bindex.qxd 12/17/04 12:36 PM Page 655

INDEX

AAA, see American Automobile Applebee’s, 90, 169 Baja Fresh, 8 Association Applications, employment, 566–571 Balance sheet, 595 Academy Sofitel, 95 Aquariums, 472 Ballpark at Arlington (Texas), 467 Access to capital: ARAMARK, 4, 18, 19, 134, 170, 176, Banquets, 313–314 as chain strength, 128, 131–132 214, 218, 222, 223, 225, 226, 231, Barnes and Noble, 96 independent , 137–138 244, 469, 514–515, 647 Barshop, Philip, 500 Accor chain, 262, 268 Arrivals and departures, 419 Barshop, Sam, 350, 352–353, 493, Accounting: Arthur Treacher’s Fish and Chips, 10 500–501 careers in, 325 Asian American population, 43 Baskin-Robbins, 149, 167, 170 decision, 600–601 Asset managers, 358 Baum, Joe, 69 financial, 594–596 Assistant managers, 116 Bed-and-breakfasts, 9, 270–271, 359 hotel, 317–318 Association market segment (travel), Beer festivals, 474–475 managerial, 596–600 274 Bellagio Las Vegas, 341, 458 responsibility, 596 Astor, William Waldorf, 258 Bell staff, 308 Activities, interests, and opinions Astoria Hotel (New York City), 259 Bennigan’s, 66, 377 patterns, 47 Atlanta Fish Market, 91 Best Western, 392 Addi Galleries (Las Vegas), 439 Atlantic City, 441, 460–463. See also B&I food service, see Business and Ad hocracy, 550–554 Casinos and gaming industry food service Administrative management, 492 Atlantis (Bahamas), 284 Big Bowl, 39 Advancement, opportunities for, 577 Atlantis Paradise Island , 276 Black, Clint, 449 Advantage (as motivation), 608 Atria Retirement and Assisted Living, Board plan, 224 Advertising, 129–131 243 Bob Chinn’s Crab House, 91 for food service promotion, 171 Attitudinal job requirements, 561 Bob Evans Farms, 377 by franchises, 148 Au Bon Pain, 8, 248 Bonus programs, 577 on Internet, 398–399 Auditing process (hotel), 299, 301 Bookkeeping, 111–112 in mass media, 397–398 Authority, 534–538 Boston Market, 89–90 for recruitment, 565–566 bases of, 534–537 Bottled water, 194 targeted, 163 delegation of, 538–540 Boutique , 271 AFC, 131 functional, 544–547 Brands and branding, 166–167 African American population, 42–43 and leadership, 612–613 for B&I food service, 222 Age composition of population, line, 542–543 in college and university food 35–41 and responsibility, 537 service, 226 Airport hotels, 266, 391 Average check, 66. See also Check for franchised lodging, 383 Air travel, 421–424 averages for hotels, 368 Alcohol service, 193–194 Average rate (hotel rooms), 304, Brand recognition: Allied Domecq Quick Service 339–340 as chain strength, 128–131 Restaurants, 539 A&W, 97, 170 for independent restaurants, All Seasons Services, 224 COPYRIGHTEDAwards programs, 649–650 MATERIAL136–137 All-suite hotels, 270 Break-even point, 526 Alterra Healthcare Corp., 243 Baby boom generation, 35, 36 Brew-pubs, 92 American Automobile Association changing needs of, 40 Brinker, 90 (AAA), 257, 280, 281 and fast food, 84 Brinker, Norman, 622 American Express, 424, 426 spending by, 38 Bronx Zoo, 472 American Hotel Corporation, 357 value consciousness of, 26 Brooks, Garth, 449 American Hotel & Lodging Back of the house, 108–111 Buca di Beppo, 138 Association, 596 learning from, 15 Budgets, 516, 517, 598, 600 American Online, 172 responsibilities in, 108–110 Buffets, commercial, 88–89 Anthony’s Pier 4, 91 roles in, 110–111 Buffets Inc., 88–89, 577 Antwerp Zoo, 472 technology in, 204–205 Bundling, 117

655 bindex.qxd 12/17/04 12:36 PM Page 656

656 Index

Bureaucracy, 549–550, 648 Carnaval de Québec, 473 Checkers, 76 Burger King, 36, 76, 82, 133, 171, 176, Carragher, Suzi, 163 Cheesecake Factory, 72, 97, 169 187, 577–578 Carter, Mark, 271 Chefs, 110–115, 314 Burj Al Arab (United Arab Emirates), Cash control, 106 Chevys, 517 284 Cashiers, 107 Chi-Chi’s, 165, 166 Busch Gardens, 38, 440, 444, 446 Casinos and gaming, 444, 453–466 Chick-fil-A, 222 Business and industry (B&I) food Atlantic City, 460–463 Child care (for employees), 578 service, 66, 220–224 Las Vegas, 455, 457–460 Chili’s, 90, 165 Business centers, 380, 381 Laughlin (Clark County), 460 Choice Hotels, 243, 356, 385 Business format franchising, 143 markets and business of casinos, Choice Hotels Europe, 262 Business travel, 411 463–465 City Hotel (), 258 Business travelers, 272–274 Mississippi Gulf Coast, 463 City ledger, 317–318 Bus trade, 464 predicted job opportunities in, 51 CKE, 149 staffing, 465–466 Clem, John, 96 Cadillac Ranch, 479 Casino resort hotels, 268, 550–552 Clinical dietitians, 228–229 Caesars Atlantic City, 312, 461 Casual restaurants, 90–93 Cliques, 615 Café Bistro, 96 eatertainment, 92–93 Closed-circuit-television (CCTV) Cafe du Monde, 248 ethnic restaurants, 92 surveillance, 311 Cafeterias, commercial, 88–89 increasing importance of, 67 Closing procedures, 108, 111, 115 California Culinary Academy, 95 specialty restaurants, 90–92 ClubCorp, 245 California Pizza Kitchen, 89, 90, 97, takeout food service, 66 Club Managers Association of 138, 169–170 upscale, 72–74 America (CMAA), 6 Call accounting systems (hotels), Catering industry, 9 CMBSs, see Commercial mortgage- 306–308 Catering software, 205–206 backed securities Camden Yards (Baltimore), 467 C corps, 346 CNL Hospitality Corp., 348 Candlewood Suites, 349 CCRCs (continuing-care retirement Cobranding, 149 Capital, access to, see Access to communities), 242 Cocooning, 178 capital CCTV surveillance, 311 Code sharing (airlines), 423 Capital costs, 120–122, 321, 323 Cemetery tours, 479 College and university food service, Capital intensive, 334 Cendant Corporation, 356, 385, 387 224–227 Captain D’s, 134 Center for Science in the Public Comiskey Park (Chicago), 467 Careers in , 3–28 Interest (CSPI), 190–192 Command, economy and, 487 advancement in, 4–5 CFA (Consumer Federation of Commercial food services, on-site hospitality management programs, America), 187 food service vs., 214–217 7–10 Chains: Commercial hotels, 264, 265 hotels, 324–327 accounting procedures for, 112 Commercial mortgage-backed job interviews, 16, 18, 568 competition for, 160–161 securities (CMBSs), 342–345 manager’s role in industry, 5–7 development of concepts for, 73 Committees, 548–549 on-the-job learning, 17 family , 87 Common carriers, 412 outlook for industry, 24–28 hotel, 262 Communication: overseas, 20 locations for expansion, 48 barriers to, 617–618 overview of industry, 4–5 management in, 357 gateways to, 618 planning, 10–11 market share of, 135 for leadership, 616–618 postgraduation job search, 18–19 ownership of, 128–135 for marketing, see Promotion sources of jobs, 15–16 quick-service, 82–83 (marketing mix) strategy of job placement, 19–24 staffing requirements for, 53 Community Baboon Sanctuary theme parks, 452 strengths of, 128–135 (Belize), 472 work experience in development Change, leadership and, 619–622 Community relations strategies, of, 11–15 Channels of distribution, see 522–524 Carilion Health System, 233 Distribution channels Comps (complimentary services), Carl’s Jr., 163, 166 Characteristics of service, 634 464, 466 Carlson (lodging), 268 Chart House, 72 Company culture, 646–648 Carlson Wagonlit Travel, 424 Check averages, 120 Company policy (as motivation), Carlzon, Jan, 622 Check control, 106 609–610 bindex.qxd 12/17/04 12:36 PM Page 657

