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Working in Hospitality
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%*-*.-.3*2'-,L=&!,'2! 22!1-1211'+'*0.!0!,2%!H5'2&2&!30!3-$-022'12'1
0!.-02',%<ALC=+'**'-,.!-.*!5-0)',%',2&!&-1.'2*'27, *!'130!', 31207L1-$!!+!0=;=>L>
!0!',32&!11-3,27HCLCb-$2&!*-*5-0)$-0!'1!+.*-7! ',&-1.'2*'27, 2-30'1+L?
, ', 31207 1 *0%! 1 &-1.'2*'27 '1 -3, 2- &4! !+.*-7+!,2 , 0!!0 -..-023,'2'!1 $-0
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0-*!15'2&',&-1.'2*'27-0%,'82'-,,-$$!03,'/3!.!0)1, !,!9212&2-2&!0-+.,'!1 -
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0!!0-..-023,'2'!1$-07-3L
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0!50 ',%L 2 2&! -0! -$ ,7 &-1.'2*'27 0!!0H '1 , ',2!0!12 ', .!-.*! , 1',!0! !1'0! 2-
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$12Y.! !,4'0-,+!,2H 0!/3'0',% ', '4' 3*1 2- ! .2*!H 312-+!0Y$-31! H , 1)'**! ',
.0-*!+Y1-*4',%L !1.'2! 2&! !+, ',% ,230! -$ 2&! 5-0)H &-1.'2*'27 0!!01 .0-4' ! 3,'/3!
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2!0',%2-%3!121],!! 12**&-301L10!13*2H&-1.'2*'27+,%!01+312!.0!.0! 2-&, *!
1'232'-,12&20'1!2,72'+!H5&!2&!0'2]1!,130',%1+--2&-.!02'-,1 30',%*2!Y,'%&21&'$21H
0!11',%3,!6.!2! '113!1H-0+',2',',%&'%&12, 0 1-$1!04'! 30',%.!)&-301L&!0-*!
0!/3'0!1&'%&*!4!*-$-++'2+!,2H:!6''*'27H, 2&!'*'272-*! , 13..-022!+2&25-0)1
0-1140'-311&'$21L&'*!2&'11.!2-$&-1.'2*'27+,%!+!,2,! !+, ',%H'2*1--$$!01
3,'/3!, 7,+'5-0)!,4'0-,+!,25&!0!,-25- 710!2&!1+!H, 2&!-..-023,'272-
+)!1'%,'9,2'+.2-,%3!12!6.!0'!,!1'1!4!0Y.0!1!,2L
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Issues Shaping Hospitality
&! &-1.'2*'27 ', 31207 '1 1&.! 7 40'!27 -$ 0'2'* '113!1 2&2 ',:3!,! '21 -.!02'-,1H
5-0)$-0!H, 312-+!0!6.!0'!,!1L , !012, ',% 2&!1!&**!,%!1 '1 !11!,2'* $-0 ,4'%2',%
, 13!! ',%',2&'1-,12,2*7&,%',%, %0-5',%9!* L
Tipping Culture:,2&!H2'..',%'157-$*'$!',+,7.021-$2&!&-1.'2*'27', 31207L!1230,2
1!04!01H &-2!* &-31!)!!.',% , -,'!0%! 12$$H 2-30 %3' !1H , -2&!0 5-0)!01] -+.!,12'-,
.02'**7 !.!, -,2'.1L'..',%3*230!,0!2!',-+! '1.0'2'!1+-,%12$$, 1-+!2'+!1
*! 2-',-,1'12!,21!04'!/3*'27L2,*1-0!13*2',5%!',1!30'27H'+.2',%!+.*-7!!+-0*!
, 12'*'275'2&',2&!&-1.'2*'275-0)$-0!L&'1'1.02'3*0'113!',2&!0!1230,2', 312075'2&
1-+! %0-3.1 4-2',% 2- 0'1! 2&! +','+3+ 5%! $-0 2'..! !+.*-7!!1 -0 !*'+',2! 2'..',%
*2-%!2&!0',$4-0-$$'0&-30*75%!L
Overtourism:&! -0* -30'1+ 0%,'82'-, !9,!1 -4!02-30'1+ 1 Z0" #',0 ) 0)1.#/'
)( /0#(0#)(C ). ,.0/ 0".) C 0"0 4//#2&5 #(81(/ ,.#2 -1 ) &# ) #0#6(/
(H).-1) 2#/#0).4,.#(/#((!0#235EN@4!02-30'1+.-1!11'%,'9,2&**!,%!1
$-02&!&-1.'2*'27', 312077120',',%*-*0!1-30!1H',0!1',%-121H, .-2!,2'**7 +%',%
2&!!,4'0-,+!,2, *-*3*230!L,7'2'!10-3, 2&!5-0* X',*3 ',%.-.3*0 !1'%,2'-,1
*')!!,'!H2*7H, 2&!0!!)1*, 1-$,2-0',', 7)-,-1H0! '1311',%5712-*'+'22&!
,3+!0 -$ 2-30'121 4'1'2',% 2&!'0 '2'!1L , ', 3++!0 =;=?H 0!1' !,21 -$ 0!*-, !,%%! ',
4'-*!,2.0-2!121%',122-30'121L,%',%2&!',:36-$2-30'121',.-.3*0 !12',2'-,1'103'*2-
1312',',%2&!/3*'27-$2&!%3!12!6.!0'!,!, +',2',',%-++3,'270!*2'-,1L
Sustainability:&!.31&2-50 11312','*'27',2&!&-1.'2*'27', 312070!:!21%0-5',%-,13+!0
!+, $-0 !-Y$0'!, *7 .02'!1L &!0! 0! +,7 !9,'2'-,1 5&!, '2 -+!1 2- 2&! 2-.'L ,!
%0!! Y3.-, !9,'2'-, -$sustainability'1 Z!!2',% -30 -5, ,!! 1 5'2&-32 -+.0-+'1',% 2&!
'*'27-$$3230!%!,!02'-,12-+!!22&!'0-5,,!! 1[L+.*!+!,2',%1312',*!.02'!1H13&1
0! 3',%512!H-,1!04',%!,!0%7H, 1-30',%*-**7H,-2-,*7&!*.1.0-2!22&!!,4'0-,+!,232
*1-!,&,!12&!0, ]1..!*2-!,4'0-,+!,2**7-,1'-31204!*!01L
-5!4!0H &-1.'2*'27 , 2-30'1+ - &4! 2&!'0 ,!%2'4! 1.!21 1 5!**L &!7 - .*7 .02 ',
!%0 ',% 1312','*'27L &'1 , -+! $0-+ 512!H !12032'-, -$ !-1712!+1H %0!!,&-31! %1
!+'11'-,1H3,$'05-0)',%5%!1H, 1--,L2)!&-* !01',2&'1', 31207,!! 2-120-,%*7!4*32!
&-52&!7-.!02!1-2&22&!7,+','+'8!2&!,!%2'4!1'+.215&'*!+6'+'8',%2&!.-1'2'4!
-,!1L
Technology vs. Human Interaction:&!',2!%02'-,-$2!&,-*-%7',2&!&-1.'2*'27', 31207H13&
11!*$Y1!04'!)'-1)1, +-'*!&!)Y',1H-$$!01-,4!,'!,!32,1-+!2'+!1 !202$0-+2&!
.!01-,*2-3&2&2 !9,!1!6!**!,2&-1.'2*'27L20')',%2&!0'%&2*,!!25!!,2!&,-*-%7,
&3+,',2!02'-,'14'2*2-+',2',',%%3!1212'1$2'-,, *-7*27L
Human Traf2cking:3+,20$9)',%'11'%,'9,2'113!',2&!&-1.'2*'27', 31207H5&!0!&-2!*1
, -2&!0!12*'1&+!,21,3,),-5',%*7!-+!4!,3!1$-02&'1'**!%*2'4'27L&!', 31207&1
&.2!0<G&!-1.'2*'27, -30'1+, 31207fD
0!1.-,1''*'272-20',12$$2-0!-%,'8!, 0!.-021'%,1-$20$9)',%H!,130',%2&22&!'0.0-.!02'!1
0!1$!, 1!30!$-0**%3!121, !+.*-7!!1L
Conclusion
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5!*-+',%, 0',%$-0-2&!01H!2&!7%3!121H312-+!01H-0120,%!01L&! !9,'2'-,1!+.&1'8!
-2&2&!31',!111.!21, 2&!',2!0.!01-,*50+2&2&2 !9,!1&-1.'2*'27L&'1 3*,230!
