Pearson New International Edition International pcl tp indd 1

Parties, 5, 12, 16, 36, 38, 62, 140, 239, 318, 332, 343,
347, 353, 359, 381, 473, 532, 629
Partnerships, 502
Payment card processing, 369, 406, 425-426, 514
Payment terms, 325
Payroll, 52, 108, 130, 132-133, 158, 396
Perceived value, 191, 297, 332
Percentage, 4, 7, 11, 13-14, 17, 35, 47, 62, 119-120,
189, 214, 216-217, 220-222, 229, 231-232,
237, 247-248, 250, 264, 267, 275-276, 296,
300-303, 308, 379, 385, 391, 407, 436, 498,
511, 561, 574, 600, 606
Perception, 42, 60, 77, 82, 100-101, 111, 181, 237,
299, 377, 477
Perception of value, 60, 299
Performance, 5, 11, 19, 105, 116, 120, 130, 132-135,
149-150, 161, 166, 179, 181-182, 184, 221,
231-233, 240, 254, 256, 298, 436, 475, 477,
483, 485, 489, 583-584
appraisals, 132-133, 161
Performance appraisals, 132-133, 161
Performance evaluation, 130
Performance standards, 120
Perishable, 271, 306, 309
Perks, 72, 409
Permits, 258, 391, 414, 613, 620
perpetuity, 7, 47
Personal digital assistants (PDAs), 141
Personnel, 21, 25, 29, 38, 46, 49, 51-52, 55, 62, 88,
94, 104, 114-115, 117-120, 122-123, 129,
132-133, 138, 142-143, 145, 148, 156-157,
159, 162, 167-169, 175, 181, 185, 190,
193-195, 199, 203, 205-206, 231, 239, 257,
292, 328, 333-334, 358, 408, 412, 416, 428,
440, 444-446, 450-451, 458-459, 464-467,
470, 474-477, 482, 485, 488, 491, 493-494,
516, 526, 530, 534-535, 543, 578, 590-591,
594, 597, 604, 606-613, 615-621, 625,
627-629, 631-635, 637-638
Petty cash fund, 564, 571
pH, 601
physical capabilities, 624
Physical inventory, 614
Planning, 20-21, 29, 45-46, 75-111, 118, 131, 157,
161, 167-169, 174-175, 185, 190, 195, 199,
203, 250, 307, 319, 414, 444, 447, 476, 543,
590-591, 595, 597, 599, 607, 617, 624
human resources, 118, 250
long-range, 87-88, 110, 250
planning tool, 88
Players, 335, 434
Plumbing, 102, 432, 489, 523, 631
PMT, 186
Point of sale, 16, 383, 399
Point-of-sale (POS) systems, 361, 371, 383, 393
points, 10, 70, 91-92, 232, 302, 308, 313, 345, 348,
486-488, 494, 525, 527, 594
Policies, 6, 8, 93-94, 130-132, 134, 136, 138, 141,
147-148, 150-151, 153, 158, 160, 255, 304,
318, 350, 358, 378, 393, 404, 406-407, 412,
415-416, 424-426, 428-429, 434-436, 440,
442, 490, 496, 498, 516-519, 521-523,
528-529, 534, 537, 540-543, 555, 561,
568-569, 571, 587-588, 594, 612, 616-617
Policies and procedures, 8, 93, 130-132, 134, 138,
147-148, 255, 358, 424, 440, 496, 498,
516-517, 521-522, 529, 534, 537, 540-541,
543, 555, 571, 587, 612, 617
popularity, 344, 371, 438, 520
portions, 339
Positioning, 269
Pressure, 42, 65, 159, 353, 421
Preventive maintenance, 16, 205, 208, 631
Price, 3, 6-8, 12-13, 15, 17-18, 21, 24, 29, 34, 36-37,
39-43, 61-65, 72, 79, 92, 111, 119, 167, 169,
175, 181, 185, 190, 193-199, 203, 205-206,
225, 230, 238-239, 252-253, 260, 267,
270-272, 274-275, 279, 282, 297, 303-304,
306, 325-326, 330, 332, 335, 337, 339, 345,
348, 353, 356-357, 376-377, 383, 386, 392,
410, 421, 447, 453-454, 490, 604
conscious, 65, 306, 348, 357
quote, 18, 275, 335, 453-454
resistance, 8, 17, 270, 275, 332
Pricing, 18, 41, 62, 166, 172, 197-198, 212-213, 215,
218, 228, 234-235, 239-241, 247-248,
250-253, 255-256, 258, 259-260, 262,
270-271, 275-276, 279-280, 282-284, 293,
295, 305-306, 308-309, 312, 330, 338, 340,
348, 358, 377, 379, 393, 423, 448, 574, 599,
604, 610-611
length of stay, 235, 293
printing, 244, 369, 417, 463, 527
Procedures, 5, 8-9, 20, 35, 45, 64, 70, 77-78, 83, 85,
