145 Discounts, 9, 141-142, 145, 160, 175, 183, 318 Discrimination, 332, 344 Disease, 2, 86, 128, 204 Disposal, 93, 203, 241, 257, 333 Distance, 4, 6, 24-26, 156, 306, 347, 358, 360, 381 cultural, 381 Distribution, 5, 27, 32, 46, 149, 241, 362 Distribution channels, 362 Diversity, 4, 103, 130-132 Diverting, 346 Documentation, 203, 306, 316, 343, 349 documents, 49, 180, 234, 299, 301, 320-322, 325, 351 Dollar, 1, 16, 90, 153, 155, 200, 229, 310, 312-313, 326, 377 exchange rates, 377 Dollars, 7, 25-26, 50-51, 181, 183, 228, 259, 273, 284, 325, 347, 360, 377 Draft, 218, 305 Drug testing, 119 Drugs, 204 Duties, 1, 5, 48, 71, 79, 83, 85, 89-90, 132, 152, 167, 209, 231, 252, 258, 271, 288, 298, 301, 326, 359, 361, 368 legal, 5, 48, 132, 152 Duty, 7, 104, 312, 325, 330-331, 340, 342, 345 E Economic factors, 303 Economics, 111 Economy, 20, 25, 54, 96, 257, 304 Education, 4, 9, 15, 27, 30, 45, 62, 75, 83, 87, 118, 125-126, 146, 177, 204, 275, 354-355, 358-360, 367-369, 371-373, 381 for expatriates, 381 Efficiency, 2, 83, 87, 173, 219, 229, 236-239, 325 Electronic data, 158 Electronic equipment, 135 Eligibility, 118 E-mail, 31, 65-67, 151, 154, 161, 177-178, 180, 292, 300, 343, 366 Embassies, 350 emotions, 3, 378 emphasis, 58-59, 61-62, 68, 72-74, 76, 78, 85, 99, 115, 119-121, 131, 189, 368 Employee assistance programs, 126 employee fraud, 326, 348 Employee selection, 103, 118, 128 Employee theft, 308-309, 335, 345-348, 352 Employee training, 203, 208, 227, 230, 311, 343, 351 Employees, 1, 3-4, 6-11, 13, 15, 41, 58-61, 63-65, 69-78, 79, 82-87, 89-90, 92-93, 95, 100, 103-132, 133, 136, 140, 145, 159-160, 164, 167, 171, 178-179, 185, 192-193, 196-200, 202, 204-206, 210-211, 217-218, 219, 221, 225-227, 230, 242, 244, 247, 251, 255, 257-258, 260, 268, 270, 279, 285, 288-289, 294-295, 301, 305, 308, 310-312, 314, 318-319, 324, 327-328, 330-339, 343-352, 353, 359-362, 366-368, 370-371, 375, 377-380 benefits for, 117 loyalty, 6, 107, 113 selection of, 41, 226, 247 Employment, 1, 4, 7, 41, 72, 97, 112, 116-120, 124, 126, 129-131, 272, 295, 353-354, 357-358, 360-362, 364-365, 367-368, 376, 380 www.downloadslide.net family and, 129, 364 full, 116, 295, 353-354, 364 employment law, 116 Employment opportunities, 4, 72, 295, 361, 364-365, 376 Employment tests, 119 Empowerment, 4, 64, 74, 77, 120, 375 skills, 74 EMS, 343 Energy resources, 241, 364 English, 129, 217, 256, 280, 286, 293, 351, 380 Enhancement, 142 Enron, 321 Entities, 8, 30, 48, 97, 161, 171, 175 strong, 161 Entrepreneur, 4, 353, 373, 375, 381 social, 381 Entrepreneurs, 361, 373-376 Environment, 31, 50, 60, 62, 76, 82, 94, 111, 118, 140, 162, 175, 198, 217, 222, 230, 241, 245, 257-258, 284-285, 308, 320, 327-328, 341, 346, 350, 357, 367, 377, 380 natural, 217, 241 Environmental Protection Agency, 241, 284 Environmental sustainability, 146 Equity, 40, 323-324 defined, 324 Estimated revenues, 304 ETC, 9, 94, 137, 208 Ethical behavior, 370 Ethical standards, 94, 301 Ethics, 3-4, 124, 370-371, 381 Code of ethics, 3, 370-371, 381 Contracts, 124 Internet, 371 Laws, Ethnicity, 3-4, 130, 274-275 etiquette, 147 business, 147 Europe, 26, 375, 378 European Union, 285 Evaluation, 8, 61, 64-65, 112, 114, 125, 161, 168, 184-185, 249, 252, 273, 288, 302, 310 evidence, 41, 48, 344 Exchange, 1, 4-5, 8, 15, 30, 41, 43, 47, 50, 59, 129, 156, 373, 377, 381 Exchange rate, 4, 377, 381 depreciation, fixed, Exchange rates, 377 Expansion, 25, 189 Expatriate managers, 378-379 Expatriates, 378, 380-381 management of, 381 expect, 31, 63, 68, 77, 87, 108, 113-114, 119, 122, 172-173, 184, 205, 219, 286, 328, 366 Expectations, 3, 34, 58-66, 68, 70-71, 74-75, 113-114, 119-120, 172, 219, 245-246, 248, 290, 295, 356, 375, 378-380 Expenditures, 2, 4, 8, 10, 121, 168-170, 179, 185, 207, 222, 303-304, 319, 323, 349 Expenses, 1-2, 4-5, 8, 21, 27, 34, 37, 90, 167-168, 175, 212, 235, 247, 250-251, 255, 260, 264, 286, 298-299, 302-304, 313, 316, 319, 321-324, 349, 367, 374 Experience, 4, 11, 14, 23, 30, 33, 37, 42, 44, 46-47, 58-59, 66, 68-70, 76, 80, 86, 99, 101, 106, 118-120, 126, 132, 151, 154, 162, 167, 177, 181, 188, 207, 219-220, 223, 227, 230, 244, 252, 269, 274, 276, 279, 283, 287, 295, 312, 318, 365-367, 369, 371, 373, 375-376, 378-380 expertise, 7, 91, 185, 212, 226, 233, 359-360 Explosion, 183, 284, 350 Eye contact, 60, 76, 283 F Facebook, 67, 144, 172 Facilitators, 106 Failure, 1, 9, 47, 71, 110, 135, 165, 171, 207, 228, 236, 290 fairness, 48, 50, 103, 116, 124-126, 197 Family, 18, 23, 36, 44, 58, 60, 98, 127, 129, 171, 243, 264, 274, 280, 364, 367, 373, 375, 377-381 Family and Medical Leave Act, 129 FASB, 325 FAST, 13, 24, 64, 371 Favors, 129, 184 Feature, 2, 49, 54, 157, 160, 162, 180, 189, 192, 265, 364-365 Federal government, 25-26, 76, 99, 175, 204, 332 Federal Trade Commission, 4, 48, 54 Federal Trade Commission (FTC), 4, 48, 54 FTC, 4, 48, 54 feedback, 63, 65, 67, 71, 73, 121, 123, 259, 286, 288-289, 365, 370, 372, 375 Fields, 2, 321, 335-336, 360 Finance, 99, 299, 325 accounting and, 299 Financial Accounting Standards Board, 325 FASB, 325 Financial analysis, 90, 94 Financial assets, 4, 345 Financial condition, 38, 321, 323 Financial issues, 100 Financial management, 2-3, 272-273, 300-301 financial reporting, 298, 301-302, 321 Financial reports, 87 Financial risk, 47 Fire, 