+)!1&-1.'2*'273,'/3!',2&!31',!115-0* H*!, ',%1!04'!.0-4'1'-,5'2&2&!02-$+)',%
.!-.*! $!!* 4*3! , 0! $-0L 1 ,,7 !7!0 13%%!121H &-1.'2*'27 '1 .-5!0$3* 31',!11
1202!%72&220,1!, 12&!20 '2'-,*-3, 0'!1-$1!04'!', 3120'!1H',:3!,',%2&!13!11-$
,731',!112&24*3!1312-+!00!*2'-,1&'.1L
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,', 31207 0'4!,71!04'!, 2&!0!2'-,-$+!+-0*!!6.!0'!,!1L&!3,'/3!&02!0'12'1
-$ 1!04'!1W',2,%''*'27H .!0'1&'*'27H ',1!.0'*'27H , 40''*'27W1!2 &-1.'2*'27 .02 $0-+
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'2L $-31 -, 312-+!0 1!04'! , 2&! +,%!+!,2 -$ 312-+!0 !6.!0'!,!1 '1 .0+-3,2H 1
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What is Tourism?
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5-0* ]1L-0 ',%2-2&!,'2! 2'-,1-0* -30'1+0%,'82'-,UVH',2!0,2'-,*
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Tourism is travel with a purpose. &!0!0!,3+!0-$5712-30'1+,! !9,! L&!,'2!
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The General Manager
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The Rooms Division
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!.-02',% 2- 2&! '0!2-0 -$ 0--+1H 2&! executive housekeeper +,%!1 , -4!01!!1
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13..*'!1L--+3 '21, ',1.!2'-,10!-+.*!2! 0!%3*0*72-!,130!12, 0 10!+!2L
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$-0 ,!5 %3!121H 0!.*!,'1&',% 13..*'!1H , --0 ',2',% 5'2& +',2!,,! $-0 ,7 0!.'01 -0
3.%0 !1LHouse persons *!, .3*' 0!1',*3 ',%&**571H 2&! *-7H , .3*' 0!120--+1H
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!.!, ',% -, 2&! 1'8! , 27.! -$ &-2!*H 2&! 0--+1 '4'1'-, +'%&2 ',*3 ! !** 22!, ,21 ,
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.0-4' ! '0!2'-,1',1' !, -321' !-$2&!&-2!*L.-02'-,-$2&!'02-2*-+.!,12'-,-+!1$0-+
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5'2& 0!1230,2 0!1!042'-,1H 2')!21 2- 2&! 2&!2!0H -,!021H , 2202'-,1 1 5!** 1 0!1!04',%
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0! 27.'**7 $-3, ', 0!1-021 , *0%! '27 !,2!0 &-2!*1P 2&!7 *1- 0!!'4! .-02'-, -$ 2&!'0
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&! &-2!* security team '1 0!1.-,1'*! $-0 !,130',% 2&! 1$!27 , 1!30'27 -$ %3!121 , 2&!
.0-.!027L&!1!30'272!++7',*3 !1!30'27.!01-,,!*H1304!'**,!1712!+1H, !+!0%!,7
0!1.-,1!.*,1L
Food and Beverage Division
&!food and beverage director'10!1.-,1'*!$-02!0',%, !4!,21H',Y0--+ ',',%H, 12, Y
*-,!0!1230,21, 01L&!!6!32'4!&!$H2&! '0!2-0-$,/3!21H, 2&!11'12,2+,%!01
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Internal Operational Roles
, &-2!*H 2&!0! 0! +,7 ',2!0,* -.!02'-,* 0-*!1 2&2 0! !&', 2&! 1!,!1 32 &!*. !,130!
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13!11L
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&!sales and marketing director'10!1.-,1'*!$-0!12*'1&',%1*!1, +0)!2',%2'4'2'!12&2
+6'+'8!2&!&-2!*]10!4!,3!1L&'1'127.'**7-+.*'1&! 7',0!1',%-3.,7, 0!4!,3!
-..-023,'2'!1$-02&!&-2!*]1-++- 2'-,H-,$!0!,!, 2!0',%1.!H*!'130!$'*'2'!1H,
$-- , !4!0%! -32*!21L &! 1*!1 , +0)!2',% +,%!0 '1 0!1.-,1'*! $-0 --0 ',2',%
+0)!2',% , .0-+-2'-,* 2'4'2'!1 , 5-0)1 *-1!*7 5'2& -2&!0 &-2!* !.02+!,21 2- !,130!
312-+!010!12'19! 5'2&**1.!21-$2&!'0!6.!0'!,!L
3+,!1-30!1
&!human resources department.0-4' !1%3' ,!, 4'!-,5' !0,%!-$+,%!+!,2Y
0!*2! .02'!1 ',*3 ',% 0!03'2+!,2 , 1!*!2'-,H 20',',% , !4!*-.+!,2H !+.*-7!!
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-3,2',%
&!controller '10!1.-,1'*!$-0-4!0**-3,2',%, 9,,!Y0!*2! 2'4'2'!1',*3 ',%-3,21
0!!'4*!H -3,21 .7*!H .70-**H 0! '2H 1712!+1 +,%!+!,2H 1& +,%!+!,2H $-- ,
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3 %!2',%L
Critical Skills for Hotel Employment
&! .30.-1! -$ 2&'1 &.2!0H$-02&!123 !,2-$ 2&! *- %',% ', 31207H'1 2- 0!112&! 2'4'2'!1
+-2'42! ', '4' 3* 2)!1 2- .0!.0! $-0 +,%!+!,2 .-1'2'-,L &!0! '1 ,- 1',%*!H *!0 .2&
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!,207Y*!4!*!+.*-7+!,2-0113.!04'1-012&25'**1!04!2&!+5!**1+,%!01L
ConsistencyB&!+3*2'*7!0! 0!1.-,1''*'2'!1-$*- %',%+,%!+!,20!/3'0!-,1'12!,212! 7
&, ',-.!02'-,1L- %',%+,%!010!0!/3'0! 2-!-,1'12!,2.*7!015'2&',2&!-.!02'-,L
,', '4' 3*,!! 12&!1+!12! ',!11',2&! '*7 '1-301!-$ '0!2',%2&!*- %',%-.!02'-,L
&'1 .!01-,*'27 20'2 2&2 5*)1 -32 -$ 2&! &-2!* 2 2&! !, -$ 2&! 7 ,!! 1 2- ! 2&! 1+!
.!01-,*'2720'22&25*)1', -, 2&!$-**-5',%+-0,',%L-,1'12!,7'1 ,-2-0,2*!,232'1
*!0,! 2'4'27L&!!12.*!2- !4!*-.2&'12*!,2'12&0-3%&2&!5-0)!$$-027-3.32',2-7-30
!,207Y*!4!*!+.*-7+!,2L02'!-,1'12!,7.0-4' ',%2&!1+!!6!**!,2.!0$-0+,!2- 71
7-3 ' -,**2&! 71.0'-0L&'1.02'!5'**!-+!&'2L
Excellence'1,-21',%*!.-',2-$&'!4!+!,2321!0'!1-$7-30!12!$$-021',!4!072&',%2&2
7-3 -L!22',%2&!1'+.*!%-*-$Z -',%7-30!12H[!-+!1&'2L6!**!,!'1,-2-322&!
0!13*21322&!!$$-0212-&'!4!0!13*21L
Attention to Detail'10'2'*1)'**2&2,!! 1 !4!*-.+!,2L1 -**2&!1!+,%!+!,2220'32!1L
02'!',7-30!+.*-7+!,22-$-31-,2&!1+**!021)1',7-30 '*75-0)0!1.-,1''*'2'!1H2)!2&!
!62012!.',5&2!4!07-30! -',%2-+)!130!2&! !2'*1&4!!!, 0!11! L-31!)!!.!01H
$0-,2-$9!.!01-,,!*H, **2&!312-+!01!04'!!+.*-7!!10!%'4!,+,7-..-023,'2'!12-$-31
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Organization'1 !1.!02!*7,!! ! 220'32!-$,7*- %',%!,2!0.0'1!L-+,71!04'! !*'4!07
1712!+1!-+!*322!0! , &-2'L-31-,-0%,'8',%7-30-5,5-0)0!-, '*71'1L
&'11!*$Y-0%,'8',%!6.!0'!,!5'**&!*.7-32--0%,'8!2&!1712!+7-3+,%!, 2&!!+.*-7!!1
2&25-0)',2&21712!+L
Communication'1 2&! 3*2'42'-, -$ .12 !6.!0'!,!1 2&2 ,!! 1!0'-31 22!,2'-,L- %',%
!+.*-7!!1*!0,2-&--1!2&!'05-0 10!$3**7L&!'04!0*2*!,215'**,230**7'+.0-4!2&0-3%&
',2!02'-,1 5'2& 2&! %3!12L &! 4!0* -++3,'2'-, !25!!, %3!12 , &-2!* .0-$!11'-,* '1
0!.-02! 2- ! -32 =;b -$ 2&! 2-2* ',2!02'-,L &! )!7 $-0 2&! 1.'0',% +,%!0 '1 2- $-31
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23 !,21 1!!)',% 2- !4!*-. 0!!0 ', 2&! *- %',% ', 31207 ,!! 2- !4*32! 2&! -.!02',%
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!.02+!,21L12&!5-0)',%!,4'0-,+!,2&**!,%',%32!,(-7*!M$7-3&4!.-1'2'4!0!1.-,1!1
2-2&!1!/3!12'-,1H7-300!!0'1-,2&!0'%&220)L
Property Management Systems & Revenue Management
A hotel property management system UV'11-$250!..*'2'-,2&2&-2!*131!2-+,%!
