Introduction to management in the hospitality industry:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York u.a.
Wiley
1995
|
| Ausgabe: | 5. ed. |
| Schriftenreihe: | Wiley service management series
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXI, 590 S. Ill., graph. Darst. |
| ISBN: | 0471530557 |
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| 245 | 1 | 0 | |a Introduction to management in the hospitality industry |c Tom Powers |
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| 264 | 1 | |a New York u.a. |b Wiley |c 1995 | |
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Datensatz im Suchindex
| _version_ | 1804126085177147392 |
|---|---|
| adam_text | CONTENTS
PART 1 PERSPECTIVES ON CAREERS IN HOSPITALITY
CHAPTER 1 THE HOSPITALITY INDUSTRY AND YOU 3
What Is Hospitality Management? 4
The Manager s Role in the Hospitality Industry 4
Why Study in a Hospitality Management Program? 6
Planning a Career 9
Why Do We Work? 9
Employment as an Important Part of Your Education 11
Profiting from Work Experience 11
Getting a Job 14
Employment at Graduation 17
Goals and Objectives: The Strategy of Job Placement 17
The Outlook for Hospitality 19
Polarization in Hospitality Service Organizations 19
Summary 22
Key Words and Concepts 23
Review Questions 23
Notes 23
PART 2 FOOD SERVICE
CHAPTER 2 THE RESTAURANT BUSINESS 27
The Varied Field of Food Service 28
The Internationalization of North American Food Service 30
The Restaurant Business 31
xi
Xii CONTENTS
The Dining Market and the Eating Market 31
Dining Well 31
Fine Dining Restaurants 33
Casual Upscale Dining 34
Eating Market Dynamics 37
Contemporary Popular Priced Restaurants 41
Quick Service Restaurants (QSRs) 44
Fast Food—The Classics 44
Midscale Restaurants 50
Family Restaurants: A Step Up 51
Budget Steak Houses 53
Pizza Restaurants 53
Restaurants as a Part of a Larger Business 54
Restaurants in Retail Stores 54
Restaurants in Shopping Malls 54
Restaurants at Truck Stops 56
Key Words and Concepts 56
Review Questions 56
Notes 57
CHAPTER 3 RESTAURANT OPERATIONS 61
Restaurant Operations 62
The Front of the House 62
The Back of the House 66
The Office 69
General Management 71
Making a Profit in Food Service Operations 75
Increasing Sales 75
Reducing Costs 76
Keeping the Score in Operations: Accounting Statements and
Operating Ratios 77
Cost of Sales 77
Controllable Expenses 77
Summary 80
Key Words and Concepts 80
Review Questions 80
Notes 81
CHAPTER 4 RESTAURANT INDUSTRY ORGANIZATION:
CHAIN, INDEPENDENT, OR FRANCHISE 83
Chain Restaurant Systems 84
Operating Advantages of the Independent 90
Franchised Restaurants 94
The New Franchisee 96
Continuing Franchise Services 97
CONTENTS XiH
Drawbacks for the Franchisee 101
The Franchisor s View 102
Franchising Disadvantages to Franchisors 102
Franchising: A Middle Way 103
Summary 103
Key Words and Concepts 103
Review Questions 104
Notes 104
CHAPTERS FORCES SHAPING FOOD SERVICE 107
Demand 108
The Changing Age Composition of Our Population 108
Other Demographic Factors 117
Supply 120
Labor 120
Workforce Diversity 121
Competition within Hospitality 123
Product 124
Competition with Other Industries 131
Summary 135
Key Words and Concepts 136
Review Questions 137
Notes 137
CHAPTER 6 ISSUES FACING FOOD SERVICE 143
Consumer Concerns 144
Nutrition 144
Industry Response 146
Consumerism 147
Junk Food and a Hectic Pace 147
Nutritional Labeling 149
Convenience Foods and Consumerism 150
Sanitation 151
Alcohol and Dining 152
Food Service and the Environment 153
Thinking about Garbage: From Dump to Waste Stream 154
