Pearson New International Edition International pcl tp indd 1

Index
Index
Page references followed by "f" indicate illustrated
figures or photographs; followed by "t" indicates a
table.
A
Accidents, 141
ACCOR, 39, 489
Account, 2, 4, 6-8, 11, 17, 19, 39, 52, 137, 185-188,
199, 318, 344, 385-386, 397, 405-407, 411,
416, 418-419, 424-425, 428-429, 435, 441,
495, 497-498, 502-506, 510-513, 515-520,
523, 526-531, 533, 535-537, 539-542,
550-552, 556-558, 560, 565-566, 568,
570-571, 574, 579-580, 597, 628
Accountability, 2, 103, 110
Accounting, 2-7, 9, 14-15, 18-20, 35, 51, 55, 83, 97,
118, 120-123, 125-126, 135, 138-139,
167-170, 174-175, 177-178, 185, 190, 195,
199-204, 207-208, 230, 276, 280, 356,
361-362, 364-366, 369, 372-373, 375-377,
379, 386, 388, 393, 396-397, 399-400, 423,
428, 495-507, 510, 512, 515-517, 522, 525,
529-530, 534, 537-538, 542-543, 546-552,
554-557, 561-563, 570-572, 580, 583-584,
590-591, 597-598, 603-604, 611-614, 633,
635
basic concepts, 362, 364, 372, 386, 388
definition of, 83, 379
equation, 2, 7, 503, 505
period, 2-4, 14-15, 18-20, 376, 423, 505, 515, 534
Accounting department, 18, 138, 174, 428, 590, 597,
603, 611-614, 633
Accounting personnel, 55, 611-612
accounts payable, 2, 52, 396, 497, 503, 542
management, 2, 396
Accounts payable (A/P), 2, 503, 542
Accounts receivable, 2, 52, 188, 428, 497, 503, 506,
512, 515, 517, 529-530, 542, 563, 565-566,
571-572, 578-580, 582, 587, 598
aging, 2, 579, 587
credit balances, 563, 566, 572
types, 512, 563, 571-572, 578, 582
Active listening, 461
activity, 3, 9, 16, 18-19, 44, 130, 138, 154, 183, 196,
200-201, 213, 228-229, 236, 241-243, 250,
270, 301, 308-309, 396, 415, 452-457, 502,
506, 546-548, 554-555, 573, 575-576, 582,
588, 603-604, 613
adults, 106, 185-186, 292, 453, 579, 607
Advantage, 87, 109, 224, 253, 255, 285, 348, 355,
462, 533, 541, 608, 612
advertise, 303, 348, 381
Advertisements, 336, 378, 454
Advertising, 7-8, 21, 56, 65, 77, 89, 110, 117, 137,
181-182, 235, 281-282, 301, 342, 346, 357,
448, 468, 477
fee, 7, 342, 468
Agenda, 592-593, 596, 600, 639
Aging, 2, 579, 587
Air, 7, 11, 42, 140, 225, 321, 369, 432, 461, 468, 471,
487, 524, 529, 532, 622, 625-626
Airline industry, 260, 305, 320-321, 323
history of, 320
revenue management, 260, 305
yield, 260, 305
Airports, 36, 275, 616
Alcohol, 609
alcoholic beverages, 3, 7, 13, 31, 37, 381, 608, 610
all-inclusive, 2, 274, 312, 472
Amadeus, 10, 214, 323, 336
American Airlines, 321
American Automobile Association (AAA), 187, 265
American Culinary Federation, 45
American Culinary Federation (ACF), 45
American Hotel & Lodging Association (AH&LA), 34,
45
American Society of Travel Agents (ASTA), 337
Americans with Disabilities Act, 489
analysis, 97-99, 132, 166-167, 169, 174-175, 178,