93-94, 97-98, 100-101, 104, 130-132, 134,
137-138, 141, 146-149, 153, 158-159, 168,
207, 209, 220, 255, 260, 262, 284, 293,
304-306, 309, 343, 358, 360, 381, 387, 393,
398, 402-404, 406, 415, 417, 424, 431-433,
436-440, 452-457, 459-460, 462, 464, 467,
476, 481, 496, 498, 500, 502, 506-509,
516-518, 520-523, 527-530, 533-534,
536-543, 547, 549, 554-557, 561-563, 565,
569, 571-572, 583, 585, 587, 594, 598, 609,
612, 615-620, 624-625, 627-628, 630-631,
633
Processes, 21-22, 25, 76-79, 81-85, 90-91, 94-107,
110, 130, 136-139, 167, 199, 267, 320, 332,
402-403, 415, 417, 430-431, 437, 439,
444-445, 447-448, 450, 452, 478, 488, 490,
497-498, 533, 556, 631
Processing, 4, 8, 16, 146, 170, 277, 369, 382-384,
386, 406, 425-426, 428, 438, 458, 463, 497,
514-515, 524-525, 529, 533, 570, 587, 612
Produced by, 248, 343, 557, 573
product, 5, 14-15, 19, 21, 79, 82, 124, 149, 208, 268,
296, 306-307, 310, 368, 382, 385, 392, 399,
437, 442, 477, 481, 483-484, 498, 517
availability, 310
sales, 14-15, 208, 268, 368, 498
production, 34, 67, 157, 177, 497, 607
meetings, 67, 607
Productivity, 14, 63, 68, 132, 154, 159, 183, 460, 463,
475
Products, 5, 7, 9, 11, 14, 17-18, 21, 30-32, 34, 36-38,
46, 61, 65, 82-84, 88-91, 96, 99, 101,
105-106, 119, 130, 137, 183, 205, 208, 280,
286, 306, 312, 320, 326, 341, 345, 381-382,
387, 391, 420, 442, 449, 477, 480-481, 483,
496, 507, 562, 568, 580, 591-592, 598,
609-610
Professional associations, 45, 84
Profit, 3-5, 9-11, 13, 15, 17, 30-32, 61-62, 64-65, 88,
90, 121, 131, 135, 182-183, 252-253,
256-257, 276-277, 325-328, 347, 356, 371,
483, 505, 507, 533, 568, 611-612
goals, 4, 13, 276-277
Profitability, 134, 173, 303, 350, 356, 362, 379, 586,
636
Project, 3, 80, 230, 248, 466
Promotions, 11, 130, 139, 144, 266, 340
Proof, 69, 426, 430, 551
Property management, 16-17, 57, 98, 120, 122, 161,
165-179, 181-209, 255, 362, 404, 407
Property management system (PMS), 16, 120, 122,
161, 167, 170, 255, 407
Property taxes, 65, 276
public relations, 253
publicity, 253, 624
Purchasers, 17, 69, 274, 287
qualified, 17
purchasing, 3, 19, 47-48, 53, 55, 118, 146, 326, 333,
347, 353, 357, 381, 387, 410, 477, 505
related to, 3, 357, 387
Purchasing agents, 53
Push, 621
Q
Quality, 4-5, 14, 17, 20-21, 24, 39, 42, 45, 60, 64,
68-69, 75-111, 124, 126, 130, 134, 150, 152,
171, 191, 199, 203, 205-207, 234, 250, 257,
262, 277, 297, 301, 310, 327, 333, 338, 358,
360, 375, 379-381, 386, 399, 414, 441,
443-494, 511, 523-524, 531, 533, 594, 629,
635-637
maintaining, 5, 108, 206, 386, 399
Quality standards, 60, 83, 105-106, 126, 333, 636-637
Quantity, 150, 234, 383, 410, 635
demand, 234
R
Race, 170-171, 426, 569, 626
Rack rate, 17, 34, 72, 197, 224-225, 253, 261, 265,
272-273, 279, 282-284, 288, 296-297,
299-300, 309-310, 334, 347, 607
radio, 461, 463, 621, 623, 627-628
Radisson, 37, 61, 94, 261, 310, 438, 452
Ramada, 36, 322, 396
Ratio, 2, 8, 11, 14, 18, 62, 92-93, 110, 298-301
Ratios, 12, 342
Readiness, 189, 194
Real estate investment trust (REIT), 17, 57-58, 73
Reasonable accommodations, 151
Reasonable care, 17
Rebates, 355
Receiving, 94, 242, 330, 366, 452, 464, 469, 537, 578,
618
personnel and, 464
seafood, 464
Receptions, 355, 412
Recession, 17, 69, 73
Recognition, 14, 36-37, 45, 58, 64, 72, 85, 151, 253
Reconciliation, 393, 555, 609, 613
Record keeping, 168-169, 196, 257, 333, 399, 421,
583
Records, 2-4, 6, 15-16, 19, 120, 130, 137-138,
166-167, 169-170, 173-178, 183-185,
