Introduction to management in the hospitality industry

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I N T R O D U CT I O N TO

M A N A G E M E N T I N TH E
H O S PITALITY I N D U STRY

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I N T R O D U CT I O N TO

M A N A G E M E N T IN THE
H O S PITALITY I N D U STRY
Tenth Edition

C L AY TO N W. B A R R O W S

TO M P O W E R S

D E N N I S R EYN O L D S

Chair and Professor
Whittemore School of Business

and Economics
University of New Hampshire

Professor Emeritus
School of Hospitality and
Tourism Management
University of Guelph

Ivar Haglund
Distinguished Professor
School of Hospitality Business
Management
Washington State
University

John Wiley & Sons, Inc.

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Printed in the United States of America
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CONTENTS

Preface

xix

P A R T O N E : P E R S P E C T I V E S O N C A R E E R S I N H O S P I TA L I T Y

1

CHAPTER 1

THE HOSPITALITY INDUSTRY AND YOU
What Is Hospitality Management?

2
4

Case History 1.1: A Former Student’s Unexpected Change

5

The Manager’s Role in the Hospitality Industry

5

Why Study in a Hospitality Management Program?

7

Employment Opportunities

Planning a Career

10

The Meaning of Work

Employment as an Important Part of Your Education
Profiting from Work Experience

12

■ Learning Strategies for Work Experience

Getting a Job
Getting in the Door ■ Learning on the Job
Profiting from a Job

16
■ Other Ways of

Industry Practice Note 1.1: An Employer’s View of Job Placement—Hyatt

18

Employment at Graduation

20

Global Hospitality Note 1.1: Career Opportunities Overseas

21

Goals and Objectives: The Strategy of Job Placement

22

The Outlook for Hospitality

25

The Effects of September 11, 2001 ■ Polarization in Hospitality Service
Organizations ■ Accelerating Competition ■ Service Is the Difference ■ Value
Consciousness ■ Technology ■ Empowerment ■ Diversity ■ Concern
with Security ■ Concern with Food Safety and Sanitation ■ Sustainability
Industry Practice Note 1.2: Leading the Charge in Going
Green—Orchard Hotels

30

Globalization

32


vi

CHAPTER 2

Contents

Summary

33

Key Words and Concepts

33

Review Questions

33

Internet Exercises

34

Notes

35

FORCES AFFECTING GROWTH A N D C H A N G E I N
T H E HOSPITALITY INDUSTRY
Managing Change
Demand

36
38
38

The Changing Age Composition of Our Population
Industry Practice Note 2.1: Demographics in Practice

41

Diversity and Cultural Change
Global Hospitality Note 2.1: As North America Ages, Some
Parts of the World Are Getting Younger

45

Industry Practice Note 2.2: Advocacy for the Advancement
of Women in Food Service

49

Industry Practice Note 2.3: Is the Middle Class Shrinking?

52

Supply

54

Land and Its Produce

■ Labor

Workforce Diversity

58

The Impact of Labor Scarcity

59

Summary

60

Key Words and Concepts

61

Review Questions

62

Internet Exercises

62

Notes

64

PA RT T W O: F O O D S E R V I C E
CHAPTER 3

THE RESTAURANT BUSINESS
The Varied Field of Food Service
The Outlook for Food Service

65
66
68


Contents

vii

The Restaurant Business

72

The Dining Market and the Eating Market

73

Dining Well

■ The Eating Market and Its Dynamics

Contemporary Popular-Priced Restaurants

80

Quick-Service Restaurants
Industry Practice Note 3.1: Subway and Enterpreneurship

Fast-Casual Restaurants

84

■ Midscale Restaurants ■ Casual Restaurants

Case History 3.1: Quark’s Restaurant Serves Earthlings Too

98

High-Check-Average Restaurants
Global Hospitality Note 3.1: Culinary Preparation

100

Restaurants as Part of a Larger Business

100

Restaurants in Retail Stores

CHAPTER 4

■ Restaurants in Shopping Malls

Summary

102

Key Words and Concepts

103

Review Questions

103

Internet Exercises

104

Notes

105

RESTAURANT OPERATIONS
Restaurant Operations

106
108

The Front of the House

■ The Back of the House

Industry Practice Note 4.1: Research Chefs Association

The “Office” ■

General Management

Making a Profit in Food Service Operations
Increasing Sales

121

■ Reducing Costs

Keeping the Score in Operations: Accounting Statements and Operating Ratios
Cost of Sales

