Introduction to

Hospitality
EIGHTH EDITION
GLOBAL EDITION

JOHN R. WALKER
McKibbon Professor of Hotel and Restaurant Management,
University of South Florida, Sarasota–Manatee and Fulbright Senior Specialist
BRIEF CONTENTS

Part I Introducing Hospitality and Lodging 29

Chapter 1 Introducing Hospitality 29
Chapter 2 The Hotel Business 53
Chapter 3 Rooms Division 83
Chapter 4 Hotel Food and Beverage 112

Part II Beverages, Restaurants, and Managed Services 133

Chapter 5 Beverages 133
Chapter 6 The Restaurant Business 161
Chapter 7 Restaurant Management 181
Chapter 8 Managed Services 207

Part III Tourism, Recreation, Attractions, Clubs, and Gaming 227

Chapter 9 Tourism 227
Chapter 10 Recreation, Attractions, and Clubs 253
Chapter 11 Gaming Entertainment 286

Part IV Assemblies, Events, Attractions, Leadership,

and Management 302
Chapter 12 Meetings, Conventions, and Expositions 302
Chapter 13 Special Events 321
Chapter 14 Leadership and Management 337

Part V Managerial Areas of the Hospitality Industry 351

Chapter 15 Planning 351
Chapter 16 Organizing 367
Brief Contents

Chapter 17 Communication and Decision Making 381

Chapter 18 Control 398

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C ONTENTS

To the Student 14 Is the Hospitality Industry for You? 47

Preface 21 Self-Assessment and Personal Philosophy 47
Acknowledgments 25 Now Is the Time to Get Involved 47
Professional Organizations 47
Global Edition Acknowledgments 26
Current Issues in Hospitality and Tourism 48
About the Author 27
Career Information 49
Part I Introducing Hospitality Case Study 51
Key Words and Concepts 51
and Lodging 29
Chapter 1 Review Questions 51
Apply Your Knowledge 51
Suggested Activities 51
Endnotes 52

Chapter 1
INTRODUCING HOSPITALITY 29
Prelude 30
Hospitality through the Ages 30
Ancient Times 30
Greece and Rome 30
Chapter 2
Medieval Times 31 THE HOTEL BUSINESS 53
Coffeehouses 31 Hotel Development and Ownership 55
The New World 31 Franchising 55
The French Revolution 32 Is There a Franchise in Your Future? 57
The Nineteenth Century 32 Referral Associations 58
The Twentieth Century 33 Management Contracts 58
The Twenty-First Century 34 Real Estate Investment Trust 59
The Modern Hospitality Industry 34 Hotel Development 59
Welcome to You, the Future Hospitality Industry Leaders! 34 Rating and Classification of Hotels 66
The Interrelated Nature of Hospitality and Tourism 36 The Lodging Industry 66
Characteristics of the Hospitality Industry 38 Hotel Affiliations 66
Hospitality Industry Philosophy 39 Hotel Classification by Rating System: AAA and
Success in Service 40 Forbes 66
The Focus on Service 41 City Center and Suburban Hotels 69
Contents

Determining Your Career Path 45 Resort Hotels 70

Career Paths 46 Airport Hotels 71
Career Goals 46 Freeway and Interstate Hotels and Motels 71

