JOHN R. VVALKER
`
`
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` SECOND
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`
`
`EDITION
`
`Iotioolootioo
`to Iioopitolito
`
`]oIm R. Wolkoo, D.I3.A., ITMP.
`
`Marshall Professor and Director
`
`Hotel, Restaurant, and Tourism Management
`United States International University
`
`San Diego, California
`
`Il|||in
`
`Prentice Hall
`
`Upper Saddle River, New Jersey 07458
`
`
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`Library of Congress Cataloging-in-Publication Data
`Walker, John R.
`Introduction to hospitality / John R. Walker. — 2nd ed.
`p.
`cm.
`Includes index
`ISBN 0-13-91 ?881-3
`1. Hospitality industry——Management.
`TX911.3.M27W35
`1999
`64?.94'068~—-dc21
`
`I. Title
`
`99-23053
`CIP
`
`I -
`‘H1
`.
`
`Production Editor: Michael Jennings/Carlisle Publisher Services
`Production Liaison: Eileen M. O’Sullivan
`Acquisitions Editor: Neil Marquardt
`Editorial Assistant: Jean Aurnan
`Director of Manufacturing & Production: Bruce Johnson
`Managing Editor: Mary Carnis
`Designer: Laura Ierardi
`Marketing Manager: Frank Mortimer, Jr.
`Cover Design: Bruce Kenselaar
`Cover Illustration: B. J. Faulkner
`Interior Design: Kevin Kall
`Art Director: Marianne Frasco
`Manufacturing Manager: Ed 0’Dougherty
`
`nnlm
`
`9 1999 by Prentice-Hall, Inc.
`A Simon & Schuster/A Viacom Company
`Upper Saddle River, New Jersey 07458
`
`All rights reserved. No part of this book may be
`reproduced, in any form or by any means,
`without permission in writing from the publisher.
`
`Printed in the United States of America
`
`10987654
`
`ISBN U-13-317651-3
`
`Prentice-Hall International (UK) Limited, London
`Prentice-Hall of Australia Pty. Limited, Sydney
`Prentice-Hall Canada Inc., Toronto
`Prentice-Hall I-Iispanoainericana, S.A., Mexico
`Prentice-Hall of India Private Limited, New Delhi
`Prentice-Hall of Japan, Inc., Tokyo
`Simon & Schuster Asia Pte. Ltd., Singapore
`Editoria Prentice-Hall do Brasil, Ltda., Rio de Janeiro
`
`
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`COIl{C€Il{IS
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`preflace xv
`
`Acknowledgmenis xxl‘
`
`Al)0u{{LeAu{l1or xxiii
`
`CHAPTER 1
`
`Hospflalifg: A Hisforical Perspecflve 2-3
`ANCIENT TIMES 4
`Greece and Rome 4
`MEDIEVAL TIMES 6
`
`Coffee Houses 8
`
`Hospitality on the Road 9
`EIGHTEENTH CENTURY 10
`The New World 10
`The French Revolution 11
`NINETEENTH CENTURY 13
`
`TWENTIETH CENTURY 17
`
`HOSPITALITY AND TOURISM PIONEERS 20
`CONCLUSION 28
`SUMMARY 28
`REVIEW EXERCISES 29
`
`KEY WORDS AND CONCEPTS 29
`NOTES 29
`
`
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`7“*7
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`iv
`
`Contents
`
`CHAPTER 2
`
`Tourism 30451
`
`WHAT IS TOURISM? 32
`Definition of Tourism 33
`THE FIVE EPOCHS OF TOURISM 34
`Pre-industrial Revolution 34
`
`The Railway Age 35
`Automobile Travel 36
`
`Air Travel 38
`
`The Hub-and-Spoke System 41
`Cruise Ships 42
`
`Segmenting the Cruise Market 45
`TOURISM ORGANIZATIONS 46
`
`International Organizations 46
`Domestic Organizations 47
`State Offices of Tourism 48
`
`City—Leve1 Offices of Tourism 48
`THE ECONOMIC IMPACT OF TOURISM 48
`
`The Multiplier Effect 49
`Tour Operators 49
`PROMOTERS OF TOURISM 49
`
`Travel Agencies 49
`Commission Caps 51
`
`Travel Corporations 52
`Corporate Travel Manager 53
`Travel and Tour Wholesalers 53
