Hotel Management and Operations helps readers develop the wide-ranging knowledge and analytical skills they need to succeed in today's burgeoning and dynamic hotel industry.

Features:

• Presents new readings on security and human resources
• Covers all hotel departments, from front office to finance, marketing to housekeeping
• Links advanced theory with real-world problems and solutions
• Features "As I See It" and "Day in the Life" commentary from young managers

Contents

Overview

• The Hotel Development Process
• How Well Does the Branded Distribution Company Allow Independent Hotels to Compete with the Chains
• The Art and Science of Opening a Hotel
• On-line Pricing: An Analysis of Hotel-company Practices
• Customer Relationship Management-A Driver for Change in the Structure of the U.S. Lodging Industry
• Spas and the Lodging Industry

Organization

• Organizational Design
• As I See It: Hotel Organization Structure

General Managers: A View at the Top

• A Conceptual Framework of the Hotel General Manager's Job
• Grooming Future Hospitality Leaders: A Competencies Model
• As I See It: What I Do
• A Day in the Life of a Hilton Hotel General Manager
• A Day in the General Manager's Life
• Mini Case: Sunset Hotels & Suites

Operations: Rooms

• The Electrifying Job of the Front Office Manager
• A Day in the Life of the Front Office Manager
• Yield Management: Choosing the Most Profitable Reservations
• Concierge (cone-see-air-j)
• As I See It: Management of the Front Office
• Mini Case: The New FOM.
• To Change or Not To Change: A Case Study at the Front Desk

Operations: Housekeeping, Engineering, and Security

• A Day in the Life of a Director of Rooms
• Housekeeping Organizations: Their History, Purpose, Structures, and Personnel
• On Being an Executive Housekeeper
• The Hotel Engineering Function: Organization, People, and Issues in the Modern Era
• The Engineering Department and Financial Information
• The Legal Environment of Lodging Operations
• Asphalt Jungle
• Workplace Violence in Hotels
• Case Study: Housekeeping, Engineering and Security

Food and Beverage Division

• Managing Food and Beverage Operations in Lodging Organizations
• As I See It: Hotel Director of Food and Beverage
• Best Practices in Food and Beverage Management
• Strategic Alliances Between Hotels and Restaurants
• Contemporary Hotel Catering
• A Day in the Life of an Executive Director of Catering Sales and Convention Services
• The Organization and Management of Hotel Beverage Operations
• Case Study: Crisis in the Food Court
• Case Study: Outside the Box in the Food and Beverage Division

Marketing and Associated Activities

• Building Market Leadership: Marketing as Process
• Consumer Decision Rules and Implications for Hotel Choice
• Hotel Pricing
• A Day in the Life of a Regional Revenue Manager
• Hotel Sales Organization and Operations

Financial Control and Information Management

• The LodgingChief Financial Executive
• Budgeting and Forecasting: Current Practice in the Lodging Industry
• As I See It: The Hotel Controller
• The Hotel Purchasing Function
• Data Mining for Hotel Firms: Use and Limitations

Human Resources Policy Management

• Driving Hospitality Into the Future
• The Causes and Consequences of Turnover in the Hospitality Industry
• Current Issues in Hospitality Employment Law
• The Strategic and Operational Roles of Human Resources-An Emerging Model

Index

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