Introduction to management in the hospitality industry
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| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York
Wiley
2003
|
| Ausgabe: | 7. ed. |
| Schlagworte: | |
| Online-Zugang: | Table of contents Inhaltsverzeichnis |
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| 100 | 1 | |a Powers, Thomas F. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Introduction to management in the hospitality industry |c Tom Powers ; Clayton W. Barrows |
| 246 | 1 | 3 | |a Management in the hospitality industry |
| 250 | |a 7. ed. | ||
| 264 | 1 | |a New York |b Wiley |c 2003 | |
| 300 | |a XX, 631 S. |b zahlr. Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
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| 700 | 1 | |a Barrows, Clayton W. |e Verfasser |4 aut | |
| 856 | 4 | |u http://www.loc.gov/catdir/toc/wiley021/2001045582.html |3 Table of contents | |
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Datensatz im Suchindex
| _version_ | 1819582240282116096 |
|---|---|
| adam_text | Preface „[
3
What Is Hospitality Management? 4
The Manager s Role in the Hospitality Industry s
Why Study in a Hospitality Management Program? 6
Employment Opportunities
Planning a Career 9
The Meaning of Work
Employment as an Important Part of Your Education h
Profiting from Work Experience / Learning Strategies for Work Experience
Getting a Job 16
Getting in the Door
INDUSTRY PRACTICE NOTE 1.1: AN EMPLOYER S VIEW OF JOB PLACEMENT 17
Learning on the Job / Other Ways of Profiting from a Job
Employment at Graduation 19
Goals and Objectives: The Strategy of Job Placement 19
GLOBAL HOSPITALITY NOTE 1.1: CAREER OPPORTUNITIES OVERSEAS 20
The Outlook for Hospitality a
Polarization in Hospitality Service Organizations / Accelerating Competition /
Service Is the Difference / Value Consciousness / Technology /
Empowerment / Diversity /. Concern with Security /
Concern with Sanitation / Globalizatich
Summary . ,. :,#¦; 3 | 26
Key Words and Concepts jV ! *• 27
Review Questions . , 28
Internet Exercises 28
Notes 29
iv Contents
Chapter 2: Forces Affecting Growth and Change in the Hospitality Industry 31
Demand i2
The Changing Age Composition of Our Population
INDUSTRY PRACTICE NOTE 2.1: DEMOGRAPHICS IN PRACTICE 35
Diversity and Cultural Change
INDUSTRY PRACTICE NOTE 2.2: ADVOCACY FOR THE ADVANCEMENT
OF WOMEN IN FOOD SERVICE 42
Supply «
Land and Its Produce
INDUSTRY PRACTICE NOTE 2.3: IS THE MIDDLE CLASS SHRINKING? 46
INDUSTRY PRACTICE NOTE 2.4: LIFESTYLE AND DEMAND FOR HOSPITALITY SERVICES 48
Labor
Workforce Diversity 51
The Impact of Labor Scarcity 52
Summary 53
Key Words and Concepts 54
Review Questions 54
Internet Exercises 55
Notes 56
Chapter J: The Restaurant Business 59
The Varied Field of Food Service 6o
The Outlook for Food Service
The Restaurant Business 63
The Dining Market and the Eating Market 64
Dining Well
CASE HISTORY 3.1: TOP DENVER RESTAURANT FACES HARD DECISION 69
The Eating Market and Its Dynamics
Contemporary Popular Priced Restaurants 72
Quick Service Restaurants / Midscale Restaurants /
High Check Average Restaurants / Casual Restaurants
Contents v
Restaurants as a Part of a Larger Business 88
Restaurants in Retail Stores / Restaurants in Shopping Malls /
Restaurants at Truck Stops
Summary 90
Key Words and Concepts 90
Review Questions 91
Internet Exercise 91
Notes 92
Chapter 4: Restaurant Operations 95
Restaurant Operations 96
The Front of the House / The Back of the House / The Office /
General Management / Life in the Restaurant Business / Salary Levels
Making a Profit in Food Service Operations 108
Increasing Sales / Reducing Costs
Keeping the Score in Operations: Accounting Statements and Operating Ratios no
Cost of Sales / Controllable Expenses / Capital Costs
Summary m
Key Words and Concepts 114
Review Questions 114
Internet Exercises 114
Notes 115
Chapter 5: Restaurant Industry Organization: Chain, independent,
