Key Concepts in Hospitality Management

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Roy C. Wood

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    Acknowledgements

    For Sandra Miller, at last, and with gratitude

    Acknowledgements

    I would like to thank Professor Chris Rojek at Sage for commissioning this book and also Jai Seaman and Martine Jonsrud for their support and enthusiasm in seeing it through to production. Thanks are also due to, first, Sage Publishers for permission to include in this volume a shortened and updated version of Udo Schlentrich's entry Meetings, Incentives, Conventions and Exhibitions (MICE) (the original and longer piece having first appeared in B. Brotherton and R.C. Wood (eds) (2008) The Sage Handbook of Hospitality Management, London: Sage); and, second, to the Rosenberg International Centre of Franchising of the University of New Hampshire, USA, for permission to include a modified version of an earlier article by Dr Schlentrich on franchising, the original of which can be viewed at http://wsbe.unh.edu/Centers_WRCIF/FAQs.cfm.

    Many people contributed to my sense of well-being during the production of this book, and Heather Robinson, Gareth Currie and Ashish Sachdeva deserve special mention for the laughter we have shared. Dr Nicos Vakis, a true gentleman as well as former founding Director of Administration at the University of Cyprus, lent moral and psychological support at a critical time. Gratitude also goes to the wonderful Karan Berry, who created a peaceful haven for me during two critical periods in this book's production, and to his wife, Shivali Berry, who never complained when I picked her husband's brains late into the evening. As I wrote some of my own entries for this book I found myself recalling many things I had learned from colleagues with whom I worked, all too briefly, at Oberoi Hotels and Resorts: thanks then to Nishant Bhatia, Major Rajesh Chauhan, Rohit Dar, David Mathews, Suzanne Reitz and Shailja Singh.

    I am indebted to all those colleagues who contributed to the text with enthusiasm, and not least to those from the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, who embraced the project with great dedication and interest. Mention must also be made of the support given at NHTV by Joint Deans Gienke Osinga and Daphne Heeroma. Although many people have contributed to this book, the responsibility for any errors naturally falls to me as Editor.

    Roy C. WoodBredaMarch 2012

    About the Editor

    Dr Roy C. Wood FHEA, FIH has enjoyed a varied career in hospitality education and training. Amongst the positions he has held are: Professor of Hospitality Management at The Scottish Hotel School, University of Strathclyde, Glasgow (1996–2003); Principal and Managing Director of IMI Institute of Hotel and Tourism Management in Lucerne, Switzerland, a private university college; Dean of the Oberoi Hotels Centre of Learning and Development (responsible for both the corporate management training centre and the corporate apprenticeship programme); and Chief Operating Officer of the Gulf Hospitality and Tourism Education Company in Bahrain. Since February 2010 Roy Wood has been Lector (Associate Professor) in International Hospitality Management at NHTV Breda University of Applied Sciences, The Netherlands, during which time NHTV's hotel and facilities management academy has established itself as the leading research establishment of its kind in The Netherlands.

    Dr Wood is the author, co-author, editor or co-editor of 15 books and more than 60 research papers in refereed journals as well as numerous other publications. His first book, Working in Hotels and Catering (Routledge, 1992; second edition 1997) remains a major reference point for the study of employment in the hospitality industry. Strategic Questions in Food and Beverage Management (Butterworth-Heinemann, 2000), which he both edited and contributed to, has sold several thousand copies around the world. He has most recently contributed to, and co-edited with Dr Robert Brotherton, The Sage Handbook of Hospitality Management (2008), the current definitive reference work in the hospitality field.

    Notes on Contributors

    Dr Alisha Ali is a Lecturer in Hospitality Business Management at Sheffield Hallam University, UK, where she is responsible for teaching, research and industry engagement.

    Dr E. Hachemi Aliouche is Associate Professor in The Whittemore School of Business and Economics, University of New Hampshire, USA, and Associate Director of the Rosenberg International Centre of Franchising.

    Professor Stephen Ball is Emeritus Professor of Hospitality Management at Sheffield Hallam University and an expert on operations management and entrepreneurship in hospitality organizations. He researches, publishes and delivers conference presentations about entrepreneurship.