`
`Certified Travel Counselor [CTC] 54
`National Offices of Tourism (NOT) 54
`Destination Management Companies [DMCS] 54
`WHY PEOPLE TRAVEL 56
`Pleasure Travel 57
`Motivations for Travel 59
`
`Different Places for Different People 59
`
`Expectation and Reality 60
`Push/Pull Model 61
`Business Travel 61
`Trends in Business Travel 63
`SOCIAL AND CULTURAL IMPACT OF TOURISM 63
`ECOTOURISM 67
`
`TRENDS IN TOURISM AND TRAVEL 70
`SUMMARY 73
`REVIEW EXERCISES 74
`
`KEY WORDS AND CONCEPTS 74
`NOTES 75
`
`
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`CHAPTER 3
`
`The Holel Business: Development and Classification 76~77
`
`HOTEL DEVELOPMENT IN THE UNITED STATES 78
`
`Contents
`
`V
`
`I
`'
`
`-
`'
`
`'
`
`'
`
`'
`
`'
`
`Franchising 80
`Partnership 83
`Leasing 83
`Syndicates 84
`Management Contracts 84
`FINANCIAL MANAGEMENT AND PROFITS 86
`
`Creative Financing 87
`Real Estate Investment Trust [REIT] 89
`
`Financing Package 90
`How Sorne Hotels Become Overvalued 91
`CLASSIFICATION OF HOTELS 93
`
`City Center Hotels 95
`Resort Hotels 96
`
`Vacation Ownership 98
`
`Airport Hotels 102
`Freeway Hotels and Motels 103
`Casino Hotels 103
`Full-Service Hotels 103
`
`Economy/Budget Hotels 104
`Extended-Stay Hotels 104
`All-Suite, Extended-Stay Hotels 105
`Bed and Breakfast Inns 105
`HOTEL INTEGRATION 106
`
`Vertical Integration 106
`Horizontal Integration 106
`Marketing Consortium [Referral Organizations] 106
`BUSINESS AND LEISURE TRAVEL 78
`
`BEST, BIGGEST, AND MOST UNUSUAL HOTELS AND CHAINS 108
`The Best Hotel Chains 108
`The Most Unusual Hotels 108
`
`INTERNATIONAL PERSPECTIVE 110
`
`U.S.-International Hotel Development 111
`International Investment in U.S. Hotels 112
`TRENDS IN HOTEL DEVELOPMENT 113
`SUMMARY 115
`REVIEW EXERCISES 116
`KEY WORDS AND CONCEPTS 116
`NOTES 116
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`CHAPTER 4
`
`I’
`
`l
`'
`
`I
`
`FL
`
`8-1
`IL’)l‘C| iilld l‘!()()lllS I_)1\‘iSIt)I'i ()])f_‘.l‘i1l'.10l1
`THE FUNCTIONS AND DEPARTMENTS OF A HOTEL 120
`ROLE OF THE HOTEL GENERAL MANAGER 121
`MANAGEMENT STRUCTURE 123
`
`The Executive Committee 123
`THE DEPARTMENTS I24
`
`Rooms Division 124
`Front Office 125
`
`Night Auditor 131
`PROPERTY MANAGEMENT SYSTEMS 134
`YIELD MANAGEMENT 139
`RESERVATIONS 141
`
`COMMUNICATIONS CBX OR PBX 143
`
`GUEST/UNIFORMED SERVICE 143
`CONCIERGE 144
`
`HOUSEKEEPING 147
`
`Laundry 154
`SECURITY/LOSS PREVENTION 155
`
`TRENDS IN HOTEL AND ROOMS DIVISION OPERATIONS 156
`SUMMARY 159
`
`REVIEW EXERCISES 160
`KEY WORDS AND CONCEPTS 160
`NOTES 160
`
`CHAPTER 5
`
`”o1cI Operaiions: Food and “average Division 1652-1
`FOOD AND BEVERAGE MANAGEMENT 164
`FOOD AND BEVERAGE PLANNING 167
`KITCHEN 16?
`RESTAURANTS 173
`HOTEL RESTAURANTS 1?3
`BARS 175
`STEWARDING DEPARTMENT 1??
`
`CATERING DEPARTMENT 1?8
`Position Profile 181
`
`Catering Event Order 184
`Catering Coordinator 186
`Catering Services Manager 186
`ROOM SERVICE/IN-ROOM DINING 187
`TRENDS IN FOOD AND BEVERAGE OPERATIONS 190
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`Vii
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`SUMMARY 192
`REVIEW EXERCISES 192
`KEY WORDS AND CONCEPTS 192
`NOTES 193
`
`CHAPTER 6
`
`The Resiaurani Business: Development
`::u1(ICIa.ssiIicaHon 194-195
`
`RESTAURANT DEVELOPMENT 196
`Operating Philosophy 196
`Mission, Goals, and Objectives 196
`Restaurant Market 196
`
`Restaurant Concept 19?
