Hotel and Lodging Management
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Hotel and Lodging Management
An Introduction
Stutts, Alan T.; Wortman, James F.
John Wiley & Sons Inc
04/2005
368
Dura
Inglês
9780471474470
15 a 20 dias
778
Descrição não disponível.
Preface xiii
Introduction xv
Chapter 1 Growth and Development of the Lodging Industry 1
Travel and Tourism 2
The History of Lodging 4
Growth and Development 4
Box 1-1 Kemmons Wilson's Holiday Inn 5
Innovations in Lodging Management 6
Lodging Industry Classification 7
Quality of Facilities and Services 7
Target Market 9
Comparative Statistics 11
Types of Service Provided 11
Summary 18
Review Questions 19
Activities 19
References 20
Appendix 1-1 AAA Lodging Classifications 21
Chapter 2 Organizational Structure 27
Overview of Organizational Design 28
Job Specialization 28
The Organization of a Lodging Establishment 29
Rooms Department 30
Food and Beverage Department 33
Marketing and Sales Department 35
Human Resources Department 35
Accounting Department 35
General Manager 36
Resident Manager 37
Patterns of Authority 37
Span of Control 39
The Pros and Cons of Functional Organization Design 41
Meetings and Committees 42
Box 2-1 Conrad N. Hilton 44
The Future Organization of Hotels 45
The Hotel Staffing System 47
Career Paths and Opportunities 49
Summary 50
Review Questions 51
Activities 52
References 52
Chapter 3 The Front Office 53
Organization 54
Reservations 56
Reservations Department Staff 56
Future Room Availability 57
Reservation Sources 58
Other Reservation Sources 60
Convention or Group Reservations 60
Guaranteed Reservations 60
Box 3-1 J. Willard Marriott 61
Reservation Processing 62
Reservation Revisions 63
Registration 63
Registration Department Staff 65
Arrivals 67
Group Arrivals 69
Overbooking 71
Guest Services 72
Guest Services Staff 72
Telecommunications 74
Night Audit 75
Checkout 77
Settlement 77
Room Status Change 78
Preparation of Guest History 78
Guest Relations 78
Summary 80
Review Questions 81
Activities 81
References 82
Appendix 3-1 Projecting Hotel Occupancy, Establishing Room Rates, and REVPAR 83
Chapter 4 Housekeeping 87
Housekeeping Staff 88
Executive Housekeeper 88
Box 4-1 Curtis Leroy Carlson 89
Assistant Housekeeper 91
Inspector 92
House Staff 92
Laundry Supervisor 92
Guest Room Attendants 93
Runner 93
Linen Room Supervisor and Attendants 93
Scheduling 93
Turnover 95
Guest Room Cleaning 96
Public Area Cleaning 99
Inventory and Control 99
Employee Safety 105
Responsibility, Reputation, and Quality of Service 107
Economics 107
Accident Prevention 107
Summary 109
Review Questions 109
Activities 110
References 110
Appendix 4-1 Sample Housekeeping Routines 111
Chapter 5 The Marketing and Sales Department 117
The Sales Staff 118
Characteristics of a Successful Sales Department 119
The Telephone Survey 121
The Sales Call 122
Convention Bookings 123
Confirmation Letter 124
Booking Follow-Up 125
The Weekly Report 125
Cancellations 126
The Monthly Forecast 126
Convention Instruction Memos 127
Marketing Functions 127
Box 5-1 Eric M. Hilton 128
Advertising 129
Brochures and Collateral Materials 129
Database Mailings 129
Packages 130
Promotions 130
Public Relations 131
Rate Management and Pricing 132
Summary 133
Review Questions 133
Activities 134
Chapter 6 Human Resource Management 135
What It Is and What It Is About 136
Environment 137
Legal Environment 137
Laws Against Discrimination 137
Affirmative Action 140
Laws Relating to Insurance Programs 142
Laws Relating to Pay 143
Laws Relating to Permission to Work 143
Company Environment 145
Work Environment 145
Work and People 145
Analysis of Work 146
Job Descriptions 146
Recruiting and Selecting Employees 149
Matching and Training 152
