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| Preface | |
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| Introduction to Lodging and Travel Industries | |
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| The Early Lodging Industry | |
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| United States Hotel Industry: 1900-2000 | |
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| Segments of the Lodging Industry | |
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| Measuring Hotel Performance | |
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| Travelers and the Travel Industry | |
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| Leisure Travelers | |
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| Business Travelers | |
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| Partners in the Lodging Industry | |
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| Transportation Services | |
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| Travel Agents | |
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| Tour Operators | |
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| Web Site Operators | |
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| Trade Associations | |
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| The Structure of the Lodging Industry | |
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| Hotel Owners | |
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| Investors | |
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| Owner/Operators | |
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| Management Companies | |
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| The Role and Structure of Management Companies | |
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| Management Contracts | |
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| Management Company Advantages and Disadvantages | |
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| Franchising and the Lodging Industry | |
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| Hotel Franchisors | |
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| Hotel Franchisees | |
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| Franchise Agreements | |
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| Ownership and Management Alternatives | |
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| Ownership and Operational Challenges | |
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| Service and Hotel Management | |
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| Quality Impacts Service | |
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| Service Concerns | |
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| Service Expectations | |
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| Ingredients in a Quality Service System | |
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| Consider the Guests Being Served | |
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| Determine What the Guests Desire | |
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| Develop Procedures to Deliver What Guests Want | |
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| Train and Empower Staff | |
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| Implement Revised Systems | |
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| Evaluate and Modify Service Delivery Systems | |
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| Service and "Moments of Truth" | |
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| Service Delivery by Employees | |
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| Management Tactics for Effective Guest Service | |
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| Recruit and Select Service-Minded Staff | |
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| Provide Effective Orientation and Training | |
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| Supervise with a Service Emphasis | |
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| Empower Staff with Service Authority | |
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| Emphasize Continuous Quality Improvement | |
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| Lodging Property Staff Are Service Professionals | |
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| Benchmark Against the Best: The Ritz-Carlton Hotel Company | |
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| The Management of Lodging | |
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| The Role of Managers | |
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| Management Functions | |
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| Management Principles | |
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| Management Science and Art | |
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| Hotel Management Structure | |
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| Larger Hotels | |
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| Smaller Hotels | |
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| The Role of the Hotel General Manager | |
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| Owner Relations | |
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| Staff Development | |
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| Property Management | |
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| Brand Affiliation Management | |
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| Community Relations | |
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| The Role of the General Manager's Supervisor | |
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| Owner/Investor Supervision | |
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| Management Company Supervision | |
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| Brand Supervision | |
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| The Hotel Team: Supervisors and Entry-Level Staff | |
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| Importance of Teamwork | |
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| Role of Supervisors | |
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| Responsibilities | |
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| Leadership Styles | |
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| Special Supervisory Concerns | |
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| Communication | |
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| Motivation | |
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| Training | |
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| Coaching | |
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| Effective Working Relationships | |
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| Performance Appraisal Systems | |
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| Employee Discipline | |
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| Role of Entry-Level Employees | |
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| Responsibilities | |
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| Retention | |
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| Career Tracks | |
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| The Human Resources Department | |
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| Importance of Human Resources Department | |
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| Background | |
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| Human Resources Priorities | |
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| Human Resources Activities | |
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| Recruitment | |
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| Selection | |
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| Orientation | |
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| Training | |
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| Compensation | |
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| Importance of Compensation | |
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| Fringe Benefits | |
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| Legal Aspects of Human Resources | |
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| Employee Selection | |
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| Employer-Employee Relationships | |
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| Other Workplace Laws | |
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| Employee Safety and Health | |
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| Diversity and Lodging Industry | |
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| Human Resources Challenges | |
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| The Front Office Department | |
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| Front Office Responsibilities | |
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| PMS Management | |
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| Guest Services | |
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| Accounting and Data Management | |
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| Forecasting Demand | |
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| The Effect of Demand on ADR | |
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| Estimating Demand | |
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| Use of the PMS in Forecasting Demand | |
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| Establishing Room Rates | |
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| Yield Management | |
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| Transient Rates | |
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| Group Rates | |
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| Reservations | |
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| Hotel Direct Inquiry | |
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| Central Reservation System | |
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| Internet Booking Sites | |
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| Reception and Guest Service | |
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| Pre-arrival | |
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| Arrival and Stay | |
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| Departure | |
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| Guest Accounting | |
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| Data Management | |
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| Night Audit | |
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| The Sales and Marketing Department | |
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| The Importance of Sales and Marketing | |
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| Sales and Marketing Activities | |
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| On-Property Activities | |
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| Off-Property Activities | |
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| Hotel Markets | |
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| Transient Travelers | |
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| Group Travelers | |
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| Sales and Marketing Tools | |
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| In-Person Sales Calls | |