`Restaurant Location 200
`Restaurant Ambiance 201
`MENU PLANNING 202
`Chain Menus 204
`
`Needs and Desires of Guests 205
`
`Capabilities of Cooks 205
`Equipment Capacity and Layout 205
`Consistency and Availability of Menu Ingredients 206
`Price and Pricing Strategy 206
`Nutritional Value 20?
`
`Accuracy in Menu 208
`Menu Analysis 208
`Menu Design and Layout 208
`CLASSIFICATIONS OF RESTAURANTS 208
`Full-Service Restaurants 209
`
`Specialty Restaurants 213
`Quick Service/Fast Food 213
`
`Hamburger 215
`Pizza 216
`Chicken 218
`
`Steak 219
`Seafood 220
`
`Pancake 222
`Sandwich Restaurants 222
`
`Family Restaurants 222
`Ethnic Restaurants 224
`
`Casual Dining and Dinner House Restaurants 225
`Theme Restaurants 228
`
`Celebrity Restaurants 228
`
`'
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`I
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`I
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`"'3'
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`TRENDS IN RESTAURANT DEVELOPMENT 230
`SUMMARY 230
`
`REVIEW EXERCISES 231
`KEY WORDS AND CONCEPTS 231
`NOTES 231
`
`CHAPTER 7
`
`Raaiaaaaai Opaaaaaaa 232-233
`FRONT OF THE HOUSE 234
`
`Restaurant Forecasting 234
`Service 236
`
`Suggestive Selling 238
`Types of Restaurant Service 238
`Back of the House 242
`Food Production 242
`
`Kitchen/Food Production 244
`
`Purchasing 246
`Receiving 248
`Storing/Issuing 248
`Budgeting 248
`Restaurant Accounting 248
`Lease and Controllable Expenses 253
`Controls 258
`
`Food Service Manager Job Analysis 259
`TRENDS IN RESTAURANT OPERATIONS 263
`SUMMARY 264
`REVIEW EXERCISES 265
`KEY WORDS AND CONCEPTS 265
`NOTES 265
`
`CHAPTER 8
`
`Managed Services
`OVERVIEW 268
`
`AIRLINES 268
`
`In-Flight Food Service 268
`Airport Food Service 271
`MILITARY 271
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`ELEMENTARY AND SECONDARY SCHOOLS 272
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`Contents
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`ix
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`COLLEGES AND UNIVERSITIES 277
`Student Unions 279
`
`Responsibilities in Managed Services 280
`HEALTH CARE FACILITIES 283
`
`BUSINESS AND INDUSTRY 28?
`TRENDS IN MANAGED SERVICES 289
`SUMMARY 2.90
`
`REVIEW EXERCISES 291
`KEY WORDS AND CONCEPTS 291
`NOTES 291
`
`CHAPTER 9
`
`Beverages 292-293
`WINES 294
`
`Light Beverage Wines 29-=1
`Sparkling Wines 294
`Fortified Wines 296
`Aromatic Wines 296
`
`The History of Wine 296
`The Making of Wine 296
`Matching Wine with Food 298
`Major Wine-Growing Regions of Europe and North America 300
`BEER 303
`
`The Brewing Process 303
`SPIRITS 305
`
`Whiskys 305
`
`White Spirits 30?
`Other Spirits 309
`NONALCOHOLIC BEVERAGES 310
`Nonalcoholic Beer 310
`Coffee 311
`Tea 312
`
`Carbonated Soft Drinks 313
`Juices 313
`Bottled Water 313
`
`BARS AND BEVERAGE MANAGEMENT 314
`
`Bar Setup 314
`Inventory Control 315
`Personnel Procedures 316
`Taverns 316
`
`Restaurant and Hotel Bars 316
`
`Night Clubs 31?
`Microbreweries 317
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`Sports Bars 320
`Coffee Shops 320
`LIQUOR LIABILITY AND THE LAW 321
`TRENDS IN THE BEVERAGE INDUSTRY 322
`SUMMARY 324
`REVIEW EXERCISES 324
`
`KEY WORDS AND CONCEPTS 324
`NOTES 325
`
`CHAPTER 10
`
`Recreation a.ncI I.eisure 326-327
`
`RECREATION, LEISURE, AND WELLNESS 328
`GOVERNMENTSPONSORED RECREATION 329
`National Parks in the United States 330
`National Parks in Canada 332
`
`Public Recreation and Parks Agencies 333
`COMMERCIAL RECREATION 334
`Theme Parks 334
`Clubs 334
`
`Club Management Structure 338
`Country Clubs 341
`City Clubs 341
`NONCOMMERCIAL RECREATION 344
`
`Voluntary Organizations 344
`Campus, Armed Forces, and Employee Recreation 345
`Recreation for Special Populations 346
`TRENDS IN RECREATION AND LEISURE 346
`SUMMARY 34?
