INDEX

Index

673

674

Index

costs, 119. See also Fixed

Casual upscale restaurants

charges

QSR, contrast, 72

markets, increase. See Public

theme, unification, 71–72

capital markets

Casual upscale segment, success,

structure, 332

72–73

usage. See Venture capital

Catering industry, employment

Capital intensive hotel business,

opportunities, 9

343

CCRCs. See Continuing-care

Captive market, 191

retirement communities

Career

CCTV. See Closed-circuit

opportunities, 23. See also

television

Overseas career

CDR. See Commission on Dietetic

opportunities

Registration

planning, 10–11

Cellular telephones, usage

CareerBuilder, web site, 586

(prevalence), 316–317

Carlson Wagonlit Travel, 435

Cemetery tours (New Orleans),

Carlzon, Jan, 640

492

Cascades, water-oriented interior

Cendant Hotel Group, Baymont

courtyard, 463

Inn/Suites (acquisition),

Cash control, 104

360

Cash deposits, preparation, 115

Central processing kitchen (CPK),

Cashier

209

duty, 105

Central Reservation Office (CRO),

report, 609f

402–403

preparation, 610

Centre, The (Saint Louis), 484

Casinos, 456

Certified dietary managers

business, 478–479

(CDMs), 206

gambling environment,

Certified Research Chef (CRC),

uniqueness, 465

111

gaming

Chain dominance, 80

data, 467f

Chain operation, concepts, 72

increase, 465

Chain restaurants

relationship, 464–480

advancement incentives, 142

hosts, importance, 479–480

advantage, 137–138

hotels/resorts, 278–279

brand recognition, 128–131

ad hocracy, 570–571

capital, access, 128, 132–133

markets, 478–479

control and information

division, 478

systems, administration,

operating profit, 478

128, 133

staffing, 479–480

human resources, development,

working, challenge, 480

128, 135

Casual dining, 66

marketing, strength, 128–131

guest satisfaction, frame of

market share, 135–136

reference, 103

increase, 135

Casual restaurants, 87–92

new product development, 128,

Casual tableservice operations, 82

134–135

Casual upscale dining, 71–73

possibilities, 143

guest satisfaction, frame of

purchasing economies, 128, 133

reference, 103

research and development

Index

675

departments, staffing

Cliques, formation, 633

semantic barriers, 634–635

ability, 134–135

Closed-circuit television (CCTV),

social background, impact, 635

site selection, expertise, 128,

319

Community Baboon Sanctuary, 486

131–132

Closing

Community-based services,

systems, 128–136

manager, arrival, 112

216–217

training programs,

procedures, 106

Community hotel promoters,

establishment, 135

responsibility, 109

520–521

Chain restaurants, staffing

routine, 115

Community nutrition programs,

requirements, 54t

ClubCorp, 222

growth, 520

Chain-scale construction timeline,

Club Managers Association of

Community relations strategies,

342f

America (CMAA), student

541–542

Change

chapter, 6

Companies

management, 34

CMBSs. See Commercial

culture, 664–665

relationship. See Leadership

mortgage-backed securities

leadership capacity, 641

Change managers, 641

Co-branding, 150

officials, statements/actions

Channels of distribution. See

Code of Hammurabi, 268

(divergence), 664–665

Distribution channels

College and university food

organization process. See Service

Chapel of Love, attraction, 485–486

service, 200–202

policy, work motivation,

Charting activities, usefulness,

College students, customers,

627–628

14–15

202–204

Compensation, NRA survey, 122

Check averages, operating

Colosseum (Rome),

Competition, 177–182. See also

statistic, 119

entertainment center, 481

Home

Check control, 104

Combos, 559

acceleration, 25–26

Check-out screen, 311f

Comedy Warehouse, 459

conditions, 378–381. See also

Cheesecake Factory, mall

Command

Lodging

targeting, 95

economic problems, 503

factors, 380–381

Chefs. See Executive chef

unity, principle, 561

increase, 55–56

salaries, competition, 323

Commercial cafeterias, 85–86

relationship. See Securitization

skill levels, variation, 108

Commercial food services,

Competitive advantage,

Chicago public school system,

comparison. See On-site

sustaining. See Service

food service program, 214

food service

Competitive factors. See Lodging

Chili’s, quick-service chain, 88

Commercial hotels, 274–275

Competitive strategies. See

China, cost reduction, 117f

Commercial mortgage-backed

Lodging; Restaurants

Choice Hotels International, 401f

securities (CMBSs), 355

Complimentary services (no-

Cirque de la Mer, 459

debt, assembly, 356

charge services // comps),

Cities