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 Casino Hotels 71 Communications CBX or PBX 92
Conference and Convention Hotels 71 Guest Services /Uniformed Services 92
Full-Service Hotels 72 Concierge 94
Economy/Budget Hotels 72 Housekeeping 94
Extended-Stay Hotels and All-Suites Extended-Stay Laundry 98
Hotels 72 Spas 98
Condotels, Timeshare, and Mixed-Use Hotels 73 Guest Comfort and Convenience 99
Bed and Breakfast Inns 73 Security/Loss Prevention 99
Timeshare, Vacation Ownership, and Fractional Hotel Information Technology 100
Ownership 74 Current Issues in Hotel and Rooms Division
Travel the World through Exchange Vacations 75 Operations 102
Best, Biggest, and Most Unusual Hotels and Career Information 103
Chains 78 Revenue Management 104
The Best Hotel Chains 78 Yield Management 105
The Most Unusual Hotels 78 RevPAR 105
Career Information 79 The Value of the STR STAR Program 105
Current Issues in Hotel Development and Energy Management Systems 106
Management 80 Call Accounting Systems 106
Case Study 81 Case Study 110
Key Words and Concepts 82 Key Words and Concepts 110
Chapter 2 Review Questions 82 Chapter 3 Review Questions 110
Apply Your Knowledge 82 Apply Your Knowledge 110
Suggested Activities 82 Suggested Activities 111
Endnotes 82 Endnotes 111

Chapter 3 Chapter 4
ROOMS DIVISION 83 HOTEL FOOD AND BEVERAGE 112
Management Structure 84 Food and Beverage Management 113
The Hotel General Manager 84 The Food and Beverage Director 113
The Executive Committee 85 Typical Day in the Life of a Food and Beverage
Rooms Division 86 Director 114
Rooms Division Director 86 Kitchen 116
Front Office 87 Calculating Food and Beverage Ratios 117
Reservations 90 The Brigade 117
Contents

Guest Reservation Systems 91 Food and Beverage Departments 118

Billing Guests 91 Restaurants 118
Night Auditor 91 Beverage Operations 119

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 Stewarding 120 Nonalcoholic Beverages 147
Banquets and Catering 121 Nonalcoholic Beer and Wine 147
Catering Event Order 123 Coffee 147
Room Service/In-Room Dining 126 Tea 148
Point-of-Sale Systems 127 Carbonated Soft Drinks and Energy Drinks 148
Current Issues in Lodging Food and Beverage Juices 149
Operations 130 Bottled Water 149
Careers in Hotel Food and Beverage 130 Bars and Beverage Operations 151
Case Study 131 Bar Setup 151
Key Words and Concepts 131 Inventory Control 151
Using Technology to Control Beverage Costs 152
Chapter 4 Review Questions 132
Personnel Procedures 152
Apply Your Knowledge 132
Restaurant and Hotel Bars 153
Suggested Activities 132 Nightclubs 153
Brewpubs and Microbreweries 154
Sports Bars 154
Part II Beverages, Restaurants, and Liquor Liability and the Law 155
Managed Services 133 Coffee Shops 155
Current Issues in Beverage Management 157
Case Study 159
Key Words and Concepts 159
Chapter 5 Review Questions 159
Apply Your Knowledge 159
Suggested Activities 160
Endnotes 160

Chapter 5
BEVERAGES 133
Wine 134
Light Beverage Wines 134
Sparkling Wines 134
Fortified Wines 135
Aromatic Wines 135
The History of Wine 135
Matching Wine with Food 136
Major Wine-Growing Regions 137
How to Read a Wine Label 139
Chapter 6
On Sustainability 139 THE RESTAURANT BUSINESS 161
Beer 141 The Restaurant Business 162
The Brewing Process 141 Classical Cuisine 162
Organic and Craft Beers, Microbreweries, Food Trends and Practices 163
and Brewpubs 142 Culinary Practices 163
Spirits 144 The Menu 166
Whiskies 144 Types of Menus 166
Contents

White Spirits 145 Needs and Desires of Guests 166

Other Spirits 146 Capabilities of Cooks 166
Cocktails 146 Consistency and Availability of Menu Ingredients 166