`
`REVIEW EXERCISES 348
`
`KEY WORDS AND CONCEPTS 348
`NOTES 348
`
`CHAPTER 1 1
`
`“re Ga.nu'11g Enteriaiiunenl Incluslrrg 350-351
`GAMING ENTERTAINMENT DEFINED 352
`
`HISTORICAL REVIEW OF GAMING ENTERTAINMENT 355
`
`Native American Gaming 356
`National Gambling Impact Study Commission 35?
`SIZE AND SCOPE OF GAMING ENTERTAINMENT 358
`
`Organized Crime and Casinos 359
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`Street Crime and Casinos 360
`Gambling Addictions 361
`KEY PLAYERS IN THE INDUSTRY 363
`EXCITING GAMING ENTERTAINMENT PROJECTS 366
`NEWEST PROJECTS OF GAMING ENTERTAINMENT 370
`CAREERS IN GAMING ENTERTAINMENT 372
`Hotel Operations 372
`Food and Beverage Operations 372
`Casino Operations 372
`Retail Operation 374
`
`Entertainment Operations 374
`TRENDS IN THE HOTEL GAMING ENTERTAINMENT INDUSTRY 374
`SUMMARY 376
`
`REVIEW EXERCISES 376
`
`KEY WORDS AND CONCEPTS 376
`
`l\"leeHngs, Convenfions. am] Exposifions 378-379
`HISTORICAL REVIEW 380
`TYPES OF MEETINGS 381
`
`KEY PLAYERS IN THE INDUSTRY 383
`Meeting Planners 38?
`Convention and Visitors Bureaus [CVB] 389
`Convention Centers 390
`
`Event Management 397
`Specialized Services 398
`TRENDS IN CONVENTIONS, MEETINGS, AND EXPOSITIONS 398
`SUMMARY 402
`
`REVIEW EXERCISES 403
`
`KEY WORDS AND CONCEPTS 403
`NOTES 403
`
`NOTES 376 CHAPTER 12
`
`CHAPTER 13
`
`l\"'[arl(eHng, Human Resources, and Cul{11_re
`
`MARKETING 406
`
`Environmental Analysis 407
`Economic Impacts 408
`Social Analysis 408
`
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`Political Analysis 409
`
`Technological Analysis 409
`Market Assessment 409
`
`Market Demand 410
`
`Competitor Analysis 410
`Positioning 412
`Marketing Goals and Objectives 412
`Marketing Mix 412.
`Performance Evaluation 415
`
`Sales 416
`HUMAN RESOURCES MANAGEMENT 41?
`
`Task Analysis 418
`Job Description 418
`Productivity Standards 419
`Recruitment and Selection 419
`Orientation 421
`
`Training 421
`Performance Appraisal 422
`Compensation 424
`
`Employee Development 426
`Employee Retention 428
`
`Equal Employment Opportunity (EEO) 428
`Americans with Disabilities Act [ADA] 428
`Harassment 428
`CULTURE 429
`
`Cultural Barriers 430
`
`Language 430
`Ethnic Diversity 430
`Personal Cultural Barriers 430
`
`TRENDS IN MARKETING, HUMAN RESOURCES, AND CULTURE 431
`SUMMARY 434
`REVIEW EXERCISES 434
`KEY WORDS AND CONCEPTS 435
`NOTES 435
`
`CHAPTER 14
`
`Leadersliip and lqanagemelll
`LEADERSHIP 438
`
`Characteristics of Leaders 4358
`
`Definitions of Leadership 439
`Transactional Leadership 439
`Transformational Leadership 439
`EXAMPLES OF LEADERSHIP EXCELLENCE 441
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`THE DISTINCTION BETWEEN LEADERSHIP AND MANAGEMENT 447
`
`Contents
`
`Management 450
`Managerial Skills 450
`CORPORATE PHILOSOPHY 451
`
`CORPORATE CULTURE 452
`Mission Statement 452
`Goal 452
`
`Objectives 453
`KEY MANAGEMENT FUNCTIONS 454
`
`Forecasting 454
`Planning 455
`
`Organizing 456
`Decision Making 456
`Communicating 461
`Motivating 462
`Controlling 465
`SERVICE AND TOTAL QUALITY MANAGEMENT (TQM) 467
`ETHICS 470
`
`Ethical Dilemmas in Hospitality 471
`Social Responsibilities in Business 472
`TRENDS IN LEADERSHIP AND MANAGEMENT 473
`SUMMARY 475
`
`REVIEW EXERCISES 475
`KEY WORDS AND CONCEPTS 476
`NOTES 476
`
`Glossary 479
`
`lmiex 439
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`PFC EICB
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`Hospitality management is an exciting professional discipline. introduction to
`Hospitality is a comprehensive tour through the fascinating and challenging re-
`lated fields in the hospitality industry: travel and tourism, lodging, food service,
`meetings, conventions and expositions, leisure and recreation. The book also
`discusses marketing, human resources, leadership, and management and how
`they apply to hospitality management.
