Hospitality

Preface
About the Authors
Acknowledgments
Introduction: Welcome to Hospitality
PART ONE Hospitality Industry Foundations
1 History
Sarah LeFebvre, Murray State University
The Ancient History of Hotels and Restaurants
Nineteenth Century Expansion
The Expansion of Hotels and Restaurants Across America
Social Clubs
Cruise Ships
Theme Parks
Summary
2 Emerging Trends
Christian Hardigree, Kennesaw State University
Michael Oshins, Boston University
Trend 1: Millennials-the New Power Segment
Trend 2: Taking Control of Health and Well-Being
Trend 3: Disruption and Sharing Economy
Trend 4: Environmental Awareness and Global Uncertainties
Trend 5: Tourism Explosion
Trend 6: Brand Power
Trend 7: Technology, Technology, Technology
Trend 8: Customization Rules
Summary
3 Service Excellence and Ratings Systems
Chris Woodruff, Lake Michigan College
Hospitality Service Fundamentals
History of the Pineapple
Who is Involved in Guest Service?
Foundations of Service Excellence
Guest Service Professional Skills
Service Recovery
Service Quality Starts In Hospitality
Rating Systems In the Hospitality
Industry
Online Reviews
Summary
4 Business Models and Trade Associations
Julene Boger, Northern Arizona University
Tierney Orfgen Mccleary, Eastern Michigan University
Radesh Palakurthi, University of Memphis
Independent Hospitality Businesses
Hospitality Chain Operations
Structure and Business Models of Hospitality Chain Operations
Advantages and Disadvantages of Chain Operations
Hospitality Trade Associations
5 Career Expectations and Realities
George Ojie-Ahamiojie, Wor-Wic Community College
Susan E. West, Arkansas Tech University
Careers In Hospitality
Necessary Characteristics
Career Management-101
Preparing For A Job Search
Myths and Realities of the Hospitality Industry
Facts
Summary
PART TWO Hospitality Management
6 Leadership and Ethics
Richard J. Mills Jr., Robert Morris University
Denis P. Rudd, Robert Morris University
Hospitality and Tourism Management Perspectives
Leadership, Ethics, and Hospitality Operations
Future Concerns For the Hospitality and Tourism Management
Developing Your Own Style of Leadership
Summary: Leadership, Ethics, and Hospitality Operations In the Future
7 Marketing
Catherine Curtis, Oklahoma State University
Randall Upchurch, Florida Gulf Coast University
Introduction To Hospitality Marketing
The Marketing Mix: Elements of Success
Consumer Analytics-Emergence of A New Field of Integrated Hospitality
Data Mining
Social Media-A Promotional Gateway
Summary
8 Managing Revenue and Controlling Expenses
Liza M. Cobos, Missouri State University
Revenue Management Overview
The Lodging Industry
The Restaurant Industry
Controlling Expenses
Summary
9 Human Resources
Nicholas J. Thomas, Depaul University
Eric A. Brown, Iowa State University
Human Resources
Regulatory Issues
Workforce Planning
Staffing
Training and Development
Managing Employee Performance
Compensation and Benefits
Health and Safety
Summary
10 Technology and Facilities Management
Kathleen E. King, Northern Arizona University
Robert Mcmullin, East Stroudsburg University
Technology
Facilities Management
Summary
11 Law, Safety, and Security
Jane Ohlin, Florida State University
Introduction
Contract Law
Employment Law
Safety and Security
Summary
PART THREE Traditional Hospitality Careers
12 Lodging Industry and Operations
Sherie Brezina, Florida Gulf Coast University
Michael D. Collins, Florida Gulf Coast University
Marcia Taylor, Florida Gulf Coast University
Three Business Foci Associated With the Hotel Industry
Hotel Industry Segments
Traditional Full-Service Hotel Operations
Rooms Division
Guest Services (Front Office)
Revenue Management (Reservations)
Housekeeping
Food and Beverage (F&B) Division
A Career In the Hotel Industry
Summary
13 Foodservice Industry and Operations
Jim Taylor, University of Mississippi
Zach Weston, Florida State University
Introduction
Commercial Versus Non-Commercial Operations
Support Industries
Trends and Emerging Issues In Foodservice
Professional Careers In Foodservice
Restaurant Operations
Management
Restaurant Structure
Introduction to the Culinary Profession
Summary
14 Beverage Industry and Operations
Marissa Orlowski, University of Central Florida
Kirsten Tripodi, Sacred Heart University
Introduction
Beverage Industry Segments
Managing Beverage Establishments
Careers Paths In the Beverage Industry
Summary
15 Club Industry and Operations
Richard J. Mills, Jr., Robert Morris University
Denis P. Rudd, Robert Morris University
Introduction
Fiscal Impact
Modern Environment
Varieties of Clubs
Club Employment
Club Ownership
Management Styles
Technology
Club Continuing Education
Summary
16 Event Industry and Operations
Inna Soifer, University of Memphis
Premila Whitney, University of Central Florida
Introduction To the Meeting, Convention, and Event Industry
Types of Meetings and Events
Special Event Production
Trends In the Meeting, Convention, and Event Industry
Careers In the Special Events Industry
Summary
Optional Readings: Specialized Hospitality Careers
A Theme Parks and Attractions
Jeff Weinland, University of Central Florida
Scott Smith, University of South Carolina
Introduction
A Brief History of Amusement and Theme Parks
The Future of Amusement and Theme Parks
Is there A Difference Between Theme Parks and Amusement Parks?
