Hospitality: An Introduction

Edition: 18

Copyright: 2023

Pages: 450

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ISBN 9798765760239

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*Features updated information related to Pandemics and other industry disruptions

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
Acknowledgements
About the Authors
Introduction: Welcome to Hospitality

PART ONE Hospitality Industry Foundations
1. Past, Present, and Future
Christian E. Hardigree, J.D., University of South Florida St. Petersburg
Christopher A. Brown, Ph.D. Metropolitan State University of Denver 
Overview 
What Are Tourism and Hospitality?
The History of Lodging
The History of Restaurants
Career Options for Future Hospitality and Tourism Professionals
Trends in Hospitality and Tourism
What Does This Mean for You?
Ripped from the Headlines (current topic)
Summary
Endnotes  
References
2. Business Models, Trade Associations, and Rating Systems
Radesh Palakurthi, Ph.D., M.B.A., The University of Memphis 
The Three Main Stakeholders in the Hotel Industry 
The Evolution of Ownership Structures and Business Models
Franchise Hotels and Hotel Chain Operations
Hybrid Hotels Business Models: The Entrance of Short-term Rental Into the Hotel Industry 
Small Hotel Brands
Summary 
Internet Resources 
References
3. Service Excellence and Skills
Chris Woodru, 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 
Guest Service Is Transferrable Across All Industries 
Summary
Internet Resources
4. Sustainability and Regeneration  
Markus Schuckert, University of New Hampshire 
Sustainability, Regeneration, and Related Concepts
Pillars of Sustainability and the Sustainable Development Goals (SDGs)
Translating the SDGs Into the Hospitality Industry
Sustainability Along the Hospitality Value Chain
Initiatives by the Industry and the Challenges Ahead
Future Career Options at the Intersection of Hospitality and Sustainability
Summary
Internet Resources 
Endnotes
References
5. Career Expectations and Realities 
Nicole B. Gaillard, Auburn University 
Introduction
Career Opportunities
A Road Map for Success
The Job Search   
Knowledge in Action
Avoiding Common Pitfalls
Ripped From the Headlines 
Industry Leader Prole: Keisha Echols 
Summary  
Endnotes
References

PART TWO Hospitality Management
6. Leadership and Ethics
Dr. Richard J. Mills Jr., Robert Morris University 
Dr. Denis P. Rudd, Robert Morris University 
Hospitality and Tourism Management Perspectives
Leadership, Communications, and Hospitality Operations 
Future Concerns for Hospitality and Tourism Management
Summary
Internet Resources 
References
7. Marketing  
Catherine Curtis, Florida Gulf Coast 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
Internet Resources
Endnotes
References
8. Managing Revenue and Expenses  
Liza M. Cobos, Missouri State University 
Revenue Management Overview
The Lodging Industry 
The Restaurant Industry
Controlling Expenses
Summary
Internet Resources 
References
9. Human Resources 
Alison J. Green, University of West Florida 
Bobbie Barnes, University of Nevada, Las Vegas 
Human Resources
Laws Impacting Human Resources 
HRM in the Hospitality Workforce
Employee Life Cycle
Summary 
Internet Resources 
Endnote
References
10. Technology and Facilities  
Kathleen E. King, Northern Arizona University 
Robert McMullin, East Stroudsburg University 
Introduction
The Property  Management System
The Point-of-Sale System
Technology Expectations of Hospitality Guests
Challenges of Technology in the Hospitality Industry
Trends in Hospitality Technology
Facilities Management
Summary
Internet Resources
References
11. Law, Safety, and Security 
Jane Ohlin, Florida State University 
Brian Avery, University of Florida 
Introduction
Contract Law
Employment Law
Safety and Security
Summary 
Internet Resources 
References

PART THREE Traditional Hospitality Careers
12. Lodging Industry and Operations 
Michael D. Collins, Ph.D., Florida Gulf Coast University 
Three (3) Business Foci
Hotel Industry Segments
Traditional, Full-Service Hotel Operations
A Career in the Hotel Industry
Summary
Internet Resources 
References
13. Foodservice Industry and Operations 
Tanya Ruetzler, University of Mississippi 
Jim Taylor, University of Mississippi 
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
Internet Resources
References
14. Beverage Industry and Operations 
Marissa Orlowski, MV Hospitality Solutions, LLC 
Introduction
Beverage Industry Segments
Managing Beverage Establishments 
Career Paths in the  Beverage Industry
Summary
References
15. Club Industry and Operations 
Richard J. Mills, Jr., Robert Morris University 
Denis P. Rudd, Robert Morris University 
Introduction
Fiscal Impact
COVID-19 Pandemic Impact
Modern Environment 
Varieties of Clubs
Club Employment
Club Ownership
Management Styles
Technology 
Club Continuing Education 
Summary
Internet Resources 
References
16. Event Industry and Operations  
Michael Sprinkle, M.S., Lecturer, Indiana University Purdue University-Indianapolis 
Amanda Cecil, PhD., Professor, Indiana University Purdue University-Indianapolis 
Introduction to the Event Industry
Types and Purposes of Events
Event Production
Trends in the Event Industry
Careers and Certification in the events industry
Summary
Acknowledgments
References