`This text is designed for hospitality management professionals of tomorrow.
`By dynamically involving the readers in each step of this exciting journey, In-
`troduction to Hospitality invites students to share the unique enthusiasm sur-
`rounding the field of hospitality.
`The increase in globalization is reflected in the hospitality industry. Through
`the stories and examples presented in the text, readers are encouraged to share
`the deep appreciation for, and gain exposure to, the diversity of existing tradi-
`tions and cultures.
`
`Other features unique to this book include the following:
`n/ The thorough identification and analysis of trends, issues, and challenges
`that will have a significant impact on hospitality into the twenty-first cen-
`tury
`
`v’ The scope of coverage and the international perspective on present and
`future industry issues
`
`v’ The presentation and description of numerous career opportunities in
`hospitality
`
`V Numerous suggestions for educational and professional development
`This wide variety of learning tools provides a fundamental aid to students
`and encourages their active participation in the course.
`
`
`
`
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`Xvi
`
`Preface
`
`
`
`'
`
`]:ea,I:ures of Elle Chapters
`
`
`
`Cl1a])lrer 1'
`
`“Hospitality: A Historical Perspective” introduces and presents a brief historical
`overview of the hospitality industry, describing the evolution of hospitality from
`Greek and Roman times to the present day.
`
`‘cjllap I131" 2
`
`“Tourism” outlines the scope of tourism and identifies the major influences on
`the increase of tourism, the various travel modes, and the key organizations and
`the role they play from a global to a local perspective.
`
`Clrmpier 3
`
`“The Hotel Business: Development and Classification” illustrates the various
`forms of hotel development, the different types of hotels, their classification,
`and ways hotels cater to the business and leisure travel markets.
`
`up l'er
`
`“Hotel and Rooms Division Operation” provides a hands-on perspective that de-
`tails the rooms division department functions and activities. A complete
`overview of the guest cycle from reservations to checkout is included. The chap-
`ter also outlines the duties and responsibilities of key executives and depart-
`ment heads.
`
`Cl1ap{e1*
`
`“Hotel Operations: Food and Beverage Division” details the food and beverage
`departments and illustrates the duties and responsibilities of the key food and
`beverage executives.
`
`Clfitpfer 5
`
`“The Restaurant Business: Development and Classification” traces the history
`and development of the restaurant business. Restaurant development from op-
`erating philosophy and mission statements to market, concepts, location, am-
`biance, menu planning, and classification of restaurants is discussed.
`
`(:]1apI'.(:r 7
`
`“Restaurant Operations” focuses on the operations of a restaurant. The chapter
`discusses forecasting, purchasing, receiving, storage/issuing, food production,
`
`‘'3.
`
`_
`
`.
`
`--a——-_----n.~
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`Preface
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`xvii
`
`and service. Budgeting, controllable expenses, restaurant accounting, operating
`ratios, and controls are also discussed.
`
`‘-_:l'lil.|J I1‘: I"
`
`“Managed Services” outlines the different noncommercial food service seg-
`ments and describes the factors that distinguish noncommercial food service
`operations from commercial ones. Characteristics and trends in airline, military,
`elementary and secondary schools, colleges and universities, healthcare, busi-
`ness, and industry food service are illustrated.
`
`“Beverages” presents the various types of wines and wine making, beer and the
`brewing process, spirits, nonalcoholic beverages, bars, beverage management,
`and liquor liability and the law.
`
`(.%_:lu1|)'l‘c-.r 9
`
`(-:lm'pier 10
`
`“Recreation and Leisure” introduces recreation, leisure, and wellness as essen-
`tial to our cultural, moral, and spiritual well-being. Government-sponsored
`recreation, national parks, and public recreation agencies are illustrated to-
`gether with commercial recreation/theme parks and clubs. Noncommercial
`recreation in the form of voluntary organizations, campus, armed forces, em-
`ployee recreation, and recreation for special populations are discussed.
`
`pic)‘ I "I
`
`The Gaming Entertainment Industry reviews the history of gaming entertain-
`ment and examines the size and scope of the industry. The key players are iden-
`tified and exciting entertainment projects are discussed together with careers
`and the relationship of the gaming industry to hotels, food and beverage, casino,
`and retail operations.