relationship. See Debt

478

aging sections,

investments

Composting, 248, 251

restoration/revitalization,

Commission on Dietetic

Comptroller, advisory staff

483–484

Registration (CDR), 205

positions, 563

themes, usage, 461–463

Committees. See Management by

CompuServe, usage, 174

waterfront redevelopment

committee

Computer industries, job loss, 197

projects, 483

role, 568–569

Computerized scheduling, 602

City ledger, 328

Common carrier, 420–421

Concept

Civic efforts, 483

Communication

adoption, 169–170

Cleanup work importance, 108

barriers, 634–636

change, 167–168

Clerk, technical aspects, 308

environment, impact,

extension, 168–169

Clients, guests (distinction), 192

635–636

development, 168–169

Clinical dietitians, 204–205

gateways, 636

officers, 559

employment, 205

importance, 634–636

origination, 516–517

676

Index

Convenience stores, 178–180

Conventional hotel restaurants,

387–388

Convention hotels, 274

Convention properties, banquet

support, 324

Cooking jobs, increase, 51

Cooks, skill levels (variation), 108

Copper Tank Brewing Company,

brewpub chain, 89

Corning, self-ops, 199

Corporate marketing vice

president, responsibility,

566

Corporate market segment, 285

Cost. See Payroll; Variable costs

control, 107. See also Food and

beverage

procedures. See Independent

restaurants

techniques, 117f

information, categorization, 119

reduction, 117–118

structure. See Lodging business

Cost-benefit analysis (cost-

effectiveness analysis),

547–548

Cost of sales. See Sales

Counter person, roles, 105

Covers, operating statistic, 119

CPK. See California Pizza Kitchen;

Central processing kitchen

Cracker Barrel, family restaurant,

83

CRC. See Certified Research Chef

Credit card

control, 104

convenience, 255

Crescent City Brewhouse,

brewpub chain, 89

Critical control points. See Hazard

analysis and critical control

points

CRO. See Central Reservation

Office

Crowding, 437–440

impact, 438–439

Crowne Plaza properties, 521–522

Index

677

678

Index

English Tourism Council, rating

decrease), U.S. Census

system, 294

Bureau (projection), 44–45

Entrepreneur, impact, 520

Family restaurants, 83–85

Entrepreneurial opportunities, 369

chains, ranking, 84t

Entry ports, careers, 333–336

customer service, simplicity, 84

Environment

menus, 84

impact. See Communication

variation, 85

relationship. See Food

operating format, 84

service

operation, 68

Environmental pressures, 49

price level, 85

impact, 50–51

table service, variation, 85

Equity investments

Fast-food business

joint ventures, 358

concentration, 81

sources, 357–359

operating problem, solution,

Error-free operation, ensuring, 392

514–515

ESP Systems, 256–257

Fast-food chain, goods/services

Ethnic background, inclusion,

(offering), 542

53–54

Fast-food unit, operation

Ethnic diversity, 41, 43

(simplicity), 79–80

Ethnic restaurants, 89

Fats, energy intake (limitation),

Europe, lodging distinctiveness,

236

272

Fayol, Henri, 504–505, 508

European Community (EC), trade

FDA. See Food and Drug

barriers, 28

Administration

Executive chef, 323–324

Feasibility study, contents, 400f

Executive conference centers,

FelCor Lodging Trust, 257–358

276, 278

Female workforce participation

Expectations. See Customers

(1950–2030), 44f

Expedia, 380, 402, 406, 435

Festivals, 455–456, 487–490

Expense items, preparation,

economic effects, 488

619

quasi-business activity, 487

Expenses

seasonality, 487–488

control. See Controllable

Field supervision levels,

expenses

reduction. See Multiunit

patterns, 329–332

companies

Extended-stay hotels, 282

Financial accounting, 613–615

External sources. See Recruitment

statements, usage, 619

F

Fine dining

changes, 66

excellence, prerequisite, 69

Face-to-face transactions, 653, 654t

guest satisfaction, frame of

Fairmont (San Francisco), 295

reference, 103

Fairs, 455–456, 487–490

personnel, devotion, 71

economic effects, 488

qualified personnel,

quasi-business activity, 487

requirement, 70–71

Fallacy of unterneymer. See

requirements, 69–71

Unterneymer

restaurants, 69–71

Family composition, 44–45

sales, decline, 71

Family households (number,

Fine-dining restaurants, glamor, 24

Index

679

FIRM Service, 542

College and university food

Formal testing, reliance, 18

First National Plaza, example, 483

service; Food service;

Former employees, employment

Fitness facilities, 389

Health care; School and

(internal source), 585

Fixed charges (capital costs), 330

community food service;

