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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

Christian Hardigree, Kennesaw State University

Michael Oshins, 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

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 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

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

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

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

Ray Eddy, University of Central Florida

Robert Macy, 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 of Pennsylvania

Robert Mcmullin, East Stroudsburg University of Pennsylvania

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

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

Cindy Forde, Missouri State University

Stephanie Hein, 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 J. 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

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

Dr. Lisa Cain is an Assistant Professor in Florida International University’s Chaplin School of Hospitality and Tourism Management. She earned her PhD from the University of Nevada, Las Vegas, in Hospitality Administration, master’s degree from Florida International University in Hospitality Management, and bachelor’s degree from Smith College in English Language and Literature. She also spent a year studying at Oxford University in England. She currently teaches marketing management, and globalization and competitive methods in the hospitality industry and has previously taught organizational behavior; restaurant management and operations; and leadership, management, and ethics. Dr. Cain’s research interests fall within the broad topics of organizational behavior and marketing with an emphasis on understanding internal and external customer behavior. Specifically, she has studied work–life balance for executive chefs, substance abuse among hospitality workers, and loyalty in the hospitality industry. She continues to develop research in these topics as well as in the emerging topics of robotics and co-creation in hospitality.

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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