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Hospitality: An Introduction

Author(s): Robert A Brymer, Rhett Brymer, Lisa N. Cain, Marissa Orlowski

Edition: 17

Copyright: 2019

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Hospitality: An Introduction is systemically organized for introductory students. This long-standing, successful book introduces many of the “must know” topics important to hospitality within a traditional business framework. It also provides readers with a snapshot of a wide variety of industry career paths, an attribute not found in other books. The goal is to provide a broad-brush survey approach to the hospitality industry, while offering the information needed to help students proceed into more advanced courses and readings. This text explores the topics that separate hospitality from other fields of study.

Hospitality: An Introduction is divided into four distinct sections:

  1. Hospitality Industry Foundations – provides the “big picture” of the industry. It gives an introduction, along with the history, future trends, and emphasis on service excellence.
  2. Hospitality Management – explores the ‘nuts and bolts’ of how hospitality businesses operate. It introduces many of the on-site disciplines that are an integral part of the daily operations in hotels, restaurants, clubs, events, and other hospitality businesses.
  3. Traditional Hospitality Careers – discusses the fundamental or traditional hospitality career paths. This section highlights the major areas typically associated with the hospitality industry: from hotels, restaurants, and beverage to clubs and events.
  4. Optional Readings: Specialized Hospitality Careers – introduces students to some of the many possibilities for fascinating careers in the industry, including theme parks, casinos, cruise ships, and more!

Hospitality: An Introduction offers the reader a broad introductory perspective that can stir-up excitement while creating a thirst for more information in specific career niches. This text provides the basics of the world of hospitality, and most importantly, where a student might fit in. This book is an essential read for any student interested in the fascinating hospitality industry.

This edition includes access to an ancillary website that contains resources for students and instructors. 

 Preface
About the Authors
Acknowledgments
Introduction: Welcome to Hospitality

PART ONE Hospitality Industry Foundations
 1 History

Sarah LeFebvre, Murray State University
 The Ancient History of Hotels and Restaurants
 Nineteenth Century Expansion
 The Expansion of Hotels and Restaurants across America
 Social Clubs
 Cruise Ships
 Theme Parks
 Summary

 2 Emerging Trends
Michael Oshins, Boston University
Christian Hardigree, Metropolitan State University of Denver
Arun Upneja, Boston University

 Trend 1: Millennials—the New Power Segment
 Trend 2: Taking Control of Health and Well-Being
 Trend 3: Disruption and Sharing Economy
 Trend 4: Environmental Awareness and Global Uncertainties
 Trend 5: Tourism Explosion
 Trend 6: Brand Power
 Trend 7: Technology, Technology, Technology
 Trend 8: Customization Rules
 Trend 9: “Epidemics, Pandemics, and Major Business Disruptions”
 Summary

 3 Service Excellence and Ratings Systems
Chris Woodruff , Lake Michigan College
 Hospitality Service Fundamentals
 History of the Pineapple
Who Is Involved in Guest Service?
 Foundations of Service Excellence
 Guest Service Professional Skills
 Service Recovery
 Service Quality Starts in Hospitality
 Rating Systems in the Hospitality Industry
 Online Reviews
 Summary

4 Business Models and Trade Associations
Julene Boger, Northern Arizona University
Tierney Orfgen McCleary, Eastern Michigan University
Radesh Palakurthi, University of Memphis**

 Independent Hospitality Businesses
 Hospitality Chain Operations
 Structure and Business Models of Hospitality Chain Operations
 Advantages and Disadvantages of Hospitality Chain Operations
 Hospitality Trade Associations

5 Career Expectations and Realities
George Ojie-Ahamiojie, Wor-Wic Community College
Susan E. West, Arkansas Tech University**

 Careers in Hospitality
 Necessary Characteristics
 Career Management—101
 Preparing for a Job Search
 Epidemics, Pandemics, and Business Disruptions
 Myths and Realities of the Hospitality Industry
 Facts
 Summary

PART TWO Hospitality Management

6 Leadership and Ethics
Richard J. Mills, Jr., Robert Morris University
Denis P. Rudd, Robert Morris University

 Hospitality and Tourism Management Perspectives
 Leadership, Ethics, and Hospitality Operations
 Future Concerns for the Hospitality and Tourism Management
 Developing Your Own Style of Leadership
 Summary: Leadership, Ethics, and Hospitality Operations In the Future