189-190, 195, 198-203, 209, 221, 256, 357,
362-363, 365, 375-376, 392, 395-396, 399,
431, 433, 504, 506, 509, 512, 515, 530,
532-533, 536, 547, 549, 552, 554-555, 562,
564-565, 571-572, 578, 583-585, 614, 620,
628
Recreation, 26-28, 32, 38
clubs, 28, 32, 38
Recruitment, 17, 85, 114-115, 130, 132-134, 143-144,
160-161, 331, 450
reduce, 9, 35, 60-61, 96-97, 100-101, 104, 106, 135,
142, 158, 227, 270, 275, 280, 299, 302, 322,
356-357, 379, 386, 397, 406-407, 452, 462,
464-465, 514, 516-517, 528, 538, 568, 572,
595, 631, 633
Reduction, 99-100, 284, 297, 308, 494, 511, 538, 612
refrigerator, 43, 381, 493
Refrigerators, 191, 387
Religion, 569
rent, 15, 18, 21, 29, 34, 38, 41, 47, 61, 150, 157, 171,
646

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173, 181, 305, 325, 428
Rental cars, 25, 340
repeat business, 17, 89-90, 95, 110, 117, 280, 335,
447-448, 481
Reservation systems, 60, 62, 321-322, 328, 348, 369
Reservations, 3-4, 6-7, 15-17, 42, 45, 49, 51, 53, 55,
62, 65, 89, 94, 101, 109, 117, 119-120,
122-123, 125-128, 132-133, 137-138, 140,
146, 148, 157, 166-167, 169-171, 174-177,
184-186, 189-190, 193-196, 198-199,
202-203, 209, 213, 219-220, 222, 224,
227-228, 236-238, 242-243, 247-248, 250,
255-256, 258, 261, 267-269, 282, 285, 289,
294-296, 305, 312, 317-324, 328-333,
335-338, 342, 348-350, 352-353, 360, 369,
374, 384, 397, 401-420, 423, 429, 431-432,
434-437, 441, 444, 446-447, 450, 463,
473-475, 485-486, 489, 492-493, 525, 531,
547, 550, 552, 554, 575-577, 580, 584-585,
587, 599, 601, 626, 635-636
Reserve, 3, 11, 14, 171, 186-187, 189, 227, 238, 267,
297, 322, 335, 403, 409, 411, 438, 453, 525,
527, 532
Reserves, 10, 119, 140, 236, 411, 473
Resort Condominiums International, 29
Resorts, 18, 23, 28-29, 35, 46-48, 63, 68-69, 94, 254,
384, 389, 423, 438, 452, 463
Resources, 7-9, 19, 48, 50-52, 55, 58-59, 68-70, 72,
85, 88, 90, 93, 98, 104, 114-115, 117-118,
123, 129-130, 132-134, 142-144, 146-147,
149-150, 155, 160, 162, 227, 235, 250, 254,
257, 270, 277, 307, 398, 426, 441, 479, 494,
587, 592-594, 617, 634
Responsibilities, 2, 24-25, 48-49, 51, 55, 63, 68-70,
72, 78, 81, 88, 95, 103, 108, 114-117, 120,
122-123, 126-133, 135-136, 139, 142-143,
151-152, 159, 161-163, 168, 202, 206, 213,
215, 217-218, 228, 238, 241, 251, 254, 262,
268, 310, 358, 398, 402, 408-409, 441, 444,
446, 451, 459, 469-470, 472, 475-476, 480,
482, 492, 495-496, 500, 506, 536, 540, 543,
555, 586, 599-600, 609, 635-638
define, 398
of organizations, 25
Restaurants, 5, 28, 31, 38, 40-41, 43, 157, 159, 296,
306, 327, 383, 463-464, 474-475, 486, 493,
608, 626
airport, 464
full-service, 5, 38, 40-41
Retained earnings, 17, 503, 542
return, 15, 17, 21, 47, 61, 79, 93, 107, 119, 134, 182,
193, 199, 262, 276, 278, 286, 288-289, 299,
305, 307, 312, 321, 327, 374, 389, 424, 446,
450, 457, 461-462, 464, 466, 468, 482, 488,
523, 525, 527, 541, 586, 621, 625
attitudes, 450
Return on investment (ROI), 17, 276, 312
Revenue, 3, 7, 10, 13, 15-16, 18-19, 22, 35, 41, 62,
64, 66, 73, 81, 87-90, 119-123, 132-133,
136-138, 166-167, 169-179, 182-185,
189-190, 194-195, 198-203, 208, 214,
230-231, 235, 238, 245, 248, 250, 252,
256-257, 259-313, 330-335, 337-340,
346-347, 350-351, 353, 355, 357, 361-372,
379, 383-384, 388, 396-400, 407, 410, 414,
422, 441, 468, 472, 497-498, 500, 503,
505-506, 508, 511, 538, 541, 546, 551-552,
555-556, 560-565, 568-571, 573-575,
578-580, 582-584, 587-588, 597-598,
600-603, 606-607, 614, 626, 635
