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Copyrighted Material 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 restaurants, 137–138 244, 469, 514–515, 647 Barshop, Philip, 500 Accor hotel 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 resort, 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 hotels, 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 (Baltimore), 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 hospitality industry, 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 restaurant, 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
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