Motivating and Paying 154
Relationships 156
Employee Relations 156
Labor Relations 158
Other Issues 159
Workplace Diversity 159
Globalization of the Industry 159
Alternative Forms of Employment 160
Computers, Technology, Change 160
Summary 160
Review Questions 161
Activities 162
References 162
Chapter 7 Hotel Food and Beverage 163
Introduction to Hotel Food and Beverage 164
Fun and Excitement 164
Opportunity for Growth 164
Challenge 164
Box 7-1 Lord Charles Forte 165
Dynamic 165
Creative 166
Teamwork 167
The Operational Areas of the Food and Beverage Department 167
Hotel Restaurants 167
Hotel Room Service 170
Hotel Bars and Beverage 171
Hotel Banquet and Catering Department 173
Hotel Food Production 175
The Management of Hotel Food and Beverage 177
Food Production Management 177
Restaurant Management 182
Beverage Management 184
Catering Management 184
The Director of Food and Beverage 186
Summary 186
Review Questions 187
Activities 187
Chapter 8 Loss Prevention and Security 189
Loss Prevention 190
Guest Room Safety 190
Safety in Public Areas 192
Safety in Banquet Areas 192
Swimming Pool Safety 192
Loss Prevention Committee 193
Hotel Inspection 195
Accident Investigation 195
The Security Department 197
Director of Security 197
Security Planning 198
Box 8-1 Gerard Ferdinand Pelisson and Paul Jean-Marie Dubrule 200
Emergency Plans 201
Summary 202
Review Questions 203
Activities 203
References 203
Appendix 8-1 Hotel Security Audit 205
Chapter 9 The General Manager 217
Operational Control, Organizational Development, and Business Maintenance 218
Box 9-1 Ellsworth Statler 219
Total Quality Management 221
The Importance of Communication 223
The Development of a Performance Culture 226
Summary 228
Review Questions 229
Activities 229
References 229
Appendix 9-1 A Day in the Life of a General Manager 231
Chapter 10 Yield Management 235
Introduction 236
Fundamentals 239
Market Segmentation 239
Demand and Booking Patterns 239
Pricing Knowledge 240
Integrated Information 240
Responsibility 240
Mathematics of Yield Management 241
Ways to Achieve Yield Management 241
Rate Controls 241
Box 10-1 Stephen F. Bollenbach 242
Allocation Controls 243
Availability Controls 243
Summary 243
Review Questions 244
Activities 244
References 245
Chapter 11 Management Contracts and Franchise Agreements 247
Management Contracts 248
Advantages of the Management Contract 249
Disadvantages of the Management Contract 249
Types of Management Company 249
Selection of a Management Company 250
Management Contract Fees 252
Other Agreements Included in the Management Contract 252
Focus in the New Century 254
Franchise Agreements 255
Franchise Operating Procedures 257
Franchise Technical Assistance 257
Marketing a Franchise 258
Box 11-1 Howard Johnson 259
Advantages of a Franchise 260
Disadvantages of a Franchise 260
Franchise Fees 261
Franchise Financing 262
Other Stipulations of the Franchise Agreement 263
Franchise Selection 264
Summary 265
Review Questions 266
Activities 267
References 267
Appendix 11-1 Sample Draft of a Franchise Agreement 269
Chapter 12 Time-Share and Vacation Ownership 285
History of the Time-Share Industry 287
Resort Sales and Financing 289
Target Market 289
Sales 289
Box 12-1 J.W. Marriott Jr. 290
Financing 292
Resort Amenities and Fees 294
Amenities 294
Fees 294
Management of a Vacation Resort 295
Rules and Regulations of Vacation Ownership 296
Summary 298
Review Questions 299
Activities 299
References 299
Chapter 13 Resorts, Themed Lodging, and Special Lodging Environments 301
Recreation and Leisure Activities 302
Leisure and Recreation Customers 302
Leisure Activities 303
Activity-Based Lodging 304
Themed Lodging 305
History-Themed Lodging 306
Eco-tourism 306
Casino Resorts 307
Box 13-1 Barron Hilton 310
