Part 2 book “Pearson new international edition “ has contents: The housekeeping department, the maintenance department, food service and meeting management in limited-service hotels, hotel accounting, food and beverage operations - full-service hotels, safety and security, careers in the lodging industry.
www.downloadslide.net The Housekeeping Department From Chapter of Practical Law of Architecture, Engineering, and Geoscience, Second Canadian Edition, Brian M Samuels, Doug R 191 Sanders Copyright © 2011 by Pearson Canada, Inc Published by Pearson Canada All rights reserved www.downloadslide.net The Housekeeping Department Chapter Outline The Role of Housekeeping Areas of Responsibility Interactions Managing Housekeeping Staffing Inventory Management Managing Lost and Found Safety Training Cleaning Responsibilities Employee Scheduling Guest Room Cleaning Public Space Cleaning Laundry Operations Laundry Processing Guest-Operated Laundry Chapter Overview For hoteliers working in a lodging facility, no one area within the hotel is more important than the others For example, the sales and marketing or front office areas already reviewed in this text are no more important than housekeeping, the subject of this chapter In virtually every industry survey, however, guests rate room cleanliness as the single most important feature affecting their decision to choose or not choose a specific hotel Guests want, first and foremost, a clean room It is the role of the housekeeping department to provide that clean room as well as to clean most other areas of the hotel For this reason, it is difficult to overestimate the importance of a well-managed and properly staffed housekeeping department In this chapter, we will examine the responsibilities of a hotel’s housekeeping department and how the work of its employees affects the front office, maintenance, and food and beverage departments You will learn that hoteliers who manage housekeeping must select and properly train their staff, manage product inventories, and also protect guest property accidentally left behind when guests check out This chapter examines all of these functions and the importance of safety training for everyone working in housekeeping Training can be especially challenging if, as is often the case, the staff of the department is multinational and, therefore, multilingual The job of the housekeeping department is complex and becomes more so every day Properly cleaning a hotel requires knowledge of the many available tools and chemicals that make cleaning jobs easier In this chapter, we will closely examine how to use a checklist to evaluate the results of the housekeeping department’s cleaning efforts In addition to cleaning rooms, the housekeeping department in most hotels is responsible for cleaning the sheets, towels, and other items processed in the hotel’s laundry area While some hotels not their own laundry on-site (on-premise), in most hotels the on-premise laundry (OPL) is a significant part of the housekeeping department’s daily activities In this chapter, we will examine the steps utilized to process laundry in an OPL, as well as the unique features of on-premise guest-operated laundry facilities 192 www.downloadslide.net The Housekeeping Department Chapter Objectives To identify the areas of responsibility assigned to the housekeeping department of a lodging facility To explain how hoteliers should manage property left by guests To show the importance of safety training for employees working in housekeeping To teach you, in detail, how housekeepers should clean guest rooms and public space areas in a lodging facility To explain the processes required to clean the laundry generated by a lodging facility THE ROLE OF HOUSEKEEPING The housekeeping department in a hotel is responsible for the hotel’s cleanliness Because that is true, every guest or visitor to the hotel will readily be able to see the results of the housekeepers’ work When a hotel’s housekeeping staff is effective, guest satisfaction is high, employee morale is good, and ultimately the hotel is profitable When the quality of the housekeeping staff’s work is below industry standards, guest complaints soar, employees at the front desk and in other departments of the hotel become disillusioned about management’s commitment to quality service, and profits suffer due to increased allowances and adjustments made at the front desk to compensate guests for poor experiences In addition, guests who feel the hotel was not clean simply not return Areas of Responsibility The number of areas in a hotel that must be cleaned is so large that the housekeeping department will nearly always be the hotel’s largest department in terms of number of employees Depending on the type and size of the hotel, the housekeeping department will generally be responsible for cleaning and maintaining all of the following: Public Spaces • Lobby areas • Public restrooms • Front desk areas • Management offices • Game rooms • Exercise areas • Pool and spa areas • Selected meeting and food service areas • Employee break rooms and locker rooms Guest Areas • Elevators • Corridors • Stairwells • Guest rooms • Sleeping areas • Bath areas • Kitchen areas Laundry Areas • Laundry preparation areas • Laundry supply closets • Guest linen and supplies storage areas Decisions about the number of employees required to clean these areas and frequency of cleaning are the responsibility of the Executive Housekeeper Thinkstock/Brand X Pictures Housekeeping is an important department at every hotel because it ensures guests receive a clean and comfortable room each and every time they stay 193 www.downloadslide.net The Housekeeping Department LODGING LANGUAGE Executive Housekeeper: The individual responsible for the management and operation of a hotel’s housekeeping department It may sometimes be unclear