116

124

■ Controllable Expenses ■ Capital Costs

Life in the Restaurant Business

128

Salary Levels

Summary

129

Key Words and Concepts

129

Review Questions

130

Internet Exercises

130

Notes

131


viii

Contents

CHAPTER 5

RESTAURANT INDUSTRY ORGANIZATION: CHAIN, INDEPENDENT,
OR FRANCHISE?
Chain Restaurant Systems

132

134

Marketing and Brand Recognition ■ Site Selection Expertise ■ Access to
Capital ■ Purchasing Economies ■ Control and Information Systems
■ New Product Development ■ Human Resource Program
Development ■ Chains’ Market Share

Independent Restaurants

142

Operating Advantages ■ Marketing and Brand Recognition
Selection ■ Access to Capital

■ Site

Industry Practice Note 5.1: Working with the SBA

145

Industry Practice Note 5.2: Why Go Public?

146

Purchasing Economies ■ Control and Information Systems ■ Human
Resources ■ The Independent’s Extra: Flexibility ■ The Independent’s
Imperative: Differentiation ■ Between Independent and Chain

Franchised Restaurants
The New Franchisee

151

■ Continuing Franchise Services

Industry Practice Note 5.3: Interested in Becoming a Franchisee?

The Franchisee’s View

155

■ The Franchisor’s View

Industry Practice Note 5.4: Rosenberg International
Center of Franchising

Franchisor-Franchisee Relations

CHAPTER 6

161

■ Franchising: A Middle Way

Summary

163

Key Words and Concepts

163

Review Questions

164

Internet Exercises

164

Notes

166

COMPETITIVE FORCES IN FOOD SERVICE
Competitive Conditions in Food Service
The Marketing Mix

168
169
172

Product
Case History 6.1: Finding the Proper Marketing Mix—Shakey’s Pizza

Price ■

Place–and Places

173

■ Promotion

Industry Practice Note 6.1: The Wealthiest Consumers

183


Contents

Competition with Other Industries
Convenience Stores

CHAPTER 7

ix

186

■ Supermarkets ■ The Home as Competition

Summary

190

Key Words and Concepts

191

Review Questions

191

Internet Exercises

191

Notes

193

ON-SITE FOOD SERVICE
Comparing On-Site and Commercial Food Services

194
196

Global Hospitality Note 7.1: International Perspectives

199

Self-Operated Facilities

199

Managed-Services Companies

200

Pros and Cons of Managed Services

Business and Industry Food Service

202

Industry Practice Note 7.1: Measuring Guest Participation

205

College and University Food Service

206

College Students as Customers

Health Care Food Service

210

The Dietetic Professional ■ The Dietetic Technician ■ The Dietary
Manager ■ Health-Care Food Service Department Organization
■ Trends in Health Care Food Service

School and Community Food Service

217

The School Food Service Model ■ Contract Companies in
School Food Service ■ Trends in School Food Service ■ Service
Programs for the Aging ■ Community-Based Services ■ Senior Living

Centers and Communities

Other Segments
Recreation

226

■ Correctional Facilities ■ Private Clubs ■ Transportation

Vending

229

Summary

232

Key Words and Concepts

233

Review Questions

233

Internet Exercises

234

Notes

236


x

Contents

CHAPTER 8

ISSUES FACING FOOD SERVICE
Consumer Concerns
Health and Wellness

238
239

■ Fast Food and a Hectic Pace ■ Nutritional Labeling

Industry Practice Note 8.1: Defining Health Claims

Food Safety and Sanitation

247

■ Alcohol and Dining

Food Service and the Environment
Thinking About Garbage from Dump to Waste Stream
Restaurant Industry

252
■ The Greening of the

Technology
Enhancing Customer Service

259
■ Technology in the Back of the House

Industry Practice Note 8.2: ESP Systems

Technology, the Internet, and Food Service Marketing
Management

262

■ Technology and

Summary

265

Key Words and Concepts

266

Review Questions

267

Internet Exercises

267

Notes

270

PA RT TH R E E: LO D G I N G
CHAPTER 9

271

LODGING: MEETING GUEST NEEDS
The Evolution of Lodging
The History of Lodging ■ The Evolution of the Motel