181, 184-185, 190, 195, 199, 203, 217,
222-223, 229-230, 251, 291, 307, 396, 426,
481-482, 500, 511, 574-576, 593, 605
defined, 98, 482
financial, 132, 199, 396, 500, 593
Apollo, 10, 214, 321
Appeals, 604
appetizers, 511
Appliances, 461
Applications, 135, 174, 428, 438-439, 638
appraisals, 132-133, 161
artwork, 537
Asia, 142, 586
Assessments, 14, 217, 334, 356, 423, 495, 497, 506,
537, 541, 614
asset management, 131
Assets, 7, 15, 66, 124, 130, 132, 141, 501, 503-505,
512, 516, 617, 631
Assistants, 141, 587
Associations, 6, 10, 29, 38, 44-45, 84, 227, 483
Attractions, 5, 17, 29-30, 36, 41, 140, 237, 343-344,
464, 471-472, 474
Auditing, 550
night, 550
Australia, 586
Authority, 8, 15, 19, 76, 84, 104-105, 107, 153, 173,
356-357, 410-411, 416, 441, 478, 523, 613
Authorized, 8-9, 11, 15, 119, 137, 275, 319, 340, 391,
395, 403, 407, 410, 422, 425-429, 478, 497,
508, 517-521, 523, 529, 536-537, 540-541,
543, 563, 566-568, 571, 575-576, 582, 629
average daily rate (ADR), 3, 64, 73, 120
Awards, 9, 40, 45, 111, 152
B
Back-office systems, 398
balance, 3, 6, 19-20, 137, 186, 352, 405, 407, 457,
504-506, 510, 512, 515-519, 522, 529, 531,
536, 546-547, 549-552, 555, 557-558,
561-569, 571-572, 574, 576, 579-580,
583-585, 587, 611
Balance sheets, 611
Ballroom, 6, 37, 44, 491, 566
Bank, 6-8, 17, 134, 140, 243, 369, 385-386, 406, 424,
426, 428, 473, 503, 505, 514-515, 518-519,
528-530, 551, 556, 570-571, 612, 629
banquet, 4, 10, 13, 31, 36, 50, 54, 64, 134, 157, 252,
288, 367, 427, 477, 479, 598, 601, 606-608,
638
sequence, 13
Banquet manager, 477
Banquets, 9, 38, 45, 201, 606
Bars, 28, 31, 607, 626
Bartenders, 50, 54, 608-609
Behavior, 5, 15, 18, 81, 227, 229, 280, 306, 326, 451,
478, 511, 574
relationship, 326
Bell staff, 3, 21, 51, 120, 586
Bellpersons, 487-488
Benchmarking, 3, 97-98, 110
Best Western, 36, 57, 322
Bet, 261, 392
Beverage, 5, 7, 9-12, 14, 17, 19, 30-31, 35, 38, 40, 45,
50-52, 54-55, 64, 70, 107-108, 118, 135,
140, 157, 174-175, 177-178, 209, 239, 244,
276-277, 289, 297, 302, 308, 365, 367,
392-393, 396, 410-411, 420, 462, 473, 477,
508-509, 515, 518, 521, 536, 550-551,
567-568, 574, 577-578, 586, 590-591, 594,
597-600, 603, 606-610, 626, 635
complimentary, 5, 9, 11-12, 38, 40, 64, 239, 244,
420, 462, 477, 515, 578, 609
Beverage department, 12, 55, 276-277, 289, 365, 392,
410-411, 577, 590, 594, 607
beverages, 2-3, 5, 7, 13, 31, 35, 37-38, 77, 88, 201,
274, 381, 384, 433, 498, 507, 515, 608-610
alcoholic, 3, 7, 13, 31, 37, 381, 608, 610
coffee, 5
fruit, 5
Billing, 12, 45, 132, 138, 367, 379, 387, 392, 399, 411,
415, 425, 427-428, 435-436, 485, 489, 495,
510, 514, 526, 529, 531-532, 541, 557,
560-561, 584, 598, 612, 633
Booking, 3, 14-15, 18, 41, 65, 171, 179, 196-198, 208,
225, 228, 236, 240, 245, 248, 250, 256, 258,