3, 119, 128, 169, 223, 232-233, 236, 276, 292, 333, 335-338, 341, 350-351 risk of, 350 Firms, 117 first draft, 305 first impressions, 60, 152 Fixed assets, 324 Flexibility, 205, 358-360 Flood, 194, 337 following up, 178 Follow-through, 374 Food, 1-10, 13-14, 16-18, 22, 31, 41-42, 58, 62-63, 65, 69, 87-88, 93, 101, 128, 146, 155, 165, 174-176, 184, 192-194, 196-197, 210, 212-213, 219, 223-225, 230-231, 233, 236, 240, 242, 243-255, 257-265, 267-295, 298, 305-306, 308, 318, 322-323, 327, 331, 335-336, 346, 348-349, 363, 376 production, 6, 8, 10, 233, 243, 251, 265, 268, 270-271, 273, 275-276, 278-280, 282, 288-290, 294-295, 305 Forecasting, 9, 133-134, 137-141, 168 sales, 9, 139, 141, 168 Forecasts, 48, 137, 144-146, 253 Foreclosures, 40 France, 31 Franchise Disclosure Document, 5, 49 Franchisee, 5, 9, 43, 47-49, 53-54, 95, 170 Franchises, 33, 44-45, 48-49, 186 Franchising, 33, 43-44, 46, 48, 50 contracts, 33, 43 relationship, 33, 48 fraud, 5, 48, 308, 310, 321, 326, 345-346, 348-349, 351 employee, 5, 308, 310, 326, 345-346, 348-349, 351 Frequency, 180, 193, 334-335 Fringe benefits, 111, 120 Front office, 1, 4-10, 64, 87, 89, 101, 104, 112, 115-116, 119, 121-122, 129, 132, 133-160, 167, 188, 192, 194-196, 205-206, 211, 219, 225, 227-228, 234, 254-255, 259, 261-262, 289, 308-312, 316, 327, 334-336, 345, 347-348, 366, 374 FTC, 4, 48-49, 54 Fund, 97, 363 G GAAP, 5, 321, 326 Gender, 3-4, 130, 274-275, 366 in the workforce, 130 Generally accepted accounting principles, 5, 321, 326 GAAP, 5, 321, 326 Generally accepted accounting principles (GAAP), 5, 321, 326 Georgia, 15 Gift giving, 184 Gifts, 184 Goals, 6-8, 10, 30, 34, 41, 72, 79-82, 84, 87, 91, 93, 97, 99, 101, 103-105, 107, 111-112, 119-121, 125-126, 131, 138, 164, 167-168, 179, 184-185, 187, 210, 220, 222, 269, 289-290, 303-305, 328, 354-355, 357, 363, 372-373, 375-376, 381 Gold, 2, 95, 173, 293 Goods, 2, 155, 224, 242, 252, 285, 317-318, 346 free, 2, 252 normal, public, 2, 224 Government, 4, 8, 11, 25-27, 30, 48, 76, 81, 96, 99, 145, 173, 175, 177, 204, 285, 307, 332, 349 franchising, 48 Government agencies, 8, 175 Grants, 26 Grapevine, 112, 370 Great Depression, 15 Great Recession, 16 grooming, 366 Gross sales, 224 Group, 1-3, 5-8, 10-11, 17, 23-25, 27, 29-31, 35, 43-45, 55, 62, 64, 77, 80, 82-83, 87, 97, 104-105, 109, 121, 124, 133, 138, 141, 145-147, 149, 159-160, 161, 163-166, 171, 173-177, 179, 183-184, 186-189, 206, 244, 257, 260-265, 271, 275, 286, 291, 307, 339-340, 349, 362, 371 groups, 3, 10, 19, 23-25, 28, 37, 45, 50, 54, 62, 89, 104-106, 109, 131-132, 137, 145, 160, 166, 170-172, 174-177, 186, 244, 247, 261-263, 265, 268, 270, 285, 288, 299, 307, 334, 339, 372 development of, 25, 288, 299 Guidelines, 340 H hairstyles, 366 handouts, 365 Hazards, 7, 127-128, 215, 251, 330, 342 physical, 251 Health care, 19 Health insurance, 367 helping others, 364 Hiring practices, 366 hiring process, 104 Host country, 378-382 HTML, 52, 55, 204 HTTP, 16, 27, 29-30, 45, 55, 76-77, 120, 143, 145, 180, 248, 288, 301, 373 Human resources, 6, 87, 104, 115-119, 121, 130-131, 271-272, 366 human resources department, 115-116, 118, 121 human resources management, 116 activities, 116 tasks, 116 I Ice, 15, 210, 225, 241, 252, 280, 312, 320, 341 Illegal activities, 347 illustration, 325 Image, 54, 77, 131, 147, 179, 182, 234 country, 179 national, 77 Implementation, 43, 50, 126, 131, 185, 272, 338, 344, 348 Impression, 3, 7, 67-69, 78, 117, 148, 179-180, 226, 231, 287, 353 Inc., 1, 13, 33, 51, 57, 79, 103, 133, 161, 191, 219, 233, 243, 267, 297, 327, 350, 353-354 Incentives, 41, 117, 127, 200 Income, 8, 113, 141, 196, 222, 255, 275, 289, 298-302, 304-306, 316, 321-326 disposable, market, 302, 306 permanent, personal, 113 Income statement, 8, 222, 298-299, 321-326 Income tax, 301 Index.html, 204 India, 352 Industry, 2, 4-6, 8, 11, 13-32, 33-55, 57-78, 80, 82, 85, 87, 91, 94, 96-97, 101, 103-106, 109, 112-116, 121, 123, 126-127, 130, 132, 134-135, 140-146, 158, 162-163, 169, 183-185, 187, 189, 192-193, 211-212, 222, 226, 236, 241, 245-246, 257-258, 272, 284, 288, 302, 308, 321-322, 324, 327-328, 333, 335, 344, 350-352, 353-382 Information, 1, 3-11, 19, 21, 25-26, 31-32, 39, 49, 60, 63-65, 67-68, 73, 75-76, 78, 83, 86, 90, 93, 107-109, 111-112, 114, 118-119, 122-124, 128, 134-137, 140, 145, 149-157, 159-160, 163, 167-174, 176-177, 179-180, 182-183, 185-187, 194, 203-204, 206, 216, 225, 229, 240, 244, 254, 257-258, 261-262, 264, 278-279, 281, 287, 291, 295, 299-300, 302, 305-308, 311-312, 315, 320-321, 323-324, 326, 328, 332-333, 338, 340-341, 351, 353, 359, 363-365, 368, 371, 375-376, 380-382 385 www.downloadslide.net Information systems, 93 Initiative, 374 Injury, 2, 6, 11, 40, 328-330, 337-339, 342-343 advertising, 11 personal, Innovation, 14, 320, 374 importance of, 14 Innovations, 68 Inseparability, 61 Insurance, 2, 4, 6, 8, 11, 41, 312-313, 316, 322, 331, 333, 338-339, 345, 351, 357, 367, 381 types of, 338, 345 Insurers, 327, 337-339, 341 small, 338-339 Integrity, 47, 124, 227, 342, 368 intelligence, 366 Interest, 4, 30, 33, 37, 42, 53, 58, 67, 75-76, 85, 94, 110, 113-115, 117, 129, 170-171, 186, 286, 290, 313, 322, 338-339, 353, 355-356, 366-367, 378, 381 credit, 4, 313 Internal control, 308 Internal control systems, 308 International Franchise Association, 49 