Index 657

Compass Group, 215, 218, 222, 223, 385 Contract management companies, Crowne Plaza, 279, 349, 505 Compensation, 116 see Managed-services companies CSPI, see Center for Science in the Competition in food service, 25, Contractors, food service, 215 Public Interest 159–179 Control, 587–601. See also Control CulinArt, 224 chains, 160–161 systems Culinary Institute of America, 95 independent operations, 161–162 and “cybernetic loop,” 589–592 Culinary schools, 95 location, 169–170 decision accounting, 600–601 Cultural change, 43–47 marketing mix, 162 financial accounting, 594–596 Customer expectations, 632 with other industries, 174–178 in franchises, 145 Customer service, see Service price, 167–168 in front of the house operations, “Cybernetic loop,” 589–592 product, 162–167 106 Cyclical industry characteristics, promotional activities, 170–174 in hotels, 319–324 334–340, 369 Competition in lodging, 25, 367–401 managerial accounting, 596–600 conditions of, 368–370 need for, 588–589 Dallas Alley (Texas), 469 differentiation of goods/services, through management action, 593 Damon’s Grill, 134 379–382 tools for, 594 Darden Restaurants, 90 distribution channels, 392–396 Controllable expenses, 120 Dave and Buster’s, 92–93 downstairs market, 373–374 Controlled shop, 490, 491 Days Inn, 355, 385 food service, 374–379 Control systems, 588 Debt investments, 343–345 in franchise organizations, 382–387 as chain strength, 128, 133 Decision accounting, 600–601 location, 391, 392 characteristics of, 593–594 Delegation of authority, 538–540 marketing communication, independent restaurants, 139–141 Delivery food service, 66, 77, 89–90 397–400 Convenience stores, food service Delmonico, 74 marketing mix, 370–372 competition by, 175–176 Demand, 34–47 price and pricing tactics, 383, 386, Convention centers, 467, 468 and changing age of population, 388–391 Convention hotels, 264 35–40 upstairs market, 372–374 Cooks, 110, 111 and cultural change, 43–47 Competitive advantage, service as, 650 Copper Tank Brewing Company, 92 and diversity, 40–43 Composting, 197, 200 Le Cordon Bleu, 95 Demographics, 34–40, 411–412 CompuServe, 172, 177 Cornell University, 24–25 Denny’s, 39, 85, 377 Computerized customer interactions, Corning, 223 Departmentalization, 538, 541–542 202–204 Corporate market segment (travel), Designated driver programs, 193 Computerized scheduling, 582 274 Desk clerks, 297–298 Concept(s): Costs: Destination , 267 extension of, 166 capital, 120–122, 321, 323 Destinations, see Travel destinations for franchises, 149 fixed, 386 Dickson, W. J., 492 life cycle of, 164–165 with part-time workers, 580 Dietary department (health care), origin of, 500–501 payroll, 558–559 230–232 Concierge, 309, 379 of training, 134–135 Dietary managers, 229–230 Conduit lenders, 344 variable cost, 369–370, 386 Dietary Managers Association, 230 Coney Island, 443 Cost-benefit (cost effectiveness) Dietary schizophrenia, 186 Conflict of interest, 153 analysis, 527 Dietetic technicians, 228, 229 Congregate meals, 240 Cost control: Dietitians, 228–229 Congruence (of goals), 520–521 common techniques for, 119 Differentiation: Consumer concerns (food service), food service, 109 of goods and services, 379–382 184–194 reducing costs, 118 by independent restaurants, Consumer Federation of America Cost of sales, 119 141–142 (CFA), 187 Country inns, 359 Dining market, 69–74 Consumerism, 187–188 Coupons/couponing, 168, 173–174 casual upscale dining, 72–74 Continuing-care retirement Covers, 120 fine-dining restaurants, 70–72 communities (CCRCs), 242 Cracker Barrel, 85, 377 Directing. See also Leadership Contracts: Credit cards, 106, 204 key activities in, 618–619 franchise agreements, 143–144 Crescent City Brewhouse, 92 leadership vs., 606 for on-site food service, 216 Crowding, 427–430 Disabled employees, 564 bindex.qxd 12/17/04 12:36 PM Page 658