Park Operations
Summary
B Casinos
Chris Roberts, Depaul University
Introduction
Organization of the Casino
Management and Casino Careers
Gambling Outside of the Casino
The Future of Gaming
Summary
C Cruise Ships
Noel Criscione-Naylor, Stockton University
Introduction to the Cruise Industry
Key Players In the Cruise Industry
Types of Cruise Categories
Types of Cruises
Ship Design and Organization
Cruise Destinations
Trends and Future of the Cruise Industry
Career Information
Summary
D Entertainment Management
Ray Eddy, University of Central Florida
Robert Macy, University of Central Florida
What Is Entertainment?
Classifications of Entertainment
Career Areas In Entertainment Management
Trends In the Entertainment Industry
Summary
E Supply Chain Management
Barbara L. Callanan
Nassau Community College-State University of New York
Introduction and Definition of Supply Chain Management (Scm)
Transparency, Strategies, and Logistics
Supplier Development: Importance of Collaboration and Relationships
Technology and Procurement
Navigating Supply Chain Traceability and Risk Management
Building A Green Sustainable Supply Chain
Career Paths
Summary
F Transportation Careers Within Hospitality
Janet Howes, University of St. Joseph
Air Travel
Motor Coach Transportation
Automobiles
Livery Service
Rideshare Service
Travel By Rail
Cruise Ships
The Future of Transportation
Summary
G Spas and Fitness Centers
Brad Engeldinger, Sierra College
Suzanne Gibson, University of South Carolina Beaufort
Wellness In Hospitality Settings
Spas and Fitness Centers Defined
Similarities and Differences
Evolution of Spas and Fitness Centers
Types of Spas
Types of Fitness Centers
Career Paths
Future Trends and Opportunities
Trends To Watch
Summary
H Sport and Recreation Management
Chris Brown, Kennesaw State University
Chris Cain, University of Nevada Las Vegas
Sport Management Overview
Club and Golf Management Overview
Recreation Management Overview
Sport Event Management Overview
Summary
I Destination Marketing and Management
Li Ming Chiang, East Stroudsburg University of Pennsylvania
Robert Mcmullin, East Stroudsburg University of Pennsylvania
Travel and Tourism
Destination Marketing Organizations
Convention and Visitors Bureaus Spotlight
Specialty Areas
Summary
J Senior Services Management
Denver E. Severt, University of Central Florida
Introduction
Structure of the Typical Senior Living Community
Key Interviews
Career Path
Summary
K Healthcare Service Excellence
Stowe Shoemaker, University of Nevada Las Vegas
Introduction
Why the Healthcare Industry Is Looking For Hospitality Majors
How and Why the Healthcare Industry and the Hospitality Industry Are Similar
How To Use A Successful Hospitality Framework In Healthcare
What Does All This Mean For You, the Student?
Summary
L Management Consulting
Albert Barreda, Missouri State University Yoshimasa
Kageyama, Missouri State University
Phillip Lehane, Missouri State University
Outlook
Fields In Management Consulting
Types of Consultants and Profile
The Consulting Process
Career Paths In Consulting
Summary
M Real Estate
Albert Barreda, Missouri State University
Cindy Forde, Missouri State University
Stephanie Hein, Missouri State University
Hospitality Real Estate Business
Brief Overview
The Importance of Planning
The Market Elements
Basic Financials and Economic Principles
Management Aspects
Career Opportunities
Summary
N College and University Teaching
Linda J. Shea, University of Massachusetts, Amherst
Laurie Salame, University of Massachusetts, Amherst
Introduction
Growth In the Industry
Growth In Hospitality and Tourism Education
Hospitality and Tourism Educators' Qualifications and Responsibilities
International Opportunities
Characteristics of Educators
Compensation
It's More Than Money
Professional Associations For Educators
Summary
Glossary
Index