JOHN R. WALKERMcKibbon Professor Emeritus of Hotel and Restaurant ManagementUniversity of South Florida Sarasota—Manatee and Fulbright Senior Specialist330 Hudson Street, NY, NY 10013A01 WALK4919 04 SE FM.indd 106/11/17 9:45 PM
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To Josielyn, Christopher, and SelinaMy love, joy, and inspirationA01 WALK4919 04 SE FM.indd 306/11/17 9:45 PM
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B RIEF CONTENTSChapter 1Hospitality SpiritChapter 2Tourism26Chapter 3Lodging53Chapter 4Lodging OperationsChapter 5CruisingChapter 6RestaurantsChapter 7Restaurant OperationsChapter 8Managed ServicesChapter 9BeveragesChapter 10 Clubs17296113129149170194Chapter 11 Theme Parks and AttractionsChapter 12 Gaming Entertainment209224Chapter 13 Meetings, Conventions, and ExpositionsChapter 14 Event Management238258Brief Contents vA01 WALK4919 04 SE FM.indd 506/11/17 9:45 PM
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C ONTENTSTo the Student xvPreface xviiiAcknowledgments xxAbout the Author xxiSummary 23Key Words and Concepts 24Review Questions 24Internet Exercises 24Apply Your Knowledge 24Suggested Activity 24Endnotes 25Chapter 1HOSPITALITY SPIRIT 1Welcome to You, the Future Hospitality IndustryLeaders! 2The Pineapple Tradition 3The Interrelated Nature of Hospitalityand Tourism 3Characteristics of the Hospitality Industry 5Diversity and Inclusion 6Ethics 9Focus on Service 10Perfecting Service 11Determining Your Career Path 19Career Goals 19Self-Assessment and Personal Philosophy 22Your Career in the Hospitality Industry 21Trends in Hospitality 22Case Study 23Career Information 23Chapter 2TOURISM 26The Nature of Tourism 27Tourism: A Source of Revenue and Employment 28The Economic Impact of Tourism 30The Multiplier Effect 30Methods of Tourist Travel 31The Hub-and-Spoke System 32Rail, Automobile, and Coach Travel 32Tourism Organizations 35International Organizations 35Domestic Organizations 37Promoters of Tourism 38Contents Tour Operators 38Travel Agencies 39Travel Corporations 39National Offices of Tourism (NOT) 40Destination Management Companies (DMCs) 40viiA01 WALK4919 04 SE FM.indd 706/11/17 9:45 PM
Types of Travel 41Pleasure Travel 41Business Travel 42The Social and Cultural Impacts of Tourism 43Sustainable Tourism and Ecotourism 44Cultural Tourism 46Heritage and Nature Tourism 47Trends in Tourism 49Case Study 49Career Information 50Summary 50Key Words and Concepts 51Review Questions 51Internet Exercises 51Apply Your Knowledge 52Suggested Activity 52Endnotes 52Extended-Stay Hotels 61All-Suite Extended-Stay Hotels 61Airbnb and VRBO 62Condotels 62Mixed-Use Hotel Development 62Bed and Breakfast Inns 62Resort Hotels 62Vacation Ownership 63Best, Biggest, and Most Unusual Hotelsand Chains 65The Best Hotel Chains 65The Most Unusual Hotels 65International and Environmental Perspectives 65The China Market 66Green Lodging 67How Fairmont Promises to Fight Climate Change 67Climate Change Impacts the Bottom Line 67Examples of Fairmont’s Best Practice 68Commitments and Plans 68Case Study 69Trends in Hotel Development 69Career Information 70Summary 70Key Words and Concepts 71Review Questions 71Internet Exercises 71Apply Your Knowledge 71Suggested Activity 71Endnotes 71Chapter 3LODGING 53Hotel Development 54Franchising 54Management Contracts 56Real Estate Investment Trust (REIT) 57Rating and Classification of Hotels 57 ContentsCity Center and Suburban Hotels 58Airport Hotels 60Freeway and Interstate Hotels and Motels 60Casino Hotels 60Conference and Convention Hotels 60Full-Service Hotels 61Economy/Budget Hotels 61Chapter 4LODGING OPERATIONS 72Functions and Departments of a Hotel 73Early Inns 73viiiA01 WALK4919 04 SE FM.indd 806/11/17 9:45 PM
General Manager and Executive Committee 73General Manager 73Management Structure 74The Executive Committee 74Rooms Division 74Front Office 74Reservations 78Communications CBX or PBX 78Guest �81Security/Loss Prevention 82Food and Beverage Division 83Food and Beverage Management 83Kitchen 84Hotel Restaurants 84Bars 84Stewarding Department 84Catering Department 85Room Service/In-Room Dining 87Property Management Systems and RevenueManagement 87Property Management Systems 87Revenue Management 87Sustainable Lodging Operations 88Energy Star 90Green Seal 90Recycled Content 90Hotel Recycling 90Water Conservation 90Bathroom est Shuttle 90Guest Bikes 90Coffee Shop 90Greening the Guestroom 91Trends in Lodging