658 Index

Dishwashing, 109, 110 as planners, 527–530 Festivals, see Fairs and festivals Disney, Walt, 622 psychology of, 613–614 Field support (franchises), 146–147 Disneyland, 444 restaurant services for, 66 Financial accounting, 594–596 Distribution, 84, 169 theories of leading, 611–616 Fine-dining restaurants, 67, 70, 72 Distribution channels: Employee awards, 649–650 First National Plaza (Chicago), 469 lodging, 392–396 Employers, evaluating, 22 Fitness facilities, 380 tourism, 424–427 Employers of choice, 285 Fitness trends, 184–186 Diversity, 27, 40–43 Employment: Fixed costs, 386 in market, 171 outlook for, 9–10 Flat organizations, 547 in workforce, 53–54 tourism and, 417–418 Fontaine, Stephanie, 226 Dobbs International Services, 246 Employment agencies, 565, 566 Food and beverage cost control, 596, Dollywood, 449 Empowerment, 27, 641–643 597 Double T Equipment Manufacturing Empty nesters, 45 Food and beverage departments Ltd., 203 The Encounter, 248 (hotels), 312, 326 Doubletree, 505 Encouragement (as motivation), 609, Food and Drug Administration Downstairs guests, 372–374 613 (FDA), 189–192 Downtown hotels, 265, 391 Encroachment, 152, 356 Food away from home, 64–65 Drasher, Glenn, 88 Engineering function (hotels), 318–319 Food dollar, 64 Drive-through food service, 66, 75–76 English, Todd, 94 Foodies Kitchen, 75 Drucker, Peter, 7, 15, 500–503, 505, Environmental barriers Food production, 109, 111 606 (communication), 618 consolidated facilities for, 233 Dual branding, 149 Environmental preservation, 194–201 control in, 593 Dunkin’ Donuts, 149, 222 Environmental pressures, 48 hotel, 314–315 Equity investments, 345–348 technology in, 204 East Jefferson General Hospital, 234 Essex Partners, 594 Food servers, 107 Eatertainment, 92–93 Ethnic restaurants, 92 Food service, 183–207. See also Eating market, 69 Europe, hotel environment in, Restaurant entries; specific topics delivery, 77 384–385 and alcohol service, 193–194 drive-through, 75–76 E Walk, 343 competition in, see Competition in off-premise dining, 75–77 Excalibur (Las Vegas), 371, 455, 457 food service quick-service restaurants, 74–75 Executive chefs, 314 consumer concerns about, 184–194 takeout, 75 Executive conference centers, 266 employee turnover, 51 vending, 249–250 Expedia, 424 environmental preservation, Eatzi’s, 75 Expenses: 194–201 Echo boomers, 38 controllable, 120 growth in sales, 66 Ecotourism, 268, 477 undistributed operating, 321 hotel, 311–315, 374–379 Education. See also Training Extended-stay hotels, 270 junk food, 188–189 for careers in industry, 7–9 External sources (recruiting), 565–566 labor scarcity, 54 for chains, 133–135 Eyester, James, 356–357 limited-service vs. service-intensive, importance of, 11 25 work experience in, 11–15 Face-to-face transactions, 635, 636 marketing expenditures, 130 Electronic-mechanical transactions, Fairmont (San Francisco), 284 nutritional labeling, 189–192 634, 636 Fairs and festivals, 443, 473–475 outlook for, 67–68 Embassy Suites, 270, 277, 376, 505, 649 Families: predicted job opportunities in, Emeril’s, 74 composition of, 44–46 50–51 Emeritus Assisted Living, 243 as travel market segment, 279 sanitation, 192–193 Emotional job requirements, 561 two-income, 43–44 technology, 201–206 Empathy, 618 Family restaurants, 68, 85–88 trends in health and wellness, Employees. See also Human- Far & Wide Travel Corporation, 278 184–187 resources management Fast-casual restaurants, 37, 84–85 waste management, 195–201 casino staff, 465–466 Fayol, Henri, 488, 491–493 Food supply, 48–49, 82 as internal customers, 285 FDA, see Food and Drug Formal leaders, 612 involved in service, 648–650 Administration Four Seasons, 268, 378, 379, 632, motivating factors for, 607–611 Feldman, Hervey, 646 641–642, 648–649 bindex.qxd 12/17/04 12:36 PM Page 659

Index 659

Foxwoods Casino (Connecticut), 454 Garbage, 195–201 dietary managers, 229–230 Fragmented market (hotels), 369 GDS (Global Distribution System), dietetic professionals, 228–229 Franchises: 395 dietetic technicians, 229 authority in, 535 General managers, 112–116 goal setting for, 518–519 competition in, 382–387 General Motors, 222 managed-service companies in, 219 conflicts in, 152–153 Generation X, 36 trends in, 232–234 continuing services of, 145–149 Generation Y, 38, 39 Health claims, 190, 191 control in, 145 Gettysburg National Military Park Health spas, 268 franchisees, 149–150 (Pennsylvania), 439 Healthy eating, 185–186 franchisor-franchisee relations, Gilbreth, Frank and Lillian, 491 Heilbroner, Robert, 487 151–152, 387 Glendon College, 226 Henderson, Ernest, 259 franchisors, 150–151 Global Distribution System (GDS), Heritage Pointe, 243 ownership of, 142–153 395 High-check-average restaurants, 94–95 product vs. trade name, 143 Globalization, 28 High-priced man, 490 services to new franchisors, Goal congruence, 520–521 High rollers, 464 144–145 Goal setting, 518–521 High-speed Internet access (HSIA), Franchise agreement, 143–144 Golden Corral, 75, 88 307–308 Franchise systems, 496 Golfsmith, 96 “High touch,” 635 Francis, Connie, 309–310 GOMIXER, 203 Highway-interstate hotels, 265–266 Freemont Experience, 455, 457 Goose Island, 92 Hilton, Conrad, 259 Freemont Street Experience (Las Gordon Biersch Brewery Restaurant, Hilton hotels, 276, 349, 377, 395, Vegas), 5 92 400 French Quarter Festival (New GPOs (group purchasing Hispanic population, 42 Orleans), 473 organizations), 233 Historic conversion hotels, 270 Frequent-stay programs, 399 Graicunas, V. A., 492, 540 HMR, see Home meal replacement Frequent-traveler programs, 399–400 Grand Canyon, 441 Holiday Corporation, 505 Friendly’s, 39 Grand Ole Opry, 449 Holiday Inns, 5, 28, 37, 349, 398, 499, Fringe benefits, 609–610 Grandtravel, 279 505 Fritschi, Rex, 426 Group purchasing organizations Holiday Inn Express, 349 Front office (hotel), 297–304, 324–325 (GPOs), 233 Holiday Inn Family Suites Resort Front of the house, 104–108 Guadalupe (Mexico), 438 (Orlando), 277 computerized customer Guckenheimer Enterprises, Inc., Home (as food service competition), interactions, 202–204 223–224 177–178 learning from, 15 Guest check control, 106 Home meal replacement (HMR), responsibilities of, 104–106 Guest satisfaction, 104 89–90, 176 roles in, 106–107 Gulick, L. H., 492 Homewood Suites, 375, 505 supervision for, 107–108 Hops Grill and Bar, 92 tasks in, 106 HACCP, see Hazard analysis and Hospital food service, see Health care Fudruckers, 37 critical control points food service Full-service hotels, 263 Hampton Inns, 505 Hospitality, defined, 4 food service, 375 Hanley, Bill, 385 Hospitality industry, 4–5 operating ratios for, 319–321 Hardee’s, 577 changes shaping, 34 ratios to total revenues, 322 Hard Rock Cafe, 92, 93 employment outlook for, 9–10 Full-service restaurants, 77–79 Harrah’s, 454, 505 manager’s role in, 5–7 Functional staff authority, 544–547 Harvey’s, 163, 187 outlook for, 24–28 Furr’s, 88 Hazard analysis and critical control predicted job opportunities in, Future Shock (Alvin Toffler), 550 points (HACCP), 192–193 50–52 Health and wellness trends, 184–187 Hospitality management programs, Games (food service promotion), 174 Health care food service, 228–234 7–10 Gaming markets, 453. See also budgeting for, 600 Hospitality Sales Marketing Casinos and gaming community relations strategies for, Association International Gantt, H. L., 491 523 (HSMAI), 317 Gap financing, 345 control in, 593 Hosts (quick-service), 84 Garage staff, 308, 309 dietary department, 230–232 Host Marriott, 347 bindex.qxd 12/17/04 12:36 PM Page 660

