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participative, 150, 154
top management, 592
Management accounting, 556
management fees, 276
Managers, 8, 11, 18-19, 24, 27, 50-52, 54-55, 60, 62,
64-66, 68, 73, 76-79, 81, 83-91, 95-96, 98,
102-106, 111, 119, 123, 125, 128-130,
132-133, 135, 140, 142, 144, 146-147,
151-153, 156, 158, 160, 162-163, 167-168,
174-175, 177-179, 182-184, 189, 191, 208,
213-214, 217, 244, 250-251, 253-254, 256,
260, 262, 265-266, 270-273, 275, 280-286,
288-309, 339, 342, 346-347, 350, 353, 355,
365, 369, 374-375, 379, 391, 393, 396, 414,
425, 441, 444-445, 447-448, 462, 466,
472-473, 477, 479, 481-484, 488, 490-491,
499, 502, 511, 515-516, 537, 547, 549,
552-554, 556, 569, 571-574, 577-580, 582,
584-585, 588, 591-593, 596-600, 606-607,
610-611, 613, 618, 622-624, 627-628,
632-637
catering, 52, 132, 578
events, 27, 130, 140, 156, 182, 217, 250, 256, 275,
281, 290, 295, 306, 355, 447, 472-473,
584, 607
food and beverage operations, 64
front-line, 254, 637
middle, 549
responsibilities of, 51, 55, 81, 88, 162, 213, 217,
251, 444, 472, 482, 600, 635
roles of, 588
top, 8, 78, 81, 85, 89-90, 104, 132, 151, 182, 280,
573, 580, 591-592, 627
Marc, 530
market, 4, 8, 13, 35-36, 38, 40-41, 43, 46-48, 59-61,
65-66, 71-73, 88, 90, 110, 208, 231, 235,
257, 259-260, 262, 271, 275, 281-294,
299-301, 305, 308, 312, 337, 379, 442, 525,
541, 575, 600, 602
global, 257, 337
information, 4, 8, 36, 41, 48, 110, 235, 257, 260,
262, 281-284, 289, 291, 293, 305, 337,
379, 575, 600
research, 110, 231, 235
target, 41, 286
Market segmentation, 13, 60-61, 71, 73
Market share, 13, 35, 48, 72, 88, 90
Marketing, 6-8, 11, 13, 23, 43, 45, 48, 50-52, 55,
59-65, 69, 71, 87-88, 110, 118, 121, 127,
133, 135, 139, 177-178, 208, 217, 236, 238,
254, 257-258, 260-261, 265, 269-270, 275,
277, 289, 291, 301, 303, 318, 331, 334, 338,
340, 343, 347, 352, 360, 374-375, 408-409,
416, 440, 464, 485, 489, 492, 512, 515-516,
578, 580, 590-591, 593-594, 597-600,
604-607, 610, 635-636
channel, 7-8, 257, 318, 331, 334, 338, 340, 343,
347, 352, 360, 408
effort, 275, 331, 440, 492, 636
message, 13, 270, 334, 347, 374-375, 464
mix, 291, 301, 600
plan, 8, 13, 45, 87-88, 110, 133, 135, 269, 464,
489, 593-594, 598, 610
plans, 88, 275, 464, 636
tactics in, 598
Marriott, 37-38, 40, 43, 47, 94, 108, 322, 336, 435,
489, 492, 586, 612, 630, 637-638
full-service hotels, 37-38, 40
Marriott International, 94
Residence Inn, 43, 435
Meals, 2, 8, 10, 13, 15-16, 29, 31-32, 35-37, 42, 45,
77, 93, 225, 274, 288, 297, 325, 327, 412,
570, 607-608, 622-623
away from home, 35
measurement, 96, 99, 298, 300, 303
Measuring, 159, 179, 298-299
Meeting planners, 237, 239, 334, 356-357, 360, 397
Meetings, 5-6, 9, 29-30, 36, 38-39, 44-47, 67-68, 77,
88-90, 109-110, 118, 130, 151, 225, 237,
258, 269, 288, 290, 355, 408, 413, 440, 488,
491, 591-594, 603-604, 607, 611, 630, 639
Mentoring, 135
Menu, 55, 374, 393, 455, 474
engineering, 55
language, 474
size, 55
type, 474
Menus, 38, 64
Merchant model, 13, 316, 345-347, 359, 525
Merchant services, 612
Metal, 10, 433, 630
Mexico, 42, 68
MICROS, 208, 312, 400, 442
Microtel, 366, 612
Milk, 5, 40, 306
Minibars, 107, 381-383, 387, 400, 524
Mission statement, 13, 87-88, 110, 147, 152
Models, 198, 345, 348
moderate, 65, 196, 422
Moments of truth, 14, 76, 100-102, 111, 459
Monaco, 262
Morale, 78, 109-110, 131, 158
Motivation, 86, 114, 150, 162, 324-327, 493
Multitasking, 14, 460