Operations 91Case Study 92Career Information 92Summary 93Key Words and Concepts 94Review Questions 94Internet Exercises 94Apply Your Knowledge 94Suggested Activity 95Endnotes 95Chapter 5CRUISING 96Cruise Industry Development 97The First Cruise Ships 97Cruising Today 98Key Players in the Cruise Industry 98The Cruise Market 99Types of Cruise Markets 99Types of Cruises 101Regional Cruises 101Coastal Cruises 101River Cruises 101Barges 101Steam Boating 102Expeditions and Natural Cruises 102Adventure Cruises 102Sail-Cruises 102World Cruises 102Crossings 102Specialty and Theme Cruises 102Deluxe Cruising 103All Aboard—Organization of the Cruise Ship 104Cruise Destinations 105Trends in the Cruise Industry 108Case Study 109Career Information 109Summary 110Key Words and Concepts 111Review Questions 111Internet Exercises 112Apply Your Knowledge 112Suggested Activities 112Endnotes 112ContentsixA01 WALK4919 04 SE FM.indd 906/11/17 9:45 PM
Chapter 6Chapter 7RESTAURANTS 113RESTAURANT OPERATIONS 129Restaurants 114Restaurant Manager Job Analysis 130Classification of Restaurants 115Fine Dining 116Theme Restaurants 117Celebrity Restaurants 117Steakhouses 117Casual Dining 118Family Restaurants 119Quick-Service/Fast-Food 21Chicken 121Sandwich Restaurants 122Delivery Services 122Food Trends and Practices 123Green Restaurant Certification 4.0 Standards 124Trends in the Restaurant Business 124Case Study 125Career Information 125Summary 127Key Words and Concepts 127Review Questions 127Internet Exercises 127Apply Your Knowledge 128Suggested Activities 128Front of the House 132Restaurant Forecasting 133Point of Sale and Software Systems 134Service 134Suggestive Selling 136Back of the House 136Food Production 136Kitchen/Food Production 137Management Involvement and Follow-Up suing 141Cost Control 141Food and Beverage Cost Percentages 143Labor Cost Control 143Case Study 146Career Information 146Trends in Restaurant Operations 147Summary 147Key Words and Concepts 147Review Questions 148Internet Exercises 148Apply Your Knowledge 148Suggested es 128Human Resource Management 130Financial Management 131Administrative Management 131Operations Management 131xA01 WALK4919 04 SE FM.indd 1006/11/17 9:45 PM
Chapter 8Chapter 9MANAGED SERVICES 149BEVERAGES 170Introduction to Managed Services 150Wines 171Responsibilities in Managed Services nes and Airports 153In-Flight 156Elementary and Secondary Schools 156Colleges and Universities 157Health Care Facilities 160Seniors 162Business and Industry 163Leisure and Recreation 164Stadium Points of Service 164Other Facilities 164Advantages and Disadvantages 165Trends in Managed Services 165Case Study 166Career Information 167Summary 168Key Words and Concepts 168Review Questions 169Internet Exercises 169Apply Your Knowledge 169Suggested Activity 169Endnotes 169Wine Classification 171The History of Wine 172The Making of Wine 172Pairing Wine with Food 173Wine Apps 175Case Study 176Major Wine-Producing Countries 176Beer 177The Brewing Process 178Spirits 180Whiskies 181White Spirits 181Other Spirits 181Cocktails 182Nonalcoholic Beverages 183Nonalcoholic Beer 183Coffee 183Case Study 184Sustainable Coffee 185Tea 185Carbonated Soft Drinks 186Juices 186Power Drinks 186Bottled Water 186Types of Bars 187Restaurant and Hotel Bars s Bars 188Coffee Shops 188ContentsxiA01 WALK4919 04 SE FM.indd 1106/11/17 9:45 PM
Liquor Liability and the Law 189Highway Deaths and Alcohol 189TIPS (Training for Intervention Procedures) 190Trends in the Beverage Industry 190Case Study 190Career Information 190Summary 191Key Words and Concepts 192Review Questions 193Internet Exercises 193Apply Your Knowledge 193Suggested Activity 193Endnotes 193Apply Your Knowledge 208Suggested Activities 208Endnotes 208Chapter 11THEME PARKS ANDATTRACTIONS 209Theme Parks 210The Development of Theme Parks 210Size and Scope of the Theme Park Industry 210Key Players in the Theme Park Industry 210Regional Theme Parks 214Chapter 10CLUBS 194Development of Clubs 195Size and Scope of the Club Industry 195Types of Clubs 195Key Players in the Club Industry 197Club Management 198Club Management Structure 199Club Food and Beverage Management 201The Golf Professional 204The Golf Shop 205Trends in Club Management 205Case Study 205Career Information 205Summary 207Key Words and Concepts 207Review Questions 207Oktoberfest 218The Carnival in Rio de Janeiro, Brazil 218Reggae on the River 218Mardi Gras 219Grand Ole Opry 219Employment 219Trends in the Theme Park Industry 221Case Study 221Career Information 221Summary 222Key Words and Concepts 222Review Questions 222Internet Exercises 222Apply Your Knowledge 222Suggested Activity 222Endnotes 223 ContentsInternet Exercises 207Theme Park Management 216Fairs, Festivals, and Events 218xiiA01 WALK4919 04 SE FM.indd 1206/11/17 9:45 PM