660 Index

Hotels, 261–273. See also Lodging telephone and call accounting Independence (as motivation), 609 asset managers, 358 systems, 306–308 Independent group operators average occupancy/room rates for, uniformed services staff, 308–309 (restaurants), 142 265 uniform system of accounts, Independent restaurants, 136–142 bed-and-breakfasts, 359 319–324 access to capital, 137–138 classified by function, 264–265 Hotel Statler chain, 259 competition, 161–162 classified by location, 265–266 Hot n’ Now, 517 control and information systems, classified by market segment, Hot springs, 438 139–141 266–269 Housekeeping (hotels), 305–306, 593 differentiation by, 141–142 classified by price, 261–263 House ledger, 317 flexibility of, 141 control in, 319–324, 593 Houston’s, 72, 73, 171 human-resources management, 141 cyclical nature of business, Howard Johnson’s, 161, 385, 496–497 marketing and brand recognition, 334–340 HSIA, see High-speed Internet access 136–137 entrepreneurial opportunities in, HSMAI (Hospitality Sales Marketing operating advantages of, 136 359–360 Association International), 317 purchasing economies, 138 financial investment in, 351, 354 Hub-and-spoke system, 422 site selection, 137 financial performance and cycles Human-resources management, staffing procedures, 560–561 in, 338–340 557–583 Indirect personal transactions, 635, international, 340 approaches to, 559–561 636 investing in, 351, 354–360 for chains, 128, 133–135 Industrial Equity, 352 in job preferences ranking, 23 for hotels, 318 Inflation hedge, 354 management companies, 356–358 for independent restaurants, 141 In-flight food service, 246, 248 operating expenses for, 339 job descriptions, 561–564 Informal leaders, 612 profitability of operations, 354 main issues in, 558–559 Informal organization, 13, 536–537 profit per available rooms, 340–341 orientation, 571–572 Information management, 145 profits for, 338–339 recruiting, 564–567 Information systems, 590–592 public ownership hazards for, retaining employees, 577–578 as chain strength, 128, 133 350–353 selection, 567–571 independent restaurants, 139–141 ratings of, 281–284 staff planning, 578–582 Infrastructure crisis, 424 as real estate, 341–342 strategies for, 522 Initial public offerings (IPOs), 138, 345 revenue per available rooms, 340 training, 572–577 Inns: securitization of industry, 342–350 Hyatt Corporation, 242–244, 268, 378, colonial, 258 segmentation, 355–356 395 impact of economy on, 359 Hotels.com, 398 Hyatt Denver Convention Center, 348 job opportunities in, 9 Hotel operations, 293–328 Hyatt Hotel Corporation, 384–385 In-N-Out, 79 accounting, 317–318 Hyatt Hotels, 385 In-room technology, 276 automation of front office, Institutional food service, see On-site 301–304 I Can’t Believe It’s Yogurt, 222 food service control structure, 319–324 The Ice Hotel, 479 Intellectual job requirements, 561 engineering, 318–319 IKEA, 96 Intercept marketing, 84 entry ports and careers, 324–327 Immigrants, 52–53 Intercontinental Hotel Company, 276, food and beverage, 311–315 Impact of technology (term), 370 395 front office, 297–301 Incentive programs, 577 The Inter-Continental Hotel School, housekeeping, 305–306 Incineration, 197, 200–201 95 human resources, 318 Income: InterContinental Hotels Group PLC, impact of technology on, 370 distribution of, 46–47 349, 397–398 major functional departments, before fixed charges, 321 Internal customers, employees as, 285 294–296 from gambling, 464–465 Internal sources (recruiting), 565 reservations and yield and job placement strategy, 21 International travelers, 275–276, 419 management, 30, 304 of middle class, 48–49 International UFO Museum, 479 rooms division, 297–311 other benefits vs., 12 Internet: sales and marketing, 316–317 in restaurant business, 116 advertising on, 398–399 security, 309–311 and travel trends, 410–411 distribution channels on, 395 support areas, 316–319 Increasing sales, 117–118 in food service promotion, 171–173 bindex.qxd 12/17/04 12:36 PM Page 661