7 Marketing
Catherine Curtis, Oklahoma State University
Randall Upchurch, Florida Gulf Coast University**

 Introduction to Hospitality Marketing 93
 The Marketing Mix: Elements of Success
 Consumer Analytics—Emergence of a New Field of Integrated Hospitality Data Mining
 Social Media—A Promotional Gateway
 Summary

8 Managing Revenue and Controlling Expenses
Liza M. Cobos, Missouri State University
 Revenue Management Overview
 The Lodging Industry
 The Restaurant Industry
 Controlling Expenses
 Summary

9 Human Resources
Nicholas J. Thomas, DePaul University
Eric A. Brown, Iowa State University

 Human Resources
 Regulatory Issues
 Workforce Planning
 Staffing
 Training and Development
 Managing Employee Performance
 Compensation and Benefits
 Health and Safety
 Summary

10 Technology and Facilities Management
Kathleen E. King, Northern Arizona University
Robert McMullin, East Stroudsburg University**

 Technology
 Facilities Management
 Summary

11 Law, Safety, and Security
Jane Ohlin, Florida State University
 Introduction
 Contract Law
 Employment Law
 Safety and Security
 Summary

PART THREE Traditional Hospitality Careers

12 Lodging Industry and Operations
Sherie Brezina, Florida Gulf Coast University
Michael D. Collins, Florida Gulf Coast University
Marcia Taylor, Florida Gulf Coast University**

 Three Business Foci Associated with the Hotel Industry
 Hotel Industry Segments
 Traditional Full-Service Hotel Operations
 Rooms Division
 Guest Services (Front Office)
 Revenue Management (Reservations)
 Housekeeping
 Food and Beverage (F&B) Division
 A Career in the Hotel Industry
 Summary

13 Foodservice Industry and Operations
Jim Taylor, University of Mississippi
Zach Weston, Florida State University**

 Introduction
 Commercial versus Non-Commercial Operations
 Support Industries
 Trends and Emerging Issues in Foodservice
 Professional Careers In Foodservice
 Restaurant Operations
 Management
 Restaurant Structure
 Introduction to the Culinary Profession
 Summary

14 Beverage Industry and Operations
Marissa Orlowski, University of Central Florida
Kirsten Tripodi, Sacred Heart University

 Introduction
 Beverage Industry Segments
 Managing Beverage Establishments
 Careers Paths in the Beverage Industry
 Summary

15 Club Industry and Operations
Richard J. Mills, Jr., Robert Morris University
Denis P. Rudd, Robert Morris University

 Introduction
 Fiscal Impact
 Modern Environment
**The authors are listed in alphabetical order.
Varieties of Clubs
 Club Employment
 Club Ownership
 Management Styles
 Technology
 Club Continuing Education
 Summary

16 Event Industry and Operations
Inna Soifer, University of Memphis
Premila Whitney, University of Central Florida

 Introduction to the Meeting, Convention, and Event Industry
 Types of Meetings and Events
 Special Event Production
 Trends in the Meeting, Convention, and Event Industry
 Careers in the Special Events Industry
 Summary

Optional Readings: Specialized Hospitality Careers

A Theme Parks and Attractions
Jeff Weinland, University of Central Florida
Scott Smith, University of South Carolina

 Introduction
 A Brief History of Amusement and Theme Parks
 The Future of Amusement and Theme Parks
 Is there a Difference between Theme Parks and Amusement Parks?
 Park Operations
 Summary

B Casinos
Chris Roberts, DePaul University
 Introduction
 Organization of the Casino
 Management and Casino Careers
 Gambling Outside of the Casino
 The Future of Gaming
 Summary

C Cruise Ships
Noel Criscione-Naylor, Stockton University
 Introduction to the Cruise Industry
 Key Players in the Cruise Industry
 Types of Cruise Categories
Types of Cruises
Ship Design and Organization
Cruise Destinations
Trends and Future of the Cruise Industry
Career Information
Summary

D Entertainment Management
Robert Macy, University of Central Florida
Ray Eddy, University of Central Florida