or Franchise? 117
Chain Restaurant Systems iu
Marketing and Brand Recognition / Site Selection Expertise /
Access to Capital / Purchasing Economies / Control and Information Systems /
Personnel Program Development / Chains Market Share
Independent Restaurants 124
Operating Advantages / Marketing and Brand Recognition / Site Selection /
Access to Capital
INDUSTRY PRACTICE NOTE 5.1: WORKING WITH THE SBA 127
INDUSTRY PRACTICE NOTE 5.2: WHY GO PUBLIC? 128
Purchasing Economies / Control and Information Systems / Human Resources /
The Independent s Extra: Flexibility / The Independent s Imperative: Differentiation /
Between Independent and Chain
vi Contents
Franchisee! Restaurants 1J0
The New Franchisee / Continuing Franchise Services
INDUSTRY PRACTICE NOTE 5.3: INTERESTED IN BECOMING A FRANCHISEE? 134
Drawbacks for the Franchisee / The Franchisor s View
INDUSTRY PRACTICE NOTE 5.4: CONFLICT IN FOOD SERVICE FRANCHISING 140
Franchisor Franchisee Relations / Franchising: A Middle Way
Summary M2
Key Words and Concepts 143
Review Questions 143
Internet Exercises 144
Notes 145
Chapter 6: ce 146
Competitive Conditions in Food Service 147
The Marketing Mix 148
Product
CASE HISTORY 6.1: CONCEPT BLUR AND THE GREAT AMERICAN HOT DOG 150
Price / Place—and Places / Promotion
INDUSTRY PRACTICE NOTE 6.1: FOOD SERVICE ADVERTISING AND DIVERSITY 155
Competition with Other Industries 160
Convenience Stores / Supermarkets / The Home as Competition
INDUSTRY PRACTICE NOTE 6.2: COMPETITION BETWEEN FOOD SERVICE AND GROCERS 162
SPURS NEW PRODUCT DEVELOPMENT
Summary 16*
Key Words and Concepts 167
Review Questions 147
Internet Exercises 168
Notes 169
Chapter 7: issues Facing Food Service in
Consumer Concerns 172
Nutrition / Junk Food and a Hectic Pace / Nutritional Labeling
INDUSTRY PRACTICE NOTE 7.1: DEFINING HEALTH CLAIMS 178
Sanitation / Alcohol and Dining
Food Service and the Environment 182
Thinking About Garbage: From Dump to Waste Stream / Managing the Waste Stream
Contents vii
Technology iss
Enhancing Customer Service / Technology in the Back of the House /
Technology, the Internet, and Food Service Marketing / Technology and Management
Summary 193
Key Words and Concepts 194
Review Questions 194
Internet Exercises 19S
Notes 196
199
Comparing On site and Commercial Food Services 200
Self operated Facilities 203
Managed Services Companies 203
GLOBAL HOSPITALITY NOTE 8.1: INTERNATIONAL PERSPECTIVES 204
Pros and Cons of Contract Management
Business and Industry Food Service 206
INDUSTRY PRACTICE NOTE 8.1: MEASURING GUEST PARTICIPATION 208
College and University Food Service 209
College Students as Customers
Health Care Food Service 212
The Dietetic Professional / The Dietetic Technician / The Dietary Manager /
Dietary Department Organization / Trends in Health Care Food Service
School and Community Food Service 218
The School Food Service Model / Contract Companies in School Food Service /
Service Programs for the Aging / Community Based Services /
Retirement Housing Communities
Other Segments 227
Recreation / Private Clubs / Transportation
Vending 232
CASE HISTORY 8.1: VENDING MEETS ONE BUILDING S FOOD SERVICE NEEDS 234
Summary 234
Key Words and Concepts 235
Review Questions 235
Internet Exercises 136
Notes 237
viii Contents
Chapter 9: Lodging; Meeting Guest Needs 241
The Evolution of Lodging 242
The History of Lodging / The Evolution of the Motel / The Motor Hotel
Types of Lodging Properties 24s
Hotels Classified by Price
INDUSTRY PRACTICE NOTE 9.1: WHERE HAVE ALL THE INDEPENDENTS GONE? 246
Hotels Classified by function / Hotels Classified by Location /
Hotels Classified by Market Segment / Other Hotel Classifications
INDUSTRY PRACTICE NOTE 9.2: INNKEEPING INSIGHTS 255
Types of Guests 256
Business Travelers / Other Segments / International Travelers
Differentiation and Meeting Guests Needs 259
GLOBAL HOSPITALITY NOTE 9.1: USING TECHNOLOGY TO MEET GUESTS EXPECTATIONS 261