Optional Readings: Specialized Hospitality Careers
A. Theme Parks and Attractions 
Andrew Walls, San Francisco State University 
Introduction
Commercial Attractions
Cultural and Heritage Attractions
Recreation
Casino and Gaming Entertainment
Shopping
Live Entertainment
Summary
Internet Resources 
Endnotes
References
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
Internet Resources
References
C. Cruise Ships 
Noel Criscione-Naylor, Stockton University 
Introduction to the Cruise Industry
Types of Cruise Categories
Ship Design and Organization
Cruise Destinations
Trends and Future of the Cruise Industry
Career Information 
Summary 
Internet Resources 
Endnotes
References
D. Entertainment Management
Ray Eddy, University of Central Florida 
Robert Macy, University of Nebraska at Kearney 
Introduction: What Is Entertainment?
Career Areas in Entertainment Management
Trends in the Entertainment Industry
Summary
Internet Resources 
References
E. Supply Chain Management
Libby Lewis, Florida State University 
Introduction to the Supply Chain
How Does a Supply Chain Work?
Supply Chain Management
Supply Chain Strategies 
Supply Chain Sustainability
Current Issues in the Supply Chain
An Increase in Regulations
Career Paths
Summary
References
F. Transportation  
Janet M. Howes, University of Saint Joseph 
Overview of Topic
Air Travel
Motor Coach Transportation
Automobiles
Livery Service
Rideshare Service
Travel by Rail
Cruise Ships 
The Future of Transportation
Career Options 
Ripped From the Headlines: Effect of Coronavirus on Transportation Industry
Summary
Internet Resources
Endnotes 
References
G. Wellness, Spas and Fitness Centers
Su Gibson, University of South Carolina Beaufort  
Brad Engeldinger, Sierra College 
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 
Internet Resources 
Endnotes
References
H. Sport and Recreation Management 
Chris Brown, Metropolitan State University of Denver 
Chris Cain, University of Nevada Las Vegas 
Sport Management Overview
Club and Golf Management Overview
Recreation Management Overview
Sport Event Management Overview
Summary
Internet Resources 
Endnotes 
References
I. Destination Marketing and Management 
Stanley Chiang, East Stroudsburg University 
Travel and Tourism
Destination Marketing Organizations
Convention and Visitors Bureaus Spotlight
Specialty Areas
Summary 
Internet Resources 
Endnotes 
References
J. Senior Services Management 
Annemarie Turpin, The Ohio State University 
Introduction
Hospitality in Senior Living 
Career Paths
Summary
Internet Resources
End Notes
References
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?
Types of Services 
Customer Experiences 
Customer/Patient Satisfaction
The Service Encounter
How to Use a Successful Hospitality Framework in Healthcare
What Does All This Mean for You, the Student? 
Summary
Internet references
Endnote
References
L. Management Consulting 
Tierney Orfgen McCleary, Eastern Michigan University 
Introduction
Consulting Skill Requirements 
Management Consulting
The Management Consulting Process
Career Paths in Consulting 
Summary 
Internet Resources
References
M. Real Estate and Asset Management 
Leonard Jackson, Kennesaw State University 
Introduction
Real Estate Industry Organization and Interactions with the Hospitality Industry
Hospitality Real Estate Development Process
Hotel Asset Management
Hotel Asset Management Components
Real Estate Functions and Career Opportunities
Summary
Internet Resource
End Note
References
N. College and University Teaching and Research
Linda Shea, University of Massachusetts Amherst 
Chris Roberts, DePaul University 
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 
Internet Resources
Endnotes
References

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.

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.

Premila Whitney

Dr. Premila Whitney is a full-time instructor in Florida Gulf Coast University’s Lutgert College of Business. She earned an Ed.D. in general education from Northcentral University, a master’s degree in human resource management from Webster University, and a bachelor’s degree in business administration with an emphasis in hospitality management from the University of Central Florida. 

Before entering academia, Whitney logged over 15 years in the hospitality industry working for companies including Walt Disney World, Visit Orlando, and SeaWorld Orlando. She remains active in the industry with a membership in Meeting Professionals International (MPI). In addition to her formal degrees, she is also a Certified Meeting Professional (CMP) and a Certified Hospitality Educator (CHE). She has presented at many domestic and international conferences on topics relevant to the meeting and event industry. 