government, 265, 274, 283, 289-290, 292, 311,
569, 601-602, 607
Revenue management, 119, 122, 132-133, 166-167,
169-170, 172, 174-177, 185, 190, 194-195,
198-199, 202-203, 238, 252, 259-313, 335,
357, 414
implementation, 132, 259, 306-307
software, 203, 307, 312
revenue per available room (REVPAR), 66, 120, 256
Risk, 66, 71, 149, 294, 328, 478, 568-569, 630, 634
amount, 149, 568
Ritz-Carlton, 38, 92, 111, 159, 468-469, 489
chains, 489
Roman Empire, 5
Room rates, 4, 8, 10, 13, 15, 17, 22, 38-41, 62, 65, 88,
120-121, 132, 137, 173, 175, 179, 197, 209,
214-217, 234, 236-238, 252-254, 256, 258,
260, 262, 265-266, 268, 270, 272, 275-276,
280-285, 290, 293, 296-297, 299-300, 302,
304-305, 307-309, 318, 322, 324, 330,
336-337, 340, 342-343, 347, 353-357,
414-415, 422-424, 454, 509, 559, 587, 592,
599, 604, 606-607, 610
Room service, 13, 36, 62, 94, 108, 207, 367, 410, 428,
462, 464, 468, 472, 497, 558, 564, 598, 601,
607-608, 626
Rules, 5, 72, 139, 153, 270, 281, 344, 442, 496, 501,
505, 513, 515-516, 542
changes in, 153
S
SABRE, 10, 214, 321, 323, 336
Safety and security, 51, 139, 147, 593, 617-618
Safety issues, 63
Salary, 18, 128, 161
Sales, 7, 9, 11, 13-16, 18, 34-35, 41, 45-46, 48, 50-52,
55, 62, 69, 88-90, 110, 118, 120, 127, 132,
135, 137-138, 170, 173, 177-179, 181-185,
189, 196, 200-202, 208, 214, 217, 227,
230-231, 233-236, 238, 240, 250, 252-254,
257-258, 260-261, 264, 267-269, 279, 282,
286, 288, 291-295, 299, 301-303, 308, 313,
316-319, 328-329, 331-332, 334-335,
337-339, 342-343, 346-353, 355, 357-359,
367-368, 374, 376, 381, 386, 396-397,
408-412, 414, 416, 421-422, 440, 464, 469,
498, 500, 507, 512, 514-516, 548-550, 554,
561, 564, 568, 572-573, 575, 578-579, 582,
584, 587, 590-591, 594, 597-601, 603-607,
609-610, 635-636, 639
appeal, 13, 348
department, 7, 11, 15, 18, 48, 51, 55, 88-89, 110,
118, 120, 127, 132, 135, 137-138,
177-178, 181, 184, 208, 214, 238, 254,
257, 267-269, 282, 303, 316, 334-335,
338, 348, 374, 381, 408-412, 414, 416,
440, 464, 469, 512, 516, 549, 561, 564,
572-573, 575, 578-579, 582, 590-591,
594, 597-600, 603-604, 607, 609,
635-636, 639
volume, 9, 15, 235, 253, 299, 337-338, 374, 572,
591, 597-599, 607, 636, 639
Sales and marketing department, 11, 238, 257, 338,
374, 408-409, 416, 512, 516, 598
Sales and marketing staff, 88, 178, 236, 301, 515
Sales tax, 422, 601
Sales volume, 253, 337
Sanitizing, 468
Schedule A, 110
Scheduling, 25, 45, 108, 114-115, 117, 123, 129, 143,
151, 154, 156-157, 160, 250, 369, 420-421,
590-591, 593-594, 596-600, 604, 611, 634,
638
Screening, 145-146
seafood, 464
seasonal, 17-18, 46, 73, 273, 311
Seasonality, 47, 237
Security, 7, 12, 50-51, 53, 70, 101, 118, 125-126, 128,
131-132, 139, 147, 239, 244, 380, 401,
432-434, 436, 465-466, 520, 527-528, 530,
586-587, 590-591, 593, 597-598, 608, 611,
616-619, 621-625, 627, 629-630, 633, 635
Security department, 70, 244, 465-466, 590, 616-618
Security officers, 629
Self, John, 111
Self-service, 452, 463
selling, 3, 6, 8, 12, 20, 64, 138, 181, 196, 198, 200,
217, 235, 240, 260, 270-271, 277, 279-280,
286, 288, 294, 297, 299-300, 309, 312, 317,
319, 325-326, 328-329, 332-333, 338,
341-343, 345, 347, 349, 352, 356, 359, 376,
408, 437, 440, 463, 469, 559, 587, 592, 598,
606
Semantics, 25, 30-32, 34-48, 51, 55-56, 58, 61-69, 72,
79-84, 87, 89, 93, 97, 99, 101, 103, 110, 116,
119-120, 124, 128-129, 131, 134-135,
143-144, 146-150, 152, 154-155, 158, 161,
171-175, 178-179, 181, 183, 187-188,