272
274
■ The Motor Hotel

Industry Practice Note 9.1: Europe: A Continent of
Lodging Distinctiveness

277

Classifications of Hotel Properties

278

Hotels Classified by Price ■ Hotels Classified by Function ■
Classified by Location ■ Hotels Classified by Market Segment
Industry Practice Note 9.2: Trends in Spa Operations

Hotels
286

Other Hotel Classifications

Types of Travelers
Business Travelers ■ Other Segments
International Travelers

289


Contents

xi

Anticipating Guest Needs in Providing Hospitality Service

292

Industry Practice Note 9.3: Creativity Is Evident in Hotel Properties

293

Industry Practice Note 9.4: The Hotel of the “Not So Distant” Future

295

Service, Service, Service

296

Employees as the Internal Customers
Industry Practice Note 9.5: Hotel Rating Services

298

Summary

303

Key Words and Concepts

305

Review Questions

305

Internet Exercises

306

Notes

307

CHAPTER 10 HOTEL AND LODGING OPERATIONS
Major Functional Departments
The Rooms Side of the House
The Front Office ■ Automation of the Front Office
Management ■ Housekeeping

310
312
314
■ Reservations and Yield

Industry Practice Note 10.1: Housekeeping

Telecommunications

324

■ Uniformed Services Staff

Industry Practice Note 10.2: The Concierge

327

Security

Hotel Food and Beverage Operations
Banquets ■ Food Production
■ Leased Restaurants

330

■ Sanitation and Utility

Industry Practice Note 10.3: Pros and Cons of Outsourcing
Food and Beverage Operations

335

Staff and Support Departments

335

Sales and Marketing

■ Accounting ■ Human Resources ■ Engineering

Income and Expense Patterns and Control

339

The Uniform System of Accounts

Entry Ports and Careers
Front Office ■ Accounting ■ Sales and Marketing
Beverage ■ Owning Your Own Hotel

342
■ Food and

xii

Contents

Summary

345

Key Words and Concepts

346

Review Questions

346

Internet Exercises

347

Notes

348

CHAPTER 11 FORCES SHAPING THE HOTEL BUSINESS
The Economics of the Hotel Business
A Cyclical Business

■ Hotel Cycles and Financial Performance

Industry Practice Note 11.1: Hotel Operations after Katrina

RevPAR

350
352
357

■ Hotels as Real Estate ■ International Hotel Development

Industry Practice Note 11.2: Condo-Hotels as Mixed-Use Developments

363

Industry Practice Note 11.3: The Elements of the Hotel Real Estate Deal

364

Private Equity Investments ■ The Securitization of the Hotel Industry ■ The
Hazards of Public Ownership

Dimensions of the Hotel Investment Decision

371

Case History 11.1: Going Public: Some Good News and Some Bad

372

Financial ■ An Operating Business ■ Segmentation: For Guests or
Developers? ■ Management Companies ■ Asset
Management ■ Entrepreneurial Opportunities

Summary

379

Key Words and Concepts

380

Review Questions

380

Internet Exercises

381

Notes

383

CHAPTER 12 COMPETITION IN THE LODGING BUSINESS
The Conditions of Competition

386
388

A Fragmented Market ■ A Cyclical Market ■ Cost
Structure ■ Securitization ■ Technological Revolution

The Marketing Mix in Lodging

391

Competitive Tactics

Product in a Segmented Market
Food Service

■ Other Services and Amenities

393


xiii

Contents
Systemwide Services
Industry Practice Note 12.1: Hotels Honored among World
Business Hotels

403

Industry Practice Note 12.2: Franchisors-Franchisees: A Growing
Team Approach

405

Price and Pricing Tactics

406

Yield Management

Place—and Places
Location

410

■ Distribution Channels

Industry Practice Note 12.3: Travel Intermediaries: Utell
Hotels and Resorts

412

Promotion: Marketing Communication

416

Advertising in Mass Media ■ Advertising on the Internet ■

Sales Promotion

Summary

420

Key Words and Concepts

421

Review Questions

421

Internet Exercises

422

Notes

423

PA RT F O U R: TR AV E L A N D TO U R I S M

42 5

CHAPTER 13 TOURISM: FRONT AND CENTER
The Importance of Tourism
Factors Affecting Travel and Tourism
Travel

