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Part One
Welcome to Hospitality. . . . . . . . . . . . . . . . . . 2
Chapter 1
The World of Hospitality . . . . . . . . . . . . . .4
Chapter 2
Service: The Heart of Hospitality . . . . . .20
Chapter 3
Hospitality Past, Present, and Future . .38
Part Two
The Foodservice Industry. . . . . . . . . . . . . . . 56
Chapter 4
The World of Food and Beverages . . . . .58
Chapter 5
Food Preparation and Service . . . . . . . . .74
Chapter 6
Front- and Back-of-the-House . . . . . . . . .94
Chapter 7
Hotel Food and Services . . . . . . . . . . . .112
Chapter 8
Purchasing and Receiving . . . . . . . . . . .132
Chapter 9
Food Safety and Sanitation . . . . . . . . . .148
Part Three
The Lodging Industry . . . . . . . . . . . . . . . . . 168
Chapter 10
The World of Lodging . . . . . . . . . . . . . .170
Chapter 11
Front Offi ce . . . . . . . . . . . . . . . . . . . . . . .190
Chapter 12
Housekeeping . . . . . . . . . . . . . . . . . . . . .214
Chapter 13
Security . . . . . . . . . . . . . . . . . . . . . . . . . . .232
Chapter 14
Engineering. . . . . . . . . . . . . . . . . . . . . . . .250
Part Four
Travel, Tourism, and Recreation . . . . . . . . 268
Chapter 15
Travel . . . . . . . . . . . . . . . . . . . . . . . . . . . .270
Chapter 16
Tourism . . . . . . . . . . . . . . . . . . . . . . . . . . .286
Chapter 17
Recreation . . . . . . . . . . . . . . . . . . . . . . . . .306
Part Five
The Business of Hospitality. . . . . . . . . . . . 330
Chapter 18
Business Basics . . . . . . . . . . . . . . . . . . . .332
Chapter 19
Hospitality Management . . . . . . . . . . . .346
Chapter 20
Human Resources . . . . . . . . . . . . . . . . . .362
Chapter 21
Marketing and Sales . . . . . . . . . . . . . . . .382
Chapter 22
Accounting . . . . . . . . . . . . . . . . . . . . . . . .398
Chapter 23
Workplace Safety and Emergencies . . .412
Chapter 24
Legal and Ethical Considerations . . . . .436
Part Six
Careers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
Chapter 25
Your Career in Hospitality . . . . . . . . . . .456
Chapter 26
Skills for Success . . . . . . . . . . . . . . . . . . .478
Chapter 27
Starting a Business . . . . . . . . . . . . . . . . .500
Appendix A
Standard Time Zones of the World. . . . . . 512
Appendix B
Map of the Caribbean Sea . . . . . . . . . . . . . 513
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532
Contents in Brief