294, 320-321, 323, 328, 332-337, 340, 344,
397
Bookkeeping, 3, 425, 495-496, 500-502, 516-517,
542-543
boring, 459, 468
Bottle, 159, 468
Bottled water, 623
Bottom line, 303, 611
Boundaries, 111
boxes, 138-139, 467, 524, 628
Brand loyalty, 4, 36-37, 72, 297
Brazil, 586
Bread, 304-306
breakfast, 2-5, 12, 14, 21, 28-30, 37, 39-40, 42-43, 64,
72, 94, 150, 244, 274, 286, 380, 489, 555,
607-609
club, 37
continental, 4-5, 39-40, 72, 286
Broiler, 54
Brunch, 474
Budget, 4, 13, 15, 34, 39-40, 63, 65, 72, 87-88, 110,
119, 132-133, 181, 184, 233, 245, 249-250,
265, 283, 411, 593-595, 598, 603, 610
process, 15, 87, 184, 245
buffet, 626
Bulb, 68
Business plan, 4, 85, 87-88, 110, 130, 593, 598, 603,
610
Buyers, 47, 69, 204, 252, 279, 334, 347, 354, 359
C
California, 111, 468, 492
Capital, 17, 58-59, 157, 452
carbon, 389
chain, 389
career ladder, 4, 128, 135, 142, 161
Careers, 26, 28, 33-34, 88, 109, 161, 255
Cash flow, 124, 611, 626
Cashiers, 15-16, 19, 125-126, 133-134, 146, 156, 178,
384, 386, 576, 587, 612
Casino hotels, 392
Casinos, 28, 32, 36, 423
online, 423
categories, 2, 39, 258, 485, 489, 579, 638
names, 2
Catering, 3, 52, 132, 159, 196, 248, 358, 463, 578
Cendant, 36, 39, 323, 396
Central reservation system, 4, 267, 311, 316-317, 328,
337, 350, 396, 422, 454, 576, 600
Centralization, 591, 593, 596, 600, 611, 634-635, 638
cereals, 5, 40
Certification, 45
Certified Public Accountant (CPA), 4, 499, 542
Chain, 11-12, 36, 55-56, 58, 73, 108, 116, 202, 231,
240, 316, 318, 322-323, 328, 337-339,
343-345, 347-348, 389, 397, 423, 437, 442,
448, 468, 489, 492, 525, 603, 612
Chain of command, 12, 55
Champagne, 159, 468
Change, 6, 14, 20, 68, 70-71, 73, 81, 98-99, 106, 108,
110, 117, 122, 154, 193, 200, 220-221, 229,
231, 234, 239, 245, 248, 252, 256, 281-282,
286, 296, 300-301, 311, 320-322, 328, 344,
350, 379, 392, 399, 420-421, 424, 428, 434,
436, 453, 504, 527, 529, 540, 555, 612, 614,
628
641

---

organizational, 81, 106, 110, 122
personal, 154, 193, 311, 392, 529
Channel management, 315-360
Channels of distribution, 308, 335, 350
character, 358
Checks, 4-5, 8, 15, 17, 19, 134, 141, 146, 158,
220-221, 286, 340, 369, 374, 392-393, 406,
410, 423, 430, 515, 518, 520, 523, 526-529,
531, 547-549, 551, 556-557, 561, 563,
565-566, 570-572, 583, 609, 613, 627
Chef, 50, 464
Chefs, 38, 45, 490
Chicago, 37, 121, 206-207, 262, 276
child, 38, 152, 185-186, 209, 468
Children, 2, 185, 209, 292, 311, 404, 453, 466, 579
China, 176, 358, 398, 440, 469
Chocolate, 159
Christmas, 488
City ledger, 5, 495, 507, 509, 512, 515-516, 529,
536-537, 539, 542, 546, 551, 561-562,
565-566, 568, 571, 579
Clarion, 36, 354
Clean, 18, 24, 34, 39-40, 49, 89, 91-92, 131, 136, 172,
190, 193, 204, 262, 265, 267, 303, 308, 332,
369, 430-434, 436, 447, 472, 479, 487-488,