International markets, 295 Internet, 1-2, 7, 16-17, 23-24, 26-28, 49, 55, 60-61, 69, 114, 117, 133, 140, 147, 149-152, 155, 157, 160, 161-162, 170, 172, 177, 180-183, 188-189, 210, 295, 304, 350, 352, 358, 362, 364, 371 defined, 177 search engines, 182 Interpersonal skills, 95 Interviews, 118 Inventories, 1, 40, 192, 201, 215, 220, 324, 350 when used, Inventory, 8, 142, 192, 197, 200, 215, 250, 253-254, 264, 277, 323, 346, 349 management of, 197, 349 Inventory control, 197 Inventory management, 192, 200 Investment, 9, 25, 33-35, 39, 41, 46, 49, 54, 90 government, 25 Investments, 36, 90, 219, 302 Investor relations, 90 Investors, 33-39, 42-43, 46, 51, 54, 91, 95, 98, 186, 299-300 Invoices, 1, 316-318, 324, 326 J Japan, 285 job applicants, 2, 10, 118, 364 job boards, 364 Job description, 6, 117, 131, 361 job descriptions, 117, 128-129, 258, 368 Job enlargement, 6, 371, 381 job offer, 119 Job performance, 6, 8, 110, 118, 124-125, 378 Job rotation, 6, 371, 381 Job satisfaction, 121, 355 job search, 117, 364 Job specification, 6, 118, 131 Jobs, 6-7, 54, 65, 80, 86-87, 91-93, 96, 104, 109, 113-114, 116-117, 120, 124, 126-128, 132, 192, 195, 203-205, 217-218, 219, 251-252, 327, 338, 355, 361-363, 368 attitudes and, 126 levels, 6, 126, 205, 217, 327, 368 service, 6-7, 54, 65, 87, 91-92, 96, 113, 116, 203-204, 251-252, 338, 362 journals, 365 K kickbacks, 349 Kiosks, 269 Knowledge, 2, 6, 8, 22, 26, 30-31, 33, 46, 70, 73, 75-76, 86, 107-108, 110, 119, 128, 192, 221-222, 230, 269, 344, 350, 356, 358, 363, 366-367, 371-372, 376, 378 sharing, 367 specialized, 6, 8, 75, 119, 269 L Labor, 1, 3, 7, 53, 69, 125, 129, 199, 207, 217, 226, 228-229, 234, 247, 249-250, 252, 254, 264, 279, 284, 286, 289-290, 294-295, 302, 318, 332, 344 trends in, 284 386 Labor costs, 53, 69, 228-229, 286, 294 Laissez-faire, 6, 108-109, 131 Language, 2, 14, 17-24, 26-30, 32, 34-38, 40, 43-44, 46-51, 53-54, 59-61, 63-64, 67-73, 75-77, 80-83, 85, 87, 90-93, 95, 98, 100-101, 104-110, 115-120, 122-131, 134-138, 140-146, 148-149, 152-153, 155-156, 159, 163, 165-168, 170-171, 173-180, 182-184, 186-188, 194-196, 198-199, 201-207, 212-215, 217, 220-222, 224, 226, 228-229, 231, 234-239, 241-242, 244-247, 249-254, 258, 260, 262, 264, 270, 272-282, 286-288, 290-294, 299-301, 303-309, 312-313, 315-316, 319, 321-323, 325, 328-332, 334-340, 342, 345-346, 350-351, 358, 364, 370-373, 375, 377-381 ethics and, 370 online, 14, 26-29, 32, 38, 49-51, 63-64, 67-69, 73, 76-77, 85, 90, 105, 117, 120, 123, 127, 140, 143, 145-146, 156, 163, 168, 171, 173, 175, 177, 180, 182-183, 186, 198, 203-204, 212, 214, 222, 231, 234, 238, 253, 258, 260, 262, 272, 276, 278, 282, 288, 291, 301, 304, 322-323, 330, 332, 335, 364, 372-373, 377, 381 style, 2, 46, 105-106, 108-109, 124, 131, 237, 280, 293, 351 Lawsuits, 93, 128, 339 layout, 275-276, 290, 333, 350 Leader, 5, 36, 89, 106, 108, 163, 179 Leadership, 1-3, 6-8, 76-77, 87, 94, 103, 105-109, 112, 114, 124, 126, 131-132, 173, 198, 363, 365-367, 377 employee selection and, 103 Learning, 4, 54, 85, 120, 323, 353, 358, 366, 372-373, 381 Ledger, 2, legal aspects, 93, 103, 128, 132 Legal issues, 103, 128-129, 272 Legal liability, 327-328, 339-340 Legislation, 10, 72, 259-260, 351 letters, 2-3, 111, 140, 149, 153, 341, 368 application, 111 Liabilities, 323-324 Liabilities section, 324 Liability, 10, 93, 211, 259-260, 263-264, 324, 327-329, 339-340 business, 10, 93, 263-264, 328, 339 law, 93, 327, 339 liquor, 10, 93 products, 10, 93, 259-260, 324 Licensing, 6, 75, 77 Life insurance, 367 cost of, 367 Lifestyle, 110, 374-375, 380-381 Line of credit, 326 Liquor liability, 93 listening, 95, 169 effective, 169 listening skills, 95 Literacy, 364 Loading, 200 Loans, 41, 321 Local government, 96 London, 350, 352 Long-term debt, 325 Long-term liabilities, 324 Loss, 2, 6, 8, 40, 143, 154, 208, 321-322, 326, 329, 337, 339, 343-344, 346-350 accidental, 339 control, 6, 326, 349 direct, 6, 326 expected, 337 income, 8, 321-322, 326 intentional, 346, 350 known, 6, 208, 321, 329, 347 paying, 2, 329, 339, 346 prevention, 208 settlement, 154 severity, verification, 326 M Magazines, 1, 64, 202, 265, 365 Malaysia, 51 Management, 1-11, 15, 21, 33-43, 47-48, 50, 52-55, 58-60, 62, 71-73, 76, 79-87, 89-90, 92-99, 101, 104-106, 114, 116, 120, 125-126, 129, 131, 133-138, 140-142, 144, 146-148, 155-156, 158-159, 166, 172, 178, 185-187, 192-195, 197-198, 200-201, 207, 215, 217-218, 224, 226-227, 235, 241-242, 243-255, 257-265, 268-269, 271-273, 299-304, 306-310, 312, 316-318, 322, 324-326, 328, 330, 335-338, 340, 344-349, 351, 354-355, 357-358, 360-362, 365-368, 371-372, 379, 381 activities of, 1, 79, 85, 94, 131, 166, 198, 347 functions of, 79-80, 83, 87, 133, 299, 308 Management contracts, 15, 33-34, 40, 43 Management issues, 53, 335 Management strategies, 142 Managers, 5-6, 9-10, 19, 21-22, 25, 27-28, 31, 35, 37-39, 41-42, 46-48, 50, 52-54, 59, 61-65, 67-75, 77, 79-86, 88-102, 103-106, 112-113, 115-117, 119-121, 126-129, 131-132, 133, 135, 138-140, 142, 150, 155, 159, 161, 163, 168, 170-171, 184, 186-189, 197-200, 205-206, 211, 220, 222, 225, 229, 231, 234-235, 242, 243-244, 246-251, 253-255, 257-259, 262-263, 265, 268-269, 272, 278, 281, 286, 288-291, 295, 299, 302-303, 305, 309-313, 319, 323, 326, 327-328, 330-333, 336-339, 345-351, 355, 359-361, 