In this text, a leading hospitality educator and industry consultant gives readers the means to ensure customer satisfaction and produce acceptable profit margins. Two new chapters review different methods of cost control strategy and operations, including information systems and computerized cost control.

THE WILEY EVENT MANAGEMENT SERIES

The complete guide to event risk management, safety, and security

Practical strategies and resources for any size event!

With any event comes risk–from rowdy guests at a festival or convention to a life-threatening riot at a sports event. Event Risk Management and Safety provides a comprehensive resource for managing event risk and limiting liability for modest and grand events. Presenting theory and practical applications, this book covers topics such as measuring risk, alcoholism and drugs, crowd control, fire safety and emergency medical services, food and water safety, outdoor events, and much more.

Other features include:

• Case studies examining problems and solutions to real-world situations
• Key terms and risk-management exercises
• New techniques to forecast and manage the global challenges of the twenty-first century
• Comprehensive appendices containing additional resources, alcohol and beverage commission contact information, and practical forms

It is vital for hospitality management students to understand key management concepts as part of the complex and intimate nature of the services industry. Principles of Management for the Hospitality Industry is designed specifically for hospitality students who need to be able to use management tools and techniques to become successful hospitality managers.

By placing you at the heart of an imaginary workplace this book offers the opportunity to work through all of the items of discussion for each topic. The chapter begins with a scenario to prompt an exploration of a given topic, and concludes with the outcome of this scenario to reinforce the lessons learnt throughout the chapter. Highly practical in approach, this is an up-to-date and skilful integration of all core areas of management. It is packed with tools and techniques to aid learning and understanding, enabling you to:

• improve your professional management vocabulary with definitions in each chapter, and a complete glossary of terms
• visualize key concepts with over one hundred explanatory diagrams
• gain confidence by testing your understanding on the accompanying website
• practical applications of theory are illustrated in international case studies throughout the book
• discussion questions prompt an exploration of key concepts.

This title also has a companion website for lecturers which includes an Instructors' manual, PowerPoint slides and quizzes to aid teaching and learning.

Organised into three parts, replete with four 32-page photo inserts that illustrate the past to the present. A memoir spanning eight decades. The memoir bumps into people of distinction and interest - Queen Elizabeth, Jacqueline Kennedy, Eddie Fisher, Ava Gardner, Richard Burton, Joseph Heller, and Dirk Bogarde, to name a few. When Giovanna Govoni, age seventeen, welcomed the allied troops into Rome on June 5, 1944, never did she imagine that on this day, she was opening a door that was to become an illustrious adventure filled with glamour and excitement that rubbed shoulders with luminaries ranging from American army generals to international movie stars to corporate magnates. But such was her luck that she happened to be on Rome's via Flaminia as the American liberation troops entered the city and when overheard in the crowd speaking in perfect English to her mother by "Stan the Donut Man" at the head of the column led by General Mark Clark and the Fifth Army, Giovanna's life changed. Salvadore was born in France, educated until age six in England, and returned to her native Italy during World War II. She was cosmopolitan before the word had any meaning. An incredible chronicler of both fact and intuition, Salvadore has always kept copious appointment agendas from the age of ten. In My Dolce Vita, Salvadore describes her teenage school days and the horrors of World War II, her exciting years as the first female public relations executive in Italy for TWA and Howard Hughes, and her more than four glamorous decades as the PR legend of Villa d'Este on Lake Como.

Vietnam attracts visitors from various source markets and such diversity has become commonplace in major tourism receiving areas. The practice of international tourism generally implies cross-cultural experiences on the part of both tourists and service providers. Given the marked differences between the cultures of Asian and Western travelers, and since Asian cultures are heterogeneous, an understanding of the impact of rules of behaviour between international travelers from different cultural backgrounds will be critical for the effective operation of tourism in Vietnam. This book investigates the major cultural differences between Vietnamese hosts and Chinese, French and American travelers that impinge upon host-guest social and cultural interactions. Within the tourism literature, markets have been divided on the basis of psychographics, geographic and behavioural characteristics. Amongst these methods, the common ones are nationality, benefits sought, tourist role and social class, with nationality and rules of social interaction (or rules of behaviour) being the most important segmentation variables to be included. This book has both practical and academic significance. Drawing upon the marketing, tourism, and cultural studies literature and examining cultural values in tourism settings, the research presented in this book provides some strategic directions for tourism managers and marketers. From a theoretical perspective, this book provides an enriched understanding of Rokeach's and Argyle's models. These instruments have previously been applied in the fields of sociology, psychology, and marketing. In the present case, these models are used with some modifications to measure the cross-cultural service interactions and the associated insights that are useful for tourism researchers, developers, marketers, and managers. This book is evidence based and can serve as a guide to meet the needs of Asian and Western tourists with particular reference to the important influence of cultural backgrounds and rules of behaviour on touristhost service interactions in cross-cultural settings. It applies the empirically based models to development-related challenges confronting the tourism sector.

