CHAPTER 1 Introduction
1．Travel in History
2．The Transportation Revolution
3．About Hospitality Industry
CHAPTER 2 Service Makes Difference
1．What Is Service?
2．Characteristics of Services
3．Strategic Planning
4．The Strategic Service Vision
5．Keys to Delivering Good Service
CHAPTER 3 Understanding the WOrId of Hotels
1．Hotel Industry
2．Hotel Guests
3．Hotel Categories
CHAPTER 4 Hotel Organization
1．How Is a Hotel Organized?
2．Revenue Centers
3．Cost Centers
CHAPTER 5 Managing and Leading Hospitality
Enterprises-
1．A Manager's Job
2．The Importance of Leadership
Appendix Eight Managerial/Leadership Roles
CHAPTER 6 Managing Human Resources
1．Labor Trends
2．Human Resources Programs
CHAmR 7 Marketing Hospitality
1．The Marketing Concept
2．Sales Management
3．Advertising
4．Public Relations
5．Sales Promotion
CHAPTER 8 H0teI Contracts and Agreement
1．Development of Hotel Chains
2．Franchising Is Big Business
3．Why Management Companies Exist
4．Management Contracts
5．Joint Venture
6．Hotel Consortia
CHAPTER 9 Cost Control
1．Costing Concept
2．The Impact of Cost Structure on Profitability
CHAPTER 10 Global Competition and the Future
1．Long-term Tourism Growth Trends
2．Tourism Growth in Asia and the Pacific
3．Technology and Automation
4．Tourism and the Environment
5．Mergers，Acquisitions，Cooperative Arrangements
Appendix 1
Appendix 2
Reference Books