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| Print and Direct Mail | |
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| Telephone | |
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| E-mail | |
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| Web Sites | |
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| Client-Appreciation Activities | |
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| Evaluation of Sales and Marketing Efforts | |
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| Performance to Sales and Marketing Plan | |
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| STAR Report | |
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| The Accounting Department | |
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| On-Property Hotel Accounting | |
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| Centralized Accounting Systems | |
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| Decentralized Accounting Systems | |
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| Budgeting | |
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| Long-Range Budgets | |
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| Annual Budgets | |
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| Monthly Budgets | |
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| Income Control | |
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| Operational Controls | |
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| Cash Control | |
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| Allowances and Adjustments | |
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| Accounts Receivable Control | |
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| Expense Control | |
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| Purchasing and Receiving | |
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| Accounts Payable | |
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| Financial Reporting | |
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| The Income Statement | |
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| Balance Sheet | |
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| The Statement of Cash Flows | |
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| The Housekeeping Department | |
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| The Role of Housekeeping | |
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| Areas of Responsibility | |
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| Interactions | |
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| Managing Housekeeping | |
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| Staffing | |
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| Managing Lost and Found | |
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| Safety Training | |
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| Cleaning Responsibilities | |
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| Employee Scheduling | |
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| Guest Room Cleaning | |
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| Laundry Operations | |
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| Laundry Processing | |
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| Guest-Operated Laundry | |
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| "Green" Hotels | |
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| The Maintenance Department | |
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| The Role of Maintenance | |
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| Areas of Responsibility | |
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| Interactions | |
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| Managing Maintenance | |
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| Staffing | |
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| Routine Maintenance | |
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| Preventive Maintenance | |
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| Emergency Maintenance | |
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| Managing Utilities | |
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| Electricity | |
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| Natural Gas | |
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| Water | |
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| Managing Waste | |
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| Food Service and Meeting Management in Limited-Service Settings | |
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| Range of Food Services | |
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| Breakfast Alternatives | |
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| Other Food Services | |
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| Management of Lobby Food Services | |
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| Menu Planning | |
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| Purchasing | |
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| Receiving and Storing | |
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| Setting Up Breakfast Service | |
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| Maintaining Breakfast Service | |
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| Cleaning Up | |
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| Guests and Lobby Food Services | |
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| Managing Meetings | |
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| Small Meetings Business | |
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| Meeting Procedures | |
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| Meeting Food Services | |
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| Food and Beverage Operations: Full-Service Hotels | |
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| Food and Beverage Guests | |
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| Organization of Hotel Food and Beverage Operations | |
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| Small Hotels | |
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| Large Hotels | |
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| Menu Planning | |
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| Guest Concerns | |
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| Operating Concerns | |
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| Food Service Control Points | |
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| Purchasing | |
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| Receiving, Storing, and Issuing | |
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| Serving and Service | |
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| A La Carte Dining | |
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| Getting Ready for Service | |
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| Service Procedures | |
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| Room Service | |
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| Profitability | |
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| Menu Planning | |
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| Operating Issues | |
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| In-Room Service | |
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| Banquet Operations | |
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| Profitability | |
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| Menu Planning | |
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| Banquet Event Orders and Contracts | |
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| Other Banquet Concerns | |
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| Safety and Security | |
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| The Importance of Safety | |
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| Legal Liability for Guest and Employee Safety | |
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| Hotel Responsibility for Guest Safety | |
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| Safety Resources | |
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| Internal Resources | |
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| External Resources | |
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| Special Safety-Related Threats | |
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| Swimming Pools | |
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| Spas | |
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| Exercise Facilities | |
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| Parking Areas | |
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| Protecting Property from Security Threats | |
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| Internal Threats | |
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| External Threats | |
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| Area-Specific Threats | |
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| Hotel Crisis-Management Plans | |
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| Careers in the Lodging Industry | |
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| Planning Precedes Career Decisions | |
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| Career-Planning Steps | |
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| Assess Personal Interests | |
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| Lodging Industry Career Alternatives | |
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| Independent Hotel or Multi-Unit Organization? | |
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| Large or Small Hotel Company? | |
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| Franchisor or Operating Company? | |
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| Profit or Non-Profit? | |
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| Obtaining the First Professional Position | |
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| Collecting Information | |
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| Important Concerns: Prospective Employers | |
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| Important Concerns: Prospective Employees | |
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| Success in the First Professional Position | |
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| Success Tactics | |
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| First Days at Work | |
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| Ongoing Professional Development | |
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| Entrepreneur or Intrapreneur? | |
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| Definitions | |
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| Why Hotels Fail | |
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| Tactics of Successful Intrapreneurs | |
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| Domestic and Global Hotel Positions | |
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| Working in Another Country | |
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| Success Factors in Global Assignments | |
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| Glossary | |
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| Index | |