Cultural Lodging Opportunities 313
Leisure-Only Facilities 313
Senior Living 314
Unique Facilities 314
Other Types of Nontraditional Lodging 316
Summary 318
Review Questions 318
Activities 319
References 319
Glossary 321
Index 331
Introduction xv
Chapter 1 Growth and Development of the Lodging Industry 1
Travel and Tourism 2
The History of Lodging 4
Growth and Development 4
Box 1-1 Kemmons Wilson's Holiday Inn 5
Innovations in Lodging Management 6
Lodging Industry Classification 7
Quality of Facilities and Services 7
Target Market 9
Comparative Statistics 11
Types of Service Provided 11
Summary 18
Review Questions 19
Activities 19
References 20
Appendix 1-1 AAA Lodging Classifications 21
Chapter 2 Organizational Structure 27
Overview of Organizational Design 28
Job Specialization 28
The Organization of a Lodging Establishment 29
Rooms Department 30
Food and Beverage Department 33
Marketing and Sales Department 35
Human Resources Department 35
Accounting Department 35
General Manager 36
Resident Manager 37
Patterns of Authority 37
Span of Control 39
The Pros and Cons of Functional Organization Design 41
Meetings and Committees 42
Box 2-1 Conrad N. Hilton 44
The Future Organization of Hotels 45
The Hotel Staffing System 47
Career Paths and Opportunities 49
Summary 50
Review Questions 51
Activities 52
References 52
Chapter 3 The Front Office 53
Organization 54
Reservations 56
Reservations Department Staff 56
Future Room Availability 57
Reservation Sources 58
Other Reservation Sources 60
Convention or Group Reservations 60
Guaranteed Reservations 60
Box 3-1 J. Willard Marriott 61
Reservation Processing 62
Reservation Revisions 63
Registration 63
Registration Department Staff 65
Arrivals 67
Group Arrivals 69
Overbooking 71
Guest Services 72
Guest Services Staff 72
Telecommunications 74
Night Audit 75
Checkout 77
Settlement 77
Room Status Change 78
Preparation of Guest History 78
Guest Relations 78
Summary 80
Review Questions 81
Activities 81
References 82
Appendix 3-1 Projecting Hotel Occupancy, Establishing Room Rates, and REVPAR 83
Chapter 4 Housekeeping 87
Housekeeping Staff 88
Executive Housekeeper 88
Box 4-1 Curtis Leroy Carlson 89
Assistant Housekeeper 91
Inspector 92
House Staff 92
Laundry Supervisor 92
Guest Room Attendants 93
Runner 93
Linen Room Supervisor and Attendants 93
Scheduling 93
Turnover 95
Guest Room Cleaning 96
Public Area Cleaning 99
Inventory and Control 99
Employee Safety 105
Responsibility, Reputation, and Quality of Service 107
Economics 107
Accident Prevention 107
Summary 109
Review Questions 109
Activities 110
References 110
Appendix 4-1 Sample Housekeeping Routines 111
Chapter 5 The Marketing and Sales Department 117
The Sales Staff 118
Characteristics of a Successful Sales Department 119
The Telephone Survey 121
The Sales Call 122
Convention Bookings 123
Confirmation Letter 124
Booking Follow-Up 125
The Weekly Report 125
Cancellations 126
The Monthly Forecast 126
Convention Instruction Memos 127
Marketing Functions 127
Box 5-1 Eric M. Hilton 128
Advertising 129
Brochures and Collateral Materials 129
Database Mailings 129
Packages 130
Promotions 130
Public Relations 131
Rate Management and Pricing 132
Summary 133
Review Questions 133
Activities 134
Chapter 6 Human Resource Management 135
What It Is and What It Is About 136
Environment 137
Legal Environment 137
Laws Against Discrimination 137
Affirmative Action 140
Laws Relating to Insurance Programs 142
Laws Relating to Pay 143
Laws Relating to Permission to Work 143
Company Environment 145
Work Environment 145
Work and People 145
Analysis of Work 146
Job Descriptions 146
Recruiting and Selecting Employees 149
Matching and Training 152
Motivating and Paying 154
Relationships 156
