Critical Moments 52
Phone Calls 52
The Building Entrance 53
The Greeter 54
The Wait 55
The Table or Hotel Room 55
The Busser and Servers 56
The Manager 57
The Arrival of Food 57
The Restroom 57
The Check or Bill 57
The Goodbye 57
Customer Relations Techniques 58
Communication Skills 58
Handling Customer Complaints 60
Chapter 3
Hospitality Past, Present, and
Future 64
Early History 65
Development in the United States 67
Inns for Stagecoach Travelers 67
Grand Hotels for Railroad Travelers 68
Motels for Automobile Travelers 69
Airport Hospitality for Air Travelers 70
Hospitality Today 71
Delivering Consistent Service 71
Diversity of the Workforce 71
Accommodating Special Needs 72
Impact of Seasons 73
Factors Affecting Success 75
Weather 75
Political Conditions 75
Economic Conditions 75
Globalization 76
Trends for the Future 77
The Marriotts—Family Business Goes
Global 78
Demographic Trends 80
Social Trends 81
Lifestyle Trends 82
Technology Trends 84
Food and Lodging Trends 87
Part 2
The Food and Beverage
Industry
Chapter 4
The World of Food and
Beverages 90
Types of Foodservice Businesses 91
Commercial Foodservice 93
Quick-Service Restaurants 93
Full-Service Restaurants 95
Catering 96
Hotel and Club Foodservice 99
Institutional Foodservice 99
Lawrence F. Levy—Gourmet Food at the
Ball Park 100
School Foodservice 101
Health Care Foodservice 101
Business Foodservice 102
Foodservice Within a Consumer
Business 102
Recreation 103
Retail 104
Transportation 104
Functions in Foodservice 106
Restaurant Concepts 107
Customer Feedback 108
8
Contents