INDUSTRY PRACTICE NOTE 9.3: HOTEL RATING SERVICES 262
Service, Service, Service / Employees as the Internal Customers
Summary 266
Key Words and Concepts 268
Review Questions 268
Internet Exercises 269
Notes 269
Chapter }Q: Hotel and Mote! Operations 273
Major Functional Departments 274
The Rooms Side of the House 276
The Front Office / Automation of the Front Office / Reservations and Yield
Management / Security / Telephone and Call Accounting Systems /
Housekeeping
INDUSTRY PRACTICE NOTE 10.1: THE CONCIERGE 286
Uniformed Services Staff
Food and Beverage Department 287
Restaurants / Banquets / Food Production / Sanitation and Utility /
The Exceptional Case / Leased Restaurants
Contents ix
Staff and Support Departments 292
Sales and Marketing / Accounting / Human Resources / Engineering
Income and Expense Patterns and Control 29s
The Uniform System of Accounts
Entry Ports and Careers 300
Front Office / Accounting / Sales and Marketing / Food and Beverage /
Owning Your Own Hotel
Summary 303
Key Words and Concepts 304
Review Questions 304
Internet Exercises 304
Notes 305
Chapter 11: Forces Shaping the Hotel Business 307
The Economics of the Hotel Business 308
A Cyclical Business / The Securitization of the Hotel Industry
INDUSTRY PRACTICE NOTE 11.1: REITS IN PRACTICE 316
The Hazards of Public Ownership
CASE HISTORY 11.1: GOING PUBLIC: SOME GOOD NEWS AND SOME BAD 320
Growth in Lodging
Dimensions of the Hotel Investment Decision 323
Financial
GLOBAL HOSPITALITY NOTE 11.1: EXCHANGE RATES AND HOTEL VALUATIONS 324
GLOBAL HOSPITALITY NOTE 11.2: GLOBALIZATION AND TAXATION 325
Real Estate / An Operating Business / Segmentation: For Guests or Developers? /
Management Companies / Entrepreneurial Opportunities
Summary 330
Key Words and Concepts 331
Review Questions 331
Internet Exercises 332
Notes 332
Chapter 12: Competition in the Lodging Business 335
The Conditions of Competition 33«
A Fragmented Market / A Cyclical Market / Cost Structure /
Securitization / Technological Revolution
X Contents
The Marketing Mix in Lodging 339
Competitive Tactics mo
Product in a Segmented Market 341
Food Service / Other Services and Amenities / Systemwide Services
Price and Pricing Tactics 351
Yield Management
Place—and Places 357
Location / Channels of Distribution
INDUSTRY PRACTICE NOTE 12.1: TRAVEL INTERMEDIARIES: REZSOLUTIONS 360
Promotion: Marketing Communication 36i
GLOBAL HOSPITALITY NOTE 12.1: FRANCHISING WORLDWIDE 362
Advertising in Mass Media
INDUSTRY PRACTICE NOTE 12.2: TRAVEL BOOKINGS ON THE INTERNET TO SKYROCKET 365
Advertising on the Internet / Sales Promotion
Marketing and Competition 368
Summary 368
Key Words and Concepts 369
Review Questions 370
Internet Exercise 370
Notes 370
Chapter 13: Tourism: Front and Center 37s
The Importance of Tourism 376
Factors Affecting Travel and Tourism 377
Growing Leisure Time? / Income Trends / Demographics
Travel Trends 380
Mode of Travel / Trip Duration
The Economic Significance of Tourism 382
Tourism and Employment / Publicity as an Economic Benefit
The United States as an International Tourist Attraction 384
Measuring the Volume / Reasons for Growth of the United States as a Destination
Businesses Serving the Traveler 387
Passenger Transportation / Channels of Distribution / Reservation Networks
Contents xi
Noneconomic Effects of Tourism 394
Crowding / Favorable Noneconomic Effects
Summary 397
Key Words and Concepts 398
Review Questions 398
Internet Exercises 399
Notes 401
403
Motives and Destinations 404
Mass Market Tourism 406
Planned Play Environments 407
Theme Parks 408
Themes / Scale / Themes and Cities / Regional Theme Parks /
Employment and Training Opportunities
Casinos and Gaming 41s
Las Vegas / Laughlin (Clark County) / Atlantic City / Mississippi Gulf
Coast / Casino Markets and the Business of Casinos / Casino Staffing /
Viewpoint
Urban Entertainment Centers 428