Index 661

and hotel business, 370 Lagasse, Emeril, 74, 94 Lodgian, 339 impact on hotel industry, 395–396 Land, supply of, 47–49 Lodging, 257–287, 333–361 online shopping patterns, 396 Landfills, 201 competition in, see Competition in online travel agencies, 424, 425 Landry’s, 91 lodging restaurants’ use of, 205–206 La Quinta Inns, 350, 352–353, 377, effect of baby boomers on, 37–38 Interpersonal skills, 638–639 500–501 history of, 258–259 Interviews, job, 16, 18, 568 Las Vegas, 441, 442, 455–460. See also hotels, 261–273. See also Hotels IPOs, see Initial public offerings Casinos and gaming job opportunities in, 9 ITT Sheraton, 377 Las Vegas Hilton, 93, 457 labor scarcity in, 54 Itza Pizza, 170 Leadership, 605–624 limited-service vs. service-intensive, and change, 619–622 25 Jack in the Box, 166 and communication, 616–618 meeting guests’ needs, 276–279 Jacob Javits Convention Center (New developing style of, 623–624 , 259–260 York), 467 directing vs., 606 motor hotels, 260–261 Jacobs Field (Cleveland), 467 key activities in directing and, predicted job opportunities in, Jail House Inn Bed and Breakfast 618–619 51–52 (Minnesota), 277 and motivations for following, quality of service, 279–280, 285–287 Jameson Inns, 346 607–611 and types of travelers, 272–276 Job benefit mix, 12 and other management functions, Loews Vanderbilt Plaza Hotel Job descriptions, 561–564 607 (Nashville), 279 Job interviews, 16, 18, 568 social science view of, 606 Lombardi, William, 575 Job placement: theories of, 611–616 London Zoo, 472 employer’s view of, 18–19 Leadership styles, 611 Lone Star Steakhouse and Saloon, 91 strategy of, 19–24 Leased restaurants, 315, 376 Longhorn Steakhouse, 91 Job satisfaction, 22 Leavitt, Theodore, 640, 641 Long-range planning, 524–527 Job sources, 15–16. See also Careers Legal system, 534 Lourdes (France), 438 in hospitality industry LEGOLAND, 445, 446, 449–452 Louvre (France), 439 Job specifications, 561 Leisure-oriented businesses, 408 Loveless, Rina, 243 Joe’s Stone Crab, 91 Leisure time, 409, 410 Low variable cost (lodging), 369–370, Johnson, Howard, 493, 496–497 Leisure travel, 274 386 Johnson and Wales University, 24–25, Les Clefs d’Or, 309 Luby’s, 88 95 Lettuce Entertain You Enterprises Luther, Jon, 539 Joint ventures, 347 (LEYE), 567 Luxor (Las Vegas), 457 Jules’ Undersea Lodge (Florida), 277 Leverage, 323–324, 354 Luxury hotels, 28, 263 Junk food, 188–189 Levin, Michael, 356 JW Marriott Desert Ridge Resort & Lexington Services, 393 M&A, see Mergers and acquisitions Spa (Arizona), 348 LEYE (Lettuce Entertain You McCormick Place (Chicago), 467 Enterprises), 567 McDonald’s, 8, 28, 36, 76, 79–82, 90, Karcher, Carl, 79 Library Hotel (Manhattan), 277 96, 129, 131–133, 153, 163, 164, Kelleher, Herb, 622 Life cycles, 164–165 166, 167, 171, 176, 185, 187–189, Kenny Rogers Roasters, 89–90 Lifestyle of restaurant business, 196, 197, 245, 497–499, 506, 632, Kentucky Fried Chicken, 497. See 115–116 640–641, 649 also KFC Limited-service hotels, 262–263 MacGregor, Douglas, 611, 613 Key cards, 310–311 Limited-service organizations, 25 Magstrip systems, 310–311 KFC, 151, 164 Line authority, 542–543 Mall of America, 470, 471 Kitchin Hospitality LLC, 346 Listening, 618 Managed-services companies, Kmart, 169, 170 Little Caesars, 169, 222 217–220, 237–238 Knowledge workers, 7 Location(s). See also Site selection Management, 485–507. See also Koop, C. Everett, 185 and competition in lodging, 391, Working relationships; specific Krispy Kreme, 131 392 topics, e.g.: Planning Kroc, Ray, 493, 496–499 and food service marketing, in control systems, 593 169–170 and definition of business, 503–506 Labor supply, 50–54. See also hotel, 391, 392 Fayol’s administrative Workforce and scarcity of land, 48–49 management, 491–492 bindex.qxd 12/17/04 12:36 PM Page 662

662 Index

Management (Continued) chains, 128–131 Midscale restaurants, 85–90 foundations of field, 488–493 franchises, 148 commercial cafeterias and buffets, and hotel security, 311 hotel, 316–317 88–89 impact of technology on, 206 independent restaurants, 136–137 family restaurants, 85–88 leadership and functions of, 607 Marketing communication, 397–400. home meal replacement, 89–90 line, 542–543 See also Promotion (marketing pizza restaurants, 89 and market system, 487–488 mix) Miller, Mark, 94 Mayo’s work as social process, Marketing mix: Miller, Steve, 343 492–493 for food service, 162–174 Mimi’s Café, 72, 171 nature of, 500–503 four Ps of, 162 Mirage (Las Vegas), 455, 457 organization of hospitality systems, for lodging, 370–372 Mississippi Gulf Coast, 463 495–500 Marketplace, 96 Mixed-use development, 343 planning and hierarchy of, 513–516 Market segmentation, 645–646 Mobil Travel Guides, 257, 280–283, 312 Statler’s “national” hospitality Market share, 133, 135 “Mocktails,” 194 system, 493–494 Market system, 487–488 Mode of transportation, 412 Stouffer’s modern management Marriott, 52, 110, 160–161, 243, 268, Moments of truth, 631 techniques, 494–496 276, 343, 347, 354, 358, 378, 395, Money (as motivation), 609 supervision vs., 486–487 646 Morale, 610–611 Taylor’s work process focus, Marriott, Bill, 622, 647 6, 28 489–491 Marriott, J. W., Jr., 348 Motels, 66, 259–260 Management companies, 356–358 Marriott, J. Willard, Sr., 259, 648 Motivation, 607–611 Management contracts (hotels), 354 Marriott Corporation, 285 for accepting change, 621, 622 Management presence, 107–108 Marriott Courtyard, 376 factors in, 608–610 Management trainees, 116 Marriott Hotels, 377, 398, 647 and productivity, 610–611 Managers: , 275, 358, 377, Motor hotels, 66, 260–261 asset, 358 384–385 Motorola, 633 closing, 111 Marriott Management Services, 218 Mullinex, Mike, 343 commitment to service of, 647 Marriott Resorts and Hotels Division, Multigenerational family travel, 279 empowerment of, 547–548 646 Mystic Seaport (Connecticut), 447 front-of-the-house supervision by, Marriott World Center (Orlando), 381 107–108 Martin, John, 168 NACUFS (National Association of general, 112–115 Mass-market tourism, 442 College and University Food as helpers, 647–648 Mayo, Elton, 492 Service), 226 predicted job opportunities for, Mayo Clinic, 438 Nader, Ralph, 187 50–51 MCI WorldCom, 223 Naisbitt, John, 635 role of, 5–7 Meals on Wheels program, 240 National Association of College and training for, 574–575 Medical Center at Ohio State University Food Service Managerial accounting, 596–600 University, 234 (NACUFS), 226 Manor Care, Inc., 243 Megamalls, 471 National parks, 475–477 Mansion at Turtle Creek (Dallas), 379 Melman, Rich, 567 National Parks and Conservation Mardi Gras, 473 Mental job requirements, 561 Association (NPCA), 476, 477 Market forces, 33–56 Menu: National Park Service Organic Act of and age composition of nutrition and health claims on, 190 1916, 476 population, 35–40 redesign of, 117 National Railway Museum (England), changes shaping industry, 34 Merchandise (food service 440 and cultural change, 43–47 promotions), 174 National Restaurant Association, 596 demand, 34–47 Mergers and acquisitions (M&A), Educational Foundation, 192 and diversity, 40–43 349–350 Restaurant Show, 468 food production, 49–50 Methods (in planning), 516, 517 Natural environment attractions, labor supply, 50–54 Mezzanine financing, 345 475–478 land, 47–49 MGM Grand, 455, 457 Navigant International, 424 supply, 47–53 Miami Subs, 149, 167 Necessity (as motivation), 608 workforce diversity, 53–54 Michigan State University, 227 New Mexico State University, 225 Marketing: Microtel, 351 New Orleans Jazz and Heritage careers in, 325–326 Middle class, 46, 48–49 Festival, 474 bindex.qxd 12/17/04 12:36 PM Page 663