190-191, 196, 200-201, 204-205, 208, 214,
216, 218, 220, 224-225, 227-229, 231,
235-238, 242, 245, 248, 252, 254, 257, 263,
266-276, 279-282, 291, 294-296, 298-301,
311, 319, 322, 324, 326, 332, 334-335,
339-342, 344-347, 354, 356, 359, 364, 366,
372, 375-377, 379, 382-386, 389-390, 392,
395-396, 399, 404-407, 409-413, 415,
417-418, 420, 422, 430, 432-435, 441, 451,
460, 472-473, 476, 483, 493, 498-504, 507,
509, 512, 514, 518, 522-523, 525-526, 528,
531, 535-536, 542, 549, 551, 554, 559, 561,
563, 565-569, 573, 579, 583, 587, 593-594,
597, 600, 604, 607-609, 614, 619, 630, 632,
638
Seminars, 586
senior citizens, 144, 282
Servers, 16, 54, 157, 384, 608
Service, 2-10, 12-14, 16-17, 19-22, 23-25, 27, 29-31,
34-43, 45-46, 48-49, 59, 62-70, 72, 75-111,
115-120, 122, 124-125, 129-134, 136-138,
140-142, 145, 147, 149, 154-156, 162-163,
168, 177-178, 181, 183-184, 191, 201,
206-207, 233, 239, 244, 255, 262, 268, 270,
274, 276, 279-280, 282, 295-297, 305,
307-308, 310, 318, 320, 326-327, 330, 333,
354, 358, 363-364, 366-369, 373-375, 377,
379, 381, 384-387, 391, 393-397, 399-400,
404, 410, 413, 417, 425-426, 428, 437, 441,
443-494, 496-497, 509, 514-515, 523,
525-531, 540-542, 548, 558, 564, 570-571,
578, 586, 590-601, 604, 606-611, 619,
622-623, 626, 630-631, 634-636, 638
American, 2, 14, 20, 27, 34, 45, 274, 326, 385, 455,
457, 489, 514, 529-531, 570, 601, 607
categories of, 2
Service charges, 13, 201, 367-368, 410, 509
service personnel, 239
Service providers, 326, 379, 385, 426, 571
Service quality, 89, 124
Services, 2-4, 7-9, 11, 14-18, 21, 25-26, 28-30, 32,
35-39, 41, 43, 45, 51, 55, 58-59, 61, 64-65,
67-69, 73, 82-84, 88-92, 94, 96, 99, 101,
105-106, 111, 114-115, 117-120, 122-123,
125-126, 128-130, 132-134, 137-138,
140-141, 143, 150, 155-157, 159, 161-163,
168-170, 183, 196, 199-200, 205-207, 225,
235, 270, 274, 276-277, 286, 302, 306,
325-327, 337-338, 341, 345-347, 355-356,
361-362, 364, 367, 371-372, 376, 379, 381,
383, 385-388, 391-395, 397-398, 400, 416,
420, 425-429, 438, 440-441, 443-447,
449-452, 455, 457, 459, 462-467, 470-477,
479-484, 486, 490-494, 498, 507-509, 511,
517, 540, 547, 551, 562, 568, 570, 573, 579,
582, 586, 590-594, 596-598, 600, 604, 606,
610-612, 616, 629, 633-636, 638
perishability, 35, 306
shape, 503, 621
Shareholders, 24, 184
Shelving, 616
Sheraton, 37, 322, 423
Shift supervisor, 134
Ships, 25, 42, 306
Shoe, 271
Shoppers, 348, 443, 483, 490, 493
Sierra Club, 46
Signage, 301, 462, 491
Signatures, 138, 526, 537
Skills, 21, 81, 104, 107, 109, 128-131, 135-136, 138,
142, 145-146, 148, 152, 155, 160, 162, 168,
219, 230, 296, 332-333, 336, 357-358, 360,
443-445, 460-461, 496, 554, 586, 594
technical, 586
skin, 310
Smith Travel Research (STR), 213, 231, 240
reports, 213, 231, 240
Smoking, 18, 173, 187, 192-193, 222, 285, 301, 413,
431, 434-435, 486, 613, 624
Social events, 290
Software, 11, 15, 107, 146, 149, 203-205, 224, 244,
257, 307, 312, 333-334, 363, 371, 379-380,
393, 396, 400, 437, 442, 463, 465, 493, 514,
526, 573, 579, 604
Solutions, 20, 322-323, 465, 482, 631
Soup, 54
sour, 492-493
Source documents, 19, 551-552
Spas, 29, 380, 424
day, 29
Special discounts, 266, 332, 412
Special events, 28, 32, 275, 306, 535
specials, 340, 455, 464
Specifications, 134-135, 155
speed, 4, 10-11, 21, 36, 41, 64, 67, 92, 107, 149, 168,
191, 205, 207-208, 238, 333, 338, 373, 376,
381-382, 385-386, 391, 437-438, 448, 460,
463, 466-467, 612
Split, 5, 19, 30, 55, 173, 381, 422-423, 441, 559
