678 Index Limited menus, 388–9 see also Menus Line pricing, 497 Links, 305 Liquidity ratios, 389–90 Local area network (LAN), 390 Lockoff, 390–1 Lock-out/tag-out, 391 Lodging houses, 3–4 Lodging manager, 405 Loyalty, customer loyalty, 136, 575 Loyalty circle, The, 391–3 Maintenance fee, 394 Maintenance management, 394–7 preventative maintenance (PM), 395, 487 renovation, 537 routine maintenance, 566 see also Facilities.…; HVAC Malcolm Baldrige National Quality Award, 30–1, 526 Management: change management, 62–4 club management, 71 club manager certification programs, 71–2 Club Managers Association of America, 72–3 database systems, 150–1 decision-making, 152 energy management, 200 environmental management, 205–6 environmental management in hotels, 207–8 facilities management, 228–9 human resources management (HRM), 329–33 knowledge management (KM), 371–2 leadership, authority, power, and control, 379–81 learning organization, 383–4 maintenance management, 394–7 management accounting, 397–8 management contract, 398–9 management development (MD), 399–401 management information system (MIS), 401 management information system (MIS): methods and usage, 402–3 management of change, 403 management proficiency ratio, 403–4 management styles, 404–5 managing internal operations, 336–7 mission statement, 434–5 motivation, 436–7 quality management, 524–6 responsibility centers, 546–7 revenue management, 551–2 special events management, 592–5 see also Strategy, management and implementation Manager on duty, 405–6 Margin analysis, 6 Marginal costs, 406 Market penetration, 406–8 Market saturation, 408–9 Market segmentation: trends and challenges, 409–11 Market segmentation in foodservice operations, 411–12 Market segmentation in hospitality, 413–14 Market segments and customer profitability analysis, 414–15 Market share, 415–20 Market surveys, 233–4 Marketing, 420 brand, 40–1 branding, 41–2 customer relationship management/marketing (CRM), 4, 28, 130–1, 136–40, 534–6 data mining, 149 data warehouse, 149 database marketing, 150 destination marketing, 156–8 direct mail marketing, 163 internal marketing, 350–3 marketing concept, 420–1 marketing information system, 421 marketing plan, 606–7 marketing research, 421 organizational culture and climate, 454–5 perceptual mapping, 465–8, 484–5 permission marketing, 471–3 personalization, 475 persuasion, 475–6 positioning, 484–5 promotional mix, 516–19 qualitative vs. quantitative marketing research, 524 relationship marketing, 534–6 sales promotion, 567–8 VALS, 638 Mark-up, 421–2 Marriott Company, 311–12 Mass customization, 422–3 Material resource planning (MRP), 545 m-Commerce, 423 Media markets, 423–4 Mediation, 11 Meeting, 94, 424–5 educational meetings, 596 fraternal meetings, 596 housing process, 322–3 International meeting, 357 meeting and conventions, 432 meeting or event history, 425 meeting or event planner, 426 meeting or event profile, 426–7
Index 679 meeting or event timeline, 426 meeting planners, 168 Mice, 431–3 military meetings, 596 pre-/post-meeting tours, 486–7 religious meetings, 596 site selection, 581–2 social meetings, 596 speaker, 591–2 staging guide, 597–8 third party planner, 613–15 see also Conference.…; Convention.