Chapter 12Chapter 13GAMING ENTERTAINMENT 224MEETINGS, CONVENTIONS,AND EXPOSITIONS 238Gaming Entertainment 225Historical Review of Gaming Entertainment 227Native American Gaming 228The Casino Resort: A Hospitality Buffet 228What Is Gambling? 228Comps: A Usual Part of an Unusual Business 230Types of Casino Operations 230Size and Scope of Gaming Entertainment 230Key Players in the Industry 231Sustainable Casinos 231Positions in Gaming Entertainment 233Hotel Operations 233Food and Beverage Operations 233Casino Operations 233Retail Operations 234Entertainment Operations 234Trends in the Gaming Entertainment Industry 234Case Study 234Career Information 235Summary 236Key Words and Concepts 237Review Questions 237Internet Exercises 237Apply Your Knowledge 237Suggested Activity 237Endnotes 237The Meetings, Conventions, and ze and Scope of the Industry 239Key Players in the Industry 239Types of Meetings, Conventions, n Meetings 244Conventions and Expositions 245Other Types of Meetings 245Meeting Planning 249Needs Analysis 249Budget 249Request for Proposal “RFQ” and SiteInspection and Selection 249Negotiation with the Convention Center or Hotel 250Contracts 250Organizing Pre-Conference Meetings 250Venues for Meetings, Conventions,and Expositions 252City Centers 252Convention Centers 252Conference Centers 252Hotels and Resorts 252Cruise Ships 252Colleges and Universities 253ContentsxiiiA01 WALK4919 04 SE FM.indd 1306/11/17 9:45 PM
Trends in Meetings, Conventions, and Expositions 253Case Study 253Career Information 254Summary 255Key Words and Concepts 256Review Questions 256Internet Exercises 256Apply Your Knowledge 257Suggested Activity 257Endnotes 257Social Events 264Fairs and Festivals 264Concerts and Sporting Events 265Mega Events 265Required Skills and Abilities for Event Management 266Leadership Skills 267Ability to Communicate with Other Departments 267Project Management Skills 267Negotiating Skills 268Coordinating and Delegating Skills 268Budgeting Skills 268Ability to Multitask 268Enthusiasm 269Effective Social Skills 269Ability to Form Contacts 269Wedding Planning 269Case Study 270Special Event Organizations 271International Festivals & Events Association 271Meeting Planners International 271Local Convention and Visitors Bureaus 271The Special Event Job Market 272Trends in the Special Event Industry 273Case Study 273Career Information 274Summary 274Chapter 14Key Words and Concepts 274EVENT MANAGEMENT 258Review Questions 275Special Events 259What Event Planners Do 259Event Management 260Challenges for Event Planners and Managers 262Classifications of Special Events 262Apply Your Knowledge 275Suggested 6Index 286 ContentsCorporate Events 263Association Events 263Charity Balls and Fund-Raising Events 264Internet Exercises 275xivA01 WALK4919 04 SE FM.indd 1406/11/17 9:45 PM
TO THE STUDENTDear Future Hospitality Professional,This textbook is written to empower you and help you on your way to becoming a future leader ofthis great industry. Exploring the Hospitality Industry will give you an overview of the world’s largestand fastest-growing industry groupings. Each chapter contains information about the various hospitality segments, the many different areas of career opportunities and career paths, as well as profilesof industry practitioners and leaders.Read the BookRead and study the text, including the profiles, boxes, Check Your Knowledge questions, industryprofessionals’ advice, career advice, and review questions, and discuss and debate the case studies. Use the many tools throughout this textbook—including bolded key words and concepts andglossary of terms—to facilitate your reading and understanding of the concepts. You will be amazedat how much more you get out of class by preparing ahead of time.Success in the ClassroomFaculty say that the best students are those who come to class prepared. We know that as a hospitality student, you have many demands on your time—work, a heavy course load, family commitments, and, yes, fun—plus a lot of reading and studying for your other courses. With this in mind,we tried to make this book as visually appealing, easy, and engaging to read as possible—andenjoyable, too.Wishing you success in your studies and career.Sincerely,John R. WalkerTake some time to review the book’s features and tools as described on the following pages; theywill facilitate your reading and understanding of the concepts and introduce you to the exciting opportunities in the many, varied segments of the hospitality industry. xvA01 WALK4919 04 SE FM.indd 1506/11/17 9:45 PM