`
`“Meetings, Conventions, and Expositions” introduces readers to the different
`types of meetings, conventions, and expositions. Meeting planners, convention
`and visitors bureaus, event management, and specialized services are also cov-
`ered in detail.
`
`(:l1i1]JI‘e.I‘
`
`‘.2
`
`Ila ['1 '1: r "I 3
`
`“Marketing, Human Resources, and Culture” presents the elements of market-
`ing, sales, human resources, and culture that are common to all segments of the
`hospitality industry.
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`xviij
`
`Preface
`
`.. ,
`
`.
`
`5
`
`I
`
`*
`‘
`
`I
`
`(:l1r:p{er 4
`
`"Leadership" provides the reader with an overview of the characteristics and at-
`tributes of leaders, and offers a comparison of the different styles of leadership.
`Hospitality leaders such as Wayne Calloway, CEO of PepsiCo.; Herb Kelleher,
`president and CEO of Southwest Airlines; Ray Kroc, founder of McDonald’s; Bill
`Fisher, executive director, National Restaurant Association; Isadore Sharp, pres—
`ident and CEO of Four Seasons Hotels and Resorts; John Martin, president and
`CEO of Taco Bell Corporations; and Van E. Eure, president of The Angus Barn
`Restaurant, offer their insights into successful leadership. Ethical, moral, and
`social responsibilities in business are also discussed. “Management Service and
`Professionalism” focuses on corporate philosophy, culture, mission, goals, and
`objectives. Emphasis is placed on key management functions, service, total
`quality management, and professionalism.
`
`Learning Tools
`-I/l____....
`-_____,__..---:n
`,._
`
`
`_
`
`___—v-
`
`Each chapter contains a number of tools designed to assist in the learning
`process.
`
`1/
`
`V’ Learning objectives that help the reader focus on the main points dis-
`cussed in the chapter
`9’ Benchmarking, with individuals and corporate examples of excellence
`V Personal profiles, focusing on the achievements and contributions to the
`industry by individuals who represent success models, such as Auguste
`Escoffier, Patti Roscoe, Steve Wynn, Jim Gemignani, Herman Cain,
`Richard Melman, Robert Mondavi, Walt Disney, Carol Wallace, Carroll
`Armstrong, and Herb Kelleher
`Industry profiles that provide extensive input from industry profession-
`als, such as the Hospice de Beaune, Club Med, Carlson Companies, Hy-
`att Hotels, Sheraton Hotels, TGI Friday’s, Joseph E. Seagram and Sons,
`The Disney Corporation, Las Vegas Convention and Visitor Authority,
`Marriott Corporation, and The Ritz-Carlton Hotel Corporation
`V A day in the iife, which selects key hospitality individuals and real—life
`accounts that provide exposure to the issues and challenges one might
`have on the job
`1/ Summaries that correspond to the chapter learning objectives
`V Key words and concepts, provided to help the reader internalize the vari-
`ous topics presented in the chapter
`V SCANS (Secretary’s Commission on Achieving Necessary Skills)—related
`critical thinking Exercises that help readers master the material presented
`and apply what they have learned
`s/ A Glossary that explains the meaning of special words used throughout
`the text
`
`1/ Case studies allow students to use their critical thinking and analysis
`skills in handling realistic industry situations
`
`
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`1. Hospice de Beaune, French Tourist Office; 2. A Cote d’Azure beach, French
`Tourist Office; 3. Hotel del Coronado, Hotel del Coronado, San Diego, CA.; 4.
`Banff Springs Hotel, Banff Springs Hotel, Alberta, Canada; 5. A Marriott Hotel
`dinner table setting, Marriott Hotels; 6. Remi Restaurant, New York, Adam D.
`Tihany. Photo credit, Peter Paige; 7. A TGI Friday's Restaurant, TGI Friday's; 8.
`A non-commercial foodservice operation, ARAMARK; 9. A Napa Valley winery,
`Robert Mondavi; 10. Yellowstone National Park, Yellowstone National Park; 11.
`New York, New York Hotel; 12. San Diego Convention Center, San Diego Con-
`vention Center; 13. A Human Resources Director, Sheraton Grande Torrey Pines;
`14. Herman Cain, Chairman of the Board, Godfather’s Pizza, and President and
`CEO, The National Restaurant Association.
`
`AdJiHo11a.l [)lI0|T0 Credits
`
`Chapter 1 Escoffier [Courtesy of UPI/The Bettrnann Archive)
`
`Chapter 2 Model T—Ford [Courtesy of The Bettmann Archive)
`
`Chapter 3 Conrad Hilton [Courtesy of Hilton Hotels Corporation]
`U.S. Grant Hotel, San Diego, CA [Courtesy of U.S. Grant Hotel, San Diego, CA]
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`Preface
`
`xix
`
`The extensive supplement package includes the following:
`M An instructor's manual that contains teaching notes and interactive class
`exercises
`
`M A free powerpoint software presentation package
`V’ Color overheads of selected charts and graphs from the text are also avail-
`able on the powerpoint software presentation package.