Fragmented market, 378–379

Fixed costs, 395

Travel

Franchise

calculation, example, 547

areas, 65t

affiliation, 542

Fixed official duties, statements,

brands, development, 198

agreement, 145

569

chains, expansion, 173

renewal/termination/transfer,

Flipdog, web site, 586

changes, 66–67

145

Folies Bergière (Tropicana), 469

competitive conditions,

brands, Choice Hotels

Follow behavior, 625–629

162–164

ownership, 401f

Food

competitive forces, 161

location, 145

budget (food dollar),

Internet exercises,

organizations

expenditure, 64

184–186

authority, increase, 516–517

cost, 118

review questions, 184

examination, 555

control, 106

concepts, development, 198

national/regional sales

reduction, 117f

contractors, 191

offices, maintenance,

items, bundling, 116

director, requirements

400–401

operations. See Hotels

(analysis), 589–590

risk, minimization, 145

preparation jobs, increase, 51

employee

services, continuation, 146–151

safety/sanitation, 242–245

industry exit, reasons, 52t

systems, 512–513

concern, 28

turnover, 52t

terms, 145

critical control points,

environment, relationship,

Franchised restaurants, 144–155

243–244

245–252

Franchised unit, management, 517

importance, 106–107

establishments, productivity, 77t

Franchisee, 145–146

supply, 51

field, variation, 64–67

advantages, 151–152

taste, importance, 106

industry response, 238

disadvantages, 152

Food and beverage, 334–335

issues, 233

interest, 148–149

careers, advantage, 335

Internet exercises, 261–263

investment, 144–145

cost control, 616

review questions, 260

obligations/duties, 145

department, emphasis, 322

management, 385–386

one-time initial fee, charge, 152

limitation, 385

managers, median salary (BLS

perspective, 151–152

operations, outsourcing

data), 121–122

screening, 146

(pros/cons), 326

marketing, 258

Franchising

Food and Drug Administration

expenditures, 131t

examination. See Hospitality

(FDA), 240

operations, 25, 192

industry

Food away from home,

profit, making, 115–118

organization

expenditure, 64, 65

operators, control, 611

collective knowledge, 513

Food-borne illness, incidence, 28

outlook, 67

motivation, 153

Foodies Kitchen, hybrid, 73

promotion, Internet (usage),

risk, 152

Food production, 255, 323–324

174–176

usage, 155

back of the house operation,

reductions, 386

Franchisor

107

sales, growth, 66

advantages, 152–153

control, 109

starting positions, 10f

advertising, assistance, 150

manager, 324

waste stream, contents, 248t

disadvantages, 153–254

report, 562

women, advancement

field support, 147

supervisor, 511

(advocacy), 46–47

financing, 146

Food service. See Business and

Formal authority, 554

information management, 147

industry food service;

Formal leader, 630

marketing, expertise, 150

680

Index

revenue/expense items,

GM. See General manager

selection, 331t

Goals. See Organizations

services, 383–384

characteristics, 537–539

Full-service restaurants, growth, 65

congruence, 539

Full-service subsegment, 76

policies, relationship, 539–540

Functional departmentalization,

Goal setting, 536–540. See also

561

Consumer-oriented society

Functional departments, 304–306

Golden Corral, buffet company, 86

Functional staff authority, 565–567

Gold Resources Mall (Beijing), 486

G

GOMIXER, 254

Goods and services, restrictions,

145

Gambling

Good will, 4

convenience, 466

commitment, 5

growth, 464–465

Goose Island, brewpub chain, 89

impact. See Las Vegas

Gordon Biersch Brewery

state/local government funds,

Restaurant, brewpub chain,

needs, 466, 468

89

Gaming, 464–480

Gourmet hamburger, 37

development, 465–466

GPOs. See Group purchasing

growth, 466

organizations

markets, 464

Graduates, opportunities. See

relationship. See Casinos

Lodging

revenue, state ranking, 468f

Graduation, employment,

Gantt, H.L., 507

18–19

Gap financing, 356–357

Graicunas, V.A., 508

Garbage, consideration, 246–247

mathematical approach, 560

GDS. See Global Distribution

Grand Ole Opry, 461–462

System

Grapefruit League, 481

General Electric, Six Sigma

Great American Beer Festival,

(usage), 651

488

General management, 112–115

Great British Beer Festival, 488

daily routine, 113–115

Great Depression

responsibilities, 329

birthrate, decline, 35–36

General manager (GM)

managers, accountants

position, 333

(equivalence), 334

title, 113

unemployment problem,

Generation X (GenXers), 36–37

solution, 520

Generation Y. See Echo boomers

Grocery store chains, HMR

Geography, impact, 561–562

concept (variation), 87

Gettysburg National Military Park,

Groupe Envergure, 272

popularity, 452

Group purchasing organizations

Gilbreth, Frank/Lillian, 507

(GPOs), 209

Glass, cost reduction, 117f

Guests. See Downstairs guest;

