HOTEL MANAGEMENT AND OPERATIONS, Fourth Edition......Page 3
CONTENTS......Page 7
PREFACE......Page 13
CONTRIBUTORS......Page 15
ACKNOWLEDGMENTS......Page 19
1.1 INTRODUCTION......Page 21
1.2 THE HOTEL DEVELOPMENT PROCESS......Page 25
1.3 HOW WELL DOES THE BRANDED DISTRIBUTION COMPANY ALLOW INDEPENDENT HOTELS TO COMPETE WITH THE CHAINS?......Page 34
1.4 THE ART AND SCIENCE OF OPENING A HOTEL......Page 41
1.5 ON-LINE PRICING: AN ANALYSIS OF HOTEL COMPANY PRACTICES......Page 46
1.6 CUSTOMER RELATIONSHIP MANAGEMENT— A DRIVER FOR CHANGE IN THE STRUCTURE OF THE U. S. LODGING INDUSTRY......Page 56
1.7 SPAS AND THE LODGING INDUSTRY......Page 70
2.1 INTRODUCTION......Page 89
2.2 ORGANIZATIONAL DESIGN......Page 93
2.3 AS I SEE IT: HOTEL ORGANIZATION STRUCTURE......Page 106
3.1 INTRODUCTION......Page 109
3.2 A CONCEPTUAL FRAMEWORK OF THE HOTEL GENERAL MANAGER’S JOB......Page 111
3.3 GROOMING FUTURE HOSPITALITY LEADERS: A COMPETENCIES MODEL......Page 121
3.4 AS I SEE IT: WHAT I DO......Page 131
3.5 A DAY IN THE LIFE OF A HILTON HOTEL GENERAL MANAGER......Page 133
3.6 A DAY IN THE GENERAL MANAGER’S LIFE......Page 135
3.7 MINI CASE: SUNSET HOTELS AND SUITES......Page 138
4.1 INTRODUCTION......Page 141
4.2 THE ELECTRIFYING JOB OF THE FRONT OFFICE MANAGER......Page 144
4.3 A DAY IN THE LIFE OF THE FRONT OFFICE MANAGER......Page 147
4.4 YIELD MANAGEMENT: CHOOSING THE MOST PROFITABLE RESERVATIONS......Page 151
4.5 CONCIERGE (CONE-SEE-AIR-J)......Page 163
4.6 AS I SEE IT: MANAGEMENT OF THE FRONT OFFICE......Page 169
4.7 MINI CASE: THE NEW FOM......Page 181
4.8 TO CHANGE OR NOT TO CHANGE: A CASE STUDY AT THE FRONT DESK......Page 182
5.1 INTRODUCTION......Page 187
5.2 A DAY IN THE LIFE OF A DIRECTOR OF ROOMS......Page 193
5.3 HOUSEKEEPING ORGANIZATIONS: THEIR HISTORY, PURPOSE, STRUCTURES, AND PERSONNEL......Page 195
5.4 ON BEING AN EXECUTIVE HOUSEKEEPER......Page 208
5.5 THE HOTEL ENGINEERING FUNCTION: ORGANIZATION, PEOPLE, AND ISSUES IN THE MODERN ERA......Page 211
5.6 THE ENGINEERING DEPARTMENT AND FINANCIAL INFORMATION......Page 219
5.7 THE LEGAL ENVIRONMENT OF LODGING OPERATIONS......Page 225
5.8 ASPHALT JUNGLE......Page 237
5.9 WORKPLACE VIOLENCE IN HOTELS......Page 247
5.10 CASE STUDY: HOUSEKEEPING, ENGINEERING, AND SECURITY......Page 250
6.1 INTRODUCTION......Page 255
6.2 MANAGING FOOD AND BEVERAGE OPERATIONS IN LODGING ORGANIZATIONS......Page 259
6.3 AS I SEE IT: HOTEL DIRECTOR OF FOOD AND BEVERAGE......Page 271
6.4 BEST PRACTICES IN FOOD AND BEVERAGE MANAGEMENT......Page 273
6.5 STRATEGIC ALLIANCES BETWEEN HOTELS AND RESTAURANTS......Page 285
6.6 CONTEMPORARY HOTEL CATERING......Page 302
6.7 A DAY IN THE LIFE OF AN EXECUTIVE DIRECTOR OF CATERING SALES AND CONVENTION SERVICES......Page 307
6.8 THE ORGANIZATION AND MANAGEMENT OF HOTEL BEVERAGE OPERATIONS......Page 311
6.9 CASE STUDY: CRISIS IN THE FOOD COURT......Page 318
6.10 CASE STUDY: OUTSIDE THE BOX IN THE FOOD AND BEVERAGE DIVISION......Page 319
7.1 INTRODUCTION......Page 323
7.2 BUILDING MARKET LEADERSHIP: MARKETING AS PROCESS......Page 325
7.3 CONSUMER DECISION RULES AND IMPLICATIONS FOR HOTEL CHOICE......Page 341
7.4 HOTEL PRICING......Page 354
7.5 A DAY IN THE LIFE OF A REGIONAL REVENUE MANAGER......Page 365
7.6 HOTEL SALES ORGANIZATION AND OPERATIONS......Page 368
7.7 PUTTING THE PUBLIC IN PUBLIC RELATIONS: THE CASE OF THE SEATTLE SHERATON HOTEL AND TOWERS......Page 373
7.8 MINI CASE: REVAMPING THE MARKETING RESEARCH DEPARTMENT......Page 380
8.1 INTRODUCTION......Page 385
8.2 THE LODGING CHIEF FINANCIAL EXECUTIVE......Page 388
8.3 BUDGETING AND FORECASTING: CURRENT PRACTICE IN THE LODGING INDUSTRY......Page 397
8.4 AS I SEE IT: THE HOTEL CONTROLLER......Page 407
8.5 THE HOTEL PURCHASING FUNCTION......Page 411
8.6 DATA MINING FOR HOTEL FIRMS: USE AND LIMITATIONS......Page 419
9.1 INTRODUCTION......Page 435
9.2 DRIVING HOSPITALITY INTO THE FUTURE1......Page 437
9.3 THE CAUSES AND CONSEQUENCES OF TURNOVER IN THE HOSPITALITY INDUSTRY......Page 449
9.4 CURRENT ISSUES IN HOSPITALITY EMPLOYMENT LAW......Page 456
9.5 THE STRATEGIC AND OPERATIONAL ROLES OF HUMAN RESOURCES—AN EMERGING MODEL......Page 466
INDEX......Page 481