Mystery shoppers, 443, 483, 490, 493
Mystery shopping, 484, 491, 493
N
National Restaurant Association, 45, 413
National Restaurant Association (NRA), 45, 413
Neat, 131, 141, 488
Needs, 5, 10, 16, 19-20, 24-25, 27, 30, 35-36, 44-45,
70-71, 78-79, 81-82, 84-85, 88-89, 92,
96-97, 99-101, 104-107, 110, 119, 127, 132,
140-141, 147-148, 152, 154-155, 158,
160-161, 167-169, 172, 175, 178, 182,
184-185, 189-190, 195, 199, 203, 206-207,
250, 257, 262, 285, 309, 323, 332, 336-337,
341, 358, 397-399, 402, 411, 413, 419, 421,
443-444, 447, 449-450, 452-453, 458, 461,
468-469, 471, 473, 475, 479, 490-492, 497,
523, 540, 554, 556, 577, 594, 598, 603, 605,
607, 613, 617, 627, 629, 635-636
universal, 161, 603
net profit, 347
Networking, 109, 438
Networks, 29, 379
Nevada, 69-70
new products, 46, 130
New York, 6, 37, 119, 250, 281, 322, 341, 438, 475,
490, 526, 539-540
New York City, 6, 250, 281, 322, 475, 526, 540
newspapers, 3, 38, 40, 51, 472
No-shows, 21, 212, 219-222, 227, 229, 242-243, 296,
304, 374, 401-403, 406-407, 415, 417, 431,
435-437, 452, 531-532, 547, 549, 556-557,
560-561, 563, 572, 583
not-for-profit, 131
nursing homes, 32
O
Objectives, 603
Obligations, 14, 122, 132, 266, 277-278
Observation, 103, 280, 304
Obsolescence, 437
Occupancy percentage, 120, 216, 229, 231-232,
247-248, 264, 302-303, 436, 561, 600, 606
Offers, 4, 9, 12-13, 21, 30, 37, 39-40, 65, 67, 70, 138,
156, 192, 194, 225, 233, 267, 287, 333, 337,
340, 354, 367, 381, 389, 463, 485, 554, 573
Office supplies, 15, 286, 463, 563
Off-season, 17, 273, 326
Oktoberfest, 109
Omni, 280, 424
ongoing training, 87, 618, 630
Online gambling, 392
operating activities, 549
Operating budget, 15, 87-88, 110, 132, 603
Operating costs, 15, 64-65, 78, 90, 124, 132-133, 154,
157, 204, 276-278, 280, 282-283, 308, 372,
597, 638
Operating reports, 130, 132-133, 547
645
Operations management, 57, 119
Orders, 152-153, 181, 379, 472, 551, 631, 633
Organization, 3-5, 7-9, 11, 13-15, 18, 20-21, 23-26,
32-33, 42, 48-49, 51, 56, 58, 60, 65-66, 68,
71-73, 81, 85, 87, 89, 92, 94, 97, 100-101,
108, 110-111, 114-115, 117, 122-126,
128-129, 131-132, 134-135, 137, 139,
142-144, 150, 158, 161, 186, 207, 225,
235-237, 322-323, 326, 389, 423, 425, 427,
430, 442, 477, 485, 491, 502, 571, 603, 605,
624, 636
chart for, 48-49, 124-126, 131, 142
culture of, 124
Organization charts, 48, 51, 135
organizational structure, 122, 126-127
Organizations, 5, 11, 24-25, 27-33, 35, 41, 45-46, 58,
61, 84, 94, 103, 110-111, 117, 131, 135, 142,
161, 231, 258, 323, 328, 332, 348, 436, 493,
502, 515, 569
new, 11, 30, 46, 110-111, 323, 328, 493
Organizing, 21, 131
Orientation, 11, 15, 114-115, 132-134, 146-148,
151-152, 155, 160-161, 163, 358, 374, 450,
618
Output, 16, 149, 384, 500
Outstanding, 19, 255, 257, 262, 270-271, 501, 512,
567, 582
Overbooking, 15, 295, 304, 312, 442, 604
Overtime, 398, 637
owner, 2, 5-7, 12-13, 15, 29-30, 47-48, 59, 73, 183,
276-279, 298, 396-397, 429, 477, 501,
503-505, 516, 542
obtaining, 2
reporting, 2, 48, 503
responsibilities, 2, 48
P
PACE report, 197, 248
packaging, 367
paper, 15, 204, 286, 333, 367, 479, 525, 527, 537,
542, 579-580, 584-585, 623, 629
Paper trail, 15, 525, 537, 542
credits, 525
Parent company, 233
parents, 151
Parking, 21, 51, 53, 64, 77, 120, 123, 126, 128, 134,
138, 140-141, 156-157, 287, 330, 416, 447,
455, 470-471, 475, 488, 491, 509, 550-552,
604, 606, 608, 618, 625, 630
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