Index 663

New product development: self-operated facilities, 217 Person to person service, 636–639 as chain strength, 128, 133 terminology for, 214 P.F. Chang’s, 72, 138 for food service, 162–166 transportation, 246, 248 Physical job requirements, 561 for franchises, 148–149 vending, 248–250 Physical plant, 13–15 New York, New York Casino (Las On-the-job training, 17, 575–576 Piccadilly Cafeterias, 50, 75, 85, 88, Vegas), 16 Opening procedures, 108, 113–114 166, 169 NH Hoteles SA, 262 Operating advantages (independent Pilgrimages, 438 Night auditor, 298–299, 301 restaurants), 136 Pizza Hut, 151, 167, 170, 176, 377, 547 NLEA, see Nutrition Labeling and Operating procedures (franchises), Pizza restaurants, 89 Education Act 145 PKF, 596 NOLA, 74 Operating ratios, 319–323 Place (marketing mix): Noncommercial food service, see On- Operations, planning in, 521–524 for food service, 169–170 site food service Operations manuals, 145 for lodging, 371, 391, 392 Nondestination resorts, 267 Opry Mills complex, 449–452 Planned play environments, 443–444 Noneconomic effects (of tourism), Orbitz, 424 Planning, 511–530 427–430 “Ordinaries,” 28 of career, 10–11 Nordstrom’s, 96 Organization, 644. See also Working concepts used in, 516–517 NPCA, see National Parks and relationships at different levels of management Conservation Association Organizational theory, 488 hierarchy, 513–516 Nutrient claims, 190 Orientation, employee, 571–572 goal setting, 518–521 Nutritional labeling, 189–192 Outback Steakhouse, 73, 91 by individual workers, 527–530 Nutritional trends, 184–187 Outsourcing (food service long-range, 524–527 Nutrition Labeling and Education Act management), 223 in operations, 521–524 (NLEA), 189–191 Overseas career opportunities, 20–21 participation of employees in, Nutritious food and consumer Overweight, 186 650 demand, 186 Owen, Kay, 271 reasons for studying, 512–513 Ownership of lodging: staff, 578–582 OAA (Older Americans Act), 240 hotels, 326–327, 368–369 Pleasure travel, 411 Obesity, 184–186, 189 public ownership, 350–353 PMS, see Property management Occupancy rate (hotels), 339–340 Ownership of restaurants, 127–154 system The “office,” 111–112 franchises, 142–153 P&O Australian Resorts, 268 Off-premise food services, 66, 74–75 independent group operators, 142 Points of distribution (PODs), 84 Older Americans Act (OAA), 240 independent restaurants, 136–142 for food service operations, Old Navy, 96 169–170 On-site food service, 213–251 Panera Bread, 8 supermarkets, 176 business and industry food service, Papa John’s Pizza, 131, 133, 173 Point-of-sale (POS) systems, 206 220–224 Paramount Canada Wonderland, 452 Point-to-point service, 422 clients vs. guests in, 216 Participation (of employees), Policies: college and university food service, 615–616, 650 goals and, 521 224–227 Participation rate (on-site food in planning, 516 commercial food services vs., service), 215, 223 Popcorn, Faith, 178 214–217 Partnerships, 399, 423 Portion control, 109 franchised restaurants, 377 Part-time workers, 53, 565, 580, 582 POS (point-of-sale) systems, 206 growth of, 65 Passenger transportation, 421–424 Postcost control, 597 health care food service, 228–234 Pasta restaurants, 91 Pot washing, 109 hotels, 374–379 Payback period, 525 Praise (as motivation), 609, 613 international, 218 Payroll control, 596, 597 Precost control, 597 managed-services companies, Payroll costs, 558–559 Price (marketing mix): 217–220 Pegasus Solutions, Inc., 393 for food service, 167–168 private clubs, 245–247 Pennsylvania State University, 227 for lodging, 371, 383, 386, 388–391 recreational food service, 244–245 PepsiCo, 151 Primary (touring) destinations, 440, restaurants vs., 215–216 Personal interaction, 636 441 rising sales of, 67 Personal satisfaction (as motivation), Private clubs, 245–247 school and community food 608–609, 613–614 Procedures (in planning), 516, 517 service, 234–244 Personal service, 558 Process view of service, 641–644 bindex.qxd 12/17/04 12:36 PM Page 664