647

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Sporting events, 381
stadiums, 7, 65
Staff, 2-4, 8-9, 11, 13-15, 19-21, 24-25, 29, 32, 35, 43,
45, 48-51, 53, 55, 68-70, 73, 76, 78, 80-83,
85-89, 91-96, 98-111, 115-120, 122-123,
126, 129-137, 139-144, 147, 149-162, 168,
172, 177-179, 181, 183, 190-192, 194, 196,
200, 206-207, 217, 234, 236, 243, 253, 255,
260, 262, 265, 269, 281, 283-286, 301-302,
307, 312, 318-319, 327, 331-333, 335, 338,
358, 365, 369-370, 372, 374-375, 380, 387,
389, 391, 395, 398, 404, 408-411, 413,
415-416, 418-419, 421-424, 426, 429-431,
433-435, 437-441, 443, 445-448, 450, 452,
454, 457-458, 460-466, 468-470, 472-473,
475-478, 481, 483, 485-486, 488-494, 497,
504, 508, 510-511, 513, 515, 517-520, 523,
525-526, 533-535, 538, 540, 542, 548, 554,
556, 558, 562-563, 572, 575-576, 578,
586-587, 590-594, 596-600, 603-604,
606-612, 614-619, 621-627, 629-631,
633-639
skill levels, 68, 130
Staff planning, 590
Staffing, 19, 21, 84, 108, 114-115, 117, 123, 125,
129-133, 143, 154-156, 158-160, 162, 179,
182-183, 244, 333
Staffing guide, 84
Stand, 136, 380, 394
Standards, 7, 9, 17, 56, 60, 66, 78, 82-85, 89-91,
93-94, 99, 101, 105-106, 111, 115, 117, 120,
122-123, 126, 129-131, 134, 141, 143,
149-150, 154, 158, 183, 333, 352, 398, 474,
497, 500, 570, 597, 635-637
objective, 56, 60, 82-83, 90-91, 101, 115, 117,
122-123, 129, 143, 570, 636
STAR report, 240
starch, 394
Stars, 111, 490
Starwood, 37-38, 61, 94, 423, 452
Station Casinos, 423
Stems, 100
Steward, 54
stock, 17, 58, 503
Storage, 174, 363, 380, 479, 547, 585, 604, 616, 621,
624, 630
storage space, 585
Stores, 16, 26-27, 41, 120, 469
Storing, 167, 433
Straight, 270, 392
Strategies, 18, 46, 81, 88, 104, 109-110, 130, 133,
150, 173, 198, 227, 240-241, 253, 256, 258,
259-260, 262, 264-266, 269-271, 276, 280,
283-284, 292-293, 295, 300, 305-306, 308,
313, 335, 416, 495, 497, 537-538, 541, 546,
568, 574, 587
Strawberries, 159
style, 12, 131, 150, 152-154, 160, 162, 527
Subsystems, 85, 205, 361-400, 506, 573
Suburban, 33-34, 295
Super, 17, 39, 273, 397
Super Bowl, 17, 273
Suppliers, 70, 386, 397-398, 400, 594, 639
Supplies, 15, 68, 96, 98, 149, 204, 277, 286, 303, 333,
373, 381, 393, 461-463, 563, 621, 625
office, 15, 68, 96, 98, 149, 204, 277, 286, 373, 381,
393, 461-463, 563, 621, 625
staff, 15, 68, 96, 98, 149, 286, 333, 461-463, 563,
621, 625
Supply and demand, 8, 260, 270-272, 282-284
Surveys, 95, 97-98, 100-101, 267, 381, 482
customer, 95, 381
Systems, 7, 9-10, 20, 29, 35, 55, 58, 60, 62, 69-70,
85-86, 95, 105, 120, 152, 157, 167, 172,
175, 189, 191, 202-205, 208, 216-217, 269,
280, 292, 295, 321-323, 328, 348, 361-366,
369-376, 379-384, 386-391, 393, 395,
397-398, 400, 402, 416, 432, 437, 439, 442,
452, 460, 462, 465-466, 475, 477, 481-482,
490, 508, 520, 527, 535, 547, 557, 570-571,
573, 579-580, 582, 584, 594, 611, 617-619,
631, 639
T
Table service, 3, 12, 31, 39
Tablecloths, 201
Take, 7-8, 27, 72, 83, 89, 96-97, 108-111, 130, 147,
149, 153, 158, 161, 193, 207, 224-225, 239,
253, 255, 286, 295, 302, 310-311, 328,
333-334, 338, 342, 348, 368, 371, 387, 389,
391, 399, 428, 433, 435, 445, 449, 454-456,
461-462, 468, 478-479, 487, 492, 520, 523,
530, 537, 560, 569, 576, 605, 609, 616, 620,
623, 625, 627-629, 638
Taking, 17, 104, 121, 139-140, 189, 310, 389, 398,
404, 444, 446, 451, 453, 457, 459, 464,
470-471, 476, 480, 482, 525, 541, 579, 626
Target markets, 27