Managing the Waste Stream 155
Technology 162
Enhancing Customer Service 163
Technology in the Back of the House 165
Technology and Management 167
Summary 169
Key Words and Concepts 169
Review Questions 170
Notes 170
Xiv CONTENTS
CHAPTER 7 INSTITUTIONS AND INSTITUTIONAL FOOD SERVICE 175
Comparing Institutional and Commercial Food Services 176
Contract Companies and Institutional Operations 178
Business and Industry Food Service 178
College and University Food Service 181
Health Care Food Service 183
School and Community Food Service 188
Service Programs for the Aging 191
Other Institutional Food Service Segments 196
Vending 197
Who Operates an Institution s Food Service? 199
Responsibility for Institutional Operations 200
Summary 201
Key Words and Concepts 202
Review Questions 202
Notes 203
PART 3 LODGING
CHAPTER 8 LODGING: MEETING GUEST NEEDS 207
The Evolution of Lodging 208
The Motel 208
The Motor Hotel 209
The Downtown Hotel 210
Serving the Guest 210
Business Travel 212
Leisure and Personal Travel 215
The International Traveler 217
Types of Lodging 217
Full Service 218
Economy Properties 218
The Resort Hotel 227
The Meeting and Convention Market 231
Other Specialized Segments 232
Lodging as a Community Institution 235
Summary 237
Key Words and Concepts 238
Review Questions 238
Notes 239
CHAPTER 9 HOTEL AND MOTEL OPERATIONS 243
Major Functional Departments 244
The Rooms Side of the House 246
The Front Office 246
CONTENTS XV
Security 254
Telephone 255
Housekeeping 255
The Bell Staff 256
Food and Beverage Department 257
Staff and Support Departments 263
Income and Expense Patterns and Control 265
The Uniform System of Accounts 265
Key Operating Ratios and Terms 268
Capital Structure 268
Entry Ports and Careers 269
Front Office 269
Accounting 270
Sales and Marketing 270
Food and Beverage 271
Owning Your Own Hotel 271
Summary 272
Key Words and Concepts 273
Review Questions 273
Notes 274
CHAPTER 10 FORCES SHAPING THE HOTEL BUSINESS 277
The Economics of the Hotel Business 277
A Cyclical Business 278
A Capital intensive Business 281
A Competitive Business 282
A Growth Business? 282
Dimensions of the Hotel Investment Decision 284
Financial 284
Real Estate 286
Management Companies 292
Summary 294
Key Words and Concepts 294
Review Questions 295
Notes 295
CHAPTER 11 COMPETITION IN LODGING 299
Competition in Lodging 300
Competitive Tactics: Services and Facilities 301
Food Service 302
Other Services and Amenities 307
Assessing Services and Amenities 308
Pricing 310
XVi CONTENTS
Brand Competition: Franchise Systems 311
A National Identity and Brand Name 312
Reservation Systems 312
Inspection Systems: Quality Assurance 314
Cost of a Hotel Franchise 314
Changes in the Franchise Relationship 314
National Identity 315
Reservation Systems 316
Quality Maintenance 317
Cost of a Hotel Franchise 319
Franchising in the Future 320
Summary 320
Key Words and Concepts 321
Review Questions 321
Notes 321
PART 4 TRAVEL, TOURISM, AND
THE HOSPITALITY INDUSTRY
CHAPTER 12 TOURISM: FRONT AND CENTER 327
Travel and Tourism 328
Growing Leisure 328
Income Trends 329
Demographics 331
Travel Trends 331
Mode of Travel 331
Trip Duration 332
Price Sensitivity 334
The Economic Significance of Tourism 334
Tourism and Employment 337
Publicity as an Economic Benefit 337
The United States as an International Tourist Attraction 338
Measuring the Volume 339
Reasons for Growth of United States as a Destination 342
Businesses Serving the Traveler 344
Passenger Transportation 344
Channels of Distribution 347
Travel Agents 347