`5/ A computerized test bank that consists of multiple choice, matching, and
`fill-in-the-blank questions
`1/ A video highlighting hospitality organizations that is keyed specifically to
`the text. The video provides insight into the hospitality industry and of-
`fers students a glimpse of the opportunities, issues, and challenges that
`lie ahead.
`
`Special thanks to the many colleagues and students who offered suggestions
`for the improvement of this text.
`All of these features were designed to stimulate and promote student in-
`volvement, participation, and interaction with the course. I hope you will de-
`rive as much pleasure from reading the text as I did from writing it.
`
`LEI‘
`JOLII R.
`San Diego, California
`November 1997
`
`Chapter opening plrofo Cre(lHts
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`Banff Springs Hotel {Courtesy of Banff Springs Hotel)
`Morena Valley Travelodge [Courtesy of Forte Hotels)
`The Mirage Hotel and Casino [Courtesy of Mirage Resorts Incorporated)
`MGM [Courtesy of MGM Grand Casino and Theme Park)
`Fairfield Inn and Residence Inn [Courtesy of Marriott]
`Cesar Ritz [Courtesy of The Bettmann Archive)
`
`Chapter 4 Ritz~Carlton Interior [Courtesy of Ritz-Carlton Hotel Company)
`Hyatt Hotels [Courtesy of Hyatt Hotels and Resorts)
`Clarion Hotel Bayview [Courtesy of Clarion Hotel Bayview)
`
`Chapter 5 Old King Cole Bar [Courtesy of St. Regis Hotel)
`Chapter 6 The Eccentric and Papagus [Courtesy of Steinkamp/Ballogg,
`Chicago)
`Tavern on The Green [Photo Credit: © Gayle Gleason, 1990. Courtesy of Tav-
`ern on the Green]
`
`Chapter 7 T.G.I. Friday’s [Courtesy of T.G.I. Friday’s)
`
`Chapter 9 Napa Valley [Courtesy of The Napa Valley Wineries Association)
`Robert Mondavi [Courtesy of Robert Mondavi Winery)
`Bernini’s [Courtesy of Bernini’s)
`
`Chapter 10 New York Marathon [Courtesy of Reuters/Bettmann)
`Banff Springs Hotel and Park [Courtesy of Banff Springs Hotel)
`Chapter 12 Jacob K. Javits Convention Center [Courtesy of Jacob K. Javits
`Convention Center)
`
`Chapter 13 Marriott International, Inc. [Courtesy of Marriott International)
`Chapter 14 Martin Luther King, Jr. (Courtesy of UPI/Bettmann)
`
`-‘
`
`xx
`
`Preface
`
`
`
`4“
`
`1.
`5.‘r
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`Acknowledgments
`
`This book is dedicated to you—the students, instructors, and profes-
`sors—and to the industry professionals, many of whom contributed
`to this text.
`
`To your success.
`
`For the second edition, the text has been completely updated to incorporate
`the many changes that have taken place over the past few years in the hospi-
`tality industry. A section on trends and mini case studies have been added to
`
`chapters two to fourteen. In addition, several more profiles have been added to
`each chapter. A new chapter on Gaming Entertainment has enhanced the text,
`in response to several requests. The instructor’s manual has also been revised
`
`and has additional critical thinking exercises for classroom use.
`Thanks also goes to all my CHRIE colleagues, many of whom encouraged me
`to undertake this project and made valuable suggestions. In particular, I would
`like to thank Professor Jennifer Aldrich of Johnson 8; Wales University who has
`done a great job on the instructor’s manual. She has created an invaluable guide
`for instructors teaching this course.