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 Price and Pricing Strategy 167 Restaurant Management Financials 192
Menu Engineering 167 Budgeted Costs in a Restaurant 192
Menu Design and Layout 167 Purchasing 192
Classifications of Restaurants 168 Receiving 193
Franchises 169 Storing/Issuing 193
Chain Restaurants 169 Budgeting 193
Independent Restaurants 170 Restaurant Accounting 194
Fine Dining 170 Lease and Controllable Expenses 196
Celebrity-Owned Restaurants 170 Restaurant Manager Job Analysis 197
Steak Houses 171 Current Issues in Restaurant Operations 203
Casual Dining and Dinner-House Restaurants 171 Case Study 204
Family Restaurants 171 Key Words and Concepts 205
Ethnic Restaurants 172
Chapter 7 Review Questions 205
Theme Restaurants 172
Apply Your Knowledge 205
Quick-Service/Fast-Food Restaurants 172
Suggested Activities 205
Current Issues in the Restaurant Business 177
Endnotes 206
Case Study 179
Key Words and Concepts 179
Chapter 6 Review Questions 179
Apply Your Knowledge 179
Suggested Activities 179
Endnotes 180

Chapter 8
MANAGED SERVICES 207
Introduction to Managed Services 208
Managed Services Other Than Food 208
Airlines and Airports 209
In-Flight and Airport Foodservice 209
Military 210
Chapter 7 Schools 211
Elementary and Secondary Schools 211
RESTAURANT MANAGEMENT 181 Colleges and Universities 212
Front of the House 182 Current Issues in Managed Services 218
Host/Hostess 182
Health Care Facilities 219
Restaurant Forecasting 183
Business and Industry (B&I) 221
Service 183
Suggestive Selling 184 Leisure and Recreation 222
Front-of-the-House Restaurant Systems 184 Stadium Points of Service 222
Other Facilities 222
Back-of-the-House Operations 187
Advantages and Disadvantages 223
Food Production 187
Kitchen/Food Production 188 Case Study 225
Contents

Management Involvement and Follow-Up 190 Key Words and Concepts 225
Employee Recognition 190 Chapter 8 Review Questions 225
Back-of-the-House Restaurant Systems 190 Apply Your Knowledge 225

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Suggested Activity 226 Social and Cultural Impact of Tourism 244
Endnotes 226 Ecotourism 245
Other Types of Tourism 245
Current Issues in Travel and Tourism 249
Part III Tourism, Recreation, Case Study 250
Attractions, Clubs, and Gaming 227 Key Words and Concepts 251
Chapter 9 Review Questions 251
Apply Your Knowledge 251
Suggested Activities 251
Endnotes 251

Chapter 10
Chapter 9 RECREATION, ATTRACTIONS,
TOURISM 227 AND CLUBS 253
The Impact of Transportation on Recreation, Leisure, and Wellness 254
Tourism 229 Spas 254
Pre-Industrial Revolution 229 Managing Attractions 255
Traveling by Train 229 Theme Parks 256
Traveling by Automobile 230 Size and Scope of the Theme Park Industry 256
Traveling by Automobile and Bus 231 Disney World and Disneyland 257
Travel by Air 231 Universal Studios 258
Travel by Cruise Ship 233 SeaWorld Parks and Entertainment 259
Tourism in the Twenty-First Century 236 Hershey’s 260
Benefits and Prospects of Tourism 236 Regional Theme Parks 260
Business Travel 237 Career Information Attractions 263
Long-Term Prospects: Tourism Towards 2030 237 Attractions 264
Use of the Internet for Travel 238 Zoos 264
The Economic Impact of Tourism 238 Aquariums 264
The Multiplier Effect 239 Historic Places and Sites 264
Promoters of Tourism 240 Museums 266
State Offices of Tourism 240 Performing Arts 266
City-Level Offices of Tourism and Convention and Destinations 266
Visitors Centers 240 Clubs 269
National Offices of Tourism 240 Size and Scope of the Club Industry 269
Tour Operators 241 Club Management 269
Contents

Travel Agencies 241 Club Management Structure 270

Tour Wholesalers and Consolidators 241 Types of Clubs 271
Destination Management Companies 242 Use of Technology in Clubs 273