Global Distribution System (GDS),

Junket guests; Upstairs

403

guest

Global hospitality industry,

accounts, closing balance, 309

training, 595

business services, availability,

Globalization, impact, 28

317

Index

681

corporate/governmental rate,

defining, 241

dominance, 515

398

concern, 450

frequent-guest program,

distinction. See Clients

wellness, relationship, 235–238

introduction, 407

face-to-face contact, 8

Health care

Home, competition, 181–182

flow, study. See Hotels

costs, lowering, 209

Home cooking, advertising, 87

folio, hard copy (delivery), 311

food service, 204–210

Home meal replacements (HMR),

greeting, 104

trends, 208–210

87

group rate, 397

market penetration, problem,

Hometown Buffet, buffet

information, 310f, 311f

195–196

company, 86

manager recognition,

products/services, shaping, 537

Hooters, 457–458

importance, 106

revenue, enhancement,

Hoover Dam, attraction, 471

needs. See Lodging

209–210

Hops Grill and Bar, brewpub

anticipation, 287–289

Health care food service,

chain, 89

goal, 537

professional goals, 21

Hospitality

meeting, 365

Health-related destinations, 453

business, learning, 7

number, 330

Health spas, 279–280

companies, track records

off-premise service, 25

facilities, 389

(establishment), 132

online preregistration, 312

labor concerns, 281

graduates, career preferences,

ordering, 254–255

operations, trends, 281

23t

participation

professional staffs, 280

manager, management

measurement, 199

programs, 389–390

implications, 509

rate, 191

Healthy eating, 236

meaning, 4

payment, 255

Heilbroner, Robert, 503

organizations, impact, 560–561

rooming, process, 317

Help wanted ads, leads, 15

outlook, 24–28

satisfaction, front of the house

Henderson, Ernest, 269–270

provider, profession, 4–5

responsibility, 102–103

Hierarchical organization,

service, providing, 287–289

segmentation, impact, 365–367

characteristics, 569

systems, construction, 512–518

service transaction,

High-check-average restaurants,

workforce, diversity, 42–43

involvement, 650

92

Hospitality industry, 3

thanking, 104

Higher income, equivalence. See

franchising, examination, 144

welcome, manager intention, 5

Dining-out occasions

growth, occurrence, 52–53

H

High-priced man, 506

growth/change, forces, 33

High rollers, 478

Internet exercises, 58–60

High-traffic locations, 49

review questions, 57–58

Halls of Fame, museum

Highway/interstate hotels, 275–276

Internet exercises, 30–31

consideration, 452

Hilton (Chicago), 304

leadership, usage, 640

Hamburger stand (Kroc), 515

Hispanics

management experts, rejection,

Hampton Inns, 521–522

U.S. Census Bureau projections,

544

Happiness, impact. See

42

manager role, 5–7

Productivity

U.S. population, 42

review questions, 29–30

Hard Rock Cafe, 457–458

workforce, growth, 54

service, role, 647

Harris Poll Work and Leisure Poll,

Historic conversions, 282

Internet exercises, 669–670

417

Historic UK, web site, 288

review questions, 669

Hazard analysis and critical

History, judgment, 451–452

service industry, 7–8

control points (HACCP),

HMR. See Home meal

Hospitality management

243–244

replacements

ambition, 9f

Head cook arrival, 544

Holiday Corporation, 521–522

control, 607

Health

Holiday Inns, 515–518

Internet exercises, 620–621

claim, 240

construction, 37–38

review questions, 620

682

Index

organization chart, 565f

food/beverage

security, increase, 319–320

operations, 321–325

Hotel industry

operations, approaches, 321

capital-intensive characteristic,

outlets, information, 317

332

functional areas, 305f

downward business cycle, 348

functional classification,

operation, efficiency, 349

274–275

securitization, 355–360

functional operational chart,

supply and demand patterns,

306f

379

investment decision,

Hotel operations, 303. See also

dimensions, 364–369

Hurricane Katrina;