365-366, 368-371, 374-375, 377-380 Manners, 113 Manufacturers, 10, 240-241, 285 Manufacturing, 3, 96, 182 Margin, 3, 29, 289-290, 294 Market segment, 175, 177, 306 Market segmentation, 16 Market share, 7, 51, 54, 186-187, 290 Market size, 184 Marketing, 4, 7, 9, 19, 31, 33, 38, 43, 45, 54, 62, 88, 91, 93-96, 101, 105, 131, 140-141, 151, 161-189, 192, 206, 219, 243, 253, 261, 272, 288, 290-291, 295, 303-304, 310, 313, 316, 324-325, 327, 348-349, 362-363 careers in, 362-363 defined, 164, 177, 324 global, 105, 327 ideas, 105 income statement and balance sheet, 325 metrics, 173 needs and, 131, 166 not-for-profit, 171-172 people, 19, 33, 161, 163, 166, 172, 176, 183, 261, 324, 327, 363 place, 4, 7, 161, 167, 182-183, 186, 253, 261, 295, 304, 310, 313, 316, 327, 348 return on investment (ROI), 9, 54 value and, 325 Marketing plan, 7, 161, 166-169, 175-177, 184-185, 188, 303-304 Marketing strategies, 168, 184 development of, 168 Marketplace, 131, 186 Markets, 3-4, 10, 18-19, 28, 31, 48, 131, 161-162, 169, 173, 245, 295 M&E, 229 meaning, 104, 110, 195 Measurement, 21, 70, 168 mechanics, 226 Media, 8, 67, 98, 117, 168-169, 181, 337, 350 medium, 3, 17, 19, 46 selecting, 46 visual, written, 19 meetings, 3, 17-19, 23, 27, 30, 58, 62, 64, 126-127, 145-146, 164, 177-178, 243-247, 251, 259, 261-263, 265, 268, 285, 316, 343, 363, 377 conducting, 62, 265 online, 27, 64, 127, 145-146, 164, 177, 261-262, 363, 377 purpose of, 3, 27, 30, 178 types of, 18-19, 164, 244-245, 247 Memory, 152 memos, 368 Merchant, 28, 143 message, 109-110, 180, 227, 332, 344 marketing, 180 negative, 110 positive, 110, 180 purpose of, 332 sales, 180 Metrics, 173 Microsoft Access, 140 Middle East, 55 www.downloadslide.net Minimum wage, 7, 129-131 Mining industry, 80 Minors, 129, 294 Mission statement, 7, 73, 77, 119, 304 Modernization, 48 Money, 1, 3-5, 8-10, 19, 23, 25, 31, 34, 37-38, 42, 48, 82-83, 92, 99-100, 121, 134, 136, 166, 183, 186, 200, 207, 215, 229-230, 235, 237, 250-251, 253-254, 257, 259, 277, 286, 298, 302, 304, 308-309, 313, 315-316, 318-321, 325-326, 329, 336, 338, 344-347, 349, 364, 377 commodity, Mortgage, 41, 324 Motivation, 7, 35, 103, 110-112, 131, 379-380 Motor vehicles, 234 additional, 234 Mumbai, 352 Music, 159, 216, 292 N National culture, 7, 377-378, 380-381 Natural disasters, 128 Natural resources, 217-218, 241 access to, 218 advantages, 217 navigation, 86 Net income, 255, 323 Networking, 7, 144, 178, 183, 188, 363-364, 370 New products, 23, 30 New York Stock Exchange, 15 New York Times, 170 New Zealand, 285 Newspapers, 1, 197, 202 Nonprofit organizations, 151 Non-profit organizations, 362 Not-for-profit organizations, 171 Nursing homes, 19 NYSE, 48 O Objectives, 7, 14, 31, 34, 41, 59, 80, 82-83, 87, 99, 104, 111, 121, 134, 162, 168, 193, 220, 244, 269, 273, 299, 302-303, 328, 354, 368 accounting, 7, 41, 134, 299, 302-303 Obligation, 1, 71 Occupancy, 3-4, 7, 9, 13, 15-16, 20-21, 24-25, 31-32, 37-38, 47, 94, 138-139, 142, 146, 158, 164, 168, 175, 185-188, 195-196, 205, 235, 241, 253, 304-305, 307-308 Occupational Safety and Health Administration, 7, 332, 351 Occurrence, 211 Offer, 1-2, 5, 8, 13, 16-20, 22, 26-27, 29-30, 41, 43, 45-47, 52, 58, 76, 94, 119, 129, 135, 142, 146, 154, 157-158, 160, 165, 169-171, 174-175, 243-248, 250, 252, 255, 259-265, 268-270, 272, 275, 279, 285-286, 293, 318, 332, 341, 361, 363, 365, 372, 375 Offset, 156 Oil, 238, 257 On-the-job training, 120 open-ended questions, 118, 122 Operating agreement, 7, 40 Operating budgets, 302 Operating expenses, 247, 298 Operating income, 323 Operating supplies, 319 operation and maintenance, 8, 222 Operational activities, 40 Operations, 2, 6, 17-19, 22, 26, 34-35, 43, 58-59, 62, 70-72, 74, 79-87, 89-102, 103, 125, 173, 192, 212, 217, 240, 243, 248, 252, 257, 267-295, 319, 359, 362 operations and maintenance, 6, 319 Operations management, 34, 125 opinion polls, 339 Opportunities, 4, 6, 41, 67, 69, 72, 76, 96, 111, 115-117, 120, 126, 131, 169, 171, 178, 181, 247, 261, 281, 287, 289, 293, 295, 320, 346-347, 354-357, 360-365, 367, 370-372, 375-377 Order taker, 10, 286-287 Organization, 1-3, 5-8, 11, 14, 28, 30-31, 36, 43, 58, 60, 64, 67-68, 71, 76, 80-84, 87, 89, 93, 104, 106, 109, 115, 118, 121, 123-126, 131, 135, 146, 163, 166, 171-173, 182, 220, 222, 248, 252, 268, 270-272, 292, 299, 312-314, 325, 350, 353-355, 357, 359-361, 365-376, 380-381 definition of, 60 expatriates and, 381 future of, 115, 367 Organizational culture, 131, 365 Organizational skills, 166 Organizational structure, 79-80, 82, 87, 269-270, 332 Organizations, 5-6, 8, 10, 18-19, 22-23, 58, 71, 78, 84, 87, 97, 123, 130-131, 151, 171-172, 176-177, 261-262, 295, 354, 356-357, 359-366, 368, 370, 372, 374, 376, 379 Orientation, 6-7, 14, 58, 72-73, 78, 103, 110, 115-116, 119-120, 124, 126, 131, 230, 272, 360 performance, 6, 72-73, 103, 110, 124, 131 outlines, 3, 248, 371 Output, 108, 113, 369 Outsourcing, 217 overhead, 224, 232-233, 262, 292, 323 overproduction, 289 Ownership, 1, 4, 9-10, 19, 33, 35, 37-39, 41, 43, 48, 50, 52-53, 89-90, 99-101, 131, 201-202, 224, 254, 328, 350, 361, 375 P PACE, 122 Packaging, 10, 29, 169, 240-241, 257, 284 Partially dependent, 96 participative management, 8, 105, 131 Partnership, 28, 41, 47, 217, 350, 364 Pavement, 341 payroll, 130, 319 Perceived value, 278 