 What Is Entertainment?
Classifications of Entertainment
Career Areas in Entertainment Management
Trends in the Entertainment Industry
Summary

E Supply Chain Management
Barbara L. Callanan
Nassau Community College-State University of New York

 Introduction and Definition of Supply Chain Management (Scm)
Transparency, Strategies, and Logistics
Supplier Development: Importance of Collaboration and
Relationships
Technology and Procurement
Navigating Supply Chain Traceability and Risk Management
Building a Green Sustainable Supply Chain
Career Paths
Summary

F Transportation Careers within Hospitality
Janet Howes, University of St. Joseph
 Air Travel
Motor Coach Transportation
Automobiles
Livery Service
Rideshare Service
Travel by Rail
Cruise Ships
The Future of Transportation
Summary

G Spas and Fitness Centers
Brad Engeldinger, Sierra College
Suzanne Gibson, University of South Carolina Beaufort

 Wellness in Hospitality Settings
Spas and Fitness Centers Defined
 Similarities and Differences
 Evolution of Spas and Fitness Centers
 Types of Spas
 Types of Fitness Centers
 Career Paths
 Future Trends and Opportunities
 Trends to Watch
 Summary

H Sport and Recreation Management
Chris Brown, Kennesaw State University
Chris Cain, University of Nevada Las Vegas**

 Sport Management Overview
 Club and Golf Management Overview
 Recreation Management Overview
 Sport Event Management Overview
 Summary

I Destination Marketing and Management
Li Ming Chiang, East Stroudsburg University
Robert McMullin, East Stroudsburg University**

 Travel and Tourism
 Destination Marketing Organizations
 Convention and Visitors Bureaus Spotlight
 Specialty Areas
 Summary

J Senior Services Management
Denver E. Severt, University of Central Florida
 Introduction
 Structure of the Typical Senior Living Community
 Key Interviews
 Career Path
 Summary

K Healthcare Service Excellence
Stowe Shoemaker, University of Nevada Las Vegas
 Introduction
 Why the Healthcare Industry Is Looking for Hospitality Majors
 How and Why the Healthcare Industry and the Hospitality Industry Are Similar
 How to Use a Successful Hospitality Framework in Healthcare
 What Does All This Mean for You, the Student?
 Summary
**The authors are listed in alphabetical order.

L Management Consulting
Albert Barreda, Missouri State University
Yoshimasa Kageyama, Missouri State University

Phillip Lehane, Missouri State University
 Outlook
 Fields in Management Consulting
 Types of Consultants and Profile
 The Consulting Process
 Career Paths in Consulting
 Summary

M Real Estate
Albert Barreda, Missouri State University
Stephanie Hein, Missouri State University

Cindy Forde, Missouri State University
 Hospitality Real Estate Business
 Brief Overview
 The Importance of Planning
 The Market Elements
 Basic Financials and Economic Principles
 Management Aspects
 Career Opportunities
 Summary

N College and University Teaching
Linda Shea, University of Massachusetts Amherst
Laurie Salame, University of Massachusetts Amherst

 Introduction
 Growth in the Industry
 Growth in Hospitality and Tourism Education
 Hospitality and Tourism Educators’ Qualifications and Responsibilities
 International Opportunities
 Characteristics of Educators
 Compensation
 It’s More Than Money
 Professional Associations for Educators
 Summary

Glossary

Index

**The authors are listed in alphabetical order

Robert A Brymer

Robert A. Brymer, Ph.D., CHA, is the Director of the Dedman School of Hospitality, College of Business, at Florida State University, and the Cecil B. Day Professor of Lodging Management. He is nationally recognized in hotel management and education in the following ways:

  • Ranked 18th in hospitality research influence and 20th in hospitality research productivity worldwide
  • Certified Trainer in Stephen Covey's 7 Habits of Highly Effective People
  • Recognized in Harvard University's Profiles in Business & Management: An International Directory of Scholars and Their Research
  • Appointed to the White House Conference on Travel and Tourism
  • Stevenson Fletcher CHRIE Achievement Award
  • Van Nostrand Reinhold CHRIE Research Award
  • Elected a Fellow in the American Institute of Stress
  • Florida State University Teaching Award
  • Certified Hotel Administrator by the American Hotel & Lodging Association