523, 535, 578, 581, 613, 637
Cleaning, 3, 7, 15, 36, 51, 96, 118, 140, 172, 179,
204-205, 277, 303, 393-395, 427, 462, 471,
479, 488, 534, 572, 593-594, 598, 609,
614-616, 631, 637-638
agents, 51, 172, 462, 488, 594, 609, 615-616
procedures, 393, 462, 534, 572, 594, 598, 609,
615-616, 631
clientele, 13, 37-38, 40, 290
close, 14, 120, 239, 250, 255, 280, 296-297, 308-309,
337, 406, 409, 431, 469, 479, 488, 538, 548,
568, 604, 609
Clubs, 28, 32, 38, 109, 558
Code of ethics, 474
coffee, 4-5, 29, 39-40, 43, 410-411, 468, 479, 491,
538, 601
forms of, 4
selecting, 410
college, 108, 263-264, 310, 412, 548
Colleges and universities, 267
Collusion, 516, 556
color, 468, 527, 537
Comfort Inn, 40
Comfort Suites, 396
Commercial foodservice, 5, 30-31, 72
Commitments, 8, 70, 339
Committee meetings, 593-594, 603
Communication, 9, 24, 89, 108, 129-131, 135, 138,
151, 154, 157, 172, 188, 207, 255, 311,
388-389, 408, 433, 444-445, 460, 464, 477,
613, 618, 621-623
electronic, 388
informal, 89
managerial, 131
systems, 9, 157, 172, 388-389, 460, 477, 618
written, 131, 188, 623
Compensation, 71-72, 128, 147, 151, 254, 327, 472,
477, 511, 515, 586
Competition, 60-61, 63-64, 67-68, 71, 255, 280-281,
321, 358
Competitive advantage, 87
Complaints, 19, 22, 84, 99, 101, 106, 108, 130, 132,
138-140, 153, 309, 312, 381, 443-446, 451,
459, 466, 469-470, 473, 476-478, 480-482,
485, 489-490, 494, 495-498, 511, 517, 522,
525, 529, 534, 537-541, 594, 604, 612, 618,
631
computer, 4, 11, 16, 43, 64, 120, 131, 136, 145, 149,
158, 172, 178-179, 203, 205, 214, 306, 321,
333-334, 340, 373, 379-380, 384, 389, 396,
417, 419, 462-463, 479, 488, 509, 525, 573,
579-580, 604, 628
Computer technology, 333
Condotels, 30
Conference, 5, 9, 14, 23, 28-30, 35, 44-46, 48, 63, 67,
72, 89, 156, 172, 209, 318, 339, 354, 373,
409, 414, 460, 465, 479, 585
Conference centers, 23, 28-29, 35, 44-46, 48, 63, 67
Confirmed reservations, 16, 220, 236, 242, 247, 296
Conservation, 4, 29-30
Consideration, 5, 82, 203, 206, 222, 267, 289, 297,
469, 538
Consumer demand, 39, 305
Continuous quality improvement (CQI), 5, 87,
106-107, 110
Contractors, 629
Contracts, 239, 247, 350-351, 356
contrast, 30, 34-35, 47, 61, 81-82, 100, 123, 135, 156,
182, 227, 236, 252, 271, 281, 302, 331, 410,
475, 512, 535, 580, 588, 605
Contribution, 342, 603
Control, 15, 42-43, 47, 55, 63, 71, 93, 127, 129, 131,
133, 138, 168, 204, 238, 252, 256, 292, 299,
302, 311, 316-319, 329, 338, 349-352, 357,
370-371, 373, 379-380, 386, 393, 441-442,
477, 506, 510, 566, 597, 623-624
corporate, 42-43, 47, 63, 292, 311, 477, 623
definition, 379
effective, 71, 138, 168, 252, 299, 302, 311, 317,
319, 329, 338, 349, 357, 379
food and beverage, 55, 302, 393, 597
Controllable expenses, 10, 252
Controlling, 21, 131, 159
