PATENT OWNER
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`
`
` EXHIBIT 2040
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`
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`
` PART 1
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`

`
`DIMENSIONS OF THE
`
`Hospitality Industry
`
`An Introduction
`
`SECOND EDITION
`
`PAUL R. DITTMER • GERALD G. GRIFFIN
`
`

`
`11
`
`z ,z Dimensions of the
`,..
`Hospitality Industry: An Introduction
`
`DITTMER
`
`o
`
`

`
`Dimensions
`of the
`Hospitality
`Industry
`
`

`
`Dimensions
`of the
`Hospitality
`Industry
`An Introduction
`SECOND EDITION
`
`Paul R. Dittmer
`New Hampshire College
`
`Gerald G. Griffin
`New York City Technical College
`The City University of New York
`
`VAN NOSTRAND REINHOLD
`IC) P ® A Division of International Thomson Publishing, Inc.
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`1 2 3 4 5 6 7 8 9 10 QEB-FF 01 00 99 98 97 96
`
`Library of Congress Cataloging-in-Publication data
`
`Ditluier, Paul.
`Dimensions of the hospitality industry: an introduction / Paul R.
`Dittmer, Gerald G. Griffin. — 2nd ed.
`p. cm.
`Includes index.
`ISBN 0-442-02082-1
`1. Hospitality industry—Management. I. Griffin, Gerald G.,
`1936- . II. Title.
`TX911.3.M27D583 1996
`647.94'068--dc20
`
`96-14906
`CIP
`
`(cid:9)
`(cid:9)
`(cid:9)
`

`
`Contents
`
`Preface (cid:9)
`
`vii
`
`Part One (cid:9)
`
`Introduction
`
`1 (cid:9)
`
`Dimensions of the Hospitality Industry: A Career Overview (cid:9)
`
`3
`
`Part Two (cid:9)
`
`Foundations
`
`2 (cid:9)
`
`3 (cid:9)
`
`Hospitality Foundations I: Early Development
`of the Hospitality Industry (cid:9)
`Hospitality Foundations II: The Hospitality Industry
`in the United States in the Twentieth Century (cid:9)
`
`Part Three
`
`Food and Beverage Perspectives (cid:9)
`
`4
`5
`6
`
`Dimensions of Food and Beverage
`
`Food and Beverage Facilities
`Food and Beverage Operations
`
`Part Four
`
`Lodging Perspectives
`
`7
`8
`9
`
`Dimensions of Lodging
`Lodging Facilities
`
`Lodging Operations
`
`33
`
`79
`
`Icy
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`131
`
`167
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`203
`
`)
`
`241
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`275
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`305
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`

`
`vi (cid:9)
`
`Contents
`
`Part Five (cid:9)
`
`Hospitality Management Perspectives (cid:9)
`
`10 (cid:9)
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`Hospitality Operations Management (cid:9)
`
`Part Six (cid:9)
`
`Travel and Tourism Perspectives
`
`11 (cid:9)
`12 (cid:9)
`13 (cid:9)
`
`Dimensions of Travel and Tourism (cid:9)
`Travel Services (cid:9)
`Recreation, Entertainment, and Other Tourism Attractions (cid:9)
`
`Part Seven (cid:9)
`
`Future Perspectives
`
`14 (cid:9)
`
`Hospitality and Tourism Tomorrow: An Issues Overview (cid:9)
`
`Glossary (cid:9)
`Index (cid:9)
`
`3-11
`
`343
`
`395
`431
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`461
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`497
`
`527
`563
`
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`

`
`Preface
`
`The second edition of this text is intended for courses that introduce
`students to the broad world of hospitality and tourism and to the cur-
`ricula that will prepare them for managerial careers in these fields.
`This newly revised edition consists of fourteen chapters divided into
`seven parts. Each of the seven parts provides coverage of a primary
`area commonly treated in introductory courses, as indicated below.
`
`Part (cid:9)
`
`Area Covered (cid:9)
`
`No. of Chapters
`
`I (cid:9)
`II (cid:9)
`III (cid:9)
`IV (cid:9)
`V (cid:9)
`VI (cid:9)
`VII (cid:9)
`
`Introduction/overview (cid:9)
`Historical foundations (cid:9)
`Food and beverage (cid:9)
`Lodging (cid:9)
`Hospitality management (cid:9)
`Travel and tourism (cid:9)
`Future perspectives (cid:9)
`
`1
`2
`3
`3
`1
`3
`1
`
`The number of chapters has been reduced to fourteen to facilitate
`the use of the complete work in a one-semester course. The strong pos-
`itive features of the first edition have been retained and, in response to
`suggestions from users, several important features have been added
`throughout the book. These include excerpts from current periodicals
`designed to provide current industry-based illustrations and excerpts
`intended to show technological applications of significant points in the
`chapters. In addition, hospitality profiles, appearing only in the histor-
`ical chapters, will provide students with interesting sketches of some
`of the giants who have made dramatic and lasting contributions to our
`field.
`In addition to the new elements described above, this revised edi-
`tion offers several case studies at the end of each chapter. These cases,
`identified as Moments of Truth, provide opportunities for students to
`engage in some chapter-related critical thinking under the guidance of
`
`vii
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`