…; Corporate meeting; MICE Member-owned clubs, 79 Mentoring, Employee orientation and mentoring, 188–9 Menus: a la carte, 2 banquet event order (BEO), 31–2, 107 cook-chill, 113 cook-freeze, 113–14 cycle menus, 143–4 forecasting, 251 limited menus, 388–9 menu mix, 427 menu pricing and calculation, 427–9 menu pricing in foodservice, 429–30 menu psychology, 430–1 nouvelle cuisine, 445 portion control, 483 portion cost, 483–4 prix fixe, 505 recipe costing, 530–1 recipe standardization, 530–1 table d’hote, 610 Merchandising, 431 MICE, 3, 97, 431–3 Midscale restaurants, 433–4 Military clubs, 80 Military meetings, 596 Mini bars, automated, 25 Mini-vacation, 434 Minimum wage, 463 Mise en place, 434 Mission statement, 434–5 Model Timeshare Act, 435 Model Vacation Club Act, 435–6 Modeling (by chefs), 11 Modified American plan room rates, 317 Moment of truth, 436 Monetary compensation, 87 Motels, 3–4 Motivation, 436–8 Multi-branding, 438 see also Branding Multi-dimensional scaling (MDS) techniques, 465–7 Multi-unit (chain) restaurants, 61–2 Multimedia, 438–9 Multi-site timeshare plan, 439 Multi-skilling, 439 Musculoskeletal disorders (MSDs), 440 National Automatic Merchandising Association (NAMA), 642 National Building Code (NBC), 50 National Fire Protection Association (NFPA), 240 National Institute for Occupational Safety and Health (NIOS), 440 Negotiations and bargaining power, 32–3, 82 Industrial tribunal, 341–2 Net present value, 441–2 see also Financial accounting.… Net profit/income ratio, 513–14 Networking, 19 Neural Network models, 410 Niche markets, 595–7 Night audit, 442–4, 520 No-show, 444 Non-controllable expenses, 444 Non-equity clubs, 80 Non-guaranteed reservations, 253 Nongovernmental organizations (NGOs), 16–17 Nouvelle cuisine, 445 see also Menus Objectives and aims, 7–8 Occupancy, types of, 446 Occupancy costs, 446–7 Occupancy percentage, 315, 447 Occupational safety and health, 447–8 Occupational Safety and Health Act/administration see (OSHA) Off-premise contact (OPC), 448 On change status, 448 On-line booking, 449 On-site foodservice, 449 Onward distribution, 305 Operating cash flow (OCF), 261, 450 Operating efficiency, 84 Operating leverage, 450 Operating ratios, 450–1 Operating system, 451 see also Computer Opportunistic entrepreneurs, 203 Organization structure and design, 451–3 Organization Timeshare Europe (OTE), 453–4 Organizational culture and climate, 454–5 Organizational structures, types of, 456–7 OSHA (occupational safety and health administration) [USA], 240, 302, 391, 457–8 OT (opportunity/threat) analysis, 307 Outsourcing of business services, 458–9
680 Index Outsourcing of foodservice, 459–60 Outsourcing ICT services, 244, 458 Overbooking, 460 Overhead costs, 6 Oversets, convention catering, 107 Overstay, 255, 460–1 Overtrading, 659 Packaged terminal air conditioners (PTAC), 151–2 Packaged terminal heat pumps (PTHP), 151–2 Pathogens, common foodborne illness, 248–9 Pay and benefits, 462–4 minimum wage, 463 PBX, 464 Pensions (accommodation), 3–4 Per available room (PAR) concept, 85, 553–4 cost per available room (CostPar), 85 Revenue per available room (RevPAR), 85, 310, 315–16, 494, 553–4 Per occupied room (POR) concept, 85 Perceived risk, 464–5 Perceptual mapping, 465–8, 484–5 Performance evaluation, 468 Performance indicators, 468–9 Performance measurement, 469–71 Results and Determinants Matrix, 470–1 Performance measures in foodservice/restaurants, 471 Permission marketing, 471–3 customer motivation, 472 permission enforcement, 473 see also Marketing Perpetual inventory, 473 Personal digital assistants (PDAs), 39–40 Personal selling, 518 Personal selling principles, 474 Personalization, 475 Persuasion, 475–6 Petty cash fund, 476 PGA of America, 477 Physical environment, 20–1 Physical inventory, 477 Planning: career planning and development, 57–8 enterprise resource planning (ERP), 201, 545 material resource planning (MRP), 545 resource planning, 545–6 strategy marketing planning and the marketing plan, 605–7 see also Marketing Plans, architectural, 11–12 Plate service (service à l’assiette) and silver service, 577–8 Pluralism and unitarism, 477–9 radical pluralists, 478–9 Point of purchase promotion (POP), 479–80 