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 Career Information 276 Current Issues in the Gaming Entertainment
Government-Sponsored Recreation 277 Industry 300
National Parks in the United States 277 Case Study 301
National Park Management 278 Key Words and Concepts 301
Public Recreation and Parks Agencies 279 Chapter 11 Review Questions 301
Noncommercial Recreation 279 Apply Your Knowledge 301
Voluntary Organizations 279 Suggested Activities 301
Campus, Armed Forces, and Employee Recreation 280
Endnotes 301
Recreation for People Who Have Special Needs 280
Current Issues in Recreation, Wellness,
and Leisure 282 Part IV Assemblies, Events,
Case Study 283
Attractions, Leadership,
Key Words and Concepts 284
Chapter 10 Review Questions 284
and Management 302
Apply Your Knowledge 284
Suggested Activities 284
Endnotes 284

Chapter 12
MEETINGS, CONVENTIONS, AND
EXPOSITIONS 302
The Meetings, Conventions, and Expositions
Chapter 11 Industry 303
Size and Scope of the Industry 303
GAMING ENTERTAINMENT 286 Key Players in the Industry 303
Gaming Entertainment 287 Types of Meetings, Conventions, and
Historical Review of Gaming Entertainment 288 Expositions 306
Evolution of Gambling and Casinos 289 Meetings 306
Native American Gaming 289 Association Meetings 307
The Casino Resort: A Hospitality Buffet 291 Conventions and Expositions 307
What Is Gambling? 291 Other Types of Meetings 307
Comps: A Usual Part of an Unusual Business 292 Incentive Meetings 308
Types of Casino Operations 293 Meeting Planning 309
Components of Casino Resorts 293 Needs Analysis 309
Technology Use in the Casino Industry 293 Budget 310
Working in a Casino Resort 296 Request for Proposal and Site Inspection and
Hotel Operations 297 Selection 310
Food and Beverage Operations 297 Negotiation with the Convention Center or Hotel 310
Casino Operations 297 Contracts 310
Retail Operations 297 Organizing and Preconference Meetings 311
Contents

Entertainment Operations 297 Mobile Meeting Technology 311

The Mirage Effect 298 Conference Event Order 311
Career Information 298 Post-Event Meeting 311

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Venues for Meetings, Conventions, and Project Management 331
Expositions 315 Enthusiasm 331
City Centers 315 Special Event Organizations 331
Convention Centers 315 International Festivals and Events Association 331
Conference Centers 316 Meeting Professionals International 332
Hotels and Resorts 316 Hospitality Sales and Marketing Association
Cruise Ships 316 International 332
Colleges and Universities 316 Local Convention and Visitors Bureaus 332
Career Information 318 Career Information 334
Current Issues in Meetings, Conventions, and Current Issues in Special Events Management 334
Expositions 318 Case Study 335
Case Study 319 Key Words and Concepts 336
Key Words and Concepts 320 Chapter 13 Review Questions 336
Chapter 12 Review Questions 320 Apply Your Knowledge 336
Apply Your Knowledge 320 Suggested Activities 336
Suggested Activities 320 Endnotes 336
Endnotes 320

Chapter 13
SPECIAL EVENTS 321
Special Events 322
What Event Planners Do 322 Chapter 14
Event Management 323 LEADERSHIP AND MANAGEMENT 337
The Event-Planning Process 323
Leadership 338
Challenges and Tools 325
Characteristics and Practices of Leaders 338
Future Ready Event Planning 325
Definitions of Leadership 338
Classifications of Special Events 327
Examples of Excellence in Leadership 339
Corporate Events 327
Demands Placed on Leaders 339
Association Events 327
Charity Balls and Fundraising Events 328 Hospitality Management 342
Social Events 328 The Function of Management 343
Fairs and Festivals 328 Managerial Skills 343
Concerts and Sporting Events 328 The Manager’s Changing Role 344
Mega Sporting Events 329 Distinction between Leadership and Management 344
Traits and Skills of a Successful Event Ethics 347
Contents

