Pearson New International Edition International pcl tp indd 1

part-time, 15, 108, 157-158
recognition of, 85
satisfaction, 87, 96-98, 105, 108, 110, 130, 134,
153, 157, 168, 255, 445, 477, 485, 492,
637
theft, 11, 387, 468, 478, 537, 629-630, 638
Empowerment, 8, 77, 79, 83-84, 86, 91, 103-107,
110-111, 150, 152
energy, 204, 277, 366, 369-371, 423
cost of, 204
direct, 277
indirect, 277
use of, 204, 370-371, 423
Energy management, 366, 369-371
England, 5
Entertainment, 20, 44-45, 94, 140, 384-385, 397, 406,
462, 473, 509
Environment, 63, 67-68, 80-81, 92, 107, 130-133, 136,
144, 147, 152, 159, 205, 252, 281, 283, 324,
346, 374, 381, 396, 398, 460, 540, 621
changing, 67, 81, 107, 205, 252, 540
economic, 63, 68
Equal, 20, 64, 145, 196, 200, 247, 279, 304, 355, 425,
459, 501, 505, 513, 551-552, 569, 571
Equipment, 3, 8, 16, 35, 49, 83, 85, 98, 107, 140,
148-149, 153, 156, 201, 205, 276, 312, 355,
367, 381, 384-385, 402-403, 417, 431,
437-439, 448, 459, 469, 471, 481, 501, 503,
509, 524, 527, 550, 604, 609, 624, 626, 628,
631
surveillance, 626
value of, 501
Equity, 2, 6-7, 15, 501, 503-505, 516, 542
Estate, 17, 37, 47, 57-58, 64-65, 73
Ethics, 474
code of, 474
Etiquette, 20, 139-140, 332, 460, 473, 493
Europe, 326
Evaluation of, 98-99, 131, 150, 212-213, 215, 218,
228, 241, 251, 253, 276, 299, 481
Executive housekeeper, 50-51, 53, 125-126, 128, 132,
172, 182, 206, 209, 469, 572, 578, 613,
615-616, 631, 633
exercise, 11, 17, 21, 30, 36, 43, 61, 104-105, 140, 380,
431, 455, 458, 471
Expedia, 8, 268, 339, 345, 349, 352, 525
Expedite, 612
expenses, 10, 12, 15, 39, 46, 88, 168, 182, 252,
276-278, 302-303, 373, 396, 425, 502, 506,
533, 541-542, 563, 595, 597, 603, 633
Extended-stay hotels, 23, 35, 43, 48, 63, 66-67
Extension, 11-12, 14, 193, 376-377, 379, 389, 463,
534, 566, 568-569, 571
Extensions, 373, 388, 535
External customers, 130
Eye contact, 94, 107, 487
F
Facility, 21, 36, 43-45, 111, 301
Fairfield, 40, 69
Fairfield Inn, 40
Family and Medical Leave Act of 1993, 158
Fan, 625
Federal Express, 367
Feedback, 72, 89, 99-100, 477, 483
Feeder markets, 235
Fills, 141, 587
Financial analysis, 500
financial institutions, 425, 515
Financial results, 87
Financial statements, 9, 55, 393, 396, 499-500, 598
basic, 499
payroll, 396
financing, 58, 66
Fire, 43, 84, 139, 421, 465, 572-573, 617-618,
620-621, 624-625, 627, 629-630, 638-639
evacuation plan, 620
extinguisher, 627
Fire extinguishers, 624
Fire safety, 624, 638
First aid, 619, 627
First-aid kits, 627
Fixed costs, 252, 276, 278
fixed expenses, 276, 278
Fixtures, 7-8, 80, 276, 312, 593-594, 631
flow, 70, 116, 124, 177, 565, 611, 626
focal point, 108, 477, 618, 636
Food, 4-5, 7, 9-12, 14, 17, 19, 27, 30-31, 35, 37-38,
40, 42, 45, 50-52, 54-55, 64, 67-68, 70, 88,
107-108, 118, 135, 140, 157, 174-175,
177-178, 200-201, 209, 239, 244, 276-277,
289, 297, 302, 308, 311, 365, 367, 384,
392-393, 396, 410-411, 420, 462, 468, 473,
477, 498, 507-509, 515, 518, 521, 536,