426
427
■ Income Trends ■ Demographics and

Travel Trends

431

Global Hospitality Note 13.1: Public Anxiety and the Travel Industry

432

Mode of Travel

■ Trip Duration

The Economic Significance of Tourism

435

Tourism and Employment ■ Publicity as an Economic Benefit

The United States as an International Tourist Attraction
Measuring the Volume

438

■ Reasons for Growth of the United States as a Destination

Businesses Serving the Traveler
Passenger Transportation

■ Channels of Distribution ■ Reservation Networks

440


xiv

Contents

Noneconomic Effects of Tourism
Crowding

448

■ Favorable Noneconomic Effects

Global Hospitality Note 13.2: Volunteer Tourism—or Voluntourism

452

Summary

453

Key Words and Concepts

454

Review Questions

454

Internet Exercises

455

Notes

457

CHAPTER 14 DESTINATIONS: TOURISM GENERATORS
Motives and Destinations
Mass-Market Tourism
Planned Play Environments
Theme Parks
Cities

458
460
464
465

■ Themes ■ Scale ■ Regional Theme Parks ■ Themes and

Industry Practice Note 14.1: A Different Kind of Theme Park

Employment and Training Opportunities ■ Casinos and Gaming
Vegas ■ Atlantic City ■ Mississippi Gulf Coast

472

■ Las

Case History 14.1: Changes Come to Atlantic City

486

Other Markets ■ Casino Markets and the
Business of Casinos ■ Casino Staffing

Urban Entertainment Centers

490

Case History 14.2: The National Restaurant Association Restaurant Show

492

Shopping Centers ■

Zoos, Sanctuaries, and Aquariums

Temporary Attractions: Fairs and Festivals

497

Case History 14.3: The New Orleans Jazz Fest

499

Natural Environments

500

On a Lighter Note

503

Summary

504

Key Words and Concepts

504

Review Questions

505

Internet Exercises

505

Notes

508


Contents

P A R T F I V E : M A N A G E M E N T I N T H E H O S P I TA L I T Y I N D U S T R Y
CHAPTER 15 MANAGEMENT: A NEW WAY OF THINKING
Management and Supervision
The Economizing Society
The Managerial Revolution

xv

509
510
512
513
514

Taylor: The Work Process Focus ■ Fayol: Administrative Management
■ Human Relations: Work as a Social Process ■ Implications for the
Modern Hospitality Manager

Management: A Dynamic Force in a Changing Industry

520

Statler: The First “National” Hospitality System ■ Stouffer’s Modern
Management Techniques ■ The Building of Complex Hospitality Systems
Case History 15.1: Where Does a Concept Come From?

527

What Is Management?

528

What Is Our Business?

■ In Business for Yourself?

Summary

535

Key Words and Concepts

535

Review Questions

536

Internet Exercises

536

Notes

537

CHAPTER 16 PLANNING IN HOSPITALITY MANAGEMENT
Why Study Planning?
Planning in Organizations
Case History 16.1: Planning on an Olympic Scale at ARAMARK

538
540
541
542

Some Planning Concepts

Goal Setting

545

Characteristics of Well-Thought-Out Goals
■ Goals and Policies

■ Goal Congruence

Planning in Operations
Strategic Issues

549

■ From Strategy to Tactics

The Individual Worker as Planner

553

Planning as a Personal Process

Long-Range Planning Tools
Return on Investment

■ Cost-Benefit Analysis

554


xvi

Contents

Summary

558

Key Words and Concepts

558

Review Questions

559

Internet Exercises

559

Notes

561

CHAPTER 17 ORGANIZING IN HOSPITALITY MANAGEMENT
Authority: The Cement of Organizations
The Basis of Authority

562
563

■ Authority and Responsibility ■ Authority: A Summary

Departmentalization

568

Case History 17.1: Reorganization in a Multibrand Company

569

The Delegation of Authority
Departmentalization

■ Span of Control ■ Bases for

Line and Staff

573
■ Staff Support

Line Management

Issues in Organizing

576

Functional Staff Authority ■ Increasing the Span of Control: Empowering
Managers ■ Committees ■ Bureaucracy ■ Ad Hocracy