, 120!+*',!40'-31 7Y2-Y 7-.!02'-,1L21!04!112&!!,20*&3$-0&-2!*+,%!+!,2H
',*3 ',%%3!12 0!1!042'-,1H&!)Y',1, &!)Y-321H0--+11'%,+!,21H'**',%H&-31!)!!.',%H
, -2&!0 +','1202'4!21)1L&!*.1&-2!*1 !$9'!,2*7 &, *! %3!12 2H 0--+',4!,2-07H
, 9,,'*20,12'-,15&'*!'+.0-4',%-4!0**%3!121!04'!, 12$$.0- 32'4'27L2*1--$2!,
',2!%02!15'2&-2&!01712!+1H13&1.-',2Y-$Y1*!H-3,2',%H, -,*',!--)',%.*2$-0+1H2-
$'*'22!1!+*!11-.!02'-,L
-0 ',% 2- &-2!* -,13*2,2 !217 -,* $0-+ ,2!0,2'-,* -2!* -,13*2,7H 2&!
Z', 3120703*!-$2&3+'12&2&-2!*0--++312+)!^<.!0,'%&2$-0!4!07^<H;;;'22)!12-3'*
-037L$2&!&-2!*-121^<=@H;;;.!0S0--+TH2&!0--+&12-0!,2$-0^<=@.!0,'%&2-,4!0%!,
7-3,!! A;b2-B;b-3.,72-0!)!4!,[L<
-2!* revenue managementH *1- 0!$!00! 2- 1 7'!* +,%!+!,2H '1 2&! 1202!%' .02'! -$
-.2'+'8',% &-2!*]1 0!4!,3! , .0-92'*'27 7 !$$!2'4!*7 +,%',% 0--+ 02!1H ',4!,2-07H ,
'120'32'-,&,,!*1L&!.0'+07%-*-$&-2!*0!4!,3!+,%!+!,2'12-+6'+'8!0!4!,3!7
1!**',%2&!0'%&20--+2-2&!0'%&2%3!1222&!0'%&2.0'!, 22&!0'%&22'+!L
!**7H 2&! &-2!* 5-3* 1!** !4!07 0--+ 2 2&! rack rate X 2&! .3*'1&! 02!$-0 -,! ,'%&2]1 127
5'2&-32 ,7 '1-3,21 -0 .0!+'3+1 ',*3 ! L -5!4!0 2&'1 '1 ,-2 0!*'12'H 1- +,%!01 31!
-+',2'-, -$ 7,+' .0'',%H !+, $-0!12',%H ',4!,2-07 +,%!+!,2H , -+.!2'2'4!
,*71'12- 0'4!0!4!,3!L
Dynamic Pricing:!4!,3!+,%!0131! 2, ,*72'12- (3120--+02!11! -,
$2-01*')! !+, H1!1-,*'27H*-*!4!,21H-+.!2'2-0.0'',%H, --)',%20!, 1L2!1
+7 ! (312! ', 0!*Y2'+! 2- .'2*'8! -, -..-023,'2'!1 , +','+'8! *-11!1L 7,+'
.0'',%&1*-,% !!, 31! ', 2&! '0*',! ', 31207H 5&'&'15&7'0$0!1 $-0 2&! 1+! :'%&2
&,%!1-$0!/3!,2*7L
Demand Forecasting: 302! !+, $-0!12',% '1 !11!,2'* $-0 0!4!,3! +,%!+!,2L
7 ,*78',% &'12-0'* 2 , +0)!2 20!, 1H 0!4!,3! +,%!01 , ,2''.2! !+,
:3232'-,1 , (312 .0'',% 1202!%'!1 -0 ',%*7L -0 !6+.*!H &-2!*1 5'** 27.'**7
',0!1!02!15&!,+(-0!4!,2'12)',%.*!',2&!0!H13&1-**!%!$--2**%+!
-0+31'$!12'4*L
@=f&.2!0?G- %',%.!02'-,1
Inventory Management: !4!,3! +,%!01 +,%! 0--+ 4'*'*'27H **-2',% 2&! 0'%&2
,3+!0-$0--+12-40'-31+0)!21!%+!,21H '120'32'-,&,,!*1H, 02!2!%-0'!12-
-.2'+'8!0!4!,3!L
Competitive Analysis:,*78',%2&!.0'',%1202!%'!1-$-+.!2'2-01, .2',%2-+0)!2
-, '2'-,1'103'*2-127-+.!2'2'4!, .0-2!2+0)!21&0!L
Costs per occupied room (COPR)'19%30!2&2122!1**2&!-12111-'2! 5'2&+)',%
0--+0! 7$-0%3!12U*',!,1H*!,',%-121H%3!12+!,'2'!1VL
/1.#(!)0&#((#&. ).'(
-+!-$2&!)!79%30!1%!,!02! 72&!.0-.!027+,%!+!,21712!+2&2&-2!*+,%!0131!2-
11!110!4!,3!%-*1',*3 !G
F &!Occupancy Rate'15&!0!2&!2-2*-3.'! 0--+10! '4' ! 72&!2-2*4'**!0--+1L
-0!6+.*!H=;;-3.'! 0--+1',=@;0--+&-2!*5'**0!*'8!,-3.,702!-$C;bL
F &!Average Daily Rate (ADR)'1 !2!0+',! 7 '4' ',%2&!2-2*0--+0!4!,3!7-3.'!
0--+1L-0!6+.*!H&-2!*5'2&2-2*0--+0!4!,3!-$^=<C;;$-0=;;-3.'! 0--+15-3*
0!*'8!,ADR -$^=<C;; '4' ! 7=;;5-3* !/3*^<;DL
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0--+-3,2-$=@;L&!*3*2'-,5-3* .0-4' !$-0^CBL=;L
Conclusion
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F '12',%3'1&2&! '$$!0!,2segments in the cruise marketL
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Gaming Entertainment: An Overview
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2202 , 1!04! '4!01! 007 -$ ',!01H 2&! $-- 1!04'! ', 31207 ,-5 -,1'121 -$ 40'!27 -$
1!%+!,21L
&!0! 0! 25- )!7 '12',2'-,1G commercial foodserviceH 5&'& -+.0'1!1 0!1230,2 -.!02'-,1
5&-1! .0'+07 31',!11 '1 $-- , !4!0%!H , non-commercial foodservice !12*'1&+!,21
5&!0!$-- , !4!0%!10!1!04! 320!,-22&!.0'+0731',!11L2'1+ !3.-$/3')Y1!04'!
0!1230,21H$3**Y1!04'!0!1230,21H2!0',%H, 0',)',%!12*'1&+!,21L!*-5H5!]***--)2!&
-$2&!1!',+-0! !2'*L329012H*!2]1*11'$70!1230,2172&!'0-5,!01&'.1203230!
Classifying Restaurants by Ownership Structure
!1230,2-5,!01&'.'11'+'*02-&-2!*-5,!01&'.',2&22&!0!0!', !.!, !,2H$0,&'1! H,
-0.-02!Y-5,! !,2'2'!1L
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Independent restaurants 0! 27.'**7 *-**7 -5,! , -.!02! 7 ', '4' 3*1 -0 1+**
.02,!01&'.1H -$2!, (312 -,!H 25-H -0 2&0!! *-2'-,1L &!1! 0!1230,21 -$$!0 -5,!01 2&! %0!2!12
+-3,2-$0!2'4!$0!! -+, -.!02'-,*-,20-*H**-5',%2&!+2-2'*-02&!'0+!,3H !-0H,
-4!0** -,!.2 2- 2&!'0 3,'/3! 4'1'-,L , !.!, !,2 0!1230,2 -5,!01 , /3')*7 .2 2- *-*
+0)!2 20!, 1 , 312-+!0 .0!$!0!,!1H 32 2&!7 *1- !0 2&! $3** 03,2 -$ 9,,'* 0'1) ,
0!1.-,1''*'27L, !.!, !,210!2&!+(-0'27-$0!1230,21',2&!X2&!!12'+2!12&2B;b
0!1',%*!Y3,'2-.!02'-,1L
&.2!0BG!1230,21fBB
.("#//01.(0/
')!&-2!*1Hfranchise restaurants*')!30%!0',%, ..*!!!]1-.!02!3, !031',!11+- !*
5&!0! ', !.!, !,2 -5,!01 U$0,&'1!!1V .30&1! 2&! 0'%&21 2- 31! 2&! 0, ',%H 0!'.!1H ,
-.!02'-,*1712!+1-$,!12*'1&! 0!1230,20, U$0,&'1-0VL&'11203230!**-51$0,&'1!!1
2- !,!92 $0-+ 2&! $0,&'1-0]1 !12*'1&! 0!.322'-,H +0)!2',% 13..-02H , 12, 0 '8!