whether a space in a hotel is the cleaning responsibility of the housekeeping or another department A good example is the dining area in a fullservice hotel In some hotels, the general manager may decide that housekeeping staff clean the dining room while in other hotels this would become the responsibility of the food and beverage department The important rule is that every department must know and carry out its cleaning responsibilities There will always be some areas in a hotel that call for a management decision about who should clean those areas The general manager, in conjunction with the executive housekeeper, must make these decisions so that the cleaning of every area of the hotel is assigned to a specific department To facilitate this process, many hotels use a color-coded map of the entire property Areas of cleaning responsibility are assigned to departments by color code Each department is responsible for cleaning and maintaining the areas that match its assigned color With this system, the department head assigned to the area knows the responsibility for the cleaning of every area in the hotel, and accountability can be ensured Interactions Providing perfectly cleaned guest rooms is a top priority for any well-run hotel The cleaning of guest rooms is always the responsibility of the housekeeping department and must be executed flawlessly The specifics of guest room cleaning are examined later in this chapter What is less well known, but of utmost importance, is the communication role the housekeeping department must play in relaying room status information to the front desk staff and room maintenance issues to those responsible for room repairs In a hotel with a food and beverage department, housekeeping must also interact with that important area You will learn about these interactions in this section LODGING LANGUAGE Room status: The up-to-date (actual) condition of each of the hotel’s guest rooms (e.g., occupied, vacant, or dirty) FRONT DESK No front office manager wants to assign arriving guests to a dirty room In fact, in a wellmanaged hotel, there is a strict policy not to assign a guest to a room unless: • It was properly cleaned by the housekeeping department • It was verified as clean by a second member of housekeeping • Its clean and vacant status has been correctly reported to the front desk While this might, at first glance, appear to be a simple process, it is quite complex and, if not managed properly, contains the potential for a variety of miscommunications To illustrate the importance of maintaining accurate guest room status, let’s examine the stay of Mr and Mrs Flood This couple checks into a room at the Best Sleep Hotel at 4:00 p.m on Monday afternoon and are assigned to a room that the housekeeping staff has reported to the front desk as “clean and vacant.” That is, housekeeping personnel have communicated that the room has been cleaned and inspected for cleanliness and that no other guest is occupying it If, in fact, the room was properly cleaned and no other guest is assigned to it, the Floods, upon arriving at the room, should have no housekeeping-related complaints Consider, however, the problems that could occur if the room, instead of being clean, was 194 www.downloadslide.net The Housekeeping Department Term Meaning Clean and Vacant The room is vacant, has been cleaned, and can be assigned to a guest In some hotels, the designation used is “Clean and Ready” Occupied The room is registered to a current guest On-Change The room is vacant but not yet cleaned In some hotels, the designation used is “Vacant and Dirty” Do Not Disturb (DND) The room is occupied but has not been cleaned due to the guest’s request not to be disturbed Sleep-out (sleeper) The room is reported as occupied but was not used (bed not used; no personal belongings in room), and the guest is not present Stay-over The guest will be staying in the room at least one more night Due-out The guest(s) have indicated this is the last day they will use the room Check-out The guest(s) have departed Out of Order The room is unrentable and thus is unassignable at this time Lock out The guest has items in the room, but will be denied access until management approves re-entry Late Check-out The guests have requested and been given an extension of the regular check-out time FIGURE Common Room Status Terms scheduled for cleaning but the cleaning had not yet occurred In this case, the couple would have been checked into a dirty room and, of course, will return to the front desk area unhappy and concerned about the overall quality of their stay Similarly, if the room is cleaned but the Floods, upon their arrival, discover someone’s possessions, (or someone!) in the room, they will again be upset and return to the front desk area unhappy and concerned about the quality of the hotel’s management staff as well as their own safety From these examples, you can see that it is critical for a housekeeping staff to continuously and accurately maintain the room status of all guest rooms in the hotel Figure lists the room status definitions commonly used in U.S hotels Specific companies or areas of the country may vary the terms and/or the abbreviations used to designate them; however, these terms or their equivalents must be used in the hotel if housekeeping is to accurately represent room status to the front desk It is easy to see that the housekeeping department must carefully report the status of rooms The process of communicating room status between housekeeping and the front desk begins each morning when the housekeeping department receives an updated occupancy report from the front desk This occupancy report will detail, for each room, the room status displayed by the property management system (PMS) for front office agents If there are no discrepancies, the report will accurately show which