line organization, 563f

International hotels

lobby, guest flow (study), 14

challenge, 404

location classification, 275–276

Internet exercises, 337–339

market segment, classification,

review questions, 337

276–280

Hotel properties

mixed-use developments. See

classifications, 271–284

Condo-hotels

computerized reservation

operating business, 365

systems, 308

opportunity, 335

creativity, 288

ownership, 335–336

management system, interface,

planning session, 397

312f

predictions, analysis, 348

manager, employment, 304–305

price

opening, example, 345–346

classification, 273–274

Hotel/resort selection factors, 382f

tendencies, 396

Hotels. See Casinos; Motor hotels

pricing, 351

accounting, 331–332

Internet, impact, 403–404

airlines, partnerships

production department, 314

(formation), 407–408

quality, 295

chief engineer, employment, 329

rail traveler, service, 269

classifications, 280–284

rating services. See Mobil Travel

companies, activity, 351–352

Guides

construction

real estate

average days, 343f

deal, elements, 354

study, 344–345

equivalence, 351–363

cycles, 346–350

rooms

design, future, 289

rates. See Las Vegas

developers, 342

supply, forecasting

development, 332. See also

(difficulty), 343

International hotels

rooms side, 307–321

ethics, 365–366

support areas, 325

executive committee, example,

valet parking, offer, 318–319

345

Hotelscareers, web sites, 586

expenses, increases, 349–350

Hotjobs, web site, 586

financial dimension, 364–365

Hotwire, 402

financial performance, 346–350

House, rooms side, 307–321

analysis, 348

Housekeeping, 314–315

Index

683

analysis, 316

Immigrants, labor source, 53

equipment, purchase, 315

Incentive programs, usage,

supervisors, inspectors, 612

597–598

House ledger, 328

Incineration, 248, 252

HSMAI. See Hospitality Sales and

Income, 523

Marketing Association

achievement, 24

International

analysis, 22

Hub-and-spoke system

control, 329–332

airline development, 430

distribution, change, 45–47

disadvantages, 430–431

level, diversity component,

Human relations, 508–509

53–54

study, 511–512

necessity, 12

Human resources. See

trends, 418

Independent restaurants

Income and expenses. See

development. See Chain

Statement of income and

restaurants

expenses

function, understanding

division, 614

(absence), 579–580

Income before fixed charges. See

generalists, 328

Total income before fixed

manager, advisory staff

charges

positions, 563

Independence, work motivation,

strategies, 541

627

usage, 328

Independent living, 217

vice president, responsibility,

Independent management

566

companies, 368

Human resources management,

Independent operators

577

advice, usage, 567

Internet exercises, 604–605

success, 580

involvement, 579

Independent restaurants, 136–143

issues, 578–579

advancement incentives, 142

review questions, 603–604

brand recognition, 137–138

usage. See Hospitality

capital, access, 138–141

management

control and information

Hurdle rates, 547

systems, 141

Hurricane Katrina

cost control procedures, 141

hotel operations, 347

differentiation, importance, 137,

natural disaster, 34

142–143

Hyatt, job placement (employer

flexibility, 142

viewpoint), 18–19

human resources, 142

Hyatt Corporation, Pritzker

imperative, 137, 142–143

ownership, 353–354

marketing, 137–138

Hyatt Regency Denver, 359

expenditure, 130

operating advantages,

I

136–137

possibilities, 143

Ice Hotel (Quebec), 492

purchasing economies, 141

Idealist, web site, 586

site selection, 138

Illegal immigration, impact, 53

Indian gaming, data, 467f

684

Index

Index

685

Liberal arts education, usefulness,

services, 389–392

7

starting positions, 10f

Liberality, commitment, 5

workforce, projections, 51–52

Library Hotel, 288

Lodging business, 335–336

Licensed nursing facility, 217

competition, 377

Life cycle, 166–167, 234. See also

cost structure, 380

Product; Restaurants

innovations, 516

Life decisions, changes, 45

Internet exercises, 410–411

Limited-service hotels, 273, 509

review questions, 410

innovation, 516–517

Lodging Econometrics (LE), 343,

Line authority, 562

352

Line management, 562–564

Lodging industry

Line organization. See Hotels

characteristic, 381f

Listening, usefulness, 636

cyclical nature, 346

Lobby staff, concierge (addition),

dynamic behavior, 379

389

securitization, growth, 380

Local market, example, 346

Loews Vanderbilt Plaza Hotel, 290

Location

Lombardi, William, 594–595

attractiveness, change, 138

London Zoo, 486

recognition, 399

Long-range planning tools,

reference, 171–172

545–548

search, 162–163

Long-range plans, 541–542

Lodging

Long-stay suites, 385

amenities, 389–392

Long-term assets, building, 342

baby boomers, impact, 37–38

LOVE, attraction, 469

capacity, competitive outlook,

Loveless, Rina, 220

25–26

Luther, Jon, 559

competition, conditions, 381f

Luxury hotels, 274

competitive strategies/tactics,

expectations, 269

383

glamor, 24

concepts, 522

M

distinctiveness. See Europe

employment opportunities, 9

evolution, 268–271

Macau

food service, 384–389

gaming market, 477

franchise system, Wilson

hotel development, 352

contribution, 512

MacGregor, Douglas, 629, 630

graduates, opportunities, 19

Magic Kingdom, 458

guest needs, meeting, 267

Mall food service, composition, 95

Internet exercises, 299–300

Mall of America, The (Minnesota),

review questions, 298

485–486

history, 268–270

Managed service companies,

marketing mix, 381–383

ranking, 195t

market segmentation, 663

Managed services,

operations, 303

advantages/disadvantages,

Internet exercises, 337–339

195–196

review questions, 337

Managed services companies,

price/pricing tactics, 395–399

194–196

686

Index

drive-in restaurant, initiation,

522–523

hamburger wrappings, change,

247–248

internal/external challenges, 78

marketing/advertising, 128–129

menu

limitation, 514

strategy, selection, 541

packaging materials, changes,

248f

paper, impact, 249

service, product view

(example), 658

system, 514

McGee, Harold, 110

MCI, self-ops, 199

McInerney, Joe, 274

McKinsey & Company, 363

Meal

experience, factors, 77f

periods, 115

Meals on Wheels, 217

Mechanical-electronic

transactions. See

Electronic-mechanical

transactions

Medical nutrition therapy (MNT),

205

Medical tourism, 281

Megamalls, 484–486

Melman, Rich, 588

Mental abilities, job description, 581

Menu redesign, achievement, 116

Methods and procedures, 534–535

comparison. See Rules

Mexico, travel (decrease), 428

Mezzanine financing, 356–357

Middle class

change, 49

defining, 48

size, decrease, 45

question, 48–49

Middle managers

number, reduction, 27

reduction, 567

Midscale restaurants, 83–87

inclusion, 86

Index

687

Equipment Manufacturers

NPCA. See National Parks and

On-site franchised restaurant,

(NAFEM), 258

Conservation Association

386–387

National convention market, cities

NPS. See National Park Service

On-the-job training, 595–597

(bidding), 482–483

Nutrient claims, 240

Opening

National hospitality system, 510

language, 240t

procedures, 106

National parks, visits (growth),

Nutritional labeling, 240–242

routine, 113–114

490–491

Nutrition Labeling and Education

Operating expenses. See

National Parks and Conservation

Act (NLEA), 240

Undistributed operating

Association (NPCA),

Nutritious food/consumer

expenses

491–492

demand, 237

Operating procedures,

National Park Service (NPS)

O

examination, 638

establishment, 490

Operating ratios, 330

recreation visits, 491f

usage, 118–121

National Park Service Organic Act

OAA. See Older Americans Act

Operating results, follow-up, 133

of 1916, 491

Objective behavior, 538

Operating statistic. See Check

National Restaurant Association

Occupancy, percentage, 330

averages; Covers

(NRA)

ranking, 350t

comparison. See U.S.

