This reference book provides information needed by employees in hospitality services occupations. It includes 29 chapters that cover the following topics: the hospitality services industry; professional ethics; organization and management structures; safety practices and emergency procedures; technology; property maintenance and repair; purchasing equipment and supplies; security; marketing, public relations, and special promotions; legal considerations of the hospitality industry; hospitality services guests and customers; needs of guests and customers; techniques for complaint resolution and guest and customer service; front office procedures of hotel operations;departmental functions in hotel operations; equipment and supplies for housekeeping and laundry; housekeeping and laundry in hotel operations; time and energy management techniques for housekeeping and laundry; sanitation and disinfection techniques for housekeeping and laundry; entering and exiting cleaning areas; linen repair and maintenance; sources and functions of nutrients; nutrient retention; housekeeping procedures and sanitation standards; choice of food service equipment; management principles related to food production and services; quantity food production techniques; food presentation techniques; and food server techniques. Each chapter begins with an essential element and objectives to achieve. Within the text, italicized, bold-faced vocabulary terms are included with definitions or explanations. The content of each chapter is summarized in points to remember and vocabulary terms are repeated in a list of words to know. Technical terms and concepts are indexed, and review questions are provided. Answers to the review questions appear in a separate booklet. (KC)