Controls, 130, 132-133, 168, 181, 306, 461-462, 520
standards, 130
Convenience stores, 41
Convention and visitors bureau (CVB), 5, 225, 257,
318, 412
Convention hotels, 23, 35, 41, 44-46, 48, 63, 65, 67
Conventions, 45, 47, 290, 295, 408
Conversion, 6, 255, 526, 542
conversions, 132, 526
Corporation, 17, 58, 392
Corporations, 6, 11, 29, 44-45, 58, 290, 502
Corrective action, 84, 97, 130, 133-134, 150, 302, 386,
523, 576, 593-594
Correlation, 156
Cost, 6-7, 12, 14, 24, 29, 37, 43, 60, 64-68, 78, 85, 91,
131, 160, 168, 173, 177, 202-206, 225, 230,
276, 279-280, 282, 285-286, 296, 303, 305,
310, 312, 317, 320, 322-323, 326-327, 330,
332-333, 339-340, 343, 348, 354-355, 365,
368, 375-376, 379, 382, 384, 393, 397, 399,
410, 420, 422, 435, 451, 453, 457, 477, 511,
521, 525, 536-537, 559, 561, 568, 571-573,
587, 597, 612, 626
of food, 14
of sales, 7, 303
Costs, 4, 6, 9, 15-16, 36, 39, 41-43, 60-61, 63-65, 67,
69, 71, 78, 81, 85, 88, 90, 124, 132-133,
135, 151, 154, 157, 159, 183-184, 203-205,
252, 265-266, 274, 276-280, 282-283, 285,
296, 302-304, 308, 322, 328, 330-331,
333-334, 336, 345, 364, 366, 370, 372, 379,
387, 391, 393, 397, 408, 423, 434, 439, 450,
452, 490, 533, 566, 568, 597, 631, 638
appraisal, 85, 132-133
factor, 204, 266, 296, 304, 450, 490
failure, 85, 203
fixed, 9, 16, 42, 252, 266, 276-278
incremental, 90, 303
insurance, 276
labor, 9, 60, 64, 71, 159, 183-184, 277, 279, 303,
322, 333-334, 439, 452, 533, 597, 631
opportunity, 4, 71, 333
place, 6, 78, 151, 322, 533, 568, 631
prevention, 85, 638
pricing and, 252
Counseling, 130, 159
Counterfeit currency, 527
Cover, 333, 356, 417, 420, 488, 627-628
paper, 333
Credit, 3-4, 6-7, 9-10, 19-20, 52, 133-134, 137-139,
173, 176, 178, 185-186, 188, 200, 318,
361-362, 364, 369, 371-372, 384-388, 392,
395, 397-399, 405-407, 420, 424-429, 437,
439, 441-442, 452-453, 457, 464, 486, 488,
495-498, 502-506, 508, 514-523, 529-530,
532, 534-543, 546-549, 551, 554-555,
557-558, 562-563, 565-573, 576, 578, 580,
582-583, 587, 613, 615, 623, 629
application for, 425, 427, 529
issuing, 7, 437, 439, 515, 518, 532
monitoring, 4, 442, 495-496, 520-521, 523, 547,
549, 557, 563, 570, 572, 583
terms, 7, 318, 420, 442, 502, 521, 548, 568
Credit cards, 6, 138, 384-385, 519-520
Credit limit, 6, 518-521, 546, 566-568, 571, 573, 576,
578, 582, 587, 613
Credit line, 566
Creditors, 428, 501-502, 516
Crime, 11, 326, 629-630
areas, 11
property, 11, 326, 629
security, 629-630
Cross-training, 142, 155, 472
Crowne Plaza, 389
Currency, 6, 385, 475, 515, 526-527, 542, 556, 565,
612
customer base, 42
Customer loyalty, 452
Customer satisfaction, 110, 381
Customer service, 69, 111, 119, 397, 452, 492
Customers, 6, 46, 70, 93-95, 130, 237, 306, 330, 338,
343, 347, 349, 351-352, 385, 423, 425, 437,