percentages, 21, 312 Perception, 11, 69, 187, 274, 370 Performance, 3, 6, 8, 13, 19-20, 35, 37, 39, 41, 53, 61, 71-73, 75, 83, 91, 97, 103-104, 106, 110, 112, 118, 123-125, 131, 134, 161, 168, 173, 184-189, 223, 254, 289, 299, 302-303, 321, 323, 325, 369-370, 372, 378 Performance appraisal, 8, 103-104, 124-125, 131 Performance evaluation, 8, 125 Performance evaluations, 112, 125 performance reviews, 372 Permits, 69, 184, 355 personal appearance, 366 Personal relationship, 94 Personality, 97, 109-110, 125, 198, 354, 365-366 piercings, 366 PILOTs, 10 Place, 4, 6-8, 13, 15, 22, 66, 68-70, 72, 75, 92, 97, 104, 112-113, 116, 122, 125, 147, 150, 161, 167, 182-183, 186, 196-197, 199-203, 205, 208-211, 213, 215, 224-225, 231-232, 241, 253, 261, 276, 278, 280-282, 293-295, 298, 301, 304, 308-310, 313, 315-317, 320, 327, 333, 336, 338, 346-348, 366, 372, 379, 382 as product, 280 Planning, human resource, 7, 76 Plans, 10, 16, 28, 38, 44, 70, 142, 148, 168-169, 185-186, 222, 286, 327, 333, 337-338, 341, 346, 351, 369, 372, 375 business, 10, 16, 28, 70, 185, 337-338, 369, 372, 375 Policies, 3-5, 8, 36, 58, 83-84, 100, 107-108, 111, 113-114, 116, 119-120, 124, 126, 130, 153, 159, 199-200, 235, 286, 291, 308, 312, 316, 330, 333-334, 339-340, 345, 348, 352, 360, 366, 370-371 limited, 3-4, 107, 116 participating, 111 Political environment, 377 Political systems, 368 Politics, 370 Population, 6, 24 Positioning, 28 Power, 1, 5, 10, 49, 71, 85-86, 91-92, 94, 99, 135, 141, 225, 234, 236, 238-239, 320, 337, 350 Power failure, 1, 135, 236 Premium, 5, 8, 130, 234-235, 292-294 Premiums, 8, 339, 351 bond, 351 presentations, 27 online, 27 Price, 1-3, 5-6, 8-9, 11, 17, 20, 27-28, 34-35, 43, 54, 60-62, 138-139, 142, 144, 146-147, 160, 165, 167-168, 183-184, 186, 188, 228, 234-235, 238, 252-254, 262, 264, 274, 277-278, 293-294, 309-310, 317-318, 321, 346, 362 defined, 5, 35, 146, 234 Price range, 61 Prices, 19, 28-29, 46, 60-61, 133, 138, 160, 168, 172, 174, 259, 272, 285-286, 290, 309, 317-318, 346 flexible, 19 minimum, 286 reservation, 28, 60, 133, 160 Pricing, 46, 141, 160, 302 dynamic, 302 objectives, 302 strategy, 160, 302 value, 46 Principal, 217 Principles, 5-6, 72, 79, 83-86, 101, 105, 107, 123, 142, 180, 243, 272, 304, 321, 326, 345, 350, 353, 372 Principles of management, 85 privacy, 154, 159, 182, 202 of information, 159 Probability, 44 problem solving, 105, 109 Procurement, 268, 273, 277-278 Product line, 140 Product or service, 144 Product quality, 252, 278, 280 Production, 6, 8, 10, 233, 239, 243, 251, 265, 268, 270-271, 273, 275-276, 278-280, 282, 288-290, 294-295, 305 Productivity, 121, 203, 207, 346, 380 labor, 207 Products, 1, 3-4, 6-11, 14-16, 22-23, 30, 43, 58-63, 65, 67-72, 75-76, 78, 79, 90, 93, 100, 113, 131, 140, 155, 157-158, 169-170, 177-178, 180-181, 183, 186, 200-201, 203, 212-213, 215-217, 230, 233, 240-241, 243-244, 249-254, 257-260, 265, 268-270, 277-280, 282, 286, 288-289, 293, 295, 298, 308-310, 317-318, 320, 324, 330, 332, 347-349, 352, 375-376 defined, 59, 177, 259, 324 development of, 7, 178, 288, 349 levels of, 1, 60-61, 69, 71, 215, 249, 279 packaging, 10, 169, 240-241, 257 Professional development, 8, 30-32, 91, 97, 108, 115, 117, 120, 125-126, 353, 363, 368, 371-373 professionalism, 1, 27, 30, 50, 95, 184 Professionals, 5, 8, 13, 22, 25, 27-28, 30, 41, 46, 55, 58-60, 75, 77-78, 85, 112, 114, 150, 162, 166, 169, 171, 177, 186, 272, 301, 304, 338, 351, 361-363, 379 Profit, 5, 8, 21, 25, 28-29, 32, 34, 40-41, 48-49, 54, 87, 90, 164, 170-172, 255, 263, 269, 285, 290, 302, 321-322, 325-326, 353, 362-363, 367, 372, 374 Profit and loss statement, 8, 321-322, 326 Profits, 34-35, 37, 42, 46-48, 54, 71, 90, 164, 193, 219, 241, 257, 273, 284, 302, 304, 374 projection, 233 Promotion, 95, 97, 101, 117, 168-169, 173, 180, 184, 360-361, 372 Property, 1-10, 18-19, 32, 34, 36-44, 47, 49, 51, 53-54, 58-60, 62-65, 67-73, 75, 77-78, 79, 87, 89-92, 94-98, 101-102, 103-104, 109-113, 115-117, 119, 121, 124-126, 128, 130-132, 133-136, 141-143, 145, 147, 149, 159, 161, 166-170, 172, 178, 182, 184-188, 192-197, 201-203, 207, 210-212, 217-218, 221-222, 225, 231, 235-236, 241-242, 244-245, 247, 249-250, 252-255, 257, 259-265, 268-270, 283, 285, 288, 290, 293-295, 298-301, 304-306, 308, 310-313, 317, 319, 321-322, 324-326, 327-331, 333, 336-339, 341, 343-348, 351-352, 357, 360-362, 366, 374 damage, 2-3, 5, 329, 337, 339, 343-344 removal, 41, 241, 257, 319, 345 risks, 10, 327, 330-331, 341 Property taxes, 4, 322 proposals, 180 Protection, 4, 9-10, 48, 241, 284, 328, 338, 341, 344, 360 Prototype, 44 Public opinion, 169 public speaking, 90, 97 Publicity, 8, 168-169, 184, 188, 208, 337 punctuality, 377, 379 Punitive damages, 9, 329, 351 Purchasing, 2, 8, 11, 26, 40, 46, 58-59, 158, 200, 237, 387 www.downloadslide.net 241, 243, 248, 252-253, 264, 269, 271-272, 277-278, 298-299, 302, 316-317, 319, 338, 345, 349 definition of, 59 purpose, 3, 5, 7, 9, 18, 27, 30-31, 36, 120, 129, 135, 141-142, 147, 159, 175, 178, 230, 245, 261, 274, 276, 291, 299, 326, 332, 335, 347, 354 general, 5, 7, 9, 36, 120, 129, 141, 175, 230, 245, 261, 326, 354 of meetings, 261 specific, 3, 5, 7, 9, 30-31, 36, 120, 141-142, 230, 291, 326, 332, 335, 354 statement of, 299 Q Quality, 2-3, 6-9, 11, 17, 22, 32, 37-38, 41-42, 45-48, 55, 58-65, 67-78, 