Summary

585

Key Words and Concepts

586

Review Questions

586

Internet Exercises

586

Notes

587

CHAPTER 18 STAFFING: HUMAN RESOURCES MANAGEMENT IN
HOSPITALITY MANAGEMENT

Issues in Human Resources Management
Fitting People to Jobs

588
590
591

Job Descriptions

Recruiting

596

Internal Sources

■ External Sources ■ Segmenting the Employee Market

Selection and Employment
Selection ■

600

Orientation

Training

606

Global Hospitality Note 18.1: Training in a Global
Hospitality Industry

608


Contents

■ On-the-Job Training ■ Everybody Gets Trained

Management Training

Retaining Employees

610

Staff Planning
Job and Work Needs

xvii

611
■ Part-Time Employees ■ Computerized Scheduling

Summary

616

Key Words and Concepts

617

Review Questions

617

Internet Exercises

617

Notes

619

CHAPTER 19 CONTROL IN HOSPITALITY MANAGEMENT
The Importance of Control
Control and the “Cybernetic Loop”
Control Through Management Action

■ Characteristics of Control Systems

Tools for Control
Financial Accounting

620
622
623
628

■ Managerial Accounting ■ Decision Accounting

Summary

635

Key Words and Concepts

635

Review Questions

635

Internet Exercises

636

Note

637

CHAPTER 20 LEADERSHIP AND DIRECTING IN HOSPITALITY MANAGEMENT
Leadership as Viewed by Social Scientists

638
639

Relationship to Other Management Functions

Why People Follow

641

Necessity as Work Motivation ■ Advantage as Work Motivation
■ Personal Satisfaction as Work Motivation ■ Independence as Work
Motivation ■ Encouragement, Praise, and Recognition as Work
Motivation ■ Money as Work Motivation ■ Company Policy as Work
Motivation ■ Does Happiness Lead to Productivity?

Leadership Theories

645

Three Important Elements of Modern Leadership ■ Participation

Communication
Barriers to Communication ■

651
Gateways to Communication


xviii

Contents

The Elements of Leading and Directing

653

Leadership and Change
Industry Practice Note 20.1: Leadership in the Hospitality Industry

657

Developing Your Own Leadership Style

658

Summary

659

Key Words and Concepts

660

Review Questions

660

Internet Exercises

661

Notes

662

P A R T S I X : H O S P I TA L I T Y A S A S E R V I C E I N D U S T R Y
CHAPTER 21 THE ROLE OF SERVICE IN THE HOSPITALITY INDUSTRY
A Study of Service

6 63
664
666

What Is Service?
Industry Practice Note 21.1: Six Sigma Comes to the Hospitality Industry

670

Types of Service

Rendering Personal Service
Task

673

■ Interpersonal Skills

Managing the Service Transaction

676

The Product View of Service ■ The Process View: Empowerment
■ Production or Process View?

How Companies Organize for Service

681

Service Strategy ■ Service Culture ■ The Employee as
Product: The Importance of People ■ Service as a Sustainable
Competitive Advantage

Index

Summary

688

Key Words and Concepts

689

Review Questions

689

Internet Exercises

690

Notes

691

693


PREFACE

If any phrase characterizes the hospitality and tourism industry today it would
probably be “constantly changing.” Worldwide recessionary conditions, globalization,
industry-wide focus on sustainability and corporate responsibility are just some of
the forces converging and resulting in widespread change. The result is an industry
that requires future leaders in hospitality and tourism to be well versed in past, current, and emerging management practices.To this end, the Tenth Edition of Introduction to Management in the Hospitality Industry features both historical perspectives and discussions of new trends in a variety of sectors. Our goal, as it has been all
along, is to provide educators and students with the most up-to-date content with the
hope that the next generation of hospitality leaders will be fully prepared to great
the challenges of this dynamic industry.

