NANCY LOMAN SCANLON, PhD, has more than thirty years of experience in the hospitality industry and has worked in food and beverage management positions with the Hilton Hotels Corporation and Interstate Hotels, and as a training consultant for Marriott International and Sheraton Hotels. She is currently Dean of the Culinary Arts and Service Management Division of Paul Smith's College. She is also the author of Marketing by Menu, Third Edition; Restaurant Management; and Quality Restaurant Service Guaranteed, all published by Wiley.