550-551, 564, 567-568, 574, 577-578, 586,
590-591, 594, 597-601, 603, 607-610, 623,
626, 635
flow of, 177
imported, 468
Food and beverage, 5, 7, 9-12, 14, 17, 19, 30-31, 35,
38, 40, 45, 51, 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,
508-509, 515, 518, 521, 536, 550-551,
567-568, 574, 577-578, 586, 590-591, 594,
597-600, 603, 607-610, 626
Food and beverage operations, 64, 277, 603
managers, 64
Food preparation, 609
equipment, 609
Food production, 67
Foodservice, 5, 14, 17, 30-32, 43, 64, 72, 594
Forecasting, 22, 62, 131, 157, 166, 179, 182-184, 196,
212-215, 217-218, 220-221, 224, 227-230,
234-235, 238-241, 248, 250-252, 255-257,
295, 310, 435, 574
dilemma, 239
Formal communication, 622
Forms, 4, 64, 141, 145, 160, 342, 344, 363, 424, 429,
500, 502, 526, 580
credit, 4, 424, 429, 502, 580
Four Seasons, 38
franchisee, 396, 398
Franchisees, 63, 66, 202, 332, 344, 347, 396, 398,
583
Franchises, 73, 281
franchisor, 4, 7, 9, 13, 25, 57-59, 61, 66, 71, 73,
202-203, 267, 282, 323, 339, 345, 396, 398,
404, 443, 477, 481, 484-485, 489-490, 576,
600, 603
Franchisors, 9, 58, 61, 63, 66, 202, 263, 342, 344-345,
347, 350, 396, 404, 454, 477, 481, 583, 585
Free, 7, 9, 40, 43, 85, 96, 102, 149-150, 168, 171,
192, 205, 239, 266, 322, 330, 333, 337, 346,
355, 364, 366-367, 369, 376-379, 381, 390,
397, 399, 414, 478, 484, 487
fringe benefits, 147
Front desk, 7-8, 11-13, 15-16, 21, 49, 55, 70, 73,
77-78, 80-84, 86, 89, 91, 93-96, 98, 101-102,
108-111, 116-119, 123-128, 133-134,
136-139, 141, 148, 155-159, 168, 172-173,
178, 183-184, 189, 193-194, 200, 206-207,
252, 261, 264, 267-268, 275, 282, 285-286,
307, 310-313, 332-333, 345, 358-359,
367-368, 370, 375, 377-378, 380-381,
383-384, 387, 389, 391-395, 398-400,
403-406, 408-411, 416-417, 419, 421, 425,
430-434, 436, 438-441, 444-452, 455-470,
475-482, 484-485, 487-488, 490-494,
497-498, 500, 516, 518, 521, 523-529, 531,
533, 535, 537-538, 540-543, 548, 550-551,
556, 559, 562-563, 565-566, 578-581,
586-587, 594, 596, 603, 606-610, 612-613,
615-616, 618-621, 623-625, 627-629, 631,
633-634, 637
Front office, 1, 3, 7, 9-10, 12, 14, 17, 21, 23-25, 30-32,
34-49, 51, 55-56, 58, 61-70, 72-73, 75-111,
113-163, 165-179, 181-209, 211, 213-214,
216, 218, 220, 224-225, 227-229, 231,
235-238, 242, 244-245, 248, 252-255, 257,
259-260, 263, 266-277, 279-282, 285,
291-292, 294-296, 298-301, 310-312, 315,
317-319, 322, 324, 326-327, 331-332,
334-335, 339-342, 344-347, 352, 354, 356,
358-360, 361-400, 401, 403-413, 415-418,
420-424, 430, 432-435, 438-442, 443-494,
495, 498-504, 506-507, 509, 511-514,
516-518, 520, 522-523, 525-526, 528,
530-532, 534-536, 539-540, 542-543, 545,
548-549, 551, 554, 559, 561, 563, 565-570,
573, 579-580, 583, 586-587, 589-639
Fruit, 5, 40
juices, 5, 40
Full-service hotels, 13, 23, 35-40, 59, 63-64, 201, 274,
369, 396-397, 410
funds, 3, 8, 10, 12-13, 16, 39, 138-139, 318, 347,
385-386, 395, 400, 405-406, 426, 472, 503,