Dr. Whitney currently teaches general hospitality and advanced event management courses in the Resort and Hospitality Administration program at FGCU. 

*Features updated information related to Pandemics and other industry disruptions

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
Acknowledgements
About the Authors
Introduction: Welcome to Hospitality

PART ONE Hospitality Industry Foundations
1. Past, Present, and Future
Christian E. Hardigree, J.D., University of South Florida St. Petersburg
Christopher A. Brown, Ph.D. Metropolitan State University of Denver 
Overview 
What Are Tourism and Hospitality?
The History of Lodging
The History of Restaurants
Career Options for Future Hospitality and Tourism Professionals
Trends in Hospitality and Tourism
What Does This Mean for You?
Ripped from the Headlines (current topic)
Summary
Endnotes  
References
2. Business Models, Trade Associations, and Rating Systems
Radesh Palakurthi, Ph.D., M.B.A., The University of Memphis 
The Three Main Stakeholders in the Hotel Industry 
The Evolution of Ownership Structures and Business Models
Franchise Hotels and Hotel Chain Operations
Hybrid Hotels Business Models: The Entrance of Short-term Rental Into the Hotel Industry 
Small Hotel Brands
Summary 
Internet Resources 
References
3. Service Excellence and Skills
Chris Woodru, 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 
Guest Service Is Transferrable Across All Industries 
Summary
Internet Resources
4. Sustainability and Regeneration  
Markus Schuckert, University of New Hampshire 
Sustainability, Regeneration, and Related Concepts
Pillars of Sustainability and the Sustainable Development Goals (SDGs)
Translating the SDGs Into the Hospitality Industry
Sustainability Along the Hospitality Value Chain
Initiatives by the Industry and the Challenges Ahead
Future Career Options at the Intersection of Hospitality and Sustainability
Summary
Internet Resources 
Endnotes
References
5. Career Expectations and Realities 
Nicole B. Gaillard, Auburn University 
Introduction
Career Opportunities
A Road Map for Success
The Job Search   
Knowledge in Action
Avoiding Common Pitfalls
Ripped From the Headlines 
Industry Leader Prole: Keisha Echols 
Summary  
Endnotes
References

PART TWO Hospitality Management
6. Leadership and Ethics
Dr. Richard J. Mills Jr., Robert Morris University 
Dr. Denis P. Rudd, Robert Morris University 
Hospitality and Tourism Management Perspectives
Leadership, Communications, and Hospitality Operations 
Future Concerns for Hospitality and Tourism Management
Summary
Internet Resources 
References
7. Marketing  
Catherine Curtis, Florida Gulf Coast 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
Internet Resources
Endnotes
References
8. Managing Revenue and Expenses  
Liza M. Cobos, Missouri State University 
Revenue Management Overview
The Lodging Industry 
The Restaurant Industry
Controlling Expenses
Summary
Internet Resources 
References
9. Human Resources 
Alison J. Green, University of West Florida 
Bobbie Barnes, University of Nevada, Las Vegas 
Human Resources
Laws Impacting Human Resources 
HRM in the Hospitality Workforce
Employee Life Cycle
Summary 
Internet Resources 
Endnote
References
10. Technology and Facilities  
Kathleen E. King, Northern Arizona University 
Robert McMullin, East Stroudsburg University 
Introduction
The Property  Management System
The Point-of-Sale System
Technology Expectations of Hospitality Guests
Challenges of Technology in the Hospitality Industry
Trends in Hospitality Technology
Facilities Management
Summary
Internet Resources
References
11. Law, Safety, and Security 
Jane Ohlin, Florida State University 
Brian Avery, University of Florida 
Introduction
Contract Law
Employment Law
Safety and Security
Summary 
Internet Resources 
References

PART THREE Traditional Hospitality Careers
12. Lodging Industry and Operations 
Michael D. Collins, Ph.D., Florida Gulf Coast University 
Three (3) Business Foci
Hotel Industry Segments
Traditional, Full-Service Hotel Operations
A Career in the Hotel Industry
Summary
Internet Resources 
References
13. Foodservice Industry and Operations 
Tanya Ruetzler, University of Mississippi 
Jim Taylor, University of Mississippi 
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
Internet Resources
References
14. Beverage Industry and Operations 
Marissa Orlowski, MV Hospitality Solutions, LLC 
Introduction
Beverage Industry Segments
Managing Beverage Establishments 
Career Paths in the  Beverage Industry
Summary
References
15. Club Industry and Operations 
Richard J. Mills, Jr., Robert Morris University 
Denis P. Rudd, Robert Morris University 
Introduction
Fiscal Impact
COVID-19 Pandemic Impact
Modern Environment 
Varieties of Clubs
Club Employment
Club Ownership
Management Styles
Technology 
Club Continuing Education 
Summary
Internet Resources 
References
16. Event Industry and Operations  
Michael Sprinkle, M.S., Lecturer, Indiana University Purdue University-Indianapolis 
Amanda Cecil, PhD., Professor, Indiana University Purdue University-Indianapolis 
Introduction to the Event Industry
Types and Purposes of Events
Event Production
Trends in the Event Industry
Careers and Certification in the events industry
Summary
Acknowledgments
References