    Protyush Banerjee CHE is a graduate of IHM Pusa, New Delhi. He has worked as a manager in The Oberoi Hotel Group and as a lecturer at the Bahrain Institute of Hospitality and Retail.

    Theodore Benetatos is Senior Lecturer and leader of postgraduate programmes at IMI University Centre, Lucerne, Switzerland.

    Marina Brinkman-Staneva is a Lecturer in Hospitality Management in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands.

    Dr Bob Brotherton was formerly Principal Lecturer in Hospitality Management at Manchester Metropolitan University, UK, and is Visiting Professor at the Emirates Academy of Hospitality Management, Dubai, United Arab Emirates.

    Professor Judi Brownell is a pioneering researcher on the role of women managers in the hospitality industry. She is Professor and Dean of Students in the School of Hotel Administration, Cornell University, USA.

    Gareth Currie is currently Undergraduate Programme Leader at IMI University Centre, Lucerne, Switzerland. Prior to this he held several hotel management positions, latterly specialising in new openings for international hospitality companies.

    Jane F. Eastham is Senior Lecturer in Supply Chain Management and Strategic Purchasing with a particular focus on the food and hospitality sectors at Sheffield Hallam University, UK.

    Rob van Ginneken is Senior Lecturer in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands, where he teaches and researches finance, accounting and wine studies.

    Professor Yvonne Guerrier is Professor of Organization Studies at the University of Roehampton, London, UK, and a former Dean of the University's School of Business and Social Sciences. She is a noted authority on organizational and human resource issues in the hospitality industry.

    Olaf W. Hermans is Senior Lecturer in Customer Relationship Management in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands. He researches customer and service organization perspectives on intimacy and loyalty.

    Dr Susan Horner is Senior Lecturer in Hospitality Management at Bournemouth University in the UK, where she is responsible for teaching and research in hospitality and tourism.

    Stan Josephi pursued a managerial career in both the hotel industry and MIS sector. He is Senior Lecturer in Hotel Management in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands.

    Simen Kooi is Senior Lecturer in Hotel Management in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands which he joined subsequent to a career in hotel management.

    John Mackillop is Lecturer in Management Finance in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands. He has taught in management schools in Scotland, Canada and Switzerland.

    Geoff Marée enjoyed a long career as a designer until becoming Senior Lecturer in Innovation in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands.

    Dr Frans Melissen is Senior Lecturer in Management in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands, where he specializes in researching sustainability issues in the hospitality and facilities industries.

    Professor Peter O'Connor is Professor of Information Systems and Director of Hospitality Management Programmes at Essec Business School, France.

    Professor Barry O'Mahony is Director of Research Development and Professor of Services Management in the Faculty of Business and Enterprise at Swinburne University of Technology, Melbourne, Australia.

    Dr Udo A. Schlentrich is William Rosenberg Professor and Director of the Rosenberg International Centre of Franchising, University of New Hampshire, USA. Before entering education, he had a distinguished career in the hotel industry, including spells as a corporate executive with Hilton, Managing Director of The Dorchester Hotel, London and Vice-President of Omni International Hotels.

    Michael Schwarz was formerly Associate Director at HVS Beijing where he oversaw the firm's day-to-day operation in North China. He is currently an MSc Real Estate Candidate at the National University of Singapore.

    Bert Smit worked for many years in the events industry specializing in the management and marketing of zoological gardens. He is currently Senior Lecturer in Service Marketing and Branding in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands

    Professor John Swarbrooke is Professor of Tourism and Hospitality at Manchester Metropolitan University in the UK, where he is responsible for research in tourism, hospitality and events.

    Dr Marc B. Stierand is Senior Lecturer in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands. He researches and publishes on strategy, creativity and innovation.

    Dr Constantinos Verginis is a Director with Deloitte and Touche based in Dubai, United Arab Emirates. He is the Travel Hospitality and Leisure Industry leader for the Middle East region.

    Dr Roy C. Wood is Associate Professor of International Hospitality Management in the Academy of Hotel and Facility Management at NHTV Breda University of Applied Sciences, The Netherlands.

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