.0-! 30!1L &! $0,&'1-0 27.'**7 .0-4' !1 !62!,1'4! 20',',% , -,%-',% 13..-02 2- !,130!
-,1'12!,70-11***-2'-,1L&'*!$0,&'1!!1!,(-70! 3! 0'1) 3!2-2&!!12*'1&! 0,
, 13..-02,!25-0)H 2&!7+312 &!0!2-120'2%3' !*',!1 , -.!02'-,*12, 0 11!2 72&!
$0,&'1-0L &'1 , *'+'2 2&!'0 '*'27 2- +)! ', !.!, !,2 31',!11 !'1'-,1 , ,!!11'22!1
.7+!,2-$','2'*$0,&'1!$!!1, -,%-',%0-7*2'!1L-,!2&!*!11H2&!$0,&'1!+- !*&1.0-4!,
13!11$3* $-0 +,7 !,20!.0!,!301 1!!)',% 2- !,2!0 2&! 0!1230,2 ', 31207 5'2& 0!*'*!
$0+!5-0), 3'*2Y',312-+!01!L
0#)(&I).,).0L3(J"#(/
National or corporate-owned restaurant chainsX13&1&'.-2*!H&)!&)H, 203)1X
0!+,%! , -.!02! 7!,20*-0.-02!!,2'27L&!1!!12*'1&+!,21-$2!,&4!+3*2'.*!
*-2'-,1 0-11 40'-31 0!%'-,1 -0 -3,20'!1H ** -,20-**! '0!2*7 7 2&! -0.-02'-,L &'1
-5,!01&'.1203230!**-51$-0&'%& !%0!!-$ -,1'12!,7',0, '+%!H+!,3 -$$!0',%1H,
312-+!0 !6.!0'!,!H 1 ** !'1'-,1 0! + ! 2 2&! -0.-02! *!4!*L -0.-02!Y-5,! &',1
!,!92$0-+!-,-+'!1-$1*!',.30&1',%H+0)!2',%H, *-%'12'1H*! ',%2--12!$9'!,'!1
2&2', !.!, !,2-0$0,&'1!0!1230,21+7,-2&'!4!L-5!4!0H2&!1!&',1+312,4'%2!
2&! -+.*!6'2'!1 -$ +,%',% ,3+!0-31 *-2'-,1H 5&'& , *! 2- &**!,%!1 ', +',2',',%
/3*'27, 312-+!01!04'!12, 0 1L '2'-,**7H2&!-0.-02!1203230!-$2!,',4-*4!1*7!01-$
+,%!+!,2, 30!307H5&'&,1*-5 -5, !'1'-,Y+)',%, 0!1.-,1'4!,!112-*-*
+0)!2-, '2'-,1L!1.'2!2&!1!&**!,%!1H,2'-,*&',1-$2!, -+',2!2&!+0)!2 3!2-2&!'0
!62!,1'4!0!1-30!1, 5' !1.0! 0, 0!-%,'2'-,L
Classifying Restaurants by Service Type
1#%L.2#/01.(0/
-0+!0*7),-5,1$12Y$-- 0!1230,21Hquick-service restaurantsH-01H',*3 !$+'*'0,+!1
*')!-,* ]1H357H, 3,)',L&!7+)!3...0-6'+2!*7>>b-$2-2*$-- 1*!1',2&!
, ?Cb -$ 0!1230,21L? &'1 '+.-02,2 1!%+!,2 -$ 2&! $-- 1!2-0 %!,!0**7 2!01 2- -2&
0!1' !,21, 4'1'2-01, '10!.0!1!,2! ',0!12&20!-,4!,'!,2*7!11! 7-2&L0, 1H
&',1H, $0,&'1!1 -+',2!2&!*, 1.!H32'2*1-',*3 !17-30$4-0'2!*-* !*',
.'881&-.L&'*!2&!1!2-0&1+ !12!.12-+-4!57$0-+2&!20 '2'-,*$12Y$-- '+%!,
BCf&.2!0BG!1230,21
127*!-$1!04'!H'2'112'** -+',2! 7$-- 2&2'1.0!.0! , .30&1! /3')*7H, %!,!0**7
-,13+! /3')*7L
-,4!,'!,!, $+'*'0'270!)!7',2&'11!2-0L6+.*!1-$1',*3 !G
F 0'4!Y2&0-3%&*-2'-,1
F 2, Y*-,!*-2'-,1
F -2'-,15'2&',0!2'*12-0!1
F '-1)*-2'-,1',1&-..',%!,2!01
F '%&Y20$90!1H13&1+(-0&'%&571-0-++32!00-32!1
Fast-casual0!1230,21$-31-,&'%&!0/3*'27',%0! '!,212&,1, .0-4' !+ !Y2-Y-0 !0
$-- ',,!,4'0-,+!,22&2 -!1,-2',*3 !2*!1!04'!L312-+!01313**7-0 !02-3,2!0L
&!1!2',%0!'1+-0!3.1*!, -+$-02*!L6+.*!15-3* ',*3 !&'.-2*!!6',0'**H
,!0H, '4!371L
1&&L.2#/01.(0/
'2&,!0*7>>b-$2&!+0)!21&0!H@full-service restaurants W5&'&.0-4' !2*!1!04'!H5'2&
5'212$$2)',%%3!12-0 !01, 0',%',%$-- , 0',)12-2&!2*!W0!.!0&.12&!+-12:3'
-$2&!d-.!02'-,27.!1H (312',%, &,%',%2-2&! !+, 1-$2&!+0)!2.*!L-,13+!0
!6.!22'-,10!&'%&!0&!0!2&,5'2&1LA&!+!,31-$$!0! 0!40'! 32H',%!,!0*H0!:!2
2&!'+%!-$2&!0!1230,2-0-,13+!0]1 !1'0! !6.!0'!,!L(-01!%+!,21',*3 !9,! ',',%H
$+'*7Q13*H!2&,'H, 3.1*!13*L
Fine dining restaurants 0! &02!0'8! 7 &'%&*7 20',! &!$1 .0!.0',% -+.*!6 $-- '2!+1
2&20!!6/3'1'2!*7 .0!1!,2! L!*1 0!0-3%&22-2&!2*!7!6.!0'!,! 1!04!015'2&1-3,
$-- , !4!0%!),-5*! %!',,3.1*!2+-1.&!0!L&!-,!.2-$9,! ',',%&1!4-*4!
-4!02&!7!01L251-,!+, 2-072-&4!2*!*',!,1H9,!&',H0712*12!+50!H, 1'*4!0Y
.*2!32*!07',-0 !02-!0!$!00! 2-19,! ',',%!12*'1&+!,2L!04'!51-$2!,4!07$-0+*
, 0!1!04! H5'2&+','+*.!01-,*',2!02'-,!25!!,%3!121, 1!04!01L&!2*!51-$2!,
!+!**'1&! 5'2&$0!1&:-5!01, , *!115!**L- 7H2&!!120!1230,21$-31-,2&!/3*'27
-$ .0!.02'-,H .0!1!,22'-,H , :4-0 -$ 2&! $-- H 32'*'8',% 2&! !12 , H 5&!0! .-11'*!H *-*
',%0! '!,21L!04!015&-0!!,%%! H312-+!0Y!,20'H, 5!**Y',$-0+! 0!1-3%&2$2!072&!
!12 0!1230,21L , 2&!1! 31',!11!1H 2&! average checkH 5&'& '1 2&! 2-2* 1*!1 '4' ! 7 2&!
,3+!0-$%3!1211!04! H'1/3'2!&'%&U-$2!,0!4'!5! 5'2&2&!-1217+-*1-$2&0!!-0$-30 -**0
1'%,1Y^^^-0^^^^VL6+.*!1',*3 !,2'-,*&',1*')!32&]1&0'12!)&-31!, .'2-*
0'**!L& -51-,2&!3 1-,, !,07]1-,2&!0+-$$!09,! ',',%!6.!0'!,!1&!0!',2&!
3 1-,**!7L
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',',% -+.0'1!1 +0)!2 1!%+!,2 !25!!, $12Y13* !12*'1&+!,21 , 9,! ',',%
0!1230,21L 13* ',',% 0!1230,21 -$2!, &4! $3** 0 5'2& 1!.02! 0 12$$H *0%!0 !!0
&.2!0BG!1230,21fBD
+!,3 , *'+'2! 5',! +!,3L &'1 1!%+!,2 '1 $3** -$ &',1 13& 1 &'*']1H 32)H , !