Manager 330 Ethical Dilemmas in Hospitality 348

Leadership 330 Current Issues in Leadership 349
Communication 330 Case Study 349

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 Key Words and Concepts 350
Chapter 14 Review Questions 350
Apply Your Knowledge 350
Suggested Activities 350
Endnotes 350

Part V Managerial Areas of the

Hospitality Industry 351

Chapter 16
ORGANIZING 367
What Is Organizing? 368
The Purpose of Organizing 368
Defining Organizational Structure 368
Authority and Responsibility 370
Organizational Design Decisions 373
Coordination of Activities 373
Contingency Planning 373
Chapter 15 Contemporary Organizational Designs 374
PLANNING 351 Teams and Employee Involvement 376
Group Dynamics 376
What Is Planning? 352
How Companies Use Teams at Work 376
The Purpose of Planning 352
How to Build Productive Teams 377
Strategic Planning and Strategic Job Rotation 377
Management 354 Job Enlargement and Job Enrichment 377
Strategic Planning/Management Process 354
Current Issues in Organizational Management 378
Corporate-Level Strategies 355
Strengths, Weaknesses, Opportunities, and Threats Case Study 379
Analysis 355 Key Words and Concepts 380
Environmental Scanning and Forecasting 356 Chapter 16 Review Questions 380
Operational Planning 357 Apply Your Knowledge 380
How Do Managers Plan? 357 Suggested Activity 380
Operational Goal Setting 358 Endnotes 380
Operational Objectives 358
Management Concepts and Approaches 359
Policies, Procedures, and Rules 359
Budgeting 360
Scheduling 361
Project Management 361
Current Issues in Planning 364
Case Study 365
Key Words and Concepts 365
Chapter 15 Review Questions 366
Apply Your Knowledge 366
Suggested Activities 366
Contents

Endnotes 366

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Chapter 17 Chapter 18
COMMUNICATION AND DECISION CONTROL 398
MAKING 381 Control 399
What Is Control? 399
Communication and the Interpersonal
Why Is Control Important? 399
Communication Process 382
The Control Process 400
The Interpersonal Communication Process 382
Qualities of an Effective Control System 402
Barriers to Effective Interpersonal Communication 383
Contingency Plans and Control 402
Overcoming Barriers to Effective Interpersonal
Adjusting Controls for Cultural Differences 402
Communication 384
Types of Control 404
Organizational Communication 385
Feedforward Control 404
Formal and Informal Communication 385
Concurrent Control 405
Communication Flows and Networks 385
Feedback Control 405
The Decision-Making Process 387
Corporate Control 406
Step 1: Identification and Definition of Problem 387
Food and Beverage Controls 406
Step 2: Identification of Decision Criteria 388
Operational Financial Controls 406
Step 3: Allocation of Weights to Criteria 388
Contemporary Issues in Control 409
Step 4: Development of Alternatives 388
Workplace Privacy 409
Step 5: Analysis of Alternatives 388
Employee Theft 409
Step 6: Selection of Alternative 388
Workplace Violence 409
Step 7: Implementation of Alternative 388
Step 8: Evaluation of Decision Effectiveness 388 Current Issues in Control 411
How Managers Make Decisions 390 Case Study 412
Making Decisions: Rationality, Bounded Rationality, Key Words and Concepts 412
and Intuition 391 Chapter 18 Review Questions 412
Conflict Resolution 391 Apply Your Knowledge 413
Types of Problems and Decisions 392 Suggested Activities 413
Decision-Making Conditions 392 Endnotes 413
Decision-Making Styles 393
Current Issues in Communication 395
Case Study 396 Glossary 414
Key Words and Concepts 396 Index 423
Chapter 17 Review Questions 396
Apply Your Knowledge 396
Suggested Activities 397
Endnotes 397
Contents

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