CAREERSManaged Services Career Path Assistant foodservice director: Salary range of 32,000to 39,000 plus benefits, which can be about 30 percentof salary and include a pension plan. If you already haveexperience in a variety of foodservice oodserviceDirectorGeneralManagerariadna de raadt/ShutterstockCareer InformationManagement careers in the field of managed services offercollege graduates a vast array of opportunities. A tremendous advantage to this type of career is that as a manager,you have more control over your time because of thestructured nature of the environment. Airlines, schools, andhealth care foodservice, as well as college and university dining, usually work on a set schedule that is based on a menurotation. There are no late nights unless you are supervisinga catering event or special function. Within the educationalenvironment, summers and school breaks allow managerstime to get caught up on projects and/or take vacations.If you are looking for a managed services career, theseareas offer a rare opportunity for a quality of life that is oftennot available in foodservice. One drawback to this type ofcareer is that there is often little or no interpersonal relationships with your customers. Reduced customer contactmeans that there is often limited recognition and acknowledgment by patrons.Military dining operations can offer a more restaurant orclub-oriented career path. Working as a civilian for the military means competitive salaries, excellent benefits, and theopportunity to travel.Business and industry dining is the most diverse careersegment of institutional foodservice. It draws from allaspects of the industry. Hours are usually longer but stilldefined, and there is a greater potential for bonuses andadvancement.Institutional foodservice is enjoying unprecedentedgrowth as a multibillion dollar industry. It has expanded toinclude services outside the hospitality industry, such asgroundskeeping, maintenance, janitorial services, and vending machine sales. Figure 8–4 illustrates a possible careerpath in managed services.“Health care foodservice is very laborintensive, with labor accounting for about55 to 66 percent of operating dollars.”it is possible to gain this type of position upon graduation.It is possible that you would move to a larger operationor a different type of account to broaden your experienceand knowledge before moving up to the next level. Foodservice director: 40,000 to 60,000 plus benefits. It is likely that you would begin at one accountand then move to a larger one after a few years. General manager: 60,000 to 80,000 plus benefits.After spending a few years at one location it is likelythat you would move to another, possibly larger one.For example, you may be GM of a 4 million accountand go to a 10 million account.Career InformationThis feature describes career opportunities, and thechapter will help students develop skills and understandthe realities of careers in each segment of the hospitalityindustry. District manager: 85,000 to 100,000 plus benefits.The district manager is responsible for several accounts; other responsibilities include making proposalsto gain new accounts and negotiating contracts areer Paths Explore potential career paths within each chaptersuch as the travel industry, hotel management,food service management, and more.xviA01 WALK4919 04 SE FM.indd 1606/11/17 9:45 PM