CONTE NT—BE N E FITS FOR STU DE NTS

I

n our efforts to present the industry in an organized and responsible manner, we have
divided Introduction to Management in the Hospitality Industry, Tenth Edition,
into six primary sections encompassing everything from students’ concerns about their
role in the industry and operational issues to the function of management. The organization of the chapters should also help students understand the relationships among
the various topics. Brief descriptions of each of the major sections are as follows.
Part One: Perspectives on Careers in Hospitality begins by developing an industry perspective with a general discussion of hospitality careers. Industry trends, changing
demographics, and supply and demand are all important topics covered in these chapters.
Part Two: Food Service takes an in-depth look at food service and its various
subsegments. Restaurant operations, organization, environment, competition, on-site
food service, and food-service-related topics are covered.The final chapter of the section
looks at issues facing the industry.
Part Three: Lodging focuses on the lodging industry and its various segments,
products, and brands. These chapters chronicle recent developments, including new
modes of financing hotel expansion and new financial trends affecting this sector.
Factors relating to the competitive environment of the lodging industry are the subject
of the final chapter in Part Three.

xx

Preface

Part Four: Travel and Tourism comprises two chapters that focus on tourism.Tourism growth, economic and social impacts, travel trends, career opportunities, and the role
that tourism plays in society are all discussed in Chapter 13. Chapter 14 looks at tourism
destinations, including the growing area of gaming, theme parks, and natural environments.
Part Five: Management in the Hospitality Industry provides a concise introduction to the tools that managers use to help them achieve their goals. Using theories,
examples, and case histories, these six chapters portray the management function as
an active force for solving problems that hospitality organizations face.
Part Six: Hospitality as a Service Industry examines service as process and
considers the work of rendering service as a personal experience. In the end, students
will have gained a strong overview of the industry, where it fits into the broader world, the
major career paths, as well as the important issues and challenges that managers face.

CONTE NT—BE N E FITS FOR I NSTRUCTORS

I

nstructors will benefit from the rich content of Introduction to Management in the
Hospitality Industry, Tenth Edition. In this edition, we have provided the numerous examples and have updated photos that will reflect well with the students. In addition,
topic headings can be used to generate class discussion.We are also excited about the numerous supplementary materials including the newly revised Instructor’s Manual (ISBN 9780-470-40261-0, discussed later in this preface). In addition, several sections of the book have
been revised and/or expanded based upon instructor feedback.These include the following:
•

Expanded and enhanced discussions of sustainability and corporate responsibility

•

Discussion of demographics and changes within specific generations with special
attention to the effects associated with aging Baby Boomers

•

Inclusion of new and emerging industry segments

•

More culinary examples including international culinary programs and an updated
profile of the Research Chefs Association

•

New trends in on-site food service including those related to vending

•

An expanded section on franchising along with considerations of the global
marketplace

•

More examples of the use of technology in both food service and lodging

•

A greater emphasis upon international travel and the associated effects on tourism
along with the introduction of voluntourism

Preface

xxi

•

Revised and extended discussions of prominent gaming destinations such as Atlantic
City, Mississippi Gulf Coast, and Macau

•

New focus on electronic resources in the management section, including on-line
recruiting

•

Updated Internet exercises that can facilitate individual learning or group discussion

•

Addition of emerging perspectives on management and organization

F E AT U R E S O F T H E B O O K F O R S T U D E N T S A N D I N S T R U C T O R S

S

everal pedagogical features have been newly developed and/or carried over from
previous editions of Introduction to Management in the Hospitality Industry

in order to help students understand the material more easily and to help bring the
world of hospitality alive.

CAREERS IN
H O S P I TA L I T Y

•

Additional International Examples of hospitality and tourism operations have been
included throughout the text.

•

The Purpose of this Chapter section introduces the chapter to students and discusses
the significance to the hospitality industry of the topics covered.

•

The This Chapter Should Help You section lists specific learning objectives at the
beginning of each chapter to help students focus their efforts and alert them to
the important concepts discussed. These are tied directly to the chapter headings,
which facilitates learning assessments.

•

Industry Practice Notes appear in almost every chapter. These boxes take a closer
look at specific trends or practices in the hospitality industry, from a new interview
with a hotel executive about the ‘green’ movement (Chapter 1) or the success in
the restaurant industry with a Subway franchisee (Chapter 3) to the relationship
between working in the service industry and stress (Chapter 21).

•

Case Histories support the chapter discussions by highlighting examples from
today’s hospitality organizations and associations.

•

Global Hospitality Notes continue to appear to give students more of an international
perspective on their studies.The boxes cover topics as diverse as career opportunities
overseas (Chapter 1) and a discussion of volunteer tourism (Chapter 14).

•

The Careers in Hospitality icon appears throughout the book in the margin of
the text to alert students to specific discussions of career opportunities in the
hospitality industry.


xxii

Preface

•

The Summary provides a concise synopsis of the topics presented in the chapter.