This is the first book to address the concept of resilience and its specific application and relevance to tourism, in particular tourism destinations. Resilience relates to the ability of organisms, communities, ecosystems and populations to withstand the impacts of external forces while retaining their integrity and ability to continue functioning. It is particularly applicable to tourism destinations and attractions which are exposed to the potentially harmful and sometimes severe effects of tourism development and visitation, but which also can experience increased resilience from the economic benefits of tourism. Phenomena such as destination communities, wildlife populations and ecosystems are discussed, as well as the ability of places and communities to use tourism and its infrastructure to recover from disasters such as tsunamis, earthquakes, unrest and disease. This book: * Compares the relevance of resilience to sustainability * Contains contributions from many of the leading international authors * Brings together varying viewpoints of both conceptual and applied issues * Includes example case studies from Whistler, western Canada; Sri Lanka; Purnululu National Park, Australia; and the remote Pitcairn Island in the Pacific Tourism and Resilience is relevant for researchers, students and practitioners in tourism and related fields such as development studies, geography, sociology, anthropology, economics and business/management.

The fastest growth in tourism is the culinary sector. Covering farmers markets, taste tours, agri-entertainment, glamping, restaurants, farm shops and more, food tourism has become both an important part of holidaying and a purpose in itself. With growth occurring in most developed countries and tourists searching out culinary tourism throughout the world, this book provides an overall direction to the development of food tourism and a section on the future of this trend.

Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources including customizable lecture slides.

Take control of revenue management in the new hotel economy Hotel Pricing in a Social World: How to Drive Value in the New Hotel Economy is an insightful resource that provides guidance on improving organizational decision making to keep your hotel relevant, from a pricing standpoint, in the often chaotic hotel landscape. This groundbreaking book clearly showcases the current environment of the hotel industry, and describes new and emerging trends that can impact your revenue management tactics. This essential text prepares you to survive and thrive in today's highly competitive market, and outlines the best approach to building profitable pricing strategies that follow both tactical and strategic best practices. Revenue management has become a key activity in the highly social environment of today's hotel industry, thanks to mobile technology and social media. Though relatively new, revenue management is a quickly-evolving discipline that requires precision if you want to maintain your hotel's relevance in the market. * Leverage original research, case studies, and industry examples to understand the practical application of key concepts * Explore current market conditions that have an impact on revenue management * Consider how advances in data management, analytics, and data visualization can impact revenue management practices * Identify how revenue management can help you take advantage of market opportunities and overcome challenges Hotel Pricing in a Social World: How to Drive Value in the New Hotel Economy is an essential text for hotel CFOs, CMOs, revenue managers, and operations managers who want to leverage revenue management techniques to keep their hotel competitive.

Written for junior and senior level student, this best-selling text presents a comprehensive portrait of how to manage commercial and on-site foodservice operations effectively and efficiently in the 21st century. Using the foodservice systems model as a guide, it shows managers how to transform the human, material, facility, and operational inputs of the system into outputs of meals, customer satisfaction, employee satisfaction, and financial accountability. This edition features expanded coverage of sustainability, social responsibility, and globalization and offers principles that will lead to managerial success.

During the last decade, indigenous youth from Northeast India have migrated in large numbers to the main cities of metropolitan India to find work and study. This migration is facilitated by new work opportunities in the hospitality sector, mainly as service personnel in luxury hotels, shopping malls, restaurants and airlines. Prolonged armed conflicts, militarization, a stagnant economy, corrupt and ineffective governance structures, and the harsh conditions of subsistence agriculture in their home villages or small towns impel the youth to seek future prospects outside their home region. English language skills, a general cosmopolitan outlook as well as a non-Indian physical appearance have proven to be key assets in securing work within the new hospitality industry. Leaving the Land traces the migratory journeys of these youths and engage with their new lives in cities like Bangalore, Mumbai, Hyderabad and Thiruvananthapuram.