664 Index

Product(s): distribution of, 84 community relations strategies for, employees as, 648–650 drive-through, 76 523 life cycle of, 164 and eating market, 74–75 constant change in industry, 68 strategies for, 522 fast-casual, 84–85 contemporary popular-priced, Product franchising, 143 frequency of eating in, 74–75 77–79 Productivity: full-service restaurants vs., 77–79 daily routine in, 113–115 levels of, 79 future of, 84–85 dining market, 69–74 and motivation, 610–611 and generational change, 36, 37 eating market, 74–77 Product (marketing mix): growth of, 65 high-check-average, 94–95 for food service, 162–167 in job preferences ranking, 23 hotel, 374–379 for lodging, 371–383 rising sales of, 67 independent, 136–142 Product segments, 35 scarcity of locations for, 48–49 in job preferences ranking, 23 Product view of service, 640–641, unique characteristics of, 81–83 leased, 315 643–644 midscale, 85–90 Professional organizations, 6 Radisson Hotel, 381 on-site food service vs., 215–216 Professional status, 22 Rainforest Cafe, 93 and outlook for food service, 67–68 Profit, 6 Rally’s, 76 ownership of, see Ownership of in food service, 116–118 Ralph Lauren, 96 restaurants in lodging, 354 Ramada, 385 as parts of larger businesses, 95–97 in restaurant operations, 116–118 Ramada Franchise Systems, 649 productivity in, 79 Profit per available room (ProfPAR), Rate of return, 526 quick-service, 79–85 340–341 Rawlins, Rey, 203 range of food service operations, Promotion (marketing mix): RDs (registered dietitians), 229 64–67 for food service, 170–174 Real-estate investment trusts (REITs), scarcity of locations for, 48–49 for lodging, 371, 397–400 342, 345–349 Restaurant operations, 103–123 Promus Hotel Corporation, 349, 505 Reasonable care, 310 back of the house, 108–111 Property management system (PMS), Receipts and payments, 419 capital costs, 120–122 301–304 Receiving (food service), 110–111 controllable expenses, 120 Prudhomme, Paul, 166 Recipe kitchen, 494–495 cost of sales, 119 Psychographics, 47 Recognition (as motivation), 609 front of the house, 104–108 Public Citizen, 190 Recreation, 438 general management, 112–115 Public funding (hotels), 347 Recreational food service, 244–245 and lifestyle of restaurant business, Publicity, 418 Recruiting, 19, 564–567, 648 115–116 Publicly traded companies, 132 Red Lobster, 90, 91, 206 making a profit in, 116–118 Puck, Wolfgang, 94, 166 Red Robin, 37 the “office,” 111–112 Purchasing economies: Reduce, reuse, and recycle, 196–200 salary levels in business, 116 chains, 128, 132 Reducing costs, 118 Retail stores, restaurants in, 96 franchises, 147–148 Refrigeration, technology in, 204–205 Retained earnings, 11–13 independent restaurants, 138 Regent Wall Street, 272 Retaining employees, 577–578 Purdue University, 227 Registered dietitians (RDs), 229 Return on investment (ROI), 525–527 REITs, See Real-estate investment Revenue per available rooms Qdoba Mexican Grill, 8 trusts (RevPAR), 323, 340 QSRs, see Quick-service restaurants Relief jobs, 17 Rex Travel Organization, 426 Quality assurance, 382–383 Research Chefs Association, 133 Riehle, Hudson, 84–85 Quality control: Reservations: Risks (with franchises), 149–150 food service, 109 hotel, 298, 300, 304, 305 Ritz, Caesar, 357 franchises, 145 networks for, 427 Ritz-Carlton, 268, 276, 277, 279, 285, Quark’s Restaurant at Star Trek, 92–93 Residence Inns, 355, 375 312, 571, 573 Quick-service restaurants (QSRs), Resort hotels, 267 Riverboat gambling, 454 79–85 Responsibility, authority and, 537 RL, 96 community relations strategies for, Responsibility accounting, 596 Robots, 202 523 Restaurants, 63–98. See also Food Rock Bottom, 92 concept for, 79–81 service Rockefeller Center, 469 continuing evolution of, 83–84 casual, 90–93 Roethlisberger, Fritz, 492 bindex.qxd 12/17/04 12:36 PM Page 665

Index 665

ROI, see Return on investment community relations strategies, 523 technological enhancements for, Rooms departments, 295 contract companies, 237–238 203–204 Rooms side of the house, 297–311 funding, 235–236 types of, 634–636 automation of front office, 301–304 retirement housing, 241–244 Service culture, 646–648 front office, 297–301 school food service model, Service-intensive organizations, 25 housekeeping, 305–306 236–237 Service strategy, 644–646 reservations and yield service programs for elderly, Setup (food service), 114 management, 304, 305 239–240 7-Eleven, 75, 175 security, 309–311 trends in, 238–239 Severe Acute Respiratory Syndrome telephone and call accounting School food service model, 236–237 (SARS), 34, 184, 414–415 systems, 306–308 Schor, Juliet, 187 Shadowing, 575 uniformed services staff, 308–309 Schultz, Howard, 350 Shakey’s Pizza, 163 Room status (hotels), 300 Seafood restaurants, 91 Shank, Ned, 271 Ruby Tuesday’s, 97 Sea World, 447 Sheraton Hotels, 259 Rules (in planning), 516–517 Secondary offerings, 347 Shoney’s, 85, 88, 377 Ryan’s Grill, 88 Secondary (stopover) destinations, Shopping centers (as destinations), 441 469–471 Sage-Robin, Carol, 574 Securitization, 342–350, 370 Shopping malls, restaurants in, 96–97 St. Louis Centre, 469–470 Security: Sidework, 114 Ste. Anne de Beaupré (Québec), 438 hotels, 309–311 Siegfried and Roy, 455 Salary levels (restaurant business), increased concern with, 27 Simmons, Courtney, 450 116 and public anxiety about travel, Single-person households, 45–46 Sales: 413–415 Site selection: careers in, 325–326 Segmentation: chains, 128, 131 cost of, 119 in employee market, 567 franchises, 144 hotel, 316–317 in lodging market, 355–356, 373, independent restaurants, 137 increasing, 117–118 374 Over Georgia, 448, 449 software for, 205–206 in service market, 645–646 Six Sigma, 632, 633 Sales promotions: Selection (employee), 567–571, Skilled jobs, management jobs vs., food service, 173–174 648–649 22–23 lodging, 399–400 Self-operated food service facilities, Small Business Administration (SBA), Samuel Adams Brewpubs, 248 214, 217, 227 138, 139 Sanctuaries, 472 Semantic barriers to communication, Smart cards, 278, 311 Sanders, Harland, 493, 496, 497 617 SMERF business, 274, 316 Sandestin Golf and Beach Resort Semolina’s, 91 Smithsonian museum, 439 (Florida), 397 September 11,2001, impact of, 24–25, Social barriers to communication, San Diego State University, 226 310, 338, 342, 343, 413 617–618 San Diego Zoo, 472 Servan-Schreiber, Jean Jacques, 547 Social organization, 13 Sanitary landfill, 195, 201 Service, 629–651 Sodexho, 218, 222, 223 Sanitation, 192–193 characteristics of, 631–632, 634 Sodexho USA, 214–215 in hotel food service, 315 company culture for, 646–648 Solid-waste disposal, 195–201 increased concern with, 27 defined, 631 Sonic, 134 in restaurant operations, 108, 109 as differentiator, 26 Southern Foodservice management, Santiago de Compostela (Spain), 438 employees involved in, 648–650 224 SARS, see Severe Acute Respiratory front of the house, 104–105 Southgate-Fox, Suzie, 567 Syndrome in lodging, 276–280, 285–287 Space tourism, 479 SAS, 223 managing transactions, 639–644 Spa facilities, 380 SBA, see Small Business organizing for, 644 Span of control, 492, 540–541, Administration person to person, 636–639 547–548 Schedule, work, 579–582 process view of, 641–644 Span of managerial responsibility, School and community food service, product view of, 640–641, 643–644 540 234–244 strategies for, 522, 645–646 Specialized controls, 597 budgeting, 598 as sustainable competitive Specialty restaurants, 90–92 community-based services, 240 advantage, 650 Sportservice, 244 bindex.qxd 12/17/04 12:36 PM Page 666