Point of sale (POS) functions, 480–1 Point of sale system, 481–2 Point spread and price point, 498 Points system, 482 Portal, 482–3 Portion control, 483 Portion cost, 483–4 Positioning, 484–5 Power (energy) purchasing, 82–3, 201 Electric power purchasing, 181 Green power energy purchasing, 290 primary and secondary electric power rates, 500 Renewable energy, 536–7 room energy management system (EMS), 559–60 Pre-convention meeting, 485–6 Pre-costing, 486 Pre-/post-meeting tours, 486–7 Presenting information, 402–3 Prestige pricing, 498 Preventative maintenance (PM), 395, 487 Price/pricing: activity-based pricing (ABP), 5–6 average pricing, 121 competition-based pricing, 496 contribution pricing, 122 cost-based approach, 497 cost-informed pricing methods, 120–3 cost-plus pricing, 120–1 direct cost-plus pricing, 121 discriminatory pricing, 165 for distribution channels, 171 full-cost pricing, 121 gross margin pricing, 121 line pricing, 497 point spread and price point, 498 prestige pricing, 498 price bundling, 497 price customization, 487–92 price discrimination, 165, 492–3 price earnings ratio, 493–4 pricing acronyms, 494 pricing methods in foodservice/restaurants, 494–6 pricing practices in hospitality/tourism, 4–6, 496–9 pricing types, 499–500 promotional pricing, 498–9 psychological pricing, 498 reference price, 488 target pricing method, 497 value pricing, 497–8 see also Costing; Financial accounting.… Primary and secondary electric power rates, 500 Prime costs, 500 Priority listing, 305
Index 681 Private clubs: private club advisor (PCA) organization, 500–1 private club dining types, 501 private club industry, 501–2 private club management to leadership model, 502 private club merchandising, 502–3 private club overtime tax exemption, 503 private equity club committee types, 503–5 private residence club (PRC), 505 pro shop, 506 see also Clubs Prix fixe, 505 Pro shop, 506 Product launches, 116–17 Product life cycle, 506 Production company, 506–7 Production schedule, 507 Productivity, 507–11 productivity analysis, 145–8 Professional congress organizer, 511–12 see also Congress Profit in foodservice operations, 512–13 Profit and loss statement, 313, 513 Profitability ratios, 513–15 see also Financial accounting.… Program, 515–16 Projects, event project management, 212–15 Promotional mix, 516–19 Promotional pricing, 498–9 Property fitting, 466 Property management, benchmarking, 36 Property management system (PMS), 28, 91, 268, 448, 519–20 Property operation and maintenance (POM), 230 Proprietary, 520–1 Psychological assessment, 557 Psychological contract, 521 Psychological pricing, 498 Public offering statements, 521–2 Public relations (PR), 518, 522 Publicity, 517–18 Purchase order, 522–3 Purchasing, 523 Purveyors, 523 Quad room, 559 Qualitative vs. quantitative marketing research, 524 Quality control, 524–6 total quality management (TQM), 103–4, 525–6, 621–3 Quality of work life (QWL), 526 Quick service restaurant (QSR), 151, 527 Radical pluralists, 478–9 Rate cannibalization, 305 Rate erosion, 305 Rate integrity, 305 Rate parity, 305 Rate range room rates, 317 Rate spread room rates, 317 Rate structures, Hotel rate structures, 317–18 Rate transparency, 305 Ratio analysis, 528 Reasoned action, 22–3 Receiving, 528–9 Recipe costing, 530 waste factor/yield, 647–8 Recipe standardization, 530–1 see also Menus Recruitment: employee selection techniques, 195–7 executive recruiters/headhunters, 218–19 hiring crunch, 303 job analysis, 367–8 recruitment and E-recruitment, 531 reference checks, 532 see also Employment Redundancy, 531–2 Reference checks, 532 Reference group, 532–3 Reference price, 488 Refreshment break, 533 Registered Resort Professional (RRP), 14 