A concise, practical guide that provides the skills and knowledge for current and future managers across the hospitality industry. The book provide a concise resource for all emerging hospitality managers, and for academics preparing students for careers within the hospitality industry.With a 'how to do' agenda, the authors offer a practical guide to the skills and knowledge needed by those who will be managing bars, restaurants and hotels in the fast moving hospitality retailing contexts. Written in a non-academic style, this book will be a valuable resource for students and early career managers working in the hospitality sector.

This book works to fill a serious gap in tourism and hospitality research - children as future consumers. For decades, researchers and industry practitioners alike have overlooked and undervalued the significance of children's perspectives and their influence as decision-makers. However, the United Nations Convention on the Rights of the Child (1989) emphasizes that children have the right to participate in matters that affect them. With this in mind, the contributors to this edited collection draw attention to children as thinkers, actors and transformers of the future of the tourism and hospitality industry. Through a mix of conceptual and empirical chapters, the book collectively supports an overarching theme: the empowerment of children as present and future consumers should be a core component of any sustainable tourism initiative. Towards this goal, the chapters herein represent internationally diverse perspectives and offer a number of innovative recommendations to the industry's practitioners.

Hotel Law, Transactions, Management and Franchising presents a practical guide to the issues that face lawyers and industry leaders working in the hospitality field. It aims to develop the reader's understanding of the acquisition process and the complex relationships in management and franchise deals that dominate the hotel industry. This text is written primarily as a desktop reference for legal practitioners working in the hotel law field and is also suitable for students studying towards hotel and hospitality careers both at an undergraduate and law school or graduate level. The highly experienced author, contributors and editors offer insights into the industry players and their preferred positions, desired outcomes, and the potential pitfalls that can ensnare even the most well-planned deals. With broad coverage of the rapidly growing field of hospitality law-including gaming, recreation, and amenities- the book's approach examines the dominant models of hotel ownership, management and franchising, and includes independent hotels and the move towards complex resorts. The book's coverage of key legal topics ranges from real estate, to intellectual property, contracts, and finance.Hotel Law will give readers an understanding of the hospitality industry from the perspective of the transactional practitioner, while examining the multi-party relationships and agreements that develop between an owner, operator, licensor and lender.

This learner's dictionary has an emphasis on the language used in hospitality, tourism and business situations involving Japanese language in general. The dictionary should suit users who have some knowledge of the language but who are not comfortable reading written Japanese. It therefore uses a romaji script. The Japanese vocabulary and expressions have been chosen to emphasize natural rather than strictly literal translations of their English equivalents, and helpful examples of phrases common in hospitality situations are given. Unlike most other dictionaries, this dictionary concentrates on spoken rather than written language. Both everyday and more polite expressions are given, allowing hospitality providers to master the language that Japanese visitors and clients should find appropriate, and avoiding embarrassment from inappropriate usage. Useful appendixes explain some detailed topics, and the introductory notes contain helpful information about speech styles, structure and pronunciation.

The part of the tourism industry which covers events, conventions and meetings is a substantial part of the global economy and provides employment for a very large number of people worldwide. The breakdown of employees in this sector is complex - employees can be full-time, casual labor or part of a volunteer workforce, and events can be as diverse as the Olympic Games and a local meeting. This book examines the role of people who work in events, meetings and conventions by looking at the context in which they work, and presenting theories, perspectives underlying trends of employment in this sector. Leading authors present international examples to further understanding of the concepts involved in people management in tourism events. This book will be an important resource for students and researchers of leisure, tourism and events management.