USE THE RESOURCES ACCOMPANYING THIS BOOKREVEL for Exploring the Hospitality Industry offers an immer- resources, and synchronize REVEL grades with the LMS grade-sive learning experience that engages students deeply, whilebook. New direct, single sign-on provides access to all the im-giving them the flexibility to learn their way. Media interactivesmersive REVEL content that fosters student engagement.and assessments integrated directly within the narrative enablestudents to delve into key concepts and reflect on their learningwithout breaking stride.The REVEL AppThe REVEL App further empowers students to access theirREVEL seamlessly combines the full content of Exploring thecourse materials wherever and whenever they want. WithHospitality Industry with multimedia learning tools. You assignthe REVEL App, students can access REVEL directly fromthe topics your students cover. Videos, application exercises,their tablet or mobile device, offline and online. Remindersand short quizzes engage students and enhance their under-and notifications can be set so you never miss a deadline.standing of core topics as they progress through the content.Work done on the REVEL app syncs up to the browserInstead of simply reading about topics, REVEL empowersstudents to think critically about important concepts by completing application exercises, watching videos, and interactiveassignments.Track time-on-task throughout the courseThe Performance Dashboard allows you to see how much timethe class or individual students have spent reading a section ordoing an assignment, as well as points earned per assignment.This data helps correlate study time with performance and provides a window into where students may be having difficultywith the material.version, ensuring that no one misses a beat. Visit www. pearsonhighered.com/revel/Instructor Supplements Instructor’s Manual TestGen PowerPoint PresentationsTo access supplementary materials online, instructorsneed to request an instructor access code. Go to www.pearsonhighered.com/irc, where you can register for aninstructor access code. Within 48 hours after registering, youwill receive a confirming e-mail, including an instructor accessLearning Management System Integrationcode. Once you have received your code, go to the site andREVEL offers a full integration to the Blackboard Learning Man-log on for full instructions on downloading the materials youagement System (LMS). Access assignments, rosters, andwish to use.Careers xviiA01 WALK4919 04 SE FM.indd 1706/11/17 9:45 PM
P REFACEExploring the Hospitality Industry was written to fill a vital need: a text that was different in structure and content, and broader in its coverage of the hospitality industry. The introductory coursein hospitality serves as a foundation for other courses and is used to attract majors to hospitalitymanagement programs. This book is intended for both purposes. The hospitality industry continuesto change rapidly, and this text brings you the very latest trends from the broadest array of hospitalityindustry segments. It is a “need to know” book, vibrant and colorful in design, that is outstanding inits easy-to-use, engaging content.We thank you if you have used my Introduction to Hospitality, which offers an overview of thehospitality industry and has an operational focus; or our Introduction to Hospitality Management,which highlights management issues. Exploring the Hospitality Industry is different in structure andcontent and offers a broader coverage of the hospitality sectors. This text is designed for the hospitality professionals of the future. In every chapter, we invite students to share our unique enthusiasmfor the hospitality industry.New to This EditionFeatured learning outcomes and updated facts and figures support student learning of the hospitality industry. The text explores each segment of the industry, including career opportunities, industry leaders,and operations practices – with real-life applications. The sequence of the tourism begins with economic benefits and economic impact, moving tomodes of transportation for travel, and current travel and tourism trends. Lodging operations discusses executive duties, explains hotel departments, and reviews property management systems, including calculating potential rooms revenue. Foodservice addresses real-life advice from a restaurant general manager and evolving trends,including multi-unit establishments, food trucks, nutritional principles, and craft brewing. Sales, marketing, and advertising features the industry’s current technology practices (and social media), which reach customers in new ways. Ethics will no longer be tossed in between great career information. It is featured as one drivingphilosophy in Exploring the Hospitality Industry.Goals and Organization of This TextThe primary goal of Exploring the Hospitality Industry is to help students advance in their hospitalitycareers by giving them a foundation of hospitality industry knowledge. The information is presentedin a lively and interesting manner, and includes an extensive array of features to facilitate the learningprocess. Chapters cover all facets and segments of the industry, and present a student-friendly text in an outstanding instructional package.xviiiA01 WALK4919 04 SE FM.indd 1806/11/17 9:45 PM