79-80, 90, 95-96, 101, 104, 108, 113, 115, 118, 120-121, 125-126, 132, 153, 156, 159, 164, 172-173, 178-179, 181, 183-185, 187, 193, 195-196, 198, 200, 205, 223, 226, 232-234, 241, 243-244, 246, 249-250, 252-254, 259, 273-280, 284-286, 290, 293, 295, 312, 317, 320, 359-360, 366-367, 369-370, 380 quality control, 205 Quality standards, 45, 67, 125-126, 273, 290 R Race, 4, 130, 138, 366 Railroads, 24 Rates, 3, 5, 16, 20-21, 28, 30, 37-38, 84, 112, 116, 126, 129, 131, 133-135, 137-138, 140-142, 144-147, 149-150, 152, 158-160, 163-165, 170, 172, 174-176, 182, 188, 201, 203, 250, 253, 262, 264, 302, 377 definition of, 176 excessive, 126 gross, 5, 21 reasonable, 302 Rating, 95, 172-173, 286, 288, 364 Rating agencies, 173 Reach, 7, 79, 97, 105, 107, 110, 114, 179, 187, 202, 251, 261-262, 303 Readiness, 198 Real estate, 1, 15, 34-35, 54, 90, 99, 186, 220 Real estate value, 34, 54, 90 Rebates, 42 Receivables, 316, 325 Recession, 16, 28, 40, 184 Recognition programs, 127 recommendations, 119, 239, 299, 363 Records, 1, 8, 10, 91, 135, 139, 147, 155-156, 166, 200, 223, 254, 298, 300-301, 307, 309-310, 316, 318, 322, 336, 343 Recruiting, 4, 6, 116-118, 131, 295 Recruitment, 6, 9, 103, 115-117, 121, 126, 131, 272, 360, 365 Referrals, 26, 262 Regulations, 4, 7-8, 48-49, 93, 108, 113-114, 119, 124, 132, 332-333, 341, 357, 361 Reimbursements, 349, 381 Relationships, 5, 7, 41, 46, 48-49, 54, 106, 131, 169, 178, 374 Religion, 130, 366 Renovations, 224, 247 Rental cars, 26-27 Repetition, 122 reports, 41, 64, 87, 93, 99-100, 107, 140-141, 158, 161, 184-187, 201, 271, 365 distributing, 158 length of, 41 online, 64, 99, 140, 158, 186, 365 organizing, 87 producing, 158 types of, 161, 184 research, 10, 146, 172, 184-185, 364 Reserves, 9, 149, 166, 178, 224 case, 224 prospective, 178 Resources, 1, 5-7, 31, 41, 43, 54, 64-65, 74-75, 79, 82, 85, 87, 93, 104, 106-107, 115-119, 121, 126, 130-131, 143, 146, 161, 166, 173, 185, 217-218, 219-220, 231, 235, 241, 271-273, 302, 327-328, 333, 338, 346, 350, 359, 364-366, 368, 372-373, 380 Responsibility, 4, 6, 9-10, 28, 36, 40, 43, 48-49, 64-65, 84, 92-94, 100, 104, 108, 110, 112-113, 115-116, 119, 125-126, 129, 133-135, 141, 388 151, 154-155, 158, 192-194, 197-198, 205, 210, 212, 219-221, 225, 231, 233, 241-242, 252, 257-258, 271, 285, 288, 313, 315-316, 327-328, 330, 332-334, 339, 346, 350-351, 359-360, 362, 367, 372-374, 380 Restricted, 6, 17, 243 Restrictions, 4, 48, 377 Retail stores, 253, 348 Retention, 103, 116-117, 125-126, 131 Retirement, 113, 126, 361, 367 Retirement income, 113 Return on investment, 9, 34, 54 Revenue, 1-5, 7, 9-10, 17, 20-21, 26, 32, 37, 39, 41, 46-48, 75, 80, 90, 102, 109, 133-135, 138-139, 141-144, 146-147, 157-159, 165, 167-168, 170, 179, 184-185, 217, 224, 234, 250-251, 255, 261, 268-270, 273, 287, 290, 298, 300-310, 312, 322, 325, 345, 348, 374 Revenue base, 261 Revenues, 1, 8, 17, 95, 161-164, 167, 180, 184-185, 225, 250, 255, 262, 270, 298-300, 302-304, 310, 322-323, 374 Rewards, 4-5, 115, 130, 170, 373 Risk, 4, 29, 39, 47, 52, 61, 95, 164, 166, 308, 313, 328, 330-331, 338-339, 341, 347, 350-351, 357, 360, 373-374 asset, 308, 347 business, 4, 39, 164, 166, 308, 313, 328, 330-331, 338-339, 347, 350, 357, 360, 373-374 clean, 61 enterprise, 374 financial, 4, 47, 95, 338, 357, 373-374 fire, 338, 341, 350-351 insurance and, 357 market, 29, 52 operational, 95, 308 personal, 4, 308, 357 property, 4, 39, 47, 95, 166, 308, 313, 328, 330-331, 338-339, 341, 347, 351, 357, 360, 374 Risk management, 357 financial, 357 personal, 357 Risks, 10, 151, 205, 327, 330-331, 341, 376, 381 Risk-taking, 374 Robbery, 308, 335, 337, 347-348 Role, 14, 24-25, 33, 37, 40, 59, 70-71, 73, 79-80, 87, 89-93, 96-97, 99, 101, 103-104, 106, 112, 114-115, 124, 127, 133-134, 151-152, 159, 167, 170, 172, 180, 192-194, 196, 205, 217, 219-221, 225-226, 236, 242, 263, 301-302, 306-308, 316-317, 319, 321, 326, 336, 362 interpersonal, 106 managerial, 87, 89, 92, 99, 101 routers, 157 S safety and security needs, 111, 333 Salaries, 93, 111, 168 Salary, 6, 93, 189, 358-360, 367, 377, 381 expatriates, 381 Sales, 1, 3-5, 7-10, 15-16, 20-21, 27, 31, 34-35, 38, 46, 54, 87-88, 94-97, 101, 136, 139, 141, 147-149, 158, 160, 161-189, 192, 206-207, 219-220, 224, 230-231, 245, 253, 261-263, 265, 269-270, 273, 288-291, 295, 298, 300, 303-306, 308-311, 313, 316, 321-322, 324-325, 327, 346, 348-349, 361-362 Sales and marketing, 4, 9, 31, 38, 101, 141, 161-189, 192, 206, 219, 290, 303-304, 310, 313, 316, 324-325, 327, 348-349 Sales data, 187 Sales leads, 178 sales messages, 180 Sales potential, 182, 220 Sales process, 164 sales proposals, 180 Sales records, 8, 10, 309 Sales training, 171 Training programs, 171 Salespeople, 167, 178 Outside, 178 Sampling, 286 Saving, 31, 43, 83, 230, 239-241, 340 increase in, 241 SBA, 99 Small Business Administration, 99 scavenging, 241 scope, 116, 205, 304, 322 SEA, 3, 19 Search engines, 182 Security, 4, 9-10, 16, 25, 31, 41, 69, 75-76, 88, 111, 128, 136, 157, 159, 175, 202, 204, 217-218, 236-237, 294, 308, 310, 327-352, 360, 367, 374, 378 Security needs, 111, 333 Segmentation, 16 Selection, 6, 10, 29, 34, 41-42, 47, 103, 110, 115-116, 118-119, 128, 131, 158, 168, 226, 243, 247, 252-253, 272, 278, 295, 333, 339, 353, 379-380 of human resources, 116 Selection process, 