Reservations Networks 348
Noneconomic Effects of Tourism 349
Crowding 350
Favorable Noneconomic Effects 351
Summary 352
CONTENTS XVH
Key Words and Concepts 353
Review Questions 353
Notes 353
CHAPTER 13 DESTINATIONS: TOURISM GENERATORS 357
Motives and Destinations 358
Mass Market Tourism 360
Planned Play Environments 362
Man Made Environments 362
Theme Parks 362
Regional Theme Parks 368
Casinos and Gaming 370
Urban Entertainment Centers 381
Temporary Attractions: Fairs and Festivals 385
Natural Environments 386
Summary 388
Key Words and Concepts 389
Review Questions 389
Notes 389
PART 5 MANAGEMENT IN THE
HOSPITALITY INDUSTRY
CHAPTER 14 MANAGEMENT: A NEW WAY OF THINKING 395
Management and Supervision 396
The Economizing Society 397
Management: A New View of Problems 398
The Managerial Revolution 399
Taylor: The Work Process Focus 399
Fayol: Administrative Management 401
Human Relations: Work as a Social Process 402
The Agenda for Managers 403
Management: A Dynamic Force in a Changing Industry 403
Statler: The First National Hospitality System 403
Stouffer s Modern Management Techniques 404
The Building of Complex Hospitality Systems 405
What Is Management? 409
What Is Our Business? 411
In Business for Yourself ? 414
Summary 415
Key Words and Concepts 415
Review Questions 416
Notes 416
xviii contents
CHAPTER 15 PLANNING IN HOSPITALITY MANAGEMENT 419
Why Study Planning? 420
Planning in Organizations 421
Some Planning Concepts 423
Goal Setting: Management by Objective 425
Characteristics of Well Thought Out Goals 427
Goal Congruence 428
Goals and Policies 429
Planning in Operations 429
Strategic Issues 429
From Strategy to Tactics 431
Long Range Planning Tools 432
Return on Capital 432
Cost Benefit Analysis 433
The Individual Worker as Planner 434
Planning as a Personal Process 435
Summary 436
Key Words and Concepts 436
Review Questions 437
Notes 437
CHAPTER 16 ORGANIZING IN HOSPITALITY MANAGEMENT 439
Authority: The Cement of Organizations 440
The Bases of Authority 440
Authority and Responsibility 443
Authority: A Summary 443
Departmentalization 443
The Delegation of Authority 443
Span of Control 444
Bases for Departmentalization 446
Line and Staff 448
Line Management 448
Staff Assistance 448
Issues in Organizing 450
Functional Staff Authority 450
Increasing the Span of Control: Empowering Managers 452
Committees 453
Bureaucracy 454
Ad Hocracy 455
Summary 458
Key Words and Concepts 458
Review Questions 458
Notes 459
CONTENTS XJX
CHAPTER 17 STAFFING: HUMAN RESOURCE MANAGEMENT
IN HOSPITALITY MANAGEMENT 461
Fitting People to Jobs 463
Job and Person Specifications 464
Recruiting 467
Internal Sources 467
External Sources 468
Segmenting the Employee Market 469
Selection and Employment 469
Selection 469
Orientation 474
Training 475
Management Training 475
On the Job Training 477
Everybody Gets Trained 478
Retaining Employees 478
Staff Planning 479
Job and Work Needs 479
Part Time Employees 482
Computerized Scheduling 482
Summary 483
Key Words and Concepts 483
Review Questions 484
Notes 484
CHAPTER 18 CONTROL IN HOSPITALITY MANAGEMENT 487
Control and the Cybernetic Loop 489
Control through Management Action 491
Characteristics of Control Systems 493
Tools for Control 494
Financial Accounting 494
Managerial Accounting 496
Decision Accounting 499
Summary 500
Key Words and Concepts 500
Review Questions 500
CHAPTER 19 LEADERSHIP AND DIRECTING IN
HOSPITALITY MANAGEMENT 503
The Conclusions of Social Science Research 504
Relationship to Other Management Functions 504
Why People Follow 505
Necessity as Work Motivation 505