Optional Readings: Specialized Hospitality Careers
A. Theme Parks and Attractions 
Andrew Walls, San Francisco State University 
Introduction
Commercial Attractions
Cultural and Heritage Attractions
Recreation
Casino and Gaming Entertainment
Shopping
Live Entertainment
Summary
Internet Resources 
Endnotes
References
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
Internet Resources
References
C. Cruise Ships 
Noel Criscione-Naylor, Stockton University 
Introduction to the Cruise Industry
Types of Cruise Categories
Ship Design and Organization
Cruise Destinations
Trends and Future of the Cruise Industry
Career Information 
Summary 
Internet Resources 
Endnotes
References
D. Entertainment Management
Ray Eddy, University of Central Florida 
Robert Macy, University of Nebraska at Kearney 
Introduction: What Is Entertainment?
Career Areas in Entertainment Management
Trends in the Entertainment Industry
Summary
Internet Resources 
References
E. Supply Chain Management
Libby Lewis, Florida State University 
Introduction to the Supply Chain
How Does a Supply Chain Work?
Supply Chain Management
Supply Chain Strategies 
Supply Chain Sustainability
Current Issues in the Supply Chain
An Increase in Regulations
Career Paths
Summary
References
F. Transportation  
Janet M. Howes, University of Saint Joseph 
Overview of Topic
Air Travel
Motor Coach Transportation
Automobiles
Livery Service
Rideshare Service
Travel by Rail
Cruise Ships 
The Future of Transportation
Career Options 
Ripped From the Headlines: Effect of Coronavirus on Transportation Industry
Summary
Internet Resources
Endnotes 
References
G. Wellness, Spas and Fitness Centers
Su Gibson, University of South Carolina Beaufort  
Brad Engeldinger, Sierra College 
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 
Internet Resources 
Endnotes
References
H. Sport and Recreation Management 
Chris Brown, Metropolitan State University of Denver 
Chris Cain, University of Nevada Las Vegas 
Sport Management Overview
Club and Golf Management Overview
Recreation Management Overview
Sport Event Management Overview
Summary
Internet Resources 
Endnotes 
References
I. Destination Marketing and Management 
Stanley Chiang, East Stroudsburg University 
Travel and Tourism
Destination Marketing Organizations
Convention and Visitors Bureaus Spotlight
Specialty Areas
Summary 
Internet Resources 
Endnotes 
References
J. Senior Services Management 
Annemarie Turpin, The Ohio State University 
Introduction
Hospitality in Senior Living 
Career Paths
Summary
Internet Resources
End Notes
References
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?
Types of Services 
Customer Experiences 
Customer/Patient Satisfaction
The Service Encounter
How to Use a Successful Hospitality Framework in Healthcare
What Does All This Mean for You, the Student? 
Summary
Internet references
Endnote
References
L. Management Consulting 
Tierney Orfgen McCleary, Eastern Michigan University 
Introduction
Consulting Skill Requirements 
Management Consulting
The Management Consulting Process
Career Paths in Consulting 
Summary 
Internet Resources
References
M. Real Estate and Asset Management 
Leonard Jackson, Kennesaw State University 
Introduction
Real Estate Industry Organization and Interactions with the Hospitality Industry
Hospitality Real Estate Development Process
Hotel Asset Management
Hotel Asset Management Components
Real Estate Functions and Career Opportunities
Summary
Internet Resource
End Note
References
N. College and University Teaching and Research
Linda Shea, University of Massachusetts Amherst 
Chris Roberts, DePaul University 
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 
Internet Resources
Endnotes
References

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.

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.

Premila Whitney

Dr. Premila Whitney is a full-time instructor in Florida Gulf Coast University’s Lutgert College of Business. She earned an Ed.D. in general education from Northcentral University, a master’s degree in human resource management from Webster University, and a bachelor’s degree in business administration with an emphasis in hospitality management from the University of Central Florida. 

Before entering academia, Whitney logged over 15 years in the hospitality industry working for companies including Walt Disney World, Visit Orlando, and SeaWorld Orlando. She remains active in the industry with a membership in Meeting Professionals International (MPI). In addition to her formal degrees, she is also a Certified Meeting Professional (CMP) and a Certified Hospitality Educator (CHE). She has presented at many domestic and international conferences on topics relevant to the meeting and event industry. 

Dr. Whitney currently teaches general hospitality and advanced event management courses in the Resort and Hospitality Administration program at FGCU.