Dr. Brymer has over 30 years of management, consulting, and education experience in the hotel industry. He has held management and supervisory positions with Hyatt Hotels, Westin Hotels, and Hospitality Management Corporation. In 2000, while on sabbatical from Florida State University, he worked for several months in daily operations at The Ritz-Carlton Hotel, in Sydney, Australia. His management seminars have been presented for more than 7000 managers in the hotel industry, including Four Seasons, Walt Disney World, Ritz-Carlton, Marriott, Hyatt, Hilton, Westin, Inter-Continental, and many five-star independent hotels and resorts.

Dr. Brymer earned his doctorate in Psychology from The University of Denver, where he specialized in executive and management psychology. He has an M.B.A. in Hotel, Restaurant, and Institutional Management from Michigan State University and a B.S.B.A. in Hotel and Restaurant Management from The University of Denver. He is one of the hotel industry's leading authorities in managerial and organizational psychology, and has conducted research in the areas of executive personality, leadership behavior, ethics, service excellence, and managerial stress.

Rhett Brymer

Rhett Brymer is the John Mee Endowed Assistant Professor of Management at the Farmer School of Business at Miami University in Oxford, Ohio. He completed his Ph.D. from Texas A&M University in the field of business strategy, his M.S. in instructional systems design and M.B.A. from Florida State University, and B.A. in chemistry from Kenyon College. His general research interest is in strategic human capital, specifically how firms manage their recruiting pipelines, their turnover, and their incentives for performance. Dr. Brymer has industry interests in beverage operations and teaches a course on the craft brewing industry. Prior to academia, he worked in hospitality operations in full and quick service restaurants and in catering/special events. Dr. Brymer also worked as a chemist in biotechnology, and as a human capital consultant. He has published in the Journal of Management, Strategic Organization, Academy of Management Education and Learning, and in MIT Sloan Sports Analytics, among other outlets.

Lisa N. Cain

Lisa Cain is an Associate Professor in the Chaplin School of Hospitality and Tourism Management at Florida International University, where she teaches both undergraduate and graduate level Hospitality Management courses, including Women in Hospitality Leadership, Global Issues and Marketing Management. Her teaching has earned her an FIU’s Top Scholar in Teaching Award in 2021. Dr. Cain currently serves as the President for the Southeast, Central and South American Federation of ICHRIE and serves as an Associate Editor for both the International Journal of Consumer Studies and International Hospitality Review. She has written two Introduction to Hospitality textbooks, co-authored three textbook chapters, and published over 40 peer-reviewed articles. Her research interests fall within the broad topics of organizational behavior and marketing, with an emphasis on understanding internal and external customer experiences. Specifically, she has published in the areas of work-life balance, substance abuse among hospitality workers, gender issues, technology, and loyalty in the hospitality industry. She continues to develop research in these topics.

Marissa Orlowski

Marissa Orlowski, PhD, is an Assistant Professor in the Rosen College of Hospitality Management at the University of Central Florida, where she also earned her PhD in Hospitality Management and a Doctoral Certificate in Advanced Quantitative Methodologies in Educational and Human Sciences. She completed her MBA with an emphasis in Management from the University of Colorado at Colorado Springs and her bachelor’s degree in Hospitality Management from Michigan State University. Dr. Orlowski’s academic career is preceded by over 15 years of restaurant, bar, and catering management experience in the hospitality industry with prominent brands such as Walt Disney World Parks & Resorts and The Cheesecake Factory, and she remains connected to the industry through continued involvement with professional associations such as the U.S. Bartender’s Guild, where she is active at both the local and national level. Dr. Orlowski currently teaches Beverage Management and Fine Spirits Management at the undergraduate level, and her research interests are also primarily focused on beverage and alcohol consumption, blending both consumer behavior and managerial/operational perspectives. She has published in various highly-ranked journals, including the International Journal of Hospitality Management, the International Journal of Contemporary Hospitality Management, and the Journal of Service Management, presented at numerous inter-national conferences, and serves as the Assistant Editor for the International Journal of Contemporary Hospitality Management.

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