-',H15!**1+,7', !.!, !,20!1230,21',0!%'-,*-0*-*+0)!21H13&1-1'+-]1,
'**-31!0!5',%-+.,7',-3%&)!!.1'!L
Family restaurants -$$!0 $$-0 *!+!,3 '2!+1 2&2 1., 40'!27-$ 312-+!0 212!1L &!7 *1-
&4!2&!-.!02'-,*:!6''*'27',+!,3, 0!1230,2*7-322-5!*-+!*0%!%0-3.1-$ ',!01L,
,*71'1-$+!,31',$+'*7Q13*0!1230,210!4!*1&'%& !%0!!-$-.!02'-,*2!&,'/3!113&
1 +!,3 '2!+0-11Y32'*'82'-,H 5&!0! $!5 )!7 ',%0! '!,210! 0!.30.-1! ', 1!4!0*571L-2&
&', , ', !.!, !,2 0!1230,2 -.!02-01 :-30'1& ', 2&'1 1!2-0L 6+.*!1 -$ &',1 ', 2&'1
2!%-075-3* !-* !,-00*H'']1'88H, *-*0!1230,21*')!2&!'*7*,!2, , 2&!
! ',!',!0L
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Ethnic restaurants 1!04! $-- , -$$!0 ',',% !6.!0'!,!1 2&2 0! 0!.0!1!,22'4! -$ 1.!'9
!2&,''27-0,2'-,*'27H-$2!,0!:!2',%2&2-$2&!-5,!0-0&!$L&!%0-52&, &,%',%,230!
-$ 2&'1 1!2-0 0!:!21 2&! !.2,! -$ 40'-31 !2&,' $-- 1 5'2&', -30 -++3,'2'!1L 2&,'
0!1230,21 %!,!0**7 !4-*4! *-,% 25- 0-32!1G 2-50 0!+',',% 32&!,2' 2- 2&! 3'1',! -$ 2&!
-3,207 -$ -0'%', -0 2-50 *0%!0 +0)!2 !.2,! 2&0-3%& +- '$7',% +!,3 '2!+1LB&!
32&!,2''27-$2&!!6.!0'!,!-$2!, 0'4!12&!312-+!0]1 !'1'-,L&! 0'4',%$-0!!&', 2&!1!
-.!02'-,1 '1 2&! &!$]1 )%0-3, H -++'2+!,2 2- 2&! /3*'27 -$ 2&! .0- 32H ',,-42'4!
.0!.02'-, +'6! 5'2&!6!.2'-,*2!&,'/3!H , ),-5*! %!*!1!04'!12$$2-0',% '2 2-2&!
-,13+!0L&!!2&,'2!%-07,',*3 !9,! ',',%H13*H, /3')Y1!04'!0!1230,21L-+!
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13* 0!1230,2 1!04',% 3!02- ', 3'1',! ', ..',%!01H , &,]1 !)',%H &',!1!
0!1230,2',-3%&)!!.1'!L
Theme restaurants0! ',',% !12*'1&+!,212&20!2!3,'/3! , '++!01'4!!6.!0'!,!7
!,2!0',% 2&!'0 !-0H +!,3H , -4!0** +',! 0-3, 1.!'9 -,!.2 -0 2&!+!L &!1!
0!1230,21 -$2!, ',-0.-02! !*-02! !-02'-,1H -123+!1H +31'H , !4!, ',2!02'4!
!*!+!,21 2- !,&,! 2&! 2&!+2' !6.!0'!,! $-0 %3!121L &! %-* '1 2- 20,1.-02 ',!01 ',2-
'$$!0!,25-0* H.0-4' ',%,-2(312+!*32+!+-0*!, !,2!02',',%-32',%L,!6+.*!-$
2&!+!0!1230,2'1',$-0!12$!H5&'&1'+3*2!120-.'*0',$-0!12!,4'0-,+!,2-+.*!2!
5'2& *31& 4!%!22'-,H ,'+20-,' ,'+*1H , 2&! 1-3, 1 -$ 0', , 2&3, !0H 0!2',%
.2'42',%, $+'*7Y$0'!, *7 ',',%!6.!0'!,!L
Celebrity-owned restaurants0! ',',%!12*'1&+!,21-5,! H-Y-5,! H-0&!4'*7!, -01! 7
$+-31', '4' 3*1$0-+40'-319!* 113&1!,2!02',+!,2H1.-021H-0$1&'-,L&!1!0!1230,21
*!4!0%! 2&! 120 .-5!0 -$ 2&!'0 -5,!01 2- 2202 ',!01H -$2!, ',-0.-02',% !*!+!,21 -$ 2&!
!*!0'27]1 .!01-, -0 ',2!0!121 ',2- 2&! 0!1230,2]1 2&!+!H +!,3H , !-0L , !6+.*! -$
!*!0'27Y-5,! 0!1230,2'1-3H-Y-5,! 70!,-5,! &!$-3213&'1, 2-0-!02
!'0-L
&-3%&2!&,'**7.02-$2&!2!%-07Hcafes and coffee shops0!1'%,'9,21!2-0-$
C;f&.2!0BG!1230,21
2&!0!1230,2', 31207L.!'*'8',%',-$$!!H2!H*'%&2+!*1H, .120'!1H2&!1! !12*'1&+!,21
1!04! 1 1-'* &31 5&!0! .!-.*! , 0!*6H 5-0)H -0 +!!2 $0'!, 1 ', 13* , -+$-02*!
2+-1.&!0!L ,-5, $-0 2&!'0 -87 ',2!0'-01 , ',4'2',% +',!H $!1 , -$$!! 1&-.1 -$2!,
$!230! $0!! 'Y'H -+$-02*! 1!2',%H , 5!*-+',% !,4'0-,+!,2L &!7 0,%! $0-+ 1+**H
', !.!, !,2*7 -5,! *-* 1.-21 *')! ,) /30! -$$!!&-31! ', !-, -0 -3%&)!!.1'!]1
0$2! 3.H 2- *0%! ',2!0,2'-,* &',1 *')! 203)1L &'1 1!2-0 &1 1!!, 1'%,'9,2 %0-52&H
0'4!,72&!',0!1',%%*-* !+, $-01.!'*27-$$!!, 2!H15!**10'1',%20!, 2-50
13* ',',%, -++3,'27Y!,20'1.!1L'2&$-31-,/3*'27!4!0%!1, *'%&2$0!H$!1
, -$$!!1&-.1&4!!-+!!11!,2'*96230!1',30,, 1330,*, 1.!1H..!*',%2-
5' !0,%!-$312-+!011!!)',%-2&-,4!,'!,!, .*!2-3,5', L
Restaurant Customers
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.!01.!2'4!G 312-+!0 27.!L &! 9012 57 2- *11'$7 312-+!01 '1 2- '4' ! 2&!+ ',2- 25- )!7
+0)!21G0!1' !,21, 4'1'2-01L
Residents: &! 9012 -$ 2&!1!H 2&! 0!1' !,2 %0-3.H , ! $302&!0 '4' ! 1! -, 2&!'0.30.-1!
$-04'1'2',%0!1230,2L-0-,!%0-3.H$-- -0 0',)'12&!.0'+07.30.-1!$-02&!4'1'2L-0!6+.*!H
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&**!,%!1 1 %3!121 5'** 0',% 5'2& 2&!+ 2&! 212!1 , !2',% &'21 -$ 2&!'0 &-+! -3,207
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Key Components of the Restaurant Industry
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, !6!**',% ', 0!1 13& 1 +!,3 !4!*-.+!,2H !4!0%! 1!04'!H 312-+!0 !6.!0'!,!H ,
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Front of House Technology Tools
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Back of House: Kitchen Staff
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Restaurant Financial Management
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Forecasting
1',% 2&! &'12-07 -$ .12 1*!1 ', 0!1230,2 -.!02'-, '1 0'2'* $-0 +,%!01 22!+.2',% 2-
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Covers0!1'+.*72&!,3+!0-$0!1230,2%3!1211!04! 30',%1.!'92'+!.!0'- L*3*2',%
2&!guest check average'1*1-/3'2!1'+.*!G'2'1(3125&2'2171H2&!4!0%!-$5&2!&%3!12
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1/0)'.L&0/01.(00.#/
Guest Check Average +!130!12&!4!0%!+-3,21.!,27!&312-+!0L,0!1',%2&!4!0%!