This volume provides useful answers to the following questions: how do tourists go about seeking high novelty and yet return to the same destination year-after-year? How do some firms in the same industry end up embracing industrial tourism while other firms reject such business models? What simple and complex heuristics do freely-independent-travelers apply pre-trip and during the trip in deciding where to go and what to do? What metrics are useful for measuring the impact of activity-focused tourism on the well-being of regional areas? How do executive leadership styles affect employee satisfaction in international tourist hotels? What action and outcome metrics are useful for measuring performance management auditing and destination marketing organization planning and implementing?In terms of the first question, research on tourists' risk-handling behavior provides a useful framework for explaining their novelty seeking proneness. The first paper of the volume provides a complete research report on how tourists' risk-handling behavior explains contingencies in novelty seeking regarding repeat visits to a given destination. How executives process industrial tourism models depends on whether or not they view such enterprise development as a core or peripheral business. The second paper provides thick descriptions of alternative process approaches whilst the third reports a mixed-methods (interpretative and positivistic) research design to provide a thorough report on FITs' (fully independent travellers') pre-trip and trip thinking and doing behavior. This research approach shows how FITs take advantage of serendipitous opportunities to experience a number of locations, attractions, and activities that they had neither actively researched nor planned.The fourth paper applies the fields of travel research and community economic development (CED) within an ethnographic and survey research study on mural tourism which shows how tourism business models can be successful for nurturing CED. The following paper provides both evidence on how leadership styles affect the success of international hotel operations as well as templates on how to measure both leadership styles and subsequent impacts on hotel operations. The final paper includes a longitudinal case study of management performance audits of a government destination marketing organization (DMO) to illustrate the use of templates for measuring both auditor and DMO executives behavior and performance outcomes. As such, this paper concludes what is a diverse and engaging volume of "Advances in Culture Tourism and Hospitality Research".

Following on from "Research Themes for Tourism," which sought to both provide a snapshot of tourism subjects and provide an overview of major themes for students new to tourism, this book seeks to cover the same ground with events. Events Management as a subject has been well documented from a practical angle; this will be the first book to cover events from a research perspective. Core subjects such as consumer behavior, authenticity and new technologies will be included, and the research angle will be covered by addressing key concepts, theories and discussions centering on these subjects. For example, how has this type of event developed, why has it become successful and what impact does it have? Case studies are also included to provide a well-rounded approach to the subject.

One of the great pleasures of staying in a hotel is spending time in a spotless, neat, and organized space that you don't have to clean. That doesn't, however, mean the work disappears when we're not looking, someone else is doing it. With Housekeeping by Design, David Brody introduces us to those people the housekeepers whose labor keeps the rooms clean and the guests happy. Through unprecedented access to staff at several hotels, Brody shows us just how much work goes on behind the scenes and how much management goes out of its way to make sure that labor stays hidden. We see the incredible amount of hard physical work that is involved in cleaning and preparing a room, how spaces, furniture, and other objects are designed to facilitate a smooth flow of hidden labor, and, crucially, how that design could be improved for workers and management alike if front-line staff were involved in the design process. After reading this fascinating expose of the ways hotels work or don't for housekeepers one thing is certain: checking in will never be the same again.

McDonald's: it is the world's premier entrepreneurial success story, a company whose growth worldwide continues to be astonishing. In tough financial times, McDonald's proved that ingenuity, trial and error, and gut instinct were the keys to building a service business the entire world has come to admire. In the years since McDonald's: Behind The Arches was first published, McDonald's has been a trendsetter in advertising, focusing on different ethnic groups as well as the physically disabled. McDonald's created McJobs, a program that employs both mentally challenged adults and senior citizens. And because its franchisees have their fingers on the pulse of the marketplace, McDonald's has evolved successfully with the health food revolution, launching dozens of new products and moving toward environmentally-safe packaging and recyclable goods. Inspiring, informative, and filled with behind the scenes stories, this remarkable saga offers an irresistible look inside a great American business success.

Public spaces have become platforms for the invention and display of self-identity, especially in the affluent West where the restaurant, from local cafe to Michelin-starred establishment, deftly stages these performances. In this follow-up to her classic Dining Out: A Sociology of Modern Manners, Joanne Finkelstein takes a fragment of social life-restaurant dining-and uses it to examine the dramatic effect our public behavior and social habits have on our private desires and sense of identity. In Fashioning Appetite, the restaurant becomes a liminal space in which public and private boundaries are constantly renegotiated, where our personal celebrations and seductions are conducted within full view of the next table, and where eating alone has become a perilous social minefield. When food is fetishized and identity becomes a capitalist commodity, the experience of the restaurant transforms appetite into both a pleasure and a torment in which being satisfied with one's meal is linked to being satisfied with oneself. Applying new research in emotional capitalism to popular culture's pervasive images of conspicuous consumption, Finkelstein builds a cultural portrait in which every forkful is weighted with meaning.