`
`viii (cid:9)
`
`Preface
`
`Overview
`
`their instructor and to discuss their varying views openly in the class-
`room setting Finally, the statistical information from the first edition
`has been updated to provide students and their instructors with the
`very latest available data.
`In developing and revising the text, we have attempted to make
`flexibility a key feature. For example, elimination of any one of the
`seven major parts will not make it difficult to use others. Thus, instruc-
`tors in programs that do not include foodservice courses can choose to
`ignore "Part III: Food and Beverage Perspectives." In programs with-
`out lodging courses, instructors may prefer to skip "Part IV: Lodging
`Perspectives." And in programs without travel and tourism com-
`ponents, instructors can disregard "Part VI: Travel and Tourism
`Perspectives."
`Although instructors in many programs will choose to include the
`parts of the text that introduce the principal areas covered in their cur-
`ricula, some may prefer to take a contrary approach: to assign the parts
`that are not linked to the specifics of their programs. Instructors in pro-
`grams that do not offer courses in food and beverage management, for
`example, may choose to assign the relevant chapters in this text to pro-
`vide their students with some introduction to this important area.
`In addition, because the number of end-of-chapter questions is
`more than most will be inclined to assign, instructors will be able to
`make selective use of these for written response or for in-class discus-
`sion. Answers for all end-of-chapter questions can be found in the
`Instructor's Guide, which also includes a number of other materials
`designed to assist those adopting the work. The Instructor's Guide is
`available on request from the publisher: Van Nostrand Reinhold, 115
`Fifth Avenue, New York, NY 10003.
`
`The following is an overview of the text.
`Part I gives a profile of the hospitality industry and is intended to
`provide a sense of its scope. At the same time, it introduces the three
`principal areas addressed in college majors—foodservice, lodging, and
`travel and tourism—and two key concepts—moments of truth and
`cycles of service. Finally, it addresses some issues of particular concern
`to students: career opportunities, education, and the experience
`required to pursue those opportunities; and both the advantages and
`disadvantages of working in these fields.
`
`

`
`Preface (cid:9)
`
`ix
`
`Part II traces the history and development of travel and hospitality
`in the Western world. Chapter 2, the first of the two chapters in this
`part, sketches the growth of travel and hospitality from earliest times
`through the Greek and Roman empires, the Middle Ages, and the
`period up to the Industrial Revolution in England and in the United
`States from colonial times through the nineteenth century. Chapter 3 is
`concerned with twentieth-century developments in transportation and
`hospitality services principally in the United States.
`Part III offers a broad introduction to food and beverage. Chapter 4,
`the first of three chapters, identifies the size and scope of the indus-
`try, describes many characteristic types of food and beverage opera-
`tion, and explains a system for classifying establishments in the food-
`service industry. Chapter 5 deals with food and beverage facilities
`and defines the terms product line and service product. Chapter 6
`describes food and beverage operations from purchasing through
`service.
`Part IV provides a broad introduction to lodging. Chapter 7, the
`first of three chapters, identifies the size and scope of the industry,
`describes many characteristic types of lodging establishment opera-
`tions, and discusses various ways of classifying and rating lodging
`establishments. Chapter 8 deals with lodging facilities and shows how
`the terms product line and service product relate to the lodging indus-
`try. Chapter 9 describes the basic operations that all lodging establish-
`ments require and identifies a number of services found in various
`lodging operations.
`Part V provides an introduction to operations management in the
`hospitality industry. Using examples taken from the world of foodser-
`vice and lodging, the chapter introduces operations management in
`the following key areas: management, marketing, human resources,
`accounting, and computers.
`Part VI introduces travel and tourism. Chapter 11 discusses vari-
`ous travel motivators, describes the role of governments in travel and
`tourism, and identifies the size and scope of the industry as well as its
`several components. Chapter 12 focuses on the people and businesses
`that sell travel, defines the term package, and describes various types of
`travel packages. Chapter 13 defines the terms recreation and entertain-
`ment and describes various recreation, entertainment, and other
`tourism attractions on which the travel industry depends.
`Part VII consists of a single chapter, devoted to a number of signifi-
`cant issues that are likely to be of increasing concern to managers in
`the hospitality and tourism industries in the years ahead.
`
`