Registration, 519, 534 Registration card, 534 Relationship marketing, 534–6 see also Marketing Reliability, and the gap model, 271 Religious meetings, 596 Renewable energy, 536–7 Renovation, 230–1, 537 Repetitive strain injuries (RSIs), 440 Reports: daily operations report, 145 reservation reports, 541–2 Representation companies, 169 Request for proposal (RFP), 537–8 Required rate of return (RRR), 555 Rescission, 538 Research and development in foodservice, 538–40 Reservation systems, computer see Computer reservation system (CRS) Reservation(s), 540, 542 advance-deposit Reservations, 253 confirmed reservation, 96 group reservation, 291–2 guaranteed reservation, 252, 293 late arrival, 377–8
682 Index Reservation(s) (Continued ) no-show, 444 non-guaranteed reservations, 253 overstay, 460–1 reservation companies, 168–9 reservation file, 540–1 reservation record, 541 reservation reports, 541–2 understay, 628 upselling, 634 walk-in, 646 walking the guest, 646–7 see also Accommodation; Booking; Forecasting rooms availability; Occupancy.… Reserve for replacement, 542–3 Resident manager, 543 Resignation, 543–4 Resort Condominiums International (RCI), 216–17, 637 Resource-based view (RBV), 307, 544–5 Resource planning, 545–6 Responsibility centers, 546–7 Responsiveness, and the gap model, 271–2 Restaurants: Dining room turnover, 161–2 forecasting in foodservice/restaurants, 249–51 franchising in restaurants, 260–1 front-of-the-house in restaurants, 262–3 independent, 340 midscale restaurants, 433–4 performance measures in foodservice/restaurants, 471 pricing methods in foodservice/restaurants, 494–6 quick service restaurant (QSR), 527 restaurant back-of-the house, 28 restaurant life cycle, 548–9 restaurant systems, 549–50 revenue management in restaurants, 552–3 upscale restaurants, 633–4 see also Foodservice; Service types Results and Determinants Matrix, 470–1 Resumé/curriculum vitae, 550 Retail events, 594 Return on capital employed (ROCE), 514 Return on equity ratio, 515 Return on investment (ROI), 514–15 Return on total assets, 514 Revenue, 550–1 see also Financial accounting.… Revenue center, 551 Revenue management, 551–2 Revenue management in restaurants, 552–3 Revenue per available customer (RevPAC), 494 Revenue per available room (RevPAR), 85, 310, 315–16, 494, 553–4 Revenue per available seat hour (RevPASH), 554 Right-to-use ownership, 554–5 Risk: business risk, 56 perceived risk, 464–5 risk-return tradeoff, 555 systematic risk, 608–9 unsystematic risk, 633 see also Safety Ritz-Carlton Hotel Company, 30 Role playing and simulations, 555–6 see also Training Roles, 556–7 Room access card systems, 183–4 Room availability forecasting, 252–5 see also Booking; Reservation(s) Room energy management systems (EMS), 559–60 Room rate, 317–18, 560–1 Room rate pricing, 561–3 Room revenue analysis, 563 Room revenue variance, 86 Room set-up, 565–6 Room status, 557–8 Room system automation, 566 Room types, 558–9 Roundtables, 424 Routine maintenance, 566 Rural tourism, 10 Safety, 567 duty of care, 175 guest safety, 296 HACCP (hazard analysis of critical control points), 298–9 lock-out/tag-out, 391 occupational safety and health, 447–8 OSHA (occupational safety and health administration) [USA], 457–8 see also Risk Sales comparison hotel valuation, 319 Sales margins, 45 Sales promotion, 517, 567–8 Sampling, 567 Scaffolding (apprentices), 11 Schemas, scripts and schemas, 570 Schindler studies, 38 Schools of thought, 568–70 Scripts and schemas, 570 Seasonality in foodservice, 570 Secondary data, 571 Security, 571–2 key control, 370–1 receiving areas, 529 security systems, 572–3 shrinkage, 579
