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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

Vice President, Portfolio Management:Andrew GilfillanPortfolio Manager: Pamela ChirlsEditorial Assistant: Lara DimmickSenior Vice President, Marketing: David GesellMarketing Coordinator: ElizabethMacKenzie-LambDirector, Digital Studio and ContentProduction: Brian HylandManaging Producer: Cynthia ZonneveldContent Producer: Holly ShufeldtManager, Rights Management: Johanna BurkeManufacturing Buyer: Deidra SmithFull-Service Management and Composition:Integra Software Services, Ltd.Full-Service Project Manager: George JacobCover Design: Studio MontageCover Photo: Thor Jorgen Udvang/ ShutterstockPrinter/Binder: LSC Communications, Inc.Cover Printer: Phoenix Color/HagerstownText Font: Helvetica Neue LT W1GCopyright 2019, 2016, 2012 by Pearson Education, Inc. or its affiliates. All Rights Reserved.Manufactured in the United States of America. This publication is protected by copyright, and p ermissionshould be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval s ystem,or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise. For information regarding permissions, request forms, and the appropriate contactswithin the Pearson Education Global Rights and Permissions department, please s of third-party content appear on the appropriate page within the text.Unless otherwise indicated herein, any third-party trademarks, logos, or icons that may appear in thiswork are the property of their respective owners, and any references to third-party trademarks, logos,icons, or other trade dress are for demonstrative or descriptive purposes only. Such references are notintended to imply any sponsorship, endorsement, authorization, or promotion of Pearson’s products bythe owners of such marks, or any relationship between the owner and Pearson Education, Inc., authors,licensees, or distributors.Library of Congress Cataloging-in-Publication DataTitle: Exploring the hospitality industry/John R. WalkerDescription: Boston: Pearson, [2019] Includes index.Identifiers: LCCN 2017024356 ISBN 9780134744919 ISBN 0134744918Subjects: LCSH: Hospitality industry.Classification: LCC TX911 .W33 2019 DDC 338.4/791—dc23LC record available at Bound:ISBN 10:0-13-474491-8ISBN 13: 978-0-13-474491-9Loose Leaf:ISBN 10:0-13-474507-8ISBN 13: 978-0-13-474507-7A01 WALK4919 04 SE FM.indd 206/11/17 9:45 PM

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. Supplements Instructor’s Manual TestGen PowerPoint PresentationsTo access supplementary materials online, instructorsneed to request an instructor access code. Go to, 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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