Advantage as Work Motivation 506
XX CONTENTS
Personal Satisfaction as Work Motivation 506
Independence as Work Motivation 506
Encouragement, Praise, and Recognition as Work Motivation 507
Money as Work Motivation 507
Company Policy as Work Motivation 508
Does Happiness Lead to Productivity? 509
Leadership Theories 509
Three Important Elements of Modern Leadership 510
Participation 513
Communication 514
Barriers to Communication 514
Gateways to Communication 516
Elements of Leading and Directing 516
Leadership and Change 517
Developing Your Own Leadership Style 519
Summary 520
Key Words and Concepts 521
Review Questions 521
Notes 521
PART 6 SPECIAL TOPICS
CHAPTER 20 THE ROLE OF SERVICE IN THE
HOSPITALITY INDUSTRY 525
What Is Service? 527
Types of Service 529
Rendering Personal Service 530
Task 531
Interpersonal Skills 532
Managing the Service Transaction 533
The Product View of Service 534
The Process View: Empowerment 535
Production or Process View? 538
How Companies Organize for Service 539
Service Strategy 539
Service Culture 541
The Employee as Product: The Importance of People 544
Service as a Sustainable Competitive Advantage 547
Summary 548
Key Words and Concepts 548
Review Questions 549
Notes 549
CONTENTS XXi
CHAPTER 21 VIEWS OF THE FUTURE 553
The Demand for Hospitality Services 555
Consumer Demographics 555
Education s Impact on Hospitality Demand 557
Supply Conditions 558
Food 558
Labor 559
The Environment 561
The Competitive Environment 561
The Physical Environment 563
Global Concerns 564
The Technological Environment 566
The Built Environment 568
Threats 570
The Future and You 571
The Hospitality Industry 571
Retained Earnings 572
Strategies and Goals 572
Key Words and Concepts 573
Review Questions 573
Notes 574
INDEX 575
|
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| spelling | Powers, Thomas F. Verfasser aut Introduction to management in the hospitality industry Tom Powers 5. ed. New York u.a. Wiley 1995 XXI, 590 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Wiley service management series Gastvrijheid gtt Horeca gtt Management gtt Hospitality industry Management Management (DE-588)4037278-9 gnd rswk-swf Gastgewerbe (DE-588)4259231-8 gnd rswk-swf Hotelgewerbe (DE-588)4072636-8 gnd rswk-swf Gastgewerbe (DE-588)4259231-8 s Management (DE-588)4037278-9 s DE-604 Hotelgewerbe (DE-588)4072636-8 s 1\p DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007783546&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Powers, Thomas F. Introduction to management in the hospitality industry Gastvrijheid gtt Horeca gtt Management gtt Hospitality industry Management Management (DE-588)4037278-9 gnd Gastgewerbe (DE-588)4259231-8 gnd Hotelgewerbe (DE-588)4072636-8 gnd |
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| title | Introduction to 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 |
| title_fullStr | Introduction to management in the hospitality industry Tom Powers |
| title_full_unstemmed | Introduction to management in the hospitality industry Tom Powers |
| title_short | Introduction to management in the hospitality industry |
| title_sort | introduction to management in the hospitality industry |
| topic | Gastvrijheid gtt Horeca gtt Management gtt Hospitality industry Management Management (DE-588)4037278-9 gnd Gastgewerbe (DE-588)4259231-8 gnd Hotelgewerbe (DE-588)4072636-8 gnd |
| topic_facet | Gastvrijheid Horeca Management Hospitality industry Management Gastgewerbe Hotelgewerbe |
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