510, 513-515, 518-521, 528-529, 536, 542,
556, 568, 612-613, 624
643

---

total, 3, 13, 347, 385-386, 400, 405, 426, 513-514,
536
G
Galileo, 10, 214, 323, 336
Gambling, 392
Games, 109, 267, 288-289, 365, 381, 386, 391-392
Gaming, 392
Gas, 43, 141, 623, 627
General ledger, 9, 507, 509, 516, 539, 542, 562, 566,
570
posting to, 509
General manager, 6-7, 9, 11, 48-49, 51, 78, 81, 88-89,
122-126, 132, 147, 157, 162, 168, 174,
177-178, 181, 184, 206-209, 214, 256, 260,
262, 264-265, 269, 283, 285, 288, 310,
312-313, 318, 332, 335, 360, 440, 445, 457,
462, 464, 477, 481, 484, 500, 502, 511-512,
523, 537, 542-543, 548, 555-556, 568, 573,
578, 581, 584-585, 588, 590-592, 594,
597-600, 610, 612, 621-625, 634-636, 639
General managers, 147, 162, 191, 254, 298, 303, 379,
484, 578, 588, 598
Germany, 339
Glasses, 121
Global distribution system (GDS), 10, 214, 257, 317,
320, 408
Globalization, 10, 60, 62-63, 71, 73
Glossary, 1-22
Goals, 4, 12-13, 45, 69-70, 77, 79, 83, 86-87, 91,
97-98, 103, 105-107, 129-130, 132-133, 147,
154, 208, 262, 268, 276-278, 283, 298, 397,
448, 452, 492, 584, 586, 624, 635, 637
Goodwill, 435
Government, 4, 17, 29, 42, 45-46, 84, 253, 265, 274,
283, 289-290, 292, 311, 320, 375, 490, 502,
569, 601-602, 607, 638
graphics, 344
gratuities, 509
Greek, 37
Greens, 384, 387, 509
grocery store, 304
gross profit, 10, 252
Growth, 66, 130, 338
guarantee, 5, 10, 13, 186, 188, 239, 243, 345, 347,
359, 389-390, 404, 407, 416, 420, 425, 429,
435-436, 453, 477, 484, 486, 515, 528,
541-542, 561, 607-608, 638
Guaranteed reservations, 312, 401, 406-407, 434,
531, 577
Guest ledger, 10, 495, 507-509, 512-513, 515-516,
529, 536-537, 542, 546, 555, 562-563, 565,
570-571, 580, 601, 613
H
Handle, 84, 136, 148, 244, 329, 374, 416, 465, 489,
556, 621, 626, 629
Harassment, 151, 594
Hardware, 11, 16, 120, 203-205, 371, 379, 387,
437-438, 463, 573, 604
Head, 7, 51-53, 55, 73, 146, 150, 209, 268, 354, 469,
582, 594-595, 627
headings, 353
health, 30, 32, 38, 81, 367, 384, 461, 465, 469, 502,
605, 619-620
height, 464
high turnover, 78, 144, 147
high volume, 374
Hit, 16, 342
Hold, 3, 6, 10, 13-14, 17, 45, 47, 151, 223, 238, 242,
269, 318, 333, 361, 372-375, 386, 395-396,
399-400, 406-407, 422, 453, 460-461, 518,
556, 559, 566-567, 606, 616, 627
Holiday Inn, 40, 322, 352, 396
Holiday Inns, 36
Hong Kong, 38, 141, 358, 398, 440, 586
Hospitality, 3, 5-6, 8, 10-15, 20-21, 23-28, 30, 32-34,
44-45, 49, 56, 58, 60, 69, 72-73, 79, 84,
87-89, 92-93, 97, 101-102, 107-111, 116,
124, 131, 135-136, 142, 147, 159, 162, 206,
225, 230, 254-255, 287, 302, 310, 319-321,
323, 329, 335, 346, 400, 451-457, 472-473,
483, 491, 493, 502, 539, 548, 586, 588,
635-636
Hospitality industry, 10, 23-28, 30, 32-33, 45, 49, 56,
60, 69, 72, 84, 108, 110, 131, 135, 159,
254-255, 320-321, 323, 329, 335, 346, 472,
491, 493, 586
philosophy of, 24
hospitals, 30
hotel, 2-21, 23-31, 33-49, 51, 55-70, 72-73, 76-98,
100-104, 106-111, 114-126, 128-132,