468, 482, 486, 555, 561
expectations of, 94
external, 130
internal, 130
special, 6, 93, 95, 306
time of, 95, 306, 351-352, 468, 486
Customization, 557
Customs, 5, 604
D
Daily rate, 3, 21, 64, 73, 120, 150, 606, 623
Daily report, 553, 555, 562
Database, 2, 6, 190, 201, 240, 369, 419, 475, 514,
530, 582-583, 585, 587
Dates, 3, 8, 10, 13-14, 17-18, 65, 94, 102, 146, 160,
173, 178, 189, 213, 217, 225, 227, 236-240,
242, 245, 248, 251, 266, 268-269, 273,
281-283, 289, 291, 295, 297, 299, 303-304,
309, 325-326, 335, 346, 351, 354, 356, 358,
411-412, 418, 429, 453, 584, 587, 598, 610
Days Inn, 322
Debit cards, 10, 384, 387, 395, 424, 513, 518, 520,
565, 570
Debits, 19-20, 495, 500, 502, 504-505, 507, 515-516,
550-552, 557, 569, 571
Debt, 12, 22, 428, 501-502, 529, 536-537, 629
Decision making, 16, 18, 85, 105, 120, 132, 153-154,
167-170, 174-175, 178, 182, 184-185,
189-190, 194-196, 198-199, 203, 252-253,
295, 301-302, 308, 500, 502, 549, 591,
593-594, 598, 635-636
group, 16, 18, 132, 154, 593-594, 598
Decisions, 6, 8, 16, 42, 55, 62, 69, 72, 81, 84-85, 102,
104, 108, 111, 130, 152-153, 159, 170, 172,
174-175, 178, 182-184, 193-194, 197-198,
202, 217-218, 234-235, 240, 247-248,
250-252, 256, 258, 260-261, 269, 271, 281,
288, 290-291, 293, 295, 298-299, 302, 304,
307-309, 312, 340, 342, 348, 357-358, 377,
415, 434, 440, 447, 449, 456, 466, 469, 478,
494, 500, 568-569, 571, 573-574, 576, 582,
585, 594, 598-600, 606-607, 610-611,
635-636
implementation of, 307
programmed, 193, 308, 377
deductions, 72
Deliveries, 134
delivery, 17, 69, 77, 79, 81-83, 89-91, 94, 101-104,
120, 122, 130, 140, 149-150, 269, 334, 387,
391, 441, 447-450, 473, 476
Demand, 3, 7-8, 12, 19, 22, 37, 39, 62, 65, 67-68, 73,
105, 107, 166-167, 169, 171-173, 175, 183,
185, 190, 194-199, 203, 205, 212-219,
221-228, 234-237, 239-242, 248, 250-256,
258, 260-261, 267-273, 276, 280, 282-284,
289, 291-297, 299, 302-309, 311, 325, 335,
344, 352, 354, 357-358, 397, 414, 422-423,
440-441, 474, 477, 511, 521, 537, 569, 574,
587
forecast, 3, 8, 167, 169, 173, 175, 183, 185, 190,
194-196, 198-199, 203, 212-219,
221-228, 234-237, 239-242, 248,
250-256, 258, 272, 306-307, 357
generators, 267-268, 344
no-shows, 212, 219, 221-222, 227, 242, 296, 304
projection, 68, 248
supply and, 8, 67, 260, 270-272, 282-284
Demographics, 19-20, 41, 282, 385
data, 20, 282, 385
groups, 41, 282
market, 41, 282
Depreciation, 124, 276
Deregulation, 375-376
design, 11, 43, 77-80, 83, 91, 101, 103, 105, 217, 322,
372, 379, 388, 390, 399, 449, 573, 576, 611
Destinations, 25, 36, 42, 472
leisure, 42
642

---

Development, 29, 45-46, 66, 68-69, 94, 98, 102, 130,
132-133, 161, 166-167, 169, 174-175,
184-185, 190, 195, 199, 203, 242, 250, 252,
275, 299, 320, 328, 343, 348, 366, 385, 392,