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F FormulaG-2**!1Q3+!0-$3!121
Table Turnover Rate ', '2!1&-5$0!/3!,2*72*!10!-3.'! , 230,! -4!0 30',%%'4!,
.!0'- L&'%&!0230,-4!002!13%%!121!$9'!,231!-$1!2',%.'27L
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1'8!L
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+,%!011&-3* !20',! 2-)!!.0'2'*!7!-,2&!1&! 3*!1$-0!&1&'$2H, ,-2!5&!2&!0
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5/01.(0. ).'(0.#/
Food Cost Percentage 1&-512&!.!0!,2%!-$0!4!,3!1.!,2-,$-- ',%0! '!,21L*-5!0$-- -12
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F -- -1211&-3* !0-3, >;b-$1*!1
Beverage Cost Percentage1&-512&!.!0!,2%!-$0!4!,3!1.!,2-,!4!0%!',%0! '!,21L*-5!0
!4!0%!-12.!0!,2%!', '2!1!22!0-,20-*-4!0-121, &'%&!0.0-92'*'27L
F FormulaGU-12-$!4!0%!1-* Q!4!0%!*!1VE<;;
F !4!0%!-12.!0!,2%!1&-3* !0-3, >;b-$1*!1
Inventory Turnover Ratio +!130!1&-5!$9'!,2*7',4!,2-07'1+,%! 7-+.0',%2&!-12-$
%-- 11-* 2-2&!4!0%!',4!,2-07L&'%&!0230,-4!002'-', '2!1!$9'!,2',4!,2-07+,%!+!,2H
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Labor Cost Percentage ', '2!12&!.!0!,2%!-$0!4!,3!1.!,2-,*-0L$9'!,2*-0
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Introduction to Beverage Management
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Nonalcohol Beverage Management
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0!1!0&H, +-0!L
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Tourism Attractions & The Experience Economy
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03'*0-*!',1&.',%3*230*, 1-'*!6.!0'!,!1-,%*-*1*!L
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adventure tourism
27.!-$2-30'1+5&'&313**72)!1.*!', !12',2'-,15'2&1.!'9%!-%0.&'$!230!1,
*, 1.!, 2!, 12-!11-'2! 5'2&.&71'*2'4'27H3*230*!6&,%!H',2!02'-,,
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agritourism
$-0+ -$ -++!0'* !,2!0.0'1! 2&2 *',)1 %0'3*230* .0- 32'-, , Q-0 .0-!11',% 5'2&
2-30'1+ 2- 2202 4'1'2-01 -,2- $0+H 0,&H -0 -2&!0 %0'3*230* 31',!11 $-0 2&! .30.-1!1
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31',!11-5,!0L
Amusement parks
4!,3!12&227.'**7-$$!05' !0,%!-$0' !1, 2202'-,1H',*3 ',%0-**!0-12!01H!00'1
5&!!*1H52!00' !1H, +-0!
Art museums
0%,'82'-,1 -.!, 2- 2&! 2&! .3*' 2&2 -**!2 &'12-0'* , +- !0, 5-0)1 -$ 02 $-0
! 32'-,*.30.-1!1, 2-.0!1!04!2&!+$-0$3230!%!,!02'-,1
back of house
0!$!01.0'+0'*72-2&!)'2&!,H32*1-',*3 !12&! '1&51&',%0!H$-- 12-0%!H, )
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Banquet department
&!4!,3!!4!,212$$',&0%!-$!6!32',%2&!!4!,2
bell attendants
3,'$-0+! !+.*-7!!12&2%0!!2%3!121H11'125'2&*3%%%!H&'*26'1H, .0-4' ! '0!2'-,1
',1' !, -321' !-$2&!&-2!*
Boutique hotels
',2'+2!H 127*'1&H , -$2!, ', !.!, !,2*7 -5,! -++- 2'-,1 2&2 !+.&1'8!
', '4' 3*'8! , 3,'/3!%3!12!6.!0'!,!1
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Buffet service
',4-*4!1 $-- 00,%! , &!* 3, !0 ..0-.0'2! 2!+.!0230! 12, 0 1 5&'*! %3!121
5'**',%*7-+!, &--1!12&!7.0!$!02-1!*!2$-- '2!+1
Business/Airport Hotels
1.!'9 2!%-07 -$ -++- 2'-,1 !1'%,! 2- 2!0 .0'+0'*7 2- 2&! ,!! 1 -$ 31',!11
204!*!01, 2&-1!.11',%2&0-3%&'0.-021L
cafes and coffee shops
0!1230,212&21.!'*'8!',-$$!!H2!H*'%&2+!*1H, .120'!1, -$2!,1!04!11-'*&31
5&!0!.!-.*!,0!*6H5-0)H-0+!!2$0'!, 1',13*, -+$-02*!2+-1.&!0!
Cart service
',-0.-02!1.-02'-,-$2*!1' !.0!.02'-,
Casual restaurants
1!04!+- !02!*7Y.0'! 2-3.1*!$-- ',+-0!13*2+-1.&!0!
Catering Sales department
4!,2 4!,3! 12$$ 0!1.-,1'*! $-0 1!30',%,!5 *'!,21H 1&! 3*',% !4!,21H !12*'1&',% 2&!
,/3!2!4!,2-0 !01H, +',2',',%0!*2'-,1&'.15'2&300!,2*'!,21
Celebrity-owned restaurants
',',%!12*'1&+!,21-5,! H-Y-5,! H-0&!4'*7!, -01! 7$+-31', '4' 3*1$0-+40'-31
9!* 113&1!,2!02',+!,2H1.-021H-0$1&'-,
Charity and Fundraising Events
.!'*!4!,212&20'1!+-,!7$-0,-,Y.0-92-0%,'82'-,1L
City Center Hotels
&-2!**-2! ',2&!!,20*31',!11 '120'2-0 -5,2-5,0!-$'2715!**1',0!1),-5,
$-02-30'12H3*230*, !,2!02',+!,23*230*2202'-,1L
commercial foodservice
0!1230,2-.!02'-,15&-1!.0'+0731',!11'1$-- , !4!0%!
concierge
11'12%3!1215'2&0!1230,20!1!042'-,1H2')!212-2&!2&!2!0H-,!021H, 2202'-,115!**
10!1!04',%&-2!*+!,'2'!1
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controller
0!1.-,1'*!$-0-4!0**-3,2',%, 9,,!Y0!*2! 2'4'2'!1
Convention Hotels
*0%!&-2!*11.!'9**7 !1'%,! 2-&-12-,$!0!,!1H-,4!,2'-,1H, -2&!0*0%!Y1*!!4!,21
Corporate Events
-+.,71.-,1-0! !4!,212&2',*3 !-0 +!!2',%1H,!25-0)',%!4!,21H-,$!0!,!1H,
1!+',012-.0- 32*3,&!1H, !+.*-7!!2!+Y3'* ',%0!20!21
Covers
2&!,3+!0-$0!1230,2%3!1211!04! 30',%1.!'92'+!.!0'-
Cultural attractions
2&-1!.*!1-$ 3*230!H&!0'2%!H,230!H-0 2'4'2'!1 2&2 05.!-.*! 2-4'1'2H27.'**7$-0 '21
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-$$!0',%*!'130!, +31!+!,2L
Cultural heritage
2&!*'4',%!6.0!11'-,-$1-'!27O1' !,2'27L
Customer experience
2&!0!13*2-$,',2!02'-,!25!!,2&!312-+!0, 2&!-+.,7P&-5312-+!01.!0!'4!
2&!'0',2!02'-,15'2&2&!-+.,7-00,
Customer service
2&! 11'12,! , 4'! .0-4' ! 7 -+.,7 2- 312-+!01 2&0-3%&-32 2&! 312-+!0
(-30,!7P!$-0!H 30',%H, $2!02&!1*!L
customer touch-point or moment of truth
.-',2 ', 2'+! 5&!, 2&! -+.,7 -,,!21 ', 1-+! $-0+ 5'2& 2&! 312-+!0 U!L%LH 5!1'2!H
.&-,!H!+'*H1-'*+! 'H0!2'*12-0!H0!230,1H1!04'!H, .0- 321VL
Destination mountain resorts
)', 5',2!01.-021-0'!,2! 0!1-0212&20!-$2!,1'%,'9,2*7*0%!0, -$$!0%0!2!00,%!
-$+!,'2'!113&1-,+-3,2',-++- 2'-, , $-- 1!04'!1P 2&!70!*1-%!,!0**7
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Ethnic restaurants
0!1230,212&2 1!04! $-- , -$$!0 ',',% !6.!0'!,!1 2&2 0! 0!.0!1!,22'4! -$ 1.!'9
!2&,''27-0,2'-,*'27
Excursionist
1-+!-,!5&-204!*12- !12',2'-,, 0!230,12-2&!'0.-',2-$-0'%',-,2&!1+! 7
executive housekeeper
+,%!1 , -4!01!!1 &-31!)!!.',% -.!02'-,1 , 12$$ ',*3 ',% 2&! &-31!)!!.',%
+,%!0H13.!04'1-0H&-31!.!01-,1H, 0--+22!, ,21
experience economy
, !-,-+' -,!.2 5&!0! 31',!11!1 $-31 -, 0!2',% +!+-0*! !6.!0'!,!1 $-0
312-+!0102&!02&,(3121!**',%%-- 1-01!04'!1L
Extended stay hotels
'12',2 2!%-07 -$ *- %',% 2&2 2!01 2- %3!121 *--)',% $-0 -++- 2'-,1 !7-, 2&!