110, 353, 379-380 Self-esteem, 111 Self-interest, 115 Sensitivity, 173 September 11, 2001, 350 Service inseparability, 61 Service organizations, 123 Service provider, 227 Services, 1, 3-9, 11, 13-14, 16-19, 22-24, 26-30, 36-38, 40-41, 46-47, 52-53, 58-65, 67, 69-71, 73-74, 76, 78, 79, 85, 87, 89, 92-93, 99-100, 113, 127, 131, 133-134, 136, 149, 151-152, 155, 157-158, 162-163, 165, 169-172, 174-178, 181-183, 187, 222, 224-225, 233, 243-250, 253-255, 257, 259, 262-265, 268-270, 273, 275-276, 278, 280, 285-286, 288, 291, 294-295, 298, 301, 307, 309-313, 317-318, 320, 327, 330-331, 339-340, 346-349, 362-363, 369, 376 defined, 5, 36, 59, 177, 247, 259 international markets, 295 levels of, 1, 46, 60-61, 69, 71, 247, 249 Sexual harassment, 129 shipping, 240, 257 Ships, 18-19, 86 Shortage, 125, 199, 310 SIMPLE, 3, 20, 43, 53, 63, 65, 69-70, 86, 104, 115, 135, 137-138, 142, 153, 184, 194, 196, 203, 231, 246-247, 254, 263, 293, 318, 320, 323, 338 SIR, 151 site preparation, 263 Size, 10, 15, 17, 22, 39, 80, 87, 89, 91, 98-99, 115, 176-177, 184, 193, 198, 200-201, 205, 210, 212, 221-223, 226, 238, 246, 261, 268, 270, 272, 279, 292, 328, 332-333, 338, 341, 350 Skills, 2, 6, 8, 23, 30-31, 46, 71, 73-76, 82, 86, 90, 94-95, 97, 101, 107, 110, 119, 121-122, 128-129, 148, 163, 166, 171, 177, 180, 198, 217, 222, 226, 242, 252, 269, 272, 279, 290, 353-354, 356, 362-363, 365-372, 378, 380 Skills training, 73 Small business, 99, 251, 285 Small Business Administration, 99 Small business owners, 99 Smoke, 232, 336 SOAP, 352 Social activities, 111 Social class, 59 Social factors, 275 Social needs, 111 Social network, 68, 172 Social networking, 144, 183, 363 Social networking sites, 144, 183 Social responsibility, 43 Society, 2, 8, 27, 72, 164-166, 222, 363 software, 1, 135, 140, 171, 203, 234, 278, 287, 318, 324, 334 purchasing, 278 Solvency, 10, 325-326 Sourcing, 284 South America, 375 Spam, 180 Special events, 5, 138-139, 243, 259, 261, 263, 289, 292, 363 Special interest, 353 Specialized knowledge, 75, 269 Specialized skills, 365 spelling, 153 spreadsheets, 140 Statement of cash flows, 298-299, 321, 325 statistics, 7, 39, 305-306, 308, 341 Status, 3, 6, 9-10, 25, 35, 41, 105, 111, 126, 130, 137, 154, 158, 173, 194-196, 198, 217, 225, 274-275, 299, 313, 315-316, 326 status updates, 225 www.downloadslide.net Steam, 15, 235, 238 Stock, 15, 35, 200, 279, 367 Stockholders, 299 Stories, 373 Strategic planning, 7, 76 Strategies, 7, 76, 117, 131, 138-139, 141-142, 168, 173, 181, 184, 199, 361 competitive, 168 corporate, 131, 173 Strategy, 142-143, 160, 302 Stress, 128, 328, 338, 378-379 Students, 4, 9, 55, 113, 120, 125, 357-358, 361-362, 364-366, 381 Substitution, 290 Success, 6, 13-14, 21, 26, 28, 34, 37, 39, 41, 47, 60, 70-71, 75, 83, 89-91, 94, 97, 101, 103-104, 106, 113, 119, 124-126, 131, 133, 161-162, 176, 178, 185, 188, 197, 199, 207, 210, 212, 239, 299, 318, 353, 355-356, 361-362, 368, 370, 372-375, 377-382 summarizing, 3, 299 Supply, 1, 39, 41, 48, 65, 83, 92, 140, 142, 149, 152, 160, 165, 193, 201, 212, 233, 236, 239, 253, 255, 334, 363 law of, of money, 253 Support, 72, 87, 97, 106-107, 116, 135, 146, 165-166, 168, 171, 179, 205, 257, 270, 326, 332, 339, 362, 367, 375, 378-380 Support programs, 171, 380 surveys, 67 Sustainability, 43, 146, 257, 364 system, 1-3, 5-6, 8-10, 15-16, 25-27, 32, 46-47, 54, 58, 62-63, 65, 69, 78, 91, 125, 127, 133-135, 147, 149-150, 156-157, 159-160, 173, 194-195, 197, 214, 217, 222-223, 227-228, 234, 237-240, 250-253, 264, 282-283, 287-289, 294, 298-301, 304-306, 308, 310-311, 316-322, 326, 333-337, 347, 349-351, 369, 377, 382 T Tables, 2, 10, 224-225, 233, 245, 255, 258, 263, 280-282, 292-293 Tattoos, 347, 366 Tax issues, 380 Tax rates, 158 Taxes, 3-4, 130, 155, 166, 171, 188, 222, 255, 316, 322-323, 325 consumption, 3-4, 255 corporate, 3, 171 employment, 4, 130 gift, 155, 166 income, 222, 255, 316, 322-323, 325 property, 3-4, 130, 166, 188, 222, 255, 322, 325 sales, 3-4, 166, 171, 188, 316, 322, 325 teams, 3, 63-65, 77, 103-106, 109-110, 112-113, 145, 177-178, 182-183, 253, 302, 376 effective, 3, 65, 104-106, 109-110, 112-113, 178, 182-183, 253, 302 problem-solving, 105 types of, 63 Teamwork, 103-106, 119, 121, 123, 132, 289, 361, 365, 375, 380 Technical skills, 368-369 Technological advances, 91 Technology, 67-68, 76, 91, 105, 120, 179, 181-182, 282, 288, 295, 304, 357, 366, 368 advances in, 120 telephone, 3, 8, 15-16, 60, 66, 100, 109, 137, 143, 147-149, 152, 154-157, 160, 161, 164, 170, 177-181, 196, 200, 202, 208-209, 227, 232, 261, 305-306, 319-320, 322, 338, 340, 343, 345, 347 Termination, 41, 124, 326, 355, 360 salary and, 360 Terminology, 371 Terrorism, 327, 350 Theft, 4, 10, 154, 211, 215, 254, 277, 294, 298, 308-310, 326, 327, 335, 343-350, 352 employee, 4, 211, 254, 308-310, 326, 327, 335, 343-349, 352 identity, 154 robbery, 308, 335, 347-348 Threat analysis, 10, 330-331, 351 Threats, 203, 205, 308, 327-328, 331, 333, 338-339, 344-349, 351 time sheets, 346 Timing, 109, 185, 292 Total assets, 324 Total cost, 4, 179, 207, 235 computing, 207 Total costs, 3, 207 Total revenue, 5, 20, 133, 261, 270, 287, 308 Total utility, 235-236 Tourism, 13-14, 18, 22, 30, 96, 143, 171, 286, 350, 354, 363 Trade, 2, 4, 11, 13-14, 16, 30-32, 38-39, 48, 54, 58, 64, 85, 164, 242, 265, 272, 330, 