434, 444, 588, 591, 612, 617
diners, 20, 385, 530, 601
dinner, 2, 37, 110, 140, 156, 159, 207, 225-226, 274,
311, 468, 473, 492-493, 601
direct competition, 61
Direct operating expenses, 277
Directing, 18, 133-134, 341
Disabilities, 2, 489, 618, 625
Discipline, 130, 132-134, 152
discount rate, 310, 386, 601-602
discounting, 196, 225, 283, 296-297, 299, 304, 335,
355
Discounts, 17, 34, 62, 137, 178, 194, 197, 224-225,
252, 265-266, 272, 275, 279, 283, 296-297,
299-300, 302, 307, 327-328, 332, 338-339,
347, 412, 423, 548, 587, 607
Dishes, 468
Disney, 47
Distribution, 7-8, 10, 17, 157, 166-167, 169, 174-175,
177-178, 184-185, 190, 195, 199, 203, 214,
235, 257, 267, 276, 282-283, 308, 312,
315-360, 397, 408, 438, 525, 546-547, 552,
555, 572, 575-576, 580, 582, 588, 592
methods of, 8, 235, 438
Distribution channels, 235, 267, 282-283, 308,
316-320, 328-331, 333-335, 339, 343,
348-351, 353-354, 356-357, 360, 397, 525
Internet and, 328, 348
Distributors, 231, 352
Dive, 42
Diversity, 70, 207
dollars, 6, 13, 35, 37-38, 65, 121, 182, 235, 250, 279,
334, 357, 392, 453, 468, 478, 501, 520, 526,
535, 537, 543, 560, 574, 623
Door attendants, 53, 126, 608, 630
Downtime, 204-205, 573
Drop, 168, 313, 456, 627
Dry cleaning, 3, 36, 51, 140, 393, 427, 462, 471
Duck, 627
E
Easter, 626
Econo Lodge, 39
Economics, 8, 12, 18, 259-260, 262, 270-271, 284,
293, 296, 305, 311
Education, 1, 23, 25-26, 28-29, 34, 55, 75, 88, 113,
134-135, 159, 161-162, 165, 211, 254, 259,
285, 315, 361, 401, 440, 443, 495, 545, 589,
618
Effectiveness, 137, 149-150, 154, 200, 205, 212-213,
215, 218, 228, 241, 251-253, 255, 259-260,
291, 298, 300, 302-304, 332-334, 337, 348,
390, 598, 600
Efficiency, 159, 303
Electricity, 43, 371, 423, 622, 638
E-mail, 95, 141, 168, 186-188, 205, 253, 256, 282,
316-317, 319, 328, 330, 333-334, 337, 343,
348, 350-351, 378, 396, 414, 421, 429, 438,
474, 485, 532, 580, 582
Emergency preparedness, 617
Emergency procedures, 130, 138, 628, 630
Employee development, 130
Employee satisfaction, 255
Employee theft, 382, 387
Employees, 6-8, 11-12, 14-15, 17-20, 24, 30, 32,
34-35, 43, 46, 49, 51, 68-70, 72, 76-77, 79,
81, 83-87, 91-94, 96-98, 101-111, 115-117,
119-120, 123-125, 129-131, 134, 136,
141-155, 157-161, 163, 168, 171, 178, 183,
204, 206, 254-255, 262, 265-266, 274, 285,
292, 365, 369, 371, 374-375, 387, 396-397,
399, 407, 409-410, 427, 443, 445-447, 449,
451, 458, 460, 465-466, 468-469, 472, 475,
477-478, 485, 488-489, 491-493, 506, 511,
516, 537, 560, 592, 596-597, 599, 604, 607,
615, 617-619, 621-631, 634, 636-639
development of, 94, 617
distribution of, 157, 178, 592
effectiveness of, 150, 154, 255
goals of, 97, 154, 262, 397, 624
line, 12, 14, 19-20, 69-70, 79, 84, 96, 98, 108, 119,
159, 206, 254, 374, 477-478, 492, 624,
637