Index 683 Self check-out, 573 Self service, 233 Self-development, 573 see also Training Self-service technologies (SSTs), 574 Self-serving bias, 37–8 Semantic web, 574 Semi-private clubs, 80 Semi-variable costs, 574–5 Seminars, 424 Service: characteristics of service, 64–6 desired and perceived, 132–3 self service technologies (SSTs), 574 service empowerment, 576 service failures, critical incidents technique, 125–6 Service levels (hotels), 311 Service profit chain, 575 Service system, 575–7 Service types, 577–9 buffet service, 578 cafeteria service, 579 family service (service à la française), 578 guéridon service (service à la russe), 578 plate service (service à l’assiette) and silver service, 577–8 smorgasbord service, 578–9 see also Foodservice ‘Servicescapes’ framework, 20–1 Sex discrimination see Discrimination Shrinkage, 579 Sickness, from burnout, 50–2 Silver service, 577–8 Simulations and role playing, 555–6 Single room, 559 Site analysis, 234–5 Site inspection, 579–81 Site selection, 581–2 Situational analysis, 605–6 Small business entrepreneurship, 582 Small and medium-sized tourism and hospitality enterprises (SMTEs), 156 Smart card, 582–3 wall reader, 647 SMERF (social, military, education, religious, and fraternal), 595–7 Smoke detectors, 583 Smorgasbord service, 578–9 Social events, 594–5 Social influence, 583–5 Social meetings, 596 Socialization, 585–8 Soft branding, 588–9 see also Branding Software, 89, 589 intelligent agents, 347 Solvency ratios, 589–91 Southern Building code (SBC), 50 Speaker, 591–2 Special events management, 592–5 Special markets, 595–7 Sprinklers, fire, 240, 241 Staff turnover, 626–7 Staging guide, 597–8 Standard cost accounting in foodservice, 598–9 see also Foodservice Standards: ISO 9000, 365–6, 525 ISO 14000, 366 Statement of earnings, 313 Storage, 599–600 Strategy, management and implementation: business level strategy, 54–5 competitive strategy, 89 corporate level strategy, 117–18 cost strategy, 119–20 diversification, 172–3 downsizing, 174 entry strategies, 204 generic strategies, 273–5 global strategies, 279–80 growth strategy, 172 hospitality strategic management, 306–9 market penetration strategy, 407–8 market share, 415–20 schools of thought, 568–70 strategic alliances, 8–10 strategic choice, 600–1 strategic configurations, 601 strategic direction, 601–3 strategic evaluation, 603 strategic formulation, 603–4 strategic groups, 604 strategy implementation, 604–5 strategy marketing planning and the marketing plan, 605–7 strategy, structure and contigency theory, 102–3 see also Business level strategy Stress/stressors, 50–1 Structured panel, 424 Studio room, 559 Submetering, 607 Suite, 559 Supply chains, foodservice, 169 Surf and turf, 67–8 Sustainability, 607 Switch companies, 608 and internet booking, 361 Switch (CRS electronic device), 305 Switching costs, 608 SWOT (strengths, weaknesses, opportunities, and threats) analysis, 308, 605–6
684 Index Symposium, 424 System failures, critical incidents technique, 125–6 Systematic risk, 608–9 Table d’hote, 610 see also Menus Tableau de Bord, 469 Tables per server, 610–11 Target pricing method, 497 TCP/IP, 611 Teleconferencing, 117 Telephone system, 31, 86, 611 Bluetooth, 39–40, 184 see also Communication Television, interactive, 348 Tennis: tennis professional classifications, 612 tennis tournaments, 612 Termination of employment, 165–6 Third party planner, 613–15 THISCo (The Hotel Industry Switching Company), 337, 608 Timeline, event, 426 Timeshare industry, 616–19 affiliate resort, 7 biennial timeshare, 39 Certified Timeshare Supervisor qualification, 14 consumer rights under the purchaser deposit, 101–2 deeded timeshare ownership, 153 developer rights under the purchaser deposit, 158 exchange company, 216–17 Federacion Latinoamericana De Desarrolladores