Exploring the Hospitality Industry is organized into 14 chapters.1. Hospitality Spirit2. Tourism3. Lodging4. Lodging Operations5. Cruising6. Restaurants7. Restaurant Operations8. Managed Services9. Beverages10. Clubs11. Theme Parks and Attractions12. Gaming Entertainment13. Meetings, Conventions, and Expositions14. Event ManagementHallmark Chapter Features Include: Learning outcomes that help the reader focus on the main points of each chapter. Bold key words and concepts that help the reader hone in on the various topics presentedin the chapter. “Introducing” features that describe the careers and work of successful industry practitioners. Corporate profiles that give an overview of leading corporations of excellence. Career information in each chapter. Check your knowledge features that encourage students to answer questions relevant to thematerial covered every few pages. Thorough identification and analysis of trends, issues, and challenges in the hospitalityindustry. Summaries that correspond to the chapter learning outcomes. Learning outcome-based and critical thinking review questions related to SCANS(Secretary’s Commission on Achieving Necessary Skills) that review important aspectsof the text. Case studies that challenge students to address real-world situations and recommend appropriate action. Internet exercises that invite students to visit Web sites to find answers to specific, relevantto-hospitality questions. Apply Your Knowledge questions that offer students the chance to apply their knowledge ofhospitality industry topics. A full Glossary that explains the meaning of essential words throughout the text. PrefacexixA01 WALK4919 04 SE FM.indd 1906/11/17 9:45 PM
A CKNOWLEDGMENTSThank you to the professors and students who offered advice and contributions to this text—itis better because of you! Thanks also to the numerous industry professionals who lent their timeand e xpertise to enhance the text. I am especially grateful to James McManemon, who did a great research job and helped with all facets of text preparation. Dr. Greg Dunn, many thanks for your contribution to the trends section of each chapter. Thank you to Karen Harris for the outstanding workon the special events chapter. To Jay Schrock, the best colleague a faculty member could wish for,thanks for your contribution and encouragement.I would like to thank the reviewers of this edition for their thoughtful comments. They are EricBrown of Iowa State Univeristy, Haze Dennis of Mission College, Ali Green of University of WestFlorida, Nicholas Thomas of Depaul University, and Diane Withrow of Cape Fear Community College.I also thank the reviewers from previous editions: Brian Miller of the University of Delaware, JoanGarvin of Monroe College, and Josette Katz of Atlantic Cape Community College.I am truly grateful to Gary Ward for authoring the supplements for this book. He’s done a fantastic job on the PowerPoint slides, instructor’s manual, and test bank. Thank you!xxA01 WALK4919 04 SE FM.indd 2006/11/17 9:45 PM
A BOUT THE AUTHORJohn R. Walker, D.B.A., FMP, CHA, is a Fulbright Senior Specialist and the McKibbon Professor Emeritus of Hotel and Restaurant Management at the University ofSouth Florida, Sarasota–Manatee. John’s years of industry experience include management training at the Savoy Hotel London, followed by stints as assistant foodand beverage manager, assistant rooms division manager, catering manager, foodand beverage manager, resident manager, and general manager with Grand Metropolitan Hotels, Selsdon Park Hotel, Rank Hotels, Inter-Continental Hotels, and theCoral Reef Resort, Barbados, West Indies.He has taught at two- and four-year schools in Canada and the United States.In addition to being a hospitality management con
v Brief Contents Chapter 1 Hospitality Spirit 1 Chapter 2 Tourism 26 Chapter 3 Lodging 53 Chapter 4 Lodging Operations 72 Chapter 5 Cruising 96 Chapter 6 Restaurants 113 Chapter 7 Restaurant Operations 129 Chapter 8 Managed Services 149 Chapter 9 Beverages 170 Chapter 10 Clubs194 Chapter 11 Theme Pa
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