`This book would not have been possible without the extraordinary help of
`Michael Thorpe, Elena Cormio, Tania Saenz, Nicole Daane, Jennifer Mariscal,
`Melanie Mariscal, Rachel Martin, Dr. Jon Kingsbury, James Lorenz, Dr. Jay Schrock
`for his work on Chapter 4, Dr. Ken Crocker, Patti Cocoren, Dan Piotrowski, Kath-
`leen Doeller, Edward Inskeep, Dr. Ellis Norman, Chuck Hamburg, Sheri Hender-
`son, Steve Cenicola and Professor Peter Zuccilli, who worked so diligently on nu-
`merous key aspects of this project. I am very grateful to the following reviewers,
`whose comments and suggestions considerably improved the text:
`
`Jennifer Aldrich
`
`Johnson & Wales University
`Providence, Rhode Island
`Maureen Blesson
`
`Morris County Community College
`Randolph, New Jersey
`Carl Boger
`Kansas State University
`
`
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` Car] Braunlich
`Purdue University
`
`West Lafayette, Indiana
`Melissa Dallas
`
`Seattle Central Community College
`Evan Enowitz
`
`Grossmont College
`San Diego, California
`Tom Jones
`
`University of Nevada—Las Vegas
`Carol Kizer
`
`Columbus State Community College
`Columbus, Ohio
`Daniel J. Mount
`
`Pennsylvania State University
`
`University Park, Pennsylvania
`Jay Schrock
`
`San Francisco State University
`Andrew Schwarz
`
`Sullivan County Community College
`Loch Slteldrake, New York
`Robert C. Bennett
`
`Delaware County Community College
`Jon Fields
`
`South Dakota State University
`Nels Oman
`
`Jackson Community College
`Richard M. Lagiewski
`SUNY-Plattsburglt
`Kathleen A. Doeller
`Andrew Hale Feinstein
`
`Pennsylvania State University
`Charles Latour
`
`Nortltem Virginia Community College
`
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`
`A special thank you goes to Dr. Carl Braunlich, of Purdue University, for the
`excellent chapter on Gaming Entertainment.
`Finally, special thanks to Robin Baliszewski and Neil Marquardt, whose vi-
`sion and encouragement were an inspiration, to Eileen O’Sullivan, production
`liaison, whose attention to detail and expertise added much to this project, and
`to the rest of the Prentice Hall staff, who were a pleasure to work with. In ad-
`dition, I would like to thank Michael Jennings of Carlisle Publishers Services for
`outstanding editorial services as project editor.
`
`
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`Loni tie Author
`
`Dr. John R. Walker is professor and director of the Hotel, Restaurant and
`Tourism Management Program at the United States International University in
`San Diego, California. John’s fifteen—years industry experience includes man-
`agement training at the Savoy Hotel London. This was followed by terms as food
`and beverage manager, assistant rooms division manager, catering manager,
`and general manager with Grand Metropolitan Hotels, Selsdon Park Hotel, Rank
`Hotels, Inter-Continental Hotels, and the Coral Reef Resort Barbados, West
`Indies.
`
`For the past seventeen years he has taught at two— and fot1r—year schools in
`Canada and the United States. In addition to being a hospitality management
`consultant, he has been published in The Cornell Hotel Restaurant Administra-
`tion Quarterly and The Hospitality Educators Journal. He is co—author of The
`Restaurant: from Concept to Operation, with Dr. Donald Lundberg, published by
`John Wiley 8; Sons in 1993. Dr. Walker is an editorial advisory board member
`for Progress in Tourism and Hospitality Research, published by John Wiley 8:
`Sons. John is a past president of the Pacific chapter of the Council on Hotel,
`Restaurant, and Institutional Education [CHRIE]. He is a certified hotel admin-
`
`istrator and a certified food service management professional.
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`2*.‘
`
`Actual market share The market share that a busi-
`ness actually receives compared with the fair market
`share, which is an equal share of the market.
`ADA American with Disabilities Act.
`
`ADR See Average daily rate.
`Agenda 21 A charter produced during the 1992
`Earth Summit held in Rio de Janeiro, Brazil, which
`addresses issues pertaining to the environment and
`sustainable development and is intended to prepare
`the world to successfully meet the challenges in the
`coming century.
`AHMA American Hotel and Motel Association.
`
`1. A menu on which food and beverages
`A la carte
`are listed and priced individually. 2. Foods cooked to
`order compared with foods cooked in advance and
`held for later service.
`
`Alcohol Naturally occurring and easily synthesized
`compound that
`induces intoxication when con-
`sumed.
`
`Allocentric Psychological term referring to some-
`one who enjoys varied and unfamiliar activities.
`Ambiance The combined atmosphere created by
`the decor,
`lighting, service, possible entertainment
`[such as background music], and so on,
`that en-
`hances the dining or lodging experience.
`Amenities Features that add material comfort, con-
`venience, or smoothness to a guest’s stay. Examples
`include hair shampoo, an iron and ironing board in
`each room, in-room coffee maker, and so on.
`
`Aperitif A fortified wine flavored with one or more
`herbs and spices, usually consumed before a meal.
`Apollo Name of a commonly used airline reserva-
`tion system.
`Average daily rate {ADRJ One of the key operating
`ratios that indicate the level of a hotel's performance.
`The ADR is calculated by dividing the amount of dol-
`lar sales by the number of rooms sold.
`Average guest check The average amount each
`group spends. Mostly used in