rooms are stay-overs, occupied, clean and vacant, on-change, or out of order It is up to the housekeeping department to take this report and communicate room status changes to the front desk as they are made, just as the front desk should communicate its known room status changes to housekeeping LODGING LANGUAGE Stay-over: A guest who is not scheduled to check out of the hotel on the day his or her room status is assessed That is, the guest will be staying at least one more day If both the front office and housekeeping perform their jobs well, an accurate, up-to-date room status is maintained in the PMS throughout the day Generally, the front office notifies 195 www.downloadslide.net The Housekeeping Department the housekeeping department of check-outs and other room status changes throughout the day by: • calling or texting the executive housekeeper or a housekeeping supervisor • updating the PMS (when the housekeeping department has easy access to seeing updates and changes) • using another communication tool, such as a telephone, two-way radio, or paging device Changes in room status made by housekeeping staff can also be communicated to the front office in a variety of ways, including: • having a housekeeper or housekeeping supervisor contact the front office by telephone (from each room as its status changes) to inform the desk of the change • via radio or handheld computer • by using the hotel’s guest room phone interface with the PMS (if available) to make the changes directly via codes entered into the telephone in the affected room At the end of the housekeeping shift, the housekeeping personnel will prepare a final and up-to-date room-status report based on a physical check of each room This report is then compared to the updated PMS occupancy report to identify any discrepancies If there are any, the front office manager must investigate them A discrepancy could occur if, for example, a front office agent is fraudulently selling rooms to guests (assigning the guests to a room but not recording the income in the hotel’s PMS) In this case, the discrepancy report would uncover the activity because the guest room, reported as “vacant” in the PMS, would show as “occupied” on the housekeeping room status report MAINTENANCE An additional and absolutely critical communication line must exist between the housekeeping and maintenance departments of the hotel Repairs and replacements will inevitably be needed due to the wear and tear caused by guests using hotel rooms LODGING LANGUAGE Maintenance: The activities required to keep a building and its contents in good repair Also, the department or area of a hotel responsible for these activities For example, when light bulbs burn out in a guest room, they must be replaced This simple task may be assigned to housekeeping If, however, a guest accidentally breaks the leg off of a chair in the room, or if a toilet is running constantly, housekeeping must request a repair The ability of the housekeeping department to aggressively identify and then quickly report needed room repairs will make a significant difference in the satisfaction level of guests A critical point to remember is that the housekeeping department because its staff members are in the rooms most frequently, plays a crucial role in maintaining room quality by reporting room defects quickly and accurately to the hotel employees responsible for eliminating them Maintenance department employees then make the repairs and clean up their work or, if appropriate, contact housekeeping to retidy the room prior to renting it to a guest When communications between housekeeping and maintenance personnel are good, the rooms, hotel guests, and the property itself will all benefit FOOD AND BEVERAGE Some hotels have extensive food and beverage departments When they do, linens, tablecloths, and napkins may be cleaned and pressed in the hotel’s on-premise laundry (OPL) LODGING LANGUAGE On-premise Laundry (OPL): The area within the hotel where the cleaning of fabrics takes place 196 www.downloadslide.net The Housekeeping Department When a hotel offers guests the choice of in-room dining, the housekeeping department may be responsible for returning used dishes and glassware to the food and beverage dish-washing area Alternatively, housekeeping staff may simply remove these items from the guest room and place them in the hotel’s hallways for pick-up by a food and beverage staff member In addition to providing laundry service and providing for in-room dining dish return, the housekeeping department in a larger property may be responsible for maintaining employee uniforms for food and beverage (and other departments) In a smaller property, the housekeeping department may be responsible for cleaning all or part of the lobby foodservices area in which complimentary beverages, breakfasts, or other meals are served MANAGING HOUSEKEEPING The executive housekeeper in a hotel has the responsibility for the cleanliness of the entire facility He or she must know about personnel administration, budgeting, laundry sanitation, fabrics and uniforms, room-cleaning chemicals and routines, and of course, be guest-service-oriented Managers in the housekeeping department must be among a hotel’s most talented The challenges of keeping a hotel clean are many, as are the special issues faced by the executive housekeeper and the housekeeping staff The unique issues faced by the department may pertain to staffing, inventory control, and the management of guest property accidentally or purposely left behind Staffing Thinkstock/Digital Vision/Darrin Klimek An effectively managed housekeeping department will consistently produce clean and comfortable guest rooms It is usually very difficult to staff a hotel housekeeping department This is because of the large number of housekeeping staff needed, the difficulty of the