CASE HISTORY 14.1: THE NATIONAL RESTAURANT ASSOCIATION RESTAURANT SHOW 430
Zoos and Aquariums / Shopping Centers
Temporary Attractions: Fairs and Festivals 43}
CASE HISTORY 14.2: THE NEW ORLEANS JAZZ FEST 43S
Natural Environments 436
GLOBAL HOSPITALITY NOTE 14.1: ECOTOURISM IN OTHER COUNTRIES 437
Summary 439
Key Words and Concepts 439
Review Questions 439
Internet Exercises 440
Notes 441
Chapter 15: Management: 4 New Way of Thinking 44s
Management and Supervision 446
The Economizing Society 447
xii Contents
The Managerial Revolution 448
Taylor: The Work Process Focus / Fayol: Administrative Management / Human
Relations: Work as a Social Process / Implications for the Modern Hospitality Manager
Management: A Dynamic Force in a Changing Society 453
Statler The First National Hospitality System / Stouffer s Modern Management
Techniques / The Building of Complex Hospitality Systems
CASE HISTORY 15.1: WHERE DOES A CONCEPT COME FROM? 460
What Is Management? 46i
What Is Our Business? / In Business for Yourself?
Summary 467
Key Words and Concepts 468
Review Questions 468
Internet Exercises 468
Notes 469
ing in Hospitality Management 471
Why Study Planning? 472
Planning in Organizations 473
CASE HISTORY 16.1: PLANNING ON AN OLYMPIC SCALE AT ARAMARK 474
Some Planning Concepts
Goal Setting: Management by Objectives 478
Characteristics of Well Thought Out Goals / Coal Congruence / Coals and Policies
Planning in Operations 482
Strategic Issues / From Strategy to Tactics
Long range Planning Tools 485
Return on Investment / Cost Benefit Analysis
The Individual Worker as Planner 488
Planning as a Personal Process
Summary 49o
Key Words and Concepts 490
Review Questions 490
Internet Exercises 491
Notes 491
Contents xiii
Chapter 17: Organizing in Hospitality Management 493
Authority: The Cement of Organizations 494
The Bases of Authority / Authority and Responsibility / Authority: A Summary
Departmentalization 497
CASE HISTORY 17.1: REORGANIZATION IN A MULTIBRAND COMPANY 498
The Delegation of Authority / Span of Control / Bases for Departmentalization
Line and Staff 502
Line Management / Staff Assistance
Issues in Organizing 504
Functional Staff Authority / Increasing the Span of Control: Empowering Managers /
Committees / Bureaucracy / Ad Hocracy
Summary 513
Key Words and Concepts 514
Review Questions 514
Internet Exercise 514
Notes 515
Chapter 18: Staffing: Human Resources Management in
Hospitality Management 517
Issues in Human Resources Management 518
Fitting People to Jobs 519
Job and Person Specifications
Recruiting 524
Internal Sources / External Sources / Segmenting the Employee Market
Selection and Employment 527
Selection / Orientation
Training sn
INDUSTRY PRACTICE NOTE 18.1: TRAINING AND THE INTERNET 533
Management Training / On the Job Training
GLOBAL HOSPITALITY NOTE 18.1: TRAINING IN A GLOBAL HOSPITALITY INDUSTRY 535
Everybody Gets Trained
xiv Contents
Retaining Employees 537
Staff Planning 538
Job and Work Needs / Part time Employees / Computerized Scheduling
Summary mj
Key Words and Concepts 543
Review Questions 543
Internet Exercises 544
Notes 544
,,* t f *?• , f f I , 547
The Importance of Control 548
Control and the Cybernetic Loop 549
Control Through Management Action / Characteristics of Control Systems
Tools for Control 554
Financial Accounting / Managerial Accounting / Decision Accounting
Summary 560
Key Words and Concepts 560
Review Questions 560
Internet Exercises 561
Chapter 20: Leadership and Directing in HosoiMJity M *. .*j; rr» viT 563
The Conclusions of Social Science Research 564
Relationship to Other Management functions
Why People Follow 565
Necessity as Work Motivation / Advantage as Work Motivation / Personal
Satisfaction as Work Motivation / Independence as Work Motivation /
Encouragement, Praise, and Recognition as Work Motivation / Money as Work
Motivation / Company Policy as Work Motivation / Does Happiness Lead
to Productivity?