27.'*1&-02Y2!0+127H-$2!,5!!)-0+-0!L
Family-style Service
',4-*4!11&0! '1&!11!04! , '120'32! +-,%122*!-$ ',!01
festival
2&!+! .3*'!*!02'-,2&2-,4!71H2&0-3%&)*!' -1-.!-$2'4'2'!1H!02',+!,',%
2-.02''.,21, 1.!22-01
Fine dining restaurant
&02!0'8! 7&'%&*720',! &!$1.0!.0',%-+.*!6$-- '2!+1H!6/3'1'2!*7.0!1!,2!
Fine dining restaurants
&02!0'8! 7&'%&*720',! &!$1.0!.0',%-+.*!6$-- '2!+1H!6/3'1'2!*7.0!1!,2!
food and beverage director
0!1.-,1'*!$-02!0',%, !4!,21H',Y0--+ ',',%H, 12, Y*-,!0!1230,21, 01
food and beverage industry
**31',!11!12&2.0!.0!H1!04!H, 1!**$-- , 0',)12-312-+!01
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franchise
31',!11+!2&- 2&2',4-*4!1-,!31',!11U2&!$0,&'1-0V*'!,1',%2&!'0 20 !+0)1,
+!2&- 1-$ -',%31',!112-,-2&!031',!11-5,!0U2&!$0,&'1!!V
franchise restaurants
-.!02!3, !031',!11+- !*5&!0!', !.!, !,2-5,!01U$0,&'1!!1V.30&1!2&!0'%&21
2- 31! 2&! 0, ',%H 0!'.!1H , -.!02'-,* 1712!+1 -$ , !12*'1&! 0!1230,2 0,
U$0,&'1-0VL
front desk agent
5-0)1',2&!*-7-00!!.2'-,0!2-5!*-+!2&!%3!1212-2&!.0-.!027H.0-!1100'4*1,
!.0230!1H, --0 ',2!0--+11'%,+!,21
front of house
2&! 312-+!0Y$',% .02 -$ 2&! 0!1230,2P 2&2 '1H ** -$ 2&! 0!1 5&!0! 312-+!01 0!
5!*-+! H1!2! H, 1!04! 2&!'0$-- , 0',)1
front of2ce manager
-,20-*12&!4'*'*'27-$0--+1, 2&! 7Y2-Y 7$3,2'-,1-$2&!$0-,2-$9!
full-service hotels
3.1*!H3..!03.1*!, *36307 .0-.!02'!1 5'2& 5' ! 40'!27 -$ -,1'2!+!,'2'!1H13&1
0!1230,21H+!!2',%1.!1H!6!0'1!0--+1-01.1L
full-service restaurants
.0-4' ! 2*! 1!04'!H 5'2& 5'212$$ 2)',% %3!12 -0 !01 , 0',%',% $-- , 0',)1 2- 2&!
2*!
gambling
2&! 5%!0',% -$ 1-+!2&',% -$ 4*3! UN2&! 12)!1NV -, 0, -+ !4!,2 ',2!, ',% 2- 5',
1-+!2&',%!*1!-$4*3!H5&!0!',12,!1-$1202!%70! '1-3,2! L
Gaming
2-30'1+ -.2'-, 5'2& 1',- %+*',% !',% -$$!0! 1 2&! -0! -0 !,2!0 !6.!0'!,!
1300-3, ! 7 40'!27 -$ ,'**07 -0 13..-02',% .0- 321W$-- H !4!0%!H 1&-..',%H ,
-2&!0+31!+!,21L
*-1107f<?B
general manager
2&!0!1230,2O1*! !0, .0'+07 !'1'-,Y+)!0H-4!01!!',%-2&$0-,2Y-$Y&-31!UV,
)Y-$Y&-31!UV-.!02'-,1
guest check average
2&!4!0%!-$5&2!&%3!121.!, 1H*3*2! 7 '4' ',%2&!2-2*$-- , !4!0%!1*!1
72&!2-2*,3+!0-$%3!121U-0-4!01V',.02'3*02'+!.!0'-
hallmark event
3,'/3!!4!,22&2'1-$2!,' !,2'9! 5'2&2&!*-2'-,5&!0!'2'1&!* H*')!0 '01',!5
0*!,1
Highway/Interstate Hotels
*- %',%$'*'2'!1*-2! ,!0+(-0&'%&571-0',2!0122!0-32!1H !1'%,! 2--++- 2!
204!*!015&-0!-,*-,%0- 20'.1-0,!! -,4!,'!,2-4!0,'%&212-.L
historic landmark
*, +0)2&2'11.!'9**70!-%,'8! $-0'21&'12-0'*H3*230*H-00&'2!230*'+.-02,!L
hospitality
2&! -+.0!&!,1'4! 1!04'! , !6.!0'!,! .0-4' ! 2- %3!121 , 312-+!01 5'2&', 1!2-01
13&1*- %',%H$-- , !4!0%!H!4!,2.*,,',%H204!*H, 2-30'1+
hotel general manager
2&!&'!$!6!32'4!5&-'10!1.-,1'*!$-0-4!01!!',%2&!-4!0**-.!02'-,-$&-2!*-0*- %',%
!12*'1&+!,2
hotel property management system
1-$250!..*'2'-,2&2&-2!*131!2-+,%!, 120!+*',!40'-31 7Y2-Y 7-.!02'-,1L
housekeeping department
0!1.-,1'*!$-0+',2',',%2&!*!,*',!11H-0 !0H, -4!0**..!0,!-$%3!120--+1H.3*'
0!1H, -2&!0$'*'2'!15'2&',2&!&-2!*L
human resources department
-4!01!!10!03'2+!,2, 1!*!2'-,H20',',%, !4!*-.+!,2H!+.*-7!!0!*2'-,1H, 0!50 1
, -+.!,12'-,
<?Cf*-1107
In-House Event Planner
,!4!,2.*,,!0!+.*-7! 71.!'9,-,.0-92H-+.,7H-011-'2'-,
Independent Event Planner
.0-$!11'-,*!4!,2.*,,!0-.!02',%', !.!, !,2*727.'**703,12&!'0-5,31',!11H-$$!0',%
!4!,2.*,,',%1!04'!12-*'!,21L
independent hotel
9,,! 7-,!', '4' 3*-01+**%0-3., '1 '0!2*7+,%! 7'21-5,!01-02&'0 Y.027
-.!02-01L
Independent restaurants
27.'**7*-**7-5,! , -.!02! 7', '4' 3*1-01+**.02,!01&'.1H-$2!,(312-,!H25-H-0
2&0!!*-2'-,1L
Intangible services
N.0- 321N2&2,,-2!2-3&! !$-0!&, , +312!!6.!0'!,!1H13&1&'032-0
&-2!*127L
Integrated resorts
*0%!Y1*! -+.*!6!1 2&2 -+',! 1',-1 5'2& &-2!*1H 0!1230,21H 1&-..',% !,2!01H
!,2!02',+!,2 4!,3!1H , -,4!,2'-, $'*'2'!1H 0!2',% -+.0!&!,1'4! !12',2'-,
!6.!0'!,!
landmark
.0-+',!,2-05!**Y),-5,$!230!',*-2'-,H-$2!,31! 1.-',2-$0!$!0!,!L
limited-service hotels
.0-.!02'!1 2&2 -$$!0 1!*!2 -0 $-31! $'*'2'!1 , +!,'2'!1H 27.'**7 5'2&-32 $3**Y1!04'!
0!1230,2
Lodging
&!.0-4'1'-,-$-++- 2'-,1!04'!12-204!*!01, %3!121H-$$!0',%.*!2-1*!!.,
0!12
lodging industry
31',!11!12&2.0-4' !-4!0,'%&2-++- 2'-,2-204!*!01, 2-30'121
*-1107f<?D
management contract
1!04'!-$$!0! 7+,%!+!,2-+.,72-+,%!&-2!*-00!1-02$-0'21-5,!01
Meetings and events
5' !0,%!-$%2&!0',%113&1-,$!0!,!1H-,4!,2'-,1H20 !1&-51H-0.-02!+!!2',%1H
!6&''2'-,1H, 1-'*!4!,21*')!5! ',%1, $!12'4*1
mega-event
*0%! 1*!H &'%&*7 .0!12'%'-31 !4!,2 13& 1 2&! *7+.' +!1H -0* 3.H , 2&!