work, and unfortunately, in some cases, a wage structure that does not induce the best employees to seek or progress in hotel housekeeping careers Properly approached and fairly treated, however, this department can be well staffed with stable, highly professional employees who add tremendously to the success of the hotel In most hotels, the key staff positions are the executive housekeeper, inspectors, room attendants, and, in some cases, housepersons ALL IN A DAY’S WORK THE SITUATION A RESPONSE “It isn’t fair,” Jenna Walbert, the executive housekeeper, said to Basil Josiah, the hotel’s general manager “My staff cleans the men’s employee locker room every day, but just look at this!” Basil carefully inspected the area Ashtrays overflowed, food was left on benches, dirty uniforms littered the floor, and newspapers were strewn about It was a mess “The guys in food and beverage and maintenance this every day,” continued Jenna angrily “Our houseperson is too busy trying to keep the lobby carpets sharp to spend an hour a day down here cleaning up after our own staff I think you should make the food and beverage and maintenance departments keep this place clean They are the ones who are messing it up.” Accepting Jenna’s suggestion may be tempting to Basil, but the solution to this problem is probably not the reassignment of cleaning responsibilities The housekeeping department is typically responsible for cleaning the entire hotel (including employee locker rooms) In this case, however, the male employees in some departments are abusing the system Fairness in this case requires that the departmental managers supervising the employees responsible for the mess correct their behavior, and this situation, immediately Basil can and should end Jenna’s difficulty by using his authority as general manager to enforce their compliance 197 www.downloadslide.net The Housekeeping Department LODGING ONLINE The International Executive Housekeepers Association (IEHA) is the professional association for managers working in housekeeping With more than 6,000 members, the IEHA offers educational programs and certification and publishes a monthly magazine To view its Web site, go to: What you think is an executive housekeeper’s most important personality trait? Do you have it? www.ieha.org/ EXECUTIVE HOUSEKEEPERS A hotel with a well-trained, motivated, and professional executive housekeeper has a tremendous advantage over those establishments that not employ such a person An effective executive housekeeper is not only a valuable member of the hotel’s management team, he or she is also an effective administrator, department motivator, and team player At many hotels, the executive housekeeper has worked up from an entry-level housekeeping position In other hotels, the executive housekeeper may not have held any entry-level housekeeping positions In either case, the skills required to be an effective executive housekeeper, like the skills needed by all managers, are related to planning, organizing, directing, and controlling the activities of the department Executive housekeepers must have an unquestioned commitment to cleanliness, impeccable standards, on-going dedication to their area, and human resource-related skills well above the average for managers It is only with these characteristics that a hotel’s executive housekeeper will provide the departmental leadership required in today’s competitive hotel environment INSPECTORS The housekeeping departments of many hotels include one or more people in the position of inspector (inspectress) These employees report directly to the executive housekeeper LODGING LANGUAGE Inspector (Inspectress): Employee responsible for physically checking the room status of guest rooms and performing other tasks as assigned by the executive housekeeper Regardless of a hotel’s size, it is important that someone verify the actual readiness of guest rooms before they are listed in the PMS as clean, vacant, and available to sell This job falls to the inspectors An inspector physically enters and checks a guest room after it has been cleaned to determine whether any areas that should have been cleaned have been missed or if there are other defects in the room that require further attention In a very large hotel, there may be several inspectors working at the same time The primary responsibility of the inspector is to assess the quality of room cleanliness, but it is equally important to point out deficiencies to room attendants, assure that they are corrected, and report revisions in room status to the executive housekeeper or the front desk LODGING LANGUAGE Room attendant: Employee responsible for cleaning guest rooms Also referred to as “housekeeper.” Sometimes called “maids” by guests, but that term is never used by professional hoteliers 198 www.downloadslide.net The Housekeeping Department An effective inspector has high standards of cleanliness and the ability to point out deficiencies in rooms reportedly cleaned by room attendants in a way that motivates the attendants to their very best work—in other words, without appearing overly critical of sincere efforts to a good job Inspectors are truly a hotel guest’s best friend because their sharp eyes enforce the standards of cleanliness established by the executive housekeeper ROOM ATTENDANTS Highly skilled and motivated room attendants are incredibly vital to a hotel’s success Yet many hotels find it difficult to recruit, select, and retain a sufficient number of room attendants to adequately clean the number of rooms sold As a result, the hotel operates shorthanded, and room cleanliness suffers In addition, managers and other non-housekeeping staff end up cleaning rooms, and inspectors sometimes are not able to inspect because they are too busy helping to clean rooms When executive housekeepers are asked why these problems