Leadership Theories 569
Three Important Elements of Modern Leadership / Participation
Communication 574
Barriers to Communication / Gateways to Communication
The Elements of Leading and Directing S76
Leadership and Change
Contents xv
CASE HISTORY 20.1: WHAT DOES A LEADER DO FOR A LIVING? 578
Developing Your Own Leadership Style ssi
Summary 583
Key Words and Concepts 583
Review Questions 583
Internet Exercise 584
Notes 584
~ ¦ . *,• • • 587
A Study of Service 588
What Is Service? 589
Types of Service
Rendering Personal Service 593
Task
INDUSTRY PRACTICE NOTE 21.1: SERVICE AND STRESS 594
Interpersonal Skills
Managing the Service Transaction 596
The Product View of Service / The Process View: Empowerment / Production or
Process View?
How Companies Organize for Service 601
Service Strategy / Service Culture / The Employee as Product: The Importance of
People / Service as a Sustainable Competitive Advantage
Summary 608
Key Words and Concepts 609
Review Questions 609
Internet Exercises 609
Notes 610
Index 6»
|
| any_adam_object | 1 |
| author | Powers, Thomas F. Barrows, Clayton W. |
| author_facet | Powers, Thomas F. Barrows, Clayton W. |
| author_role | aut aut |
| author_sort | Powers, Thomas F. |
| author_variant | t f p tf tfp c w b cw cwb |
| building | Verbundindex |
| bvnumber | BV014437039 |
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| callnumber-raw | TX911.3.M27 |
| callnumber-search | TX911.3.M27 |
| callnumber-sort | TX 3911.3 M27 |
| callnumber-subject | TX - Home Economics |
| classification_rvk | QQ 946 |
| ctrlnum | (OCoLC)47696113 (DE-599)BVBBV014437039 |
| dewey-full | 647.94/068 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 647 - Management of public households |
| dewey-raw | 647.94/068 |
| dewey-search | 647.94/068 |
| dewey-sort | 3647.94 268 |
| dewey-tens | 640 - Home and family management |
| discipline | Agrar-/Forst-/Ernährungs-/Haushaltswissenschaft / Gartenbau Wirtschaftswissenschaften |
| edition | 7. ed. |
| format | Book |
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| id | DE-604.BV014437039 |
| illustrated | Illustrated |
| indexdate | 2024-12-23T15:56:39Z |
| institution | BVB |
| isbn | 0471359017 |
| language | English |
| lccn | 2001045582 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-009868971 |
| oclc_num | 47696113 |
| open_access_boolean | |
| owner | DE-859 DE-824 |
| owner_facet | DE-859 DE-824 |
| physical | XX, 631 S. zahlr. Ill., graph. Darst. |
| publishDate | 2003 |
| publishDateSearch | 2003 |
| publishDateSort | 2003 |
| publisher | Wiley |
| record_format | marc |
| spellingShingle | Powers, Thomas F. Barrows, Clayton W. Introduction to management in the hospitality industry Hospitality industry Management Management (DE-588)4037278-9 gnd Gastgewerbe (DE-588)4259231-8 gnd Hotelgewerbe (DE-588)4072636-8 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4259231-8 (DE-588)4072636-8 |
| title | Introduction to management in the hospitality industry |
| title_alt | Management in the hospitality industry |
| title_auth | Introduction to management in the hospitality industry |
| title_exact_search | Introduction to management in the hospitality industry |
| title_full | Introduction to management in the hospitality industry Tom Powers ; Clayton W. Barrows |
| title_fullStr | Introduction to management in the hospitality industry Tom Powers ; Clayton W. Barrows |
| title_full_unstemmed | Introduction to management in the hospitality industry Tom Powers ; Clayton W. Barrows |
| title_short | Introduction to management in the hospitality industry |
| title_sort | introduction to management in the hospitality industry |
| topic | Hospitality industry Management Management (DE-588)4037278-9 gnd Gastgewerbe (DE-588)4259231-8 gnd Hotelgewerbe (DE-588)4072636-8 gnd |
| topic_facet | Hospitality industry Management Management Gastgewerbe Hotelgewerbe |
| url | http://www.loc.gov/catdir/toc/wiley021/2001045582.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009868971&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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