`
`x (cid:9)
`
`Preface
`
`Acknowledgments
`
`In developing this text, we were fortunate to have the cooperation and
`assistance of the people whose names and affiliations are here
`recorded. Some of these individuals may feel their contributions were
`minor. We strongly disagree: even brief comments and the most casual
`of conversations can suggest ideas and change views, and thus have
`profound impact on a work in progress; With that in mind, we sin-
`cerely and publicly acknowledge and thank the following for their
`assistance: Patricia S. Bartholomew, Frank C. Constantino, Allen M.
`Freedman, Stephen K. Holzinger, Fedele J. Panzarino, and Carol Soloff
`of the Hospitality Management Department, New York City Technical
`College, The City University of New York; William Peterson and Fred
`Walter of the Division of Hospitality Management, and Julie Rain,
`Administrative Assistant in the division, as well as Richard Pantano,
`Library Director, and Edward Daniels, Research Librarian, all of New
`Hampshire College; Francis M. Domoy, Richard F. Marecki, Warren
`Sackler, and Carol B. Whitlock of the School of Food, Hotel, and Travel
`Management, Rochester Institute of Technology; Robert A. Heath and
`Edward F. McIntyre of the Birmingham (United Kingdom) College of
`Food, Tourism, and Creative Studies; Kevin Bedard, General Manager
`of Canopy's Training Restaurant, Rochester, New York, operated by the
`Educational Opportunity Center, State University of New York,
`Brockport; Andrew R. Schwarz of the Hospitality Division of Sullivan
`County Community College; David C. Dorf of Dave Dorf Associates;
`Marianne Gajewski and Lisa Gates of the Educational Foundation of
`the National Restaurant Association; Allan Sherwin of the Lundeberg
`Seamanship School; Kathryn K. Griffin of The Big Twinkie; James
`Bardi, Director, Hospitality Management Program, Pennsylvania State
`University, Berks Campus; Gus Katsigris, Director, Food and
`Hospitality Services Institute, El Centro College. We would also like to
`thank all the reviewers whose expert guidance helped shape this sec-
`ond edition: Frank J. Ambrozic, City College of San Francisco; Richard
`J. Doyon, Quincy College; Fred R. Hawk, Chaparral College; Richard
`M. Lagiewski, State University of New York, Plattsburgh; Fred
`Laughlin, Northwestern Michigan College; Christine D. Letchinger,
`Kendall College; Chris Mottern, College of Southern Idaho; Michael R.
`Pepper, Transylvania University; Mokie Steiskal, Columbus State
`Community College.
`Through the many months required to produce this work, the
`extraordinary professional staff of Van Nostrand Reinhold has been
`
`

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`Preface (cid:9)
`
`xi
`
`most patient, helpful, and supportive. In particular, Mimi Melek,
`Melissa Rosati, Amy Beth Shipper, and Michelle Agosta all deserve a
`public salute for their special efforts on our behalf. So do Maxine
`Effenson Chuck, our developmental editor, and Elyse Rieder, who did
`an exceptional job of researching and collecting the photographs used
`in the book. Without their dedicated, professional help, this work
`would never have made it past the planning stage.
`Finally, we gratefully salute our wives, Barbara and Charlene, who
`soldiered on in so many ways for so many months. Their understand-
`ing as the work progressed was a blessing. Without their cooperation
`and support, the manuscript could never have been completed.
`If this text is successful—that is, if it is a useful addition to the
`growing number of professional texts available for students planning
`managerial careers in hospitality and tourism—much of the credit will
`be due to the people whose help we are delighted to have had this
`opportunity to acknowledge. If not, the responsibility is wholly that of
`the authors.
`
`Paul R. Dittmer
`Gerald G. Griffin
`April, 1996