occur, their answers include: • We don’t pay enough to attract the right people • The work is too hard • There is a labor shortage • Today’s workers simply won’t work • Not enough people like to the work a housekeeper is required to • Workers don’t care about doing a good job anymore It is sometimes tempting to accept such statements as the truth You should not, however, because in nearly all cases they are simply not true Interestingly, the best executive housekeepers not only have adequate numbers of room attendants on staff, they have a waiting list of room attendants from other hotels in the area hoping to join their staff Remember that strategies designed to properly recruit and retain room attendants must be put in place if a hotel is to be perceived as the employer of choice for the area’s best room attendants Properly cleaning guest rooms can be hard and physically demanding work Some larger hotels used to employ male housepersons to perform the very labor-intensive tasks, such as carrying heavy loads of laundry and moving furniture within rooms LODGING LANGUAGE Houseperson: Housekeeping employee responsible for assisting room attendants with their work Today, such employees are just as likely to be female as male, and, as is true with laundry workers and public space cleaners, they comprise an integral part of the overall housekeeping department LODGING LANGUAGE Public space: Areas within the hotel that can be freely accessed by guests and visitors Examples include lobby areas, public restrooms, corridors, and stairwells Entry-level housekeeping wages are often among the lowest in the hotel Nonetheless, it is possible and critical to build a highly motivated, dedicated staff of room attendants The approaches to doing so are many but at minimum include: • Treating room attendants with the respect they deserve at all times • Ensuring that room attendants are supervised by excellent supervisors • Maintaining room-cleaning assignment policies that are perceived as fair by the room attendants • Providing excellent, ongoing training 199 www.downloadslide.net The Housekeeping Department • Providing a realistic career ladder for room attendants • Enforcing housekeeping department policies that affect room attendants consistently and without favoritism • Providing for room attendant safety through training and appropriate hotel policies • Providing benefit packages that are competitive for the area • Paying fair wages to all part-time and full-time housekeeping staff Reasonable hotel managers may disagree about what constitutes fair wages for room attendants Some simply pay room attendants an hourly wage Others add incentives for extra effort, such as meeting established quality levels Still others pay a designated dollar amount for each room cleaned Regardless of the payment approach, it is important to treat room attendants fairly Some hoteliers treat room attendants as if they are not important Hotels that this will, inevitably, lose their best room attendants to hotels that demonstrate real concern for these crucial staff members OTHER HOUSEKEEPING STAFF In addition to the executive housekeeper, inspectors, and room attendants, the housekeeping department will, depending upon its size, employ one or more staff members to clean public spaces, maintain departmental records or serve as administrative assistants to the executive housekeeper The OPL in a hotel is often a hot and physically demanding place to work Employees needed in this area include those actually moving items to be washed from the guest rooms to the laundry area, those loading and unloading washers and dryers, and those responsible for folding and storing the cleaned items as well as transporting them to carts or storage areas located near guest rooms In some special cases, seamstresses or tailors may be employed to care for uniforms and guest clothes Inventory Management The housekeeping department maintains a large number of products used in the cleaning and servicing of rooms In addition, a large number of inventory items are required each time a room is cleaned The following partial list gives some indication of the number of guest-room-related inventory items that must be maintained by the executive housekeeper: Sheets (all sizes) Pillowcases Bedspreads Bath towels Hand towels Washcloths Soaps Shampoos Conditioners Sewing kits Glass cleaner Furniture polish Acid-based cleaners Glassware Cups Coffee/coffee filters Laundry bags Laundry tags Clothes hangers In-room literature and signage Television viewing guides Telephone books Pens Paper/pads/stationery If too many units of any item are kept in storage, the hotel may have committed money to housekeeping inventory that could be put to better use elsewhere in the hotel Alternatively, if too few items are kept on hand, housekeepers may not have what they need to properly clean and re-stock rooms Therefore, the executive housekeeper must know how much of each item is in use or in storage, as well as any items that have been ordered but not yet received Purchasing and receiving replacements for some items, such as custom bedspreads, drapes, or logo items, may take weeks or even months In light of this, experienced 200 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 ... of the department to achieve its goals 22 2 www.downloadslide.net The Maintenance Department Many excellent checklists and suggested activities have been developed for maintenance departments... security departments, the head of that department may develop this policy and may even be responsible for safekeeping misplaced or lost items 20 2 www.downloadslide.net The Housekeeping Department... maintenance department implements a replace as needed program for bulbs LODGING LANGUAGE Replace as needed: A parts or equipment replacement plan that delays installing a new part until the original part