compensation survey, 122

Office, 109–112

restaurants

Flipper booth, 253

responsibilities/tasks, 109, 112

Operating system design, 513

Restaurant Show (Chicago), 482

roles, 112

Operations

size grouping, data, 137

supervision, 112

control, 118–121

Native Americans, U.S. Census

Office of Travel and Tourism

orientation, 592

Bureau projections, 42

Industries, definition. See

planning, 540–543

Natural environments, 490–492

Travel agencies

success, 543–544

Navigant International, 435

Off-premise dining, components,

Opinions, patterns, 47

Necessity, work motivation, 626

73

Opryland Hotel, 462–463

Networking, effectiveness, 15–16

Off-premise operations, 68

Opryland USA, 462–463

New Mexico State University,

Off-premise options, 66

Opry Mills, 462–463

board plan (absence), 201

Off-premise sales, 66

Orbitz, 406, 435

New Orleans Jazz Festival, 489

Old Country Buffet, 86

Order

New products, 165–168

Older Americans Act (OAA), Title

calling in, 115

development. See Chain

III-C, 216

taking, 104

restaurants; Franchisor

Olympics, ARAMARK planning,

Orders, authoritative directions

Night auditor, 308–309

532–533

(equivalence), 636

NLEA. See Nutrition Labeling and

One-time events, impact, 34

Ordinaries, 268–269

Education Act

Online distribution channels, 406

Organization. See Informal

No-charge services. See

Online preregistration. See Guests

organization

Complimentary services

Online recruiting, 586

absence, 625

Nondestination resorts, 278

Online shopping patterns, 404

necessity, 554

Nonfamily households. See Single-

Online travel agencies, 435

Organizations

person households

On-site food service, 65, 189

emphasis, 641

Nontraditional circus, 459

commercial food services,

goals, 539–540

North American Free Trade

comparison, 190–193

planning, 531–534

Agreement (NAFTA), trade

international perspectives, 193

dimensions, 534f

barriers, 28

Internet exercises, 228–231

problems, management (focus),

North America population, aging,

market, 196t

504

41

review questions, 228

staff, impact, 564

Northwest/KLM, partnership, 433

segments, 221–224

work, 569

688

Index

Personal satisfaction, work

necessity. See Short-range

motivation, 626–627

planning

Personal service, 578

participation, 667

rendering, 654–656

personal process, 544–545

Personal transactions. See Indirect

tools. See Long-range planning

personal transactions

tools

PhoCusWright, projections,

Pleasure Island Jazz Company,

403

459

Physical activity, increase, 236

Pleasure travel, 418–419

Physical plant, examination,

PMS. See Property management

13–15

system

Physical requirements, job

PODs. See Points of distribution

description, 581

Point-of-sale (POS) system

Piccadilly Cafeterias, food

computerization, 133

(offering), 85–86

unavailability, 141

Pizza Hut, organization

Point-of-sale (POS) terminals. See

(restructuring), 567

Bars; Restaurants

Pizza restaurants, 86–87

usage, 147

PKF Consulting, 348–349

Points of distribution (PODs),

PKF Hospitality Research,

81–82

franchising fees (study),

usage, 172

393

Point-to-point service, 431

Place, 171–173. See also Product

Policies

Price Place Promotion

importance. See Unionization

importance, 399–404

relationship. See Goals

reference, 382

usage, 534

Place of birth, diversity

Population

component, 53–54

age composition, change, 35–40

Plan. See Long-range plans

decline, 203

comprehensiveness, 535

Portion control, 107

development, 548

POS. See Point-of-sale

goals, achievement, 533–534

Postcost control, 616

strategic/tactical elements,

Pot washing, unskilled jobs,

534–535

107–108

Planned play environments,

Praise

455–464

examination, 631

employment, 463–464

work motivation, 627

training opportunities,

Precost control, 616

463–464

Preview dinners, 532–533

Planners, equivalence. See

Price, 170–171. See also Product

Workers

Price Place Promotion

Planning. See Hospitality

reference, 381–382

management planning;

Pricing. See Value pricing

Operations; Organizations;

strategic implications, 171

Staff

Primary destinations (touring

concepts, 534–536

destinations), 452–453

failure, 530

Private Branch Exchange (PBX),

formalization. See Business

315

levels, 531

Private clubs, 222–223

Index

689

gaming, occurrence, 476–477

Property

Quick-service operations,

glamor, 24

functional areas, 305–306

presence, 79–80

Private equity investments,

success, 334

Quick-service restaurant (QSR)

353–355

types, 393f

characteristics, 76–82

Process

Property management system

uniqueness, 79–80

impact, 562

(PMS), 310

footprint, 82

view. See Service

computer program, 310–311

growth, 36–37

contrast. See Production

interface. See Hotel properties

percentage, 65

Product, 164–170. See also New

Property/room breakdown (2005),

limitations, 66

products

284f

preference, 23

aspect, 393

Proulx, Bernard R., 602

resistance, increase, 50–51

characteristics, 381

Psychographics, 47

Quick-service segment,

development, 81. See also

Public anxiety, relationship.