134-163, 167-179, 181-186, 188-209,
213-214, 216-240, 242-245, 247-248,
250-258, 260-313, 317-360, 362-381,
383-387, 389-393, 395-400, 402-442,
444-455, 457-491, 493-494, 495-526,
528-543, 547-552, 554-563, 565-575,
577-588, 589-639
Hotel departments, 35, 91, 118, 122, 135, 142, 154,
177, 179, 358, 376, 480, 551, 555, 591, 593,
596, 600, 611, 634-636, 639
front office, 35, 91, 118, 122, 135, 142, 154, 177,
179, 358, 376, 480, 551, 591, 593, 596,
600, 611, 634-636, 639
housekeeping, 35, 118, 135, 177, 591, 611,
634-635
night auditor, 551, 555, 611
reservations, 122, 177, 635-636
rooms division, 135, 142
Hotel industry, 20, 39, 59, 61, 63-64, 66, 68, 70, 108,
124, 128, 135, 163, 190, 193, 205, 207, 227,
230, 239, 242, 253, 256, 286, 298, 310, 320,
322, 328, 330, 338, 345-346, 348, 357, 359,
380-381, 397, 438, 441-442, 489, 498, 521,
554
Hotel staff, 4, 19, 69, 78, 82, 93, 96, 194, 217, 243,
281, 284, 319, 369, 389, 410-411, 415-416,
421-422, 445, 457, 464, 475-477, 481, 490,
518, 591-594, 596, 600, 607-608, 611,
617-618, 622, 629, 634, 636, 638
Hotels, 4-6, 8-13, 16-18, 21, 23-46, 48-49, 55-56,
58-68, 77, 81-82, 93-94, 97, 101, 104,
106-108, 111, 119-121, 123-124, 126, 134,
138, 140-141, 143-144, 146-147, 150, 155,
162, 171, 179, 185, 187, 189-193, 200-201,
204, 207-208, 214, 217, 221-222, 225, 227,
230-237, 239-240, 242-245, 248, 250,
253-254, 260-267, 271-277, 280-283,
285-286, 289-292, 295-300, 302, 306,
308-310, 312, 320-324, 326-328, 330, 332,
336-337, 339-350, 352-355, 357-360,
363-364, 366-369, 371, 374-377, 381-385,
387, 389, 391-393, 395-397, 402-404,
406-408, 410, 413-415, 419, 421, 423-425,
428-429, 431-433, 435, 437-438, 440, 442,
447, 449-450, 452, 460-470, 472-473, 475,
481-484, 489-490, 493, 497-498, 502, 507,
509-510, 512, 517-518, 520-521, 524-527,
530-531, 535-537, 547-550, 555-556, 559,
567-568, 573, 576, 578-579, 582, 584-586,
588, 592, 599, 603, 605, 607, 609, 612-613,
616-619, 621, 623-624, 630-631, 633
and resorts, 48
rack rate, 17, 34, 225, 253, 261, 265, 272-273,
282-283, 296-297, 299-300, 309-310,
347, 607
spas, 29, 424
Housekeeping, 7, 12, 18, 29, 35, 38, 43, 49, 51, 55,
70, 97, 108, 118, 132, 135, 137, 139, 157,
159, 177-178, 244, 255, 265-266, 277, 303,
369, 392-393, 430-431, 433, 436, 462,
468-469, 485, 489, 523, 526, 533-534, 540,
554, 560, 562, 570-571, 576, 578-579,
581-582, 590-592, 594, 597-598, 611,
613-616, 629, 631, 633-635, 637
Howard Johnson, 36
Hubbart formula, 276-278, 283
Human resources, 7, 19, 48, 50-51, 55, 59, 70,
114-115, 117-118, 123, 129-130, 132-134,
142-144, 146-147, 150, 155, 160, 250, 254,
277, 479, 494, 592-594, 634
compensation, 147, 254
employee development, 130
orientation, 114-115, 132-134, 146-147, 155, 160
performance appraisal, 132-134, 150
planning, 118, 250
recruitment, 114-115, 130, 132-134, 143-144, 160
Hurricane Katrina, 621-622, 624
Hyatt, 37, 61, 94, 108-109, 206-207, 322-323
I
Ice machine, 511
Illinois, 182, 206