•

A list of Key Words and Concepts appears at the end of each chapter. Further, key

words and concepts are identified in bold type when they first appear in chapters.

•

The Review Questions test students’ recall and understanding of the key points in
each chapter. Answers are provided in the Instructor’s Manual.

•

Internet Exercises, which are mini research exercises and projects, were developed
to familiarize students with the different ways in which the hospitality industry is
using the Internet. They have been updated and revised. Answers are included in
the Instructor’s Manual.

S U P P L E M E N TA R Y M AT E R I A L S

A

n Instructor’s Manual (ISBN 978-0-470-40261-0) with test questions accompanies this
textbook. The manual includes sample syllabi, chapter overviews and outlines, teaching suggestions, answers to the review questions, and Internet exercises, as well as test
questions and answers. A companion Web site, at www.wiley.com/college/barrows, is
also available with this text, which includes the Instructor’s Manual and PowerPoint Slides of selected tables and illustrations from the text.
The Test Bank for this text has been specifically formatted for Respondus, an
easy-to-use software for creating and managing exams that can be printed to paper or
published directly to Blackboard, WebCT, Desire2Learn, eCollege, ANGEL, and other
eLearning systems. Instructors who adopt Introduction to Management in the Hospitality Industry, Tenth Edition can download the Test Bank for free. Additional
Wiley resources also can be uploaded into your LMS course at no charge. To view and
access these resources and the Test Bank, visit www.wiley.com/college/barrows.
A Study Guide, which has been created for this edition (ISBN 978-1-118-00460-9),
includes chapter objectives (again corresponding to chapter headings to aid in

assessment), detailed chapter outlines, review questions, and activities to help students
reinforce and test their understanding of the key concepts and features within the text.

ACKNOWLE DG M E NTS

W

e must thank and acknowledge the many individuals who provided direct assistance in the latest edition. First and foremost, we thank Andrew Lombard, Graduate
Assistant at the Washington State University College of Business, for his tireless efforts
in changing or adding the more than 70 photos. Your perseverance and organizational


Preface

xxiii

skills are impressive. Raymond Goodman, Professor of Hospitality Management at the
University of New Hampshire, was immensely helpful in updating information pertaining to senior living centers and communities. For your help in this and past edition, we
would also like to thank Dr. Debra Cannon, director of the Cecil B. Day School of Hospitality Management at Georgia State University, for immense help with the lodging
chapters. Dr. Richard Patterson, of Western Kentucky University, drew upon his extensive
knowledge of the Web to develop the foundation for the Internet Exercises at the end
of each chapter. He also provided Internet addresses for the organizations and associations discussed in the case histories. Finally, special thanks go out to Novie Johan of the
University of Surrey who assisted in previous editions with research, writing, and editing.
We would also like to acknowledge many people who have helped in shaping this
book, even at the risk of inadvertently overlooking some of the friends and colleagues
who have helped us. Tom’s wife, Jo Marie Powers, has been the source of many ideas
found in this text—not all, we’re afraid, properly acknowledged. Her advice and critical
reactions have been vital to developing the text over the course of earlier editions. She
also has made major contributions to the test bank developed for earlier editions and
has served as editor and co-author on earlier editions of the Instructor’s Manual.

Many faculty members from hospitality management programs around the world
have provided helpful information and feedback in the preparation of the manuscript.
Many of our colleagues were quick to answer questions for us or to guide us to proper
sources in their particular areas of expertise. Colleagues from the University of New
Hampshire Department of Hospitality Management and the Washington State University
School of Hospitality Business Management have provided us with numerous insights
that have shaped this text in important ways. We are also grateful to the professors and
industry professionals who reviewed the previous editions and early drafts of this edition. Their comments and suggestions have helped us immensely in the preparation of
this and earlier revisions.
Anthony Agbeh, Northampton Community College, PA
Patricia Agnew, Johnson & Wales University, RI
James Bardi, Penn State University, Berks Campus, PA
James Bennett, Indiana University, Purdue
John Courtney, Johnson County Community College, KA
Linsley T. DeVeau, Lynn University, FL
John Dunn, Santa Barbara City College, CA
Randy Goldberg, Hyatt Hotels Corporation, IL
Susan Gregory, Colorado State University, CO