tax, 13, 15, 46, 49, 72, 173, 200, 208, 296, 316, 318,
350, 353, 356-357, 367, 410, 422, 427, 429,
454, 456, 486, 490, 497, 531, 542, 555, 558,
601-602, 613
Taxes, 5, 65, 67, 124, 173, 188, 200, 225, 276, 352,
356-357, 368, 384, 396, 420, 422, 424, 429,
453-454, 498, 502-503, 508, 518, 530, 554,
561, 584
Teams, 10, 41, 87, 101, 227, 235, 307, 311, 408, 606,
627
Technician, 363, 373
Technology, 6, 10-11, 21, 24, 35, 62-63, 67, 70-71,
107, 116, 131, 135, 142, 168, 191, 205,
207-208, 328, 333, 352, 366, 371, 373, 379,
386, 388, 393, 397-399, 437-438, 442,
462-465, 475, 482, 493, 527, 535, 540, 591,
613, 636, 638
for planning, 168
telephone revenue, 312, 379, 564, 601
Tell, 78, 159, 214, 310, 400, 403, 449-450, 453, 461,
479, 484-485, 586, 625-626, 634, 638
Tells, 217, 566
temperature, 107
Terminology, 193, 579
Terrorism, 20, 60, 63, 71, 73, 250, 590, 630, 639
Tests, 146, 160
Theft, 11, 121, 382, 387, 468, 478, 484, 528, 530, 537,
629-630, 638
Theme parks, 28, 32
Thermostats, 107
Third-party web sites, 282, 316, 337, 344-345, 347,
349, 351-352
Time, 2-22, 23, 25, 28-30, 35-36, 41, 43, 46-49, 61-64,
66, 68-70, 72-73, 77-78, 81, 85, 88-91,
94-98, 101, 104, 108-111, 116, 122, 127,
131, 135-139, 141-142, 144, 146-151,
155-162, 172, 176-178, 181-183, 187, 189,
193-194, 197-198, 204-205, 207, 214, 221,
223, 225, 227, 229, 236, 238, 242-245,
247-248, 250-253, 255-256, 261, 263-266,
269-270, 275, 280-281, 283, 286, 288-291,
295, 297, 303, 306, 310, 317, 322, 332-333,
336, 338, 344-346, 348, 351-353, 355, 359,
362-364, 366-369, 371-382, 386-387,
389-391, 393, 400, 403-404, 406-407,
414-416, 418-424, 426, 429-431, 433-438,
441-442, 445-447, 449-450, 452-457,
460-464, 468, 472, 474-475, 477-479,
481-482, 484-488, 493, 508, 512, 514-515,
521-523, 525, 528, 533-535, 538, 540, 543,
548-551, 556-559, 569-570, 573, 579, 582,
585-587, 592, 600, 605, 608, 614-615, 618,
620-623, 627-628, 630-632, 634, 637-638
Time management, 131
Total quality management, 150
Tour operators, 327, 344, 628
Tourism, 20, 23-27, 32-33, 49, 56, 60, 68, 72, 359, 448
Trade, 20, 24, 28-29, 32, 45-47, 63, 73, 93, 97, 230,
281, 381, 408, 453, 630, 638
down, 20, 29, 281
shows, 381, 408
Trade routes, 24, 93
Trade shows, 381, 408
Trademarks, 352
Training, 6-7, 15, 45-46, 55, 71-73, 77, 83-85, 87, 90,
94, 97-98, 102, 104-105, 108-110, 114-115,
117, 123-124, 129-130, 132-134, 142-143,
146, 148-152, 155, 157, 159-162, 204, 206,
254-255, 258, 275, 290, 312, 332-333, 347,
358, 360, 400, 408, 410-411, 416, 432, 448,
450-451, 458, 460, 469, 472, 475, 478-479,
481, 484, 493-494, 511, 540, 543, 586, 592,
608-611, 617-618, 624, 629-630, 633-634,
637
employee, 7, 15, 77, 83, 85, 97-98, 102, 108-110,
129-130, 132, 134, 143, 146, 148-152,
155, 157, 160-162, 255, 290, 312, 358,
432, 450, 460, 478, 484, 494, 511, 618,
637
on-the-job, 148, 150
requirement, 109
Transaction, 6, 15, 200, 202, 326, 393, 500, 504, 506,
513-515, 525, 528, 537, 580
Transformation, 320
Travel, 4-5, 7, 10, 12, 14-16, 18, 20, 23-27, 32-33,
38-39, 42, 49, 56, 60, 62-63, 66, 72, 87, 93,
104, 111, 119, 138, 140, 186, 188, 200,
213-214, 221, 225, 230-231, 235, 240, 252,
258, 267-268, 281-282, 291-292, 298, 317,
319-331, 334-341, 343, 345-347, 349-353,
355-357, 359-360, 373, 384-385, 397, 406,
408, 438, 441, 448, 453, 466, 481, 490, 509,
538, 550, 554, 570, 573, 575, 580, 586, 604,
607, 621, 628, 638
motivations, 328
Travel agencies, 5, 320-321, 329, 336-337, 343, 350,
573, 580, 607