Turisticos (LADETUR), 235 fixed timeshare plan, 243 float timeshare plan, 245 Global Alliance for Timeshare Excellence (GATE), 275 homeowners association, 303–4 International Timeshare Foundation (ITF), 12–13 Interval International (II), 216 lockoff, 390–1 Model Timeshare Act, 435 multi-site timeshare plan, 439 Organization Timeshare Europe (OTE), 453–4 points system, 482 public offering statements, 521 Resort Condominiums International (RCI), 216–17, 637 right-to-use ownership, 554–5 timeshare financing, 615–16 timeshare resales, 619–20 urban timeshare, 635 user period, 635 vacation exchange history, 636–7 vacation ownership, 638 Tipping, 463–4, 620–1 Total quality management (TQM), 103–4, 525–6, 621–3 Total Rewards System (TRS), 463 Tour operators and wholesalers, 168 Tourism, rural, 10 Tourism agencies, 168 Tourism events, 595 Tournaments, invitational, 365 Trade fairs and exhibitions, 432–3 Trade show, 623 trade show organizer, 623–4 Trade union, 624 Training, 624–6 apprenticeship, 10–11 career planning and development, 57–8 employee orientation and mentoring, 188–9 management development, 399–401 role playing and simulations, 555–6 security, 571–2 self development, 573 socialization, 585–8 Travel agents, 167–8 Triple room, 559 Turnover, 626–7 dining room turnover, 161–2 efficiency ratios, 178–9 Turnover culture, 627 Twin room, 559 Uncontrollable expenses, 444 Understay, 255, 628 Undistributed operating expenses, 628–9 Uniform Building Code (UBC), 50 Uniform Franchise Offering Circular (UFOC), 258 Uniform Resource Locator (URL), 629 Uniform system of accounts, 46, 629–30 see also Financial accounting.… Uniform system of accounts for restaurants, 630–1 Uniform system of accounts income statement, 631–2 see also Financial accounting.… Uniform System of Accounts for the Lodging Industry (USALI), 290, 415 Unit week, 632 Unitarism, pluralism and unitarism, 477–9 United States Environmental Protection Agency (US EPA), 632–3 University clubs, 80 Unlawful termination of employment, 165–6 Unsystematic risk, 633 Upscale restaurants, 633–4 Upselling, 634
Index 685 Urban timeshare, 635 URL (Universal Resource Locator), 324 Use period, 635 Useful life, 231 Vacation, mini vacation, 434 Vacation exchange history, 636–7 Vacation ownership, 638 VALS, 638 Valuation methods, Hotel valuation methods, 318–21 Value-added statement, 638–9 Value drivers, 639–40 Value per available customer (ValuePAC), 494 Value pricing, 497–8 Value pricing, 640–1 Value-recovery strategies, 392 Variable costs, 641 Variable costs in foodservice, 641 Vending, 642 Ventilation system, 642 see also HVAC (heating ventilation and air conditioning) Vertical transportation, 642–4 Virtual Private Networks (VPNs), 10 Virtual reality, 84, 644 Vortal, 644–5 Wages: minimum wage, 463 see also Pay and benefits Walk-in, 646 Walking the guest, 646–7 Wall reader, 647 Warnings to employees, 647 Waste factor/yield, 647–8 Waste minimization, reuse and recycling, 205 Water and waste water systems, 27, 648–50 xeriscape, 660 Websites/web pages, 359–62 domain names, 173–4 portal, 482–3 Uniform Resource Locator (URL), 629 vortal, 644–5 XML (extensible mark-up language), 660–1 Weighted average cost of capital (WACC), 650–1 Wholesalers and tour operators, 168 Wireless, 651–6 in hotel operational and strategic management, 655–6 in hotels, 653–4 strategic developments and challenges, 656 wireless application protocol (WAP), 656–7 WIZCOM, 337 Work orientation, 657 Working capital, 657–9 Workshops, 424–5 World Tourism Organization, 2002 (WTO), 3, 4 Wrongful dismissal, 165–6 Xeriscape, 660 XML (extensible markup language), 660–1 Yacht clubs, 79 Yield management (YM), 252, 662–5 Zero-based budget, 48–9 Zoning codes, 666