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Foundations of Lodging Management

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ISBN-10: 0131700553

ISBN-13: 9780131700550

Edition: 2006

Authors: David K. Hayes, Jack D. Ninemeier

List price: $106.40
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Written in an easy-to-read, easy-to-understand, easy-to-remember style, Foundations of Lodging Management tells readers the basics about how the lodging industry and the hotels in that industry operate. KEY TOPICS: Included are chapters on the history and structure of the lodging industry as well as on the individual operating departments such as front office, sales and marketing, housekeeping and maintenance that are so vital to the success of a hotel. The book concludes with an extensive chapter detailing alternative ldquo;careersrdquo; in the lodging industry. MARKET: For hotel general managers, assistant general managers, controllers, front office managers, food and beverage directors,…    
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Book details

List price: $106.40
Copyright year: 2006
Publisher: Prentice Hall PTR
Publication date: 7/14/2005
Binding: Hardcover
Pages: 528
Size: 8.25" wide x 10.00" long x 1.00" tall
Weight: 2.486
Language: English

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