666 Index

Sports stadiums, 467 Tactics (in planning), 515, 517, 524 Trade name franchising, 143 The Spy Trail, 478 Takeout food service, 66, 74–75, 176 Trader Vic’s, 377 Staff. See also Human-resources Targeted advertising, 163 Trade shows, 467, 468 management Tarter, Beth, 238 Tradition, economy and, 487 functional authority, 545–547 Task idea, 490–491 Training. See also Education planning, 578–582 Task side of service, 636–638 for chains, 133–135 roles, 543–544 Tasteez, 75 cost of, 134–135 Standards (in planning), 516, 517 Taylor, Frederick, 488–491, 493 in different cultures, 574 Star Alliance, 423 Taylor, Kevin, 74 for franchises, 144, 146 Starbucks, 75, 96, 166, 222, 248, 377 Technology: for management, 574–575 Star Trek: The Experience, 458 in food service, 201–206 for new hires, 572–577 , 268, 276, 346, 395, 633 as industry driver, 26–27 on-the-job, 17, 575–576 Starwood Hotels & Resorts, 275–276, in-room, 276 for service, 649 310, 384–385 for meeting guests’ expectations, Transient business travelers, 272, 273 Starwood Hotels & Resorts 278 Transportation and destination Worldwide Inc., 349 Telephone department (hotels), patterns, 27 Starwood Lodging, 349 306–308 Transportation food service, 246, 248 Statement of income and expense, T.G.I. Friday’s, 90, 248, 377 Travel. See also Tourism; Travel 595, 599 Theme parks, 444–452 destinations Stations (food service), 107 and cities, 449–452 duration of trips, 414, 415 Statler, Ellsworth, 169, 493–494 employment/training opportunities, factors affecting, 409–411 Staybridge Suites, 349 452 modes of, 412, 414 Steak and Ale, 377 regional, 448–449 motives for, 438–442 Steakhouses, 91 scale, 447–448 public anxiety about, 413–415 Stew Leonard’s, 176–177 themes, 446–447 trends in, 412–415 Stouffer, Vernon and Gordon, 491, Theme restaurants, 92–93 Travel agencies, 424–416 493–496 Theory X (leadership), 611, 612 Travel agents, 393–394 Strategies: Theory Y (leadership), 611–613 Travel destinations, 437–479 of job placement, 19–24 Time-shares, 268–269 casinos and gaming, 453–466 in planning, 515, 517, 522–524 Tim Horton’s, 76, 149, 167 fairs and festivals, 473–475 for service, 522, 644–646 Toffler, Alvin, 550 Las Vegas, 459 Stress, service and, 637 Togo’s, 149 and motives for travel, 438–442 Styles of leadership, 623–624 Tokyo Disneyland, 445 natural environments, 475–478 Suburban hotels, 265, 266 Tornado chases, 479 out-of-the-ordinary attractions, Subway, 167, 170 Tourism, 407–431. See also Travel 478–479 Sugarland Properties, 343 destinations planned play environments, Suggestive selling, 118 and channels of distribution, 443–444 Sun International, 276 424–427 and rise of mass-market tourism, Sunrise Senior Living, 243 economic significance of, 415–418 442 Superfloors, 379 and employment, 417–418 theme parks, 444–452 Supermarkets, food service factors affecting, 409–411 urban entertainment centers, competition by, 176–177 importance of, 408 466–472 Supervision: international, volume of, 419–420 Travelers, types of, 272–276 of clerical work, 112 mass-market, 442 Travel industry: defined, 486 noneconomic effects of, 427–430 distribution channels, 393–394 front-of-the-house, 107–108 and passenger transportation, predicted job opportunities in, 52 management vs., 486–487 421–424 Travel multiplier, 416–417 Supply, 47–53 and reservation networks, 427 Travelocity, 424 of labor, 50–53 size of industry, 418–419 Travelodge, 385 of land and produce, 47–49 and travel trends, 412–415 Travel trade balance, 420 Support areas (hotels), 316–319 and U.S. as international attraction, Travelweb, 395 418 Travel wholesalers, 426–427 Taco Bell, 39, 151, 163, 166, 168, 176, Towne of Smithville (New Jersey), Treadway Hotel Company, 357 517, 547 446 Treasure Island (Las Vegas), 458 bindex.qxd 12/17/04 12:36 PM Page 667

Index 667

Tremon House (Boston), 258 Waffle House, 377 Work as vocation, 10–11 Tropicana (Las Vegas), 457 Waldorf Hotel (New York City), 258, Work experience, 11 Twain, Shania, 449 259 learning strategies for, 13–15 Two-income families, 43–44 Wal-Mart, 96 as part of education, 11 Walt Disney, 268 profiting from, 12–13 Undistributed operating expenses, 321 Walt Disney World, 441, 442, 446–448, Workforce: Uniformed services staff (hotels), 552–554 diversity in, 53–54 308–309 Washington Zoo, 472 impact of labor scarcity, 54 Uniform system of accounts, 140, Waste management, 195–201 Work groups, 612, 614–615 319–324 Waste stream, 196–201 Working conditions, 610 Unirez, 393 Water Tower Place (Chicago), 470 Working relationships, 533–554 United Airlines, 248 Weber, Max, 549 ad hocracy, 550–554 : Web sites, restaurant, 205–206. See authority in, 534–538 as international tourist attraction, also Internet bureaucracy, 549–550 418–421 Wendy’s, 8, 36, 37, 82, 83, 129, 149, committees, 548–549 population diversity in, 41–43 163, 166, 167, 187, 222 delegation of authority, 538–540 University of Massachusetts, 227 WestCoast Hospitality Corporation, 387 departmentalization, 541–542 University of Notre Dame, 225 West Edmonton Mall, 471 empowerment of managers, Unterneymer, 502 Western Electric Company, 492 547–548 Upstairs guests, 372–374 Westin Hotels and Resorts, 343, 349 functional staff authority, 545–547 Urban entertainment centers, 466–472 WFF (Women’s Foodservice Forum), line management, 542–543 shopping centers, 469–471 45 span of control, 540–541 zoos, sanctuaries, aquariums, 472 White Castle, 166 staff support, 543–544 Utell, 393 Whole Foods, 177 Work process focus, 489–491 Whyte, William Foote, 495 World expositions, 473 Vacation ownership, 268–269 Wilson, Kemmons, 260, 493, 499 WorldRes, 395 Valets, 308, 309 Wilson Street Grill (Wisconsin), 564 W Suites, 276 Value of goods/services, 26 Wingate Inns, 375, 380, 381 Value pricing, 167–168 Wingstop, 8 Yield management, 304, 305, Variable cost (lodging), 369–370, 386 Women: 389–391 Vauxhall Gardens (England), 443 recruiting of, 52 Yum! Brands, 149 Vending food service, 248–250 as travel segment, 278–279 Venture capital, 138 working, 43–44 Zagat, 281 Vicksburgs National Military Park Women’s Foodservice Forum (WFF), Zema, Mike, 95 (Mississippi), 439 45 Zero defects, 632 Vocation, work as, 10–11 Wood Dining Services, 244 Zoos, 47