363-365, 381 Trade associations, 13-14, 30-32, 330, 364, 381 Trade shows, 30 Trademarks, 43 Trailers, 26 Training, 4, 6-7, 9-10, 15, 27, 31, 40-41, 45-46, 58, 61, 64, 67, 70, 72-75, 77-78, 93, 103-104, 106, 109-111, 114-117, 120-124, 126-127, 130-132, 135, 146-148, 171, 173, 180, 192-193, 199-200, 203-205, 207-208, 227, 230, 242, 254, 258, 260, 278, 281, 284, 289, 294-295, 310-313, 324-325, 331-332, 338, 341, 343, 345, 351, 358-363, 365, 367-368, 370-373, 379-380 Training programs, 31, 73, 104, 115, 121, 124, 126, 171, 203-204, 208, 230, 242, 258, 284, 310-312, 332, 359, 361, 368 Transactions, 3, 7, 10, 136, 299, 301 Transfers, 6, 9, 117, 254 transmittal, 151 Transportation, 2, 13, 22-26, 29, 127, 134, 136, 143, 146, 176, 234, 381 costs, 234, 381 treasurer, 30 Trends, 31, 72, 168, 187, 284 TRIPS, 13, 23, 25, 27, 29, 32, 349 Trucks, 26 Trust, 71, 180 Trusts, 35 Turkey, 263 Turnover, 11, 71-72, 77, 112, 116-117, 119, 121, 126-127, 131-132 Twitter, 117, 181 U United States, 4, 13-15, 17-18, 22, 24-26, 33, 38, 43, 45-46, 51-52, 87, 94, 96, 129-130, 172, 202, 204, 208, 217, 249, 270, 284, 300, 361, 363-364, 366, 375-379 ADRs, 38 currency exchange rates, 377 Universities, 19, 361, 364-365 Up-selling, 10, 287 Upselling, 11, 70, 147-148, 159 U.S, 4, 7, 17, 24, 52, 76, 137, 173, 179, 184, 195, 241, 285, 351, 364 U.S., 4, 7, 17, 24, 52, 76, 137, 173, 179, 184, 195, 241, 285, 351, 364 Utilities, 219, 235-236 Utility, 26, 101, 219-220, 235-236, 241 V Value, 1, 3, 7, 11, 16-17, 32, 33-35, 38, 40, 45-47, 54, 60, 62, 71, 75, 77, 90, 99, 169, 186, 202, 219-220, 227, 231, 247, 253, 259, 262, 269, 274, 278, 287, 294, 305, 310, 321-325, 339, 343, 356, 359, 369, 377, 379 building, 17, 34, 60, 90, 219-220, 227, 325, 359 defined, 35, 247, 259, 324 marketing and, 45 Value added, 7, 262 video clips, 262 Video sharing, 183 videos, 180 online, 180 Violence, 128 virus, 2, 128, 204 Vision, 2, 58-59, 74, 86, 126, 197, 205, 275, 336, 375-376 voice mail, 16, 178, 180 Volume, 7, 42, 71, 145-146, 149, 175, 188, 212, 232, 268-270, 276, 281, 288, 290, 360 Volumes, 26, 275-276 minimum, 7, 129-130, 199 real, 200 Wall Street Journal, 170 Warranty, 223 Waste Management, 241 Water, 8-9, 31, 91-92, 99, 173, 209, 213-214, 216-217, 219-220, 222-223, 225-226, 228, 230-231, 233-235, 238-242, 247, 252, 263, 281-284, 292, 334, 340, 343 Weaknesses, 168, 372 Wealth, 186, 275, 306 Web, 6, 11, 24, 28, 32, 45, 51-52, 55, 68, 77-78, 105, 114, 117-118, 144, 146, 151, 163-164, 170-171, 173, 180-183, 198, 222, 231, 233, 238, 257, 295, 300-301, 304, 318, 330, 333, 355, 362-365 Web 2.0, 11, 183 Web site, 6, 11, 24, 28, 32, 45, 51-52, 55, 68, 77, 117, 146, 151, 163-164, 170-171, 173, 181-183, 198, 222, 231, 233, 238, 301, 304, 330, 333, 362-363 design, 6, 68, 173, 182, 362 privacy, 182 security, 330, 333 Web sites, 6, 28, 55, 78, 105, 114, 151, 164, 170, 180-182, 257, 295, 364-365 white space, 181 Wholesalers, 181, 253 Wiki, 55 Women, 130 Won, 76, 182, 199, 264, 347 word of mouth, 11, 69, 77, 183 word processing, 140 Word-of-mouth advertising, 183, 275 Work, 1, 3-4, 6-11, 13-14, 19, 22, 24-25, 28-31, 33-34, 36, 40-42, 47, 50, 54-55, 63-65, 67-68, 70-72, 75, 77-78, 80, 82-83, 85, 87, 89, 91-92, 94, 96, 98, 100-101, 103-118, 120-127, 129-132, 133, 136, 141, 151-152, 159-160, 163, 167, 169-171, 175, 178, 184-185, 188-189, 192-193, 196-197, 199-200, 202-203, 205-206, 211, 215-218, 219, 225-229, 232-234, 241-242, 252-253, 255-256, 258-259, 264, 268-271, 281, 284-285, 287-289, 295, 298, 301, 304, 309, 317, 319-321, 326, 330, 332, 334, 339, 342, 345-346, 353-358, 361-362, 365-370, 372, 374-381 Work ethics, 370 Work schedules, 124, 205 Work teams, 103-105, 110, 113 global, 105 Workers, 11, 82-83, 85, 103-104, 116, 118, 128-130, 175, 177, 199, 203-204, 206, 212-215, 230, 295, 313, 332, 338-339, 351, 379 skilled, 199 workforce, 11, 72, 104, 130, 333 diversity in, 130 workplace, 4-5, 9, 82, 103-104, 107, 110-112, 115-116, 120, 124-129, 132, 332, 353, 367 changing, 132 Workplace environment, 367 World, 16, 36, 43, 51, 55, 59, 68, 90-91, 105, 118, 177, 180, 183, 295, 350, 352, 354, 358, 376, 378, 380 Wrongful act, 3, 9, 329 WWW, 16, 26-27, 29-31, 38-39, 43, 45, 49-52, 55, 64, 68, 73-74, 76, 85, 90-91, 96, 99, 105, 114, 117, 120, 123, 127, 140, 143, 145-146, 150-151, 156-158, 163-164, 168, 171-173, 175, 177, 180-183, 186, 198, 203-204, 208, 212, 214, 222, 231, 233-234, 238, 240, 253, 257-258, 260-262, 272, 276, 278, 282, 288, 291, 301, 304, 318, 322-323, 330, 332-333, 335, 350, 355, 363, 365, 373, 377, 381 Z Zero defects, 11, 70, 75, 77 W Wages, 3, 7, 93, 111, 121, 129-130, 132, 168, 199-200, 207, 222, 324, 329 differences in, 130, 132 389 www.downloadslide.net 390 ... Structure of the Lodging Industry David K Hayes/ Jack D Ninemeier/Allisha A Miller 33 Guest Service in the Lodging Industry David K Hayes/ Jack D Ninemeier/Allisha A Miller 57 Managing Lodging Operations... Operations David K Hayes/ Jack D Ninemeier/Allisha A Miller 79 Staffing the Lodging Operation David K Hayes/ Jack D Ninemeier/Allisha A Miller 103 The Front Office Department David K Hayes/ Jack... United States of America P E A R S O N C U S T O M L I B R A R Y Table of Contents Glossary David K Hayes/ Jack D Ninemeier/Allisha A Miller 1 Introduction to the Lodging Industry David K Hayes/ Jack