Travel agents, 14, 20, 200, 235, 320-324, 326-329,
334-337, 347, 397, 580, 628
Travel and tourism, 20, 23-27, 32-33, 49, 56, 60, 72,
448
Travelocity, 8, 268, 339, 352, 525
Treasury, 527
Trends, 133, 156, 221, 230-231, 248, 253, 256-257,
337, 415, 615
Trespass, 20
Trial balance, 20, 569, 587
trim, 632
Turnover, 20, 78, 85, 143-144, 147, 151, 159, 161, 592
rate, 20, 78, 143-144, 159, 161
Turns, 456, 527
type of service, 6, 490, 526
Types of, 25, 27, 30-33, 35, 38, 41, 44, 48, 59, 61, 67,
71, 73, 82, 92, 108, 123, 125, 137-138, 142,
147, 155, 162, 172, 184, 190, 202, 209, 213,
215, 218, 221, 227-228, 240-242, 250-251,
258, 260, 283, 290, 292, 296, 327, 349, 370,
402, 404, 415-416, 422, 444, 453, 466, 469,
475, 481, 485, 488, 491, 512, 543, 546-547,
549, 556-557, 563, 571-574, 578, 582-585,
588, 613, 617, 639
U
Uniform system of accounts, 20, 502, 542
Uniform System of Accounts for The Lodging Industry
(USALI), 20, 502, 542
Uniforms, 136, 488, 504
United, 5, 18, 27, 34-36, 39, 43, 46-47, 67, 73, 124,
193, 204, 320-321, 326, 336, 340, 343, 367,
396, 428, 433, 463, 465, 490, 514, 527, 621,
638
United States, 5, 18, 27, 34-36, 39, 43, 46-47, 67, 73,
124, 193, 204, 320, 326, 336, 340, 343, 396,
428, 433, 463, 465, 490, 514, 527, 621, 638
Upselling, 150, 285-286, 332, 401-403, 417, 421, 429,
431, 437, 453-454
Utilities, 42
V
Value, 21, 24, 41, 60-61, 66, 78-79, 82, 89-90, 92, 98,
106, 110, 117, 121, 167, 173, 191, 199, 207,
213, 230-231, 248, 252, 262, 265, 285-286,
289, 297, 299, 306, 326-327, 332, 334, 347,
400, 453, 488, 501, 504, 525, 537, 576-577,
579-580, 621, 636
Variables, 197, 227, 252, 605
Ventilation, 624
Viruses, 205
Vision, 21, 85, 87-88, 90, 93, 110, 151-152, 159, 638
Visitors, 5, 18, 29, 93, 225, 257, 275, 318, 341,
343-344, 352-353, 359-360, 412, 605, 607,
615
number of, 5, 18, 93, 225, 275, 318, 343-344, 360,
412, 605, 607
W
Wages, 5, 68, 151
Waldorf-Astoria, 539
Wales, 206
Walk-in, 7, 21, 137, 157, 181, 200, 208, 275, 282, 308,
316-317, 322, 328, 331-333, 343, 348, 351,
356, 401, 403-404, 407-408, 415-417, 419,
446-447, 531
waste, 344, 438, 579
Ways, 5, 24-26, 32-34, 48-49, 56, 60, 62, 68, 71, 87,
89-90, 99, 101, 119, 129, 131, 134, 153, 167,
173, 194, 206-207, 213, 227, 236, 261, 275,
304, 308, 317, 333, 343, 347, 357, 360, 384,
648

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411, 445, 451-452, 459, 491, 527, 534, 572,
588, 591, 593, 596, 600, 604, 610-611, 618,
633-634, 636, 639
Web sites, 7-8, 13, 18, 62, 73, 94, 96, 162, 235, 240,
253, 258, 281-282, 312, 316, 318, 323,
336-349, 351-352, 355, 357, 359-360, 391,
400, 436, 442, 493, 542, 588, 638-639
Websites, 525
Weddings, 36, 38
well-being, 629
West Paces Hotel Group, 159
Westin, 37, 176, 423, 468
Wholesalers, 60, 62, 71, 305, 324, 326-328, 338-339,
343-345, 350, 356-357, 397
Win, 19, 65, 70, 144, 150, 152, 448, 476, 631
Wine, 38
Winning, 37
women, 173, 354, 409, 623
Workday, 109
Worldspan, 10, 214, 323, 336
Write, 22, 151, 311, 353, 488, 527, 536, 540, 542, 576,
628
Write-off, 22, 536, 576
Wyndham, 61, 381
Y
Yield, 14, 22, 60, 62, 68, 73, 76, 83-84, 88-89, 96-98,
100-101, 110, 132-133, 141, 147, 155, 220,
223, 253, 256, 259-262, 268, 271, 284, 293,
304-309, 312-313, 334, 337, 339, 343, 346,
348, 350, 354-355, 359, 397, 477, 488, 533,
565, 599, 606
visitor, 354
Yield management, 22, 60, 62, 73, 132-133, 256,
259-262, 284, 293, 304-309, 312-313,
354-355
Yogurt, 5, 40
649

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