dominance, 79

Chain restaurants;

See Travel

R

Franchisor

Public capital markets, increase,

life cycle, 166f

378

strategies, 541

Public funding, 359

Radio City Music (attraction), 483

tangible side, 650

Publicity, economic benefit,

Radisson Hotel, business center,

usage. See Segmented market

426

390

view. See Service

Publicly held companies, 358

Rainbow Room (attraction), 483

Product franchising, 144

Publicly traded companies,

Rainforest Cafe, investment, 91

Production

132–133

Rate of return, 547

view, process view (contrast),

Public ownership, hazards,

Rawlins, Rey, 254

661

360–361

RCA. See Research Chefs

Productivity

Purchasing cooperatives, 147–149

Association

happiness, impact, 628–629

Purchasing economies. See Chain

RCI Global Vacation Network

increase, 508–509

restaurants; Independent

Group, 360

manager responsibility. See

restaurants

RDs. See Registered dietitians

Employees

Q

Real estate

Product Price Place Promotion

equivalence. See Hotels

(4Ps), 164

values, change, 138

Product-service units,

Qdoba Mexican Grill, casual

Real estate investment trust

division, 561

tableservice operation, 82

(REIT), 354–355, 357–358

Professional status, goal, 22

Qingdao International Beer

usage, 361

Profit

Festival, 488, 490

Realogy Corporation, 360

making, 6

Quality assurance, 393

Reasonable care, 319

maximization, 395

Quality control. See Franchisor

Receipts, measurement, 427

restaurant motivator,

Quality time, 418

Recipe kitchen, 511–512

115–116

Quark’s Restaurant, 91

management control, 511

Promotion, 173–177. See also

Quick service

Recipes, usage/impact, 611–612

Product Price Place

chain organization dominance,

Recognition, work motivation, 627

Promotion; Sales

80

Recreation, 450

Internet, usage. See Food

evolution, continuation, 81

visits. See National Park Service

service

future, 82

Recreational food service,

reference, 382

managers, survey, 578

221–222

usage, 405–408. See also Sales

Quick-service concept, 77–79

Recruitment (recruiting), 584–587.

Promus, 522

evolution, 78–79

See also Online recruiting

management layers, reduction,

Quick-service food,

advertising, source, 585–587

568

difference, 80t

external sources, 585–587

690

Index

Internet exercises, 97–98

Rockefeller Center (plaza), 483

life/experience, 121–122

Rock ‘n’ Roll Beach Club, 459

review questions, 97

Rodeway Inn (Choice Hotels), 366

Restauranteuring, artisan-based/

Roethlisberger, Fritz, 509

craft-based field, 510–511

ROI. See Return on investment

Restaurant operations, 101

Rooms. See Average rate per

Internet exercises, 123–125

rented room

problems, 385

decrease, 343

review questions, 123

departments, 305

Restaurants. See Contemporary

designation, 310f, 311f

popular-priced restaurants;

reservation, 398, 404

Leased restaurants

revenue, risk, 385

chains, unit manager

status, 316

(example), 534

Rosenberg International Center of

comparison, 76, 77f

Franchising (RICF), 154

competitive strategy, 388–389

Royal Auto Club, rating system,

concept life cycle, 167f

294

experience, 92

Ruby Tuesday’s, mall targeting,

income and expenses

95

statement, 120f

Rules

industry, organization, 127

methods and procedures,

Internet exercises,

comparison, 535

157–159

usage, 534–535

review questions, 156–157

Rush, handling, 114–115

POS terminals, 312

Ryan’s Grill, buffet company, 86

problems, leasing (impact), 386

S

site selection, complication, 132

stakeholders, 115–116

usage. See Retail stores;

Salary levels, cost, 121–122

Shopping malls

Sales, 334

zoned out, 51

accounting, 104

Retail shopping centers, 484

cost, 118

Retail stores, restaurants (usage),

impact, 325–327

94–95

increasing, 116–117

Retained earnings, 11

promotion, 176–177

concept, 23

usage, 407–408

consideration, 12–13

Sanctions, usage, 637

Return on investment (ROI),

Sanctuaries, 486

546–547

Sanders, Harland, 509, 513–514

Reuse, solution, 248, 249

Sandestin Golf and Beach Resort,

Revenue per available room

405

(RevPAR), 332, 422

San Diego State University, food

analysis, 350–351

sales (increase), 202

Rex Travel Organization, 435–436

Sandwich wars, 168

RICF. See Rosenberg International

Sanitary landfill, 246–247

Center of Franchising

Sanitation, 324–325

Right to work, meaning, 635

SARS. See Severe Acute

Riverboat casinos, 467f

Respiratory Syndrome

Rock Bottom, brewpub chain, 89

SAS, self-ops, 199

Index

691

SBA. See U.S. Small Business

Upstairs-downstairs

process view, 657, 658–661

Administration

segmentation

contrast, 661f

Scatter system, 86

impact. See Developers; Guests

product view, 657–658

Schedule

increase, 521–522

contrast, 661f

computerization, 602

Segmented market, product

obstacles, 658

management preparation, 599

(usage), 383–394

strategies, 541

posting, sample, 601f

Selection. See Employees

setting, 664f

sample, 600f

process, object, 590, 592

usage, 662–663

usage, 598–599

Self-business, 523

study, 648–654

Schmidt (Taylor ideal worker),

Self-direction, recognition, 629

task aspect, 654

506

Self-esteem, work (contribution),

transactions

School and community food

11

management, 657–661

service, 210–221

Self-operated facilities (self-ops),

types, 654t

School food service

190, 193–194

types, 652–654

administration, pattern, 213

Self-operated universities, ranking,

7-Eleven companies, 178, 180

contract companies, 213–214

203t

Severe Acute Respiratory

cost, 211

Semantic barriers. See

Syndrome (SARS)