3.!0-5*1.-02',%!4!,21-0%*-*!-,-+'13++'2L
Menu development
2&!0!2'-,, .*,,',%-$ '1&!12&2 !9,!0!1230,2O1' !,2'27, ..!*2-'2120%!2
+0)!2
multiplier effect
2&! 57 2&2 1.!, ',% 7 2-30'121 '03*2!1 2&0-3%& 2&! *-* !-,-+7 , %!,!02!1
'2'-,*!-,-+'2'4'27L
National or corporate-owned restaurant chains
+,%! , -.!02! 7!,20*-0.-02!!,2'27, -$2!,&4!+3*2'.*!*-2'-,10-11
40'-310!%'-,1-0-3,20'!1H**-,20-**! '0!2*772&!-0.-02'-,L
Native American casinos
1',-12&20!*-2! -,20'**, 12&0-3%&-322&!
nature-based tourism
2&-1!2-30'1+!6.!0'!,!12&20! '0!2*7-0', '0!2*7 !.!, !,2-,2&!,230*!,4'0-,+!,2
night auditor
0!1.-,1'*! $-0 0!-,'*',% 2&! &-2!*O1 9,,'* 20,12'-,1H &, *',% %3!12 &!)Y',1 ,
&!)Y-321 30',%*2!Y,'%&21&'$21
non-commercial foodservice
!12*'1&+!,215&!0!$-- , !4!0%!10!1!04! 320!,-22&!.0'+0731',!11
Online Travel Agents
5!Y1! .*2$-0+12&2.0-4' !40'-31204!*1!04'!1H',*3 ',%--)',%:'%&21H&-2!*1H0
0!,2*1H42'-,.)%!1H, -2&!0204!*Y0!*2! 2'4'2'!1L
<@;f*-1107
Outdoor recreation
-32 --0 2'4'2'!1 2&2 2)! .*! ', ,230* 1!22',%H 1 -..-1! 2- &'%&*7 3*2'42! -0
+,%! *, 1.!13&1.*7',%9!* -0%-*$-301!
Performing arts
',*3 !12&!20!-+.,'!1, ',,!02&!20!1H ,!-+.,'!1H+31'*%0-3.1H, 02'121
, -2&!0.!0$-0+',%021-+.,'!1
Personal Social Events
4!,2113&15! ',%1, -2&!0!*!02'-,12&20!.!01-,*, -$2!,&'%&*7!+-2'-,*H
0!/3'0',%0!$3*22!,2'-,2- !2'*, 120-,%$-31-,2&!*'!,2]14'1'-,, !1'0!1L
Plate service
2&!+-12-++-,1!04'!127*!H'2',4-*4!1%3!12-0 !01!',%2)!,22&!'02*!L
Platter service
',4-*4!1 $-- !',% 00,%! 1.!'9**7 -, .*22!0 , 0-3%&2 -32 2- 2*!1 $-0 %3!121O
4'!5',%
professional event planner
&!.!01-,0!1.-,1'*!$-0--0 ',2',%, !6!32',%5' !0,%!-$ !4!,21H!,130',%2&!7
+!!22&!*'!,2O1-(!2'4!1, !6.!22'-,1
quick-service restaurants
0!1230,21 2&2 1.!'*'8! ', $-- 2&2 '1 .0!.0! , .30&1! /3')*7H , %!,!0**7
-,13+! /3')*7L
rack rate
2&!.3*'1&! 02!$-0-,!,'%&2O11275'2&-32,7 '1-3,21-0.0!+'3+1',*3 !
Recreation and leisure
2'4'2'!12&2.!-.*! --321' !-$5-0)$-0.*!130!L
regional mountain resorts
)', 5',2!01.-021-0'!,2! 0!1-0212&20!313**71+**!0',1'8!, .'27H&4!$!5!0
+!,'2'!1H, -$2!,2!0+-0! '0!2*72-2&!*-*-++3,'27
*-1107f<@<
resort
$3**Y1!04'!&-2!*2&2.0-4' !1!112--0-$$!010,%!-$0!0!2'-,$'*'2'!1, +!,'2'!1
, 0!%!,!0**7*-2! ',0!12&2220242'-,!01L
revenue management
2&!1202!%'.02'!-$-.2'+'8',%&-2!*O10!4!,3!, .0-92'*'277!$$!2'4!*7+,%',%
0--+02!1H',4!,2-07H, '120'32'-,&,,!*1
Riverboat casinos
1',-12&2-.!02!-,52!05712--+.*75'2&1.!'9122!0!%3*2'-,1H-$$!0',%*!, -$
,-12*%', +- !0,%+',%
room attendants
-+.*!2! 2&! 7Y2-Y 7 21) -$ *!,',% , .0!.0',% 0--+1 $-0 ,!5 %3!121H 0!.*!,'1&',%
13..*'!1H, --0 ',2',%5'2&+',2!,,!$-0,70!.'01-03.%0 !1
room nights
2&!0!,2*-$1',%*!&-2!*0--+$-0-,!,'%&2H0!%0 *!11-$2&!,3+!0-$%3!121-3.7',%2&!
0--+-02&! 302'-,-$2&!'0127
rooms division director
-4!01!!1 2&! &-2!*O1 -++- 2'-,1H ',*3 ',% $0-,2 -$9!H 0!1!042'-,1H &-31!)!!.',%H ,
%3!121!04'!1L
Rooms Division Management
03'* .02 -$ &-2!* -.!02'-,1 5'2& 0!1.-,1''*'27 $-0 -4!01!!',% ** 1.!21 0!*2! 2- 2&!
-++- 2'-,, %3!121!04'!15'2&',&-2!*L
sales and marketing director
0!1.-,1'*!$-0!12*'1&',%1*!1, +0)!2',%2'4'2'!12&2+6'+'8!2&!&-2!*]10!4!,3!1
security team
0!1.-,1'*!$-0!,130',%2&!1$!27, 1!30'27-$%3!121, 2&!.0-.!027
Service recovery
-301 5&!, 312-+!0 1!04'! .0-$!11'-,* 2)!1 2'-, 2&2 0!13*21 ', 2&! 312-+!0 !',%
12'19! $2!01!04'!$'*30!&1-300! L
<@=f*-1107
Set-Up department
&!!4!,24!,3!12$$0!1.-,1'*!$-0!&', 2&!1!,!12'4'2'!1-$&, *',%2&!1!22',%3.-$
2&!!4!,21.!H',*3 ',%2*!1H01H12%!1H ,!:--01H!2L
special event
-,!Y2'+!-0',$0!/3!,21.!'90'23*H.0!1!,22'-,H.!0$-0+,!H-0!*!02'-,
Sport tourism
,72'4'27',5&'&.!-.*!0!2202! 2-.02'3*0*-2'-,2-22!, 1.-02Y0!*2! !4!,2
1!'2&!0G.02''.,2H1.!22-0H-04'1'2-02-1.-022202'-,1
Standalone or traditional casinos
1',-12&2$-31.0'+0'*7-,%+*',%2'4'2'!1
standard operating procedures
.0-! 30!1 !1'%,! 2- **-5 31',!11!1 2- 0!2! -,1'12!,7 ', 5-0):-51 , (-
.!0$-0+,!L
Table service
',4-*4!1 1!04!01 0!1.-,1'*! $-0 .0-4' ',%+!*1H+',2',',% %3!12 !6.!0'!,!1H , *!0',%
2*!122&!-,*31'-,-$+!*L
table turnover rate
&-5$0!/3!,2*72*!10!-3.'! , 230,! -4!0 30',%%'4!,.!0'-
tangible product
,'2!+2&2,!1!!,H2-3&! H212! H5-0,H-0 '1.*7!
Theme parks
+31!+!,2.0)12&20!3'*20-3, 1.!'92&!+!-0-,!.22&2',:3!,!12&!.0)]1
!1'%,H2202'-,1H, -4!0**2+-1.&!0!
Theme restaurants
',',%!12*'1&+!,212&20!2!3,'/3!, '++!01'4!!6.!0'!,!7!,2!0',%2&!'0 !-0H
+!,3H, -4!0**+',!0-3, 1.!'9-,!.2-02&!+!
tourism
1-'*H 3*230* , !-,-+' .&!,-+!,-, 5&'& !,2'*1 2&! +-4!+!,2 -$ .!-.*! 2-
*-1107f<@>
-3,20'!1 -0 .*!1 -321' ! 2&!'0 313* !,4'0-,+!,2 $-0 .!01-,* -0 31',!11Q.0-$!11'-,*
.30.-1!1L
Tourist
.!01-,5&-204!*12-, 1271',.*!1-321' !2&!'0313*!,4'0-,+!,2$-0*!'130!H31',!11H
-0-2&!0.30.-1!1$-0+-0!2&,=?&-30132313**7*!112&,7!0
travel
2&!2'4'27-$+-4',%!25!!, '$$!0!,2%!-%0.&'*-2'-,1$-0,7.30.-1!
Travel services
-+.0'1!1 40'-31 13..*'!01H 2-30'1+ .0- 321H !12',2'-, +0)!2',% -0%,'82'-,1H 2-30
-.!02-01H, 204!*%!,21H+-,%+,7-2&!012&213..-022&! !*'4!07-$%3!12!6.!0'!,!1
Traveler
0- 2!0+!,-+.11',%,7-,!5&-+-4!1$0-+-,!.*!2-,-2&!0H0!%0 *!11-$2&!
302'-,H.30.-1!H-0 '12,!-$2&!20'.
<@?f*-1107
