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  2. 2. 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 STRYFFIRS.indd i 23/12/10 7:28 PM
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  4. 4. 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 Professor Emeritus Ivar Haglund Whittemore School of Business School of Hospitality and Distinguished Professor and Economics Tourism Management School of Hospitality Business University of New Hampshire University of Guelph Management Washington State University John Wiley & Sons, Inc.FFIRS.indd iii 23/12/10 7:28 PM
  5. 5. This book is printed on acid-free paper. Copyright © 2012, 2009, 2006 by John Wiley & Sons, Inc. All rights reserved. Published by John Wiley & Sons, Inc., Hoboken, New Jersey. Published simultaneously in Canada. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600, or on the web at Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-748-6011, fax 201-748-6008, or online at http://www Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other com- mercial damages, including but not limited to special, incidental, consequential, or other damages. Evaluation copies are provided to qualified academics and professionals for review purposes only, for use in their courses during the next academic year. These copies are licensed and may not be sold or transferred to a third party. Upon completion of the review period, please return the evaluation copy to Wiley. Return instructions and a free of charge shipping label are avail- able at Outside of the United States, please contact your local representative. For general information on our other products and services, or technical support, please contact our Customer Care Department within the United States at 800-762-2974, outside the United States at 317-572-3993 or fax 317-572-4002. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. For more information about Wiley products, visit our Web site at Library of Congress Cataloging-in-Publication Data ISBN: 978-0-470-39974-3 Printed in the United States of America 10 9 8 7 6 5 4 3 2 1FFIRS.indd iv 23/12/10 7:28 PM
  6. 6. CONTENTSPreface xixP 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 1CHAPTER 1 THE HOSPITALITY INDUSTRY AND YOU 2 What Is Hospitality Management? 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 12 Profiting from Work Experience ■ Learning Strategies for Work Experience Getting a Job 16 Getting in the Door ■ Learning on the Job ■ Other Ways of Profiting from a Job 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
  7. 7. vi Contents Summary 33 Key Words and Concepts 33 Review Questions 33 Internet Exercises 34 Notes 35CHAPTER 2 FORCES AFFECTING GROWTH A N D C H A N G E I N T H E HOSPITALITY INDUSTRY 36 Managing Change 38 Demand 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 64PA RT T W O: F O O D S E R V I C E 65CHAPTER 3 THE RESTAURANT BUSINESS 66 T