funding restrictions, 211–212

Communication

concern, 422–423

marketing efforts, 212

Senior living

impact, 348

model, 212–213

centers/communities,

natural disaster, 34

trends, 214

217–221

outbreak, 378

School lunch program, 522

accommodations, levels, 217

Shakey’s Pizza, marketing mix

governmental activities, 555

September 11, 2001 (terrorist

(discovery), 165

School of Hotel, Restaurant and

attack)

Shamu Adventure, 459

Institutional Management

domestic recovery, 347

Shared ownership, type, 280

(Michigan State University),

effects, 24–25

Shipments, receiving, 108

602

events, 422

Shoney’s

Schultz, Howard, 360–361

tragedy, 346–347, 378

buffet company, 86

Scientific management, 505–506

Servers, table assignation, 105

family restaurant, 83

Seafood restaurants, 89

Service. See Systemwide services

Shopping centers, 484–486

Sea World (Busch Entertainment),

aspects, 655f

Shopping environment, upscale

459

assessment, 391–392

dining, 94–95

Secondary business beneficiaries,

business, equivalence, 649

Shopping malls, restaurants

425f

characteristics, 652

(usage), 95

Secondary destinations (stopover

list, 653f

Short-haul carrier subsidiaries, 431

destinations), 452–453

company organization process,

Short-range planning, necessity,

Secondary offerings, 358

662–668

532

Second mortgage, 357

competitive advantage,

Short-term work, experience, 21

Securitization, 355. See also Hotel

sustaining, 668

SideStep, web site, 406

industry

culture, 663–665

Sidework, importance, 114–115

competition, relationship,

development, 666f

Silver, cost reduction, 117f

359–360

defining, 649–654

Simplyhired, web site, 586

growth. See Lodging industry

delivery, 102–103

Singer Sewing Machines, 513

Security

differentiation, 26, 391

Single-person households

concern, 27–28

front of the house job, 103–104

(nonfamily households),

managerial problems, 320–321

importance, 290–295

growth, 45

technical problems, 320

occurrence, 650

Site selection. See Independent

Segmentation, 365–367. See also

operation, manager

restaurants

Employees; Market;

(intention), 6

expertise. See Chain restaurants

692

Index

authority. See Functional staff

authority

boss, equivalence, 564

departments, 325–329

impact. See Organizations

management, 562–564

mentoring, 393

planning, 598–602

service, 563

supervision, difficulty, 566–567

supervisory activity, variation,

566

support, 563–564

Staffing, 577

importance, 578–579

Internet exercises, 604–605

requirements, 54t

review questions, 603–604

Staging areas, 437

Standard and Poor’s 500 (S&P500)

indexes, 357

Standards, usage, 534–535

Star Trek, attraction, 469–470

Starwood Lodging, financial

impact, 359

State gifts, 466

Statement of income

and expenses.

See Restaurants

example, 618t

usage, 614

Statler, Ellsworth M., 509, 510

Steakhouse chains, 88

Stopover destinations. See

Secondary destinations

Storage technology, advantage,

257

Store manager, title, 113

Stouffer, Vernon/Gordon, 507, 509,

510–512

management techniques,

510–512

personnel management,

511–512

restaurant organization, 512f

Strategic issues, 541–542

Strategic Planning Institute, study,

648–649

Strategy, considerations, 541–543

Index

693

Task, 654–655

Total revenue, ratios, 331t

Transactions. See Electronic-

aspect. See Service

basis, 393f

mechanical transactions;

competence, 654

Touring destinations. See Primary

Face-to-face transactions;

idea, 506–507

destinations

Indirect personal

Tasteez, hybrid, 73

Tourism, 415. See also

transactions

Taxes, impact, 364–365

Mass-market tourism; Space

types. See Service

Taylor, Frederick, 504–505

tourism; Volunteer tourism

Transportation

criticism, 506

demographic development, 419

food service, 223–224

ideal worker. See Schmidt

economic significance, 424–426

mode, 420

ideas, study, 510

employment, relationship, 426

Travel

true science, 505–506

factors, 417

agents

work process focus, 505–507

generators, 449

commissions, decline, 435

Technological revolution, 380–381

Internet exercises, 494–497

impact, 401

Technology, 253–259

review questions, 494

complications, impact, 348

impact, 27, 380–381

importance, 416–419

employment. See U.S. travel

management, relationship, 259

industry, 416

employment

usage, 258. See also Back of the

Internet exercises, 444–446

factors, 417

house; Banquets

negative impact, 438

industry