Inclusion, 207, 454, 551
inclusive, 2, 15, 225, 274, 287, 312, 472
income, 9, 29, 68, 277-278, 303, 505-507, 601, 611
payable, 505
Income and expenses, 506
Incremental revenue, 303
Indirect expenses, 276
Indonesia, 630
Induction, 11, 147-148, 155, 160, 162, 460, 494
Information, 2, 4-6, 8-11, 14-20, 25, 36, 41, 48, 55, 62,
69-70, 94-99, 110-111, 120-121, 130,
132-133, 137-138, 140-141, 146-152,
157-158, 160, 162-163, 166-179, 181-182,
184-190, 194-199, 202-205, 207, 209,
213-214, 219, 228-230, 232-233, 235-237,
240, 242, 244-245, 248, 250-252, 256-258,
260, 262, 264-265, 267-270, 281-284, 289,
291, 293, 305, 319, 322-323, 327, 330,
333-334, 336-344, 348-349, 351, 353-354,
362-363, 368-369, 375-376, 379, 381,
384-385, 387, 389, 391, 393, 395-396,
398-399, 401-402, 409, 412-413, 416-422,
425, 428-432, 436-439, 443, 446, 454-456,
461-466, 469, 472-475, 481, 484, 486-491,
496, 498-500, 502, 506-507, 513-514,
516-518, 522-524, 526, 528, 530, 532, 534,
536-537, 542-543, 547, 549, 551-556, 559,
561-562, 567, 570-580, 582-585, 587-588,
590-594, 596-600, 603-604, 606-607,
609-611, 613-615, 617-619, 622-623, 626,
628-630, 633-636, 638-639
Information system, 194
Infrastructure, 81
Inns, 28-29, 36, 40
Input, 16, 86, 95, 97-99, 101, 110, 130, 133, 138, 147,
153-154, 158, 160, 172, 217, 240, 269, 331,
384, 445, 478, 481-483, 491, 594, 611, 617,
634
Inputs, 97, 137, 140, 473, 592
In-room amenities, 38, 41, 187
Inseparability, 34
Insurance, 3, 146, 276, 489, 573, 617
Integration, 204, 206, 397
Intercept, 375
Interdepartmental coordination, 10, 594
Interest, 4, 6-8, 12, 20, 33, 37, 45-47, 70, 73, 77, 102,
104, 107, 116, 124, 136, 146, 157, 161-162,
178, 182, 188, 194, 202, 209, 227, 229, 276,
292, 310, 317, 326, 338, 343, 355, 366, 381,
385, 392, 407, 415, 440, 481, 533, 573,
577-578, 580, 582-583, 603, 610, 613, 616,
632
Interpretation, 301
Interviews, 98, 101, 146, 160
employment, 146, 160
Intranet, 11, 158, 162, 396, 580, 582, 588
Inventories, 3, 239, 292, 306, 352, 501, 503
decreases, 503
inventory, 6, 8, 11, 62, 133, 166-167, 169, 175, 185,
190, 194-199, 203, 213, 238-240, 262-263,
270-271, 306, 311, 316-319, 329, 334, 336,
339, 345, 347, 349-353, 357, 359, 393, 411,
414, 421-422, 430, 440-441, 461, 463, 586,
614, 632
control of, 316, 318, 350, 352
levels, 62, 133, 263, 270-271, 347
low, 62, 238-239, 306, 351
records of, 357
investment, 17, 57-58, 73, 276-277, 279, 312, 339
rate of return, 17, 276
Invoices, 16, 393, 472
Iron, 468
Issued, 10, 18, 205, 207, 209, 354, 363, 380, 402,
406, 426, 433-434, 436, 439, 512, 514-515,
524, 528, 584, 628
Issuing, 7, 380, 402-403, 417, 431-433, 436-437, 439,
510, 515, 518, 528, 532
J
Jargon, 461
job description, 11, 134-135, 148, 161, 470-471, 473,
554-556
Job descriptions, 142, 155, 162, 470, 472, 493, 638
Job rotation, 637
Job specification, 11, 135, 161
Jobs, 42, 83, 105, 109, 150, 153, 158, 358, 499, 624
Johnson, Howard, 36
Joint ventures, 124
Journal, 580, 626