Employee Relations 156
Labor Relations 158
Other Issues 159
Workplace Diversity 159
Globalization of the Industry 159
Alternative Forms of Employment 160
Computers, Technology, Change 160
Summary 160
Review Questions 161
Activities 162
References 162
Chapter 7 Hotel Food and Beverage 163
Introduction to Hotel Food and Beverage 164
Fun and Excitement 164
Opportunity for Growth 164
Challenge 164
Box 7-1 Lord Charles Forte 165
Dynamic 165
Creative 166
Teamwork 167
The Operational Areas of the Food and Beverage Department 167
Hotel Restaurants 167
Hotel Room Service 170
Hotel Bars and Beverage 171
Hotel Banquet and Catering Department 173
Hotel Food Production 175
The Management of Hotel Food and Beverage 177
Food Production Management 177
Restaurant Management 182
Beverage Management 184
Catering Management 184
The Director of Food and Beverage 186
Summary 186
Review Questions 187
Activities 187
Chapter 8 Loss Prevention and Security 189
Loss Prevention 190
Guest Room Safety 190
Safety in Public Areas 192
Safety in Banquet Areas 192
Swimming Pool Safety 192
Loss Prevention Committee 193
Hotel Inspection 195
Accident Investigation 195
The Security Department 197
Director of Security 197
Security Planning 198
Box 8-1 Gerard Ferdinand Pelisson and Paul Jean-Marie Dubrule 200
Emergency Plans 201
Summary 202
Review Questions 203
Activities 203
References 203
Appendix 8-1 Hotel Security Audit 205
Chapter 9 The General Manager 217
Operational Control, Organizational Development, and Business Maintenance 218
Box 9-1 Ellsworth Statler 219
Total Quality Management 221
The Importance of Communication 223
The Development of a Performance Culture 226
Summary 228
Review Questions 229
Activities 229
References 229
Appendix 9-1 A Day in the Life of a General Manager 231
Chapter 10 Yield Management 235
Introduction 236
Fundamentals 239
Market Segmentation 239
Demand and Booking Patterns 239
Pricing Knowledge 240
Integrated Information 240
Responsibility 240
Mathematics of Yield Management 241
Ways to Achieve Yield Management 241
Rate Controls 241
Box 10-1 Stephen F. Bollenbach 242
Allocation Controls 243
Availability Controls 243
Summary 243
Review Questions 244
Activities 244
References 245
Chapter 11 Management Contracts and Franchise Agreements 247
Management Contracts 248
Advantages of the Management Contract 249
Disadvantages of the Management Contract 249
Types of Management Company 249
Selection of a Management Company 250
Management Contract Fees 252
Other Agreements Included in the Management Contract 252
Focus in the New Century 254
Franchise Agreements 255
Franchise Operating Procedures 257
Franchise Technical Assistance 257
Marketing a Franchise 258
Box 11-1 Howard Johnson 259
Advantages of a Franchise 260
Disadvantages of a Franchise 260
Franchise Fees 261
Franchise Financing 262
Other Stipulations of the Franchise Agreement 263
Franchise Selection 264
Summary 265
Review Questions 266
Activities 267
References 267
Appendix 11-1 Sample Draft of a Franchise Agreement 269
Chapter 12 Time-Share and Vacation Ownership 285
History of the Time-Share Industry 287
Resort Sales and Financing 289
Target Market 289
Sales 289
Box 12-1 J.W. Marriott Jr. 290
Financing 292
Resort Amenities and Fees 294
Amenities 294
Fees 294
Management of a Vacation Resort 295
Rules and Regulations of Vacation Ownership 296
Summary 298
Review Questions 299
Activities 299
References 299
Chapter 13 Resorts, Themed Lodging, and Special Lodging Environments 301
Recreation and Leisure Activities 302
Leisure and Recreation Customers 302
Leisure Activities 303
Activity-Based Lodging 304
Themed Lodging 305
History-Themed Lodging 306
Eco-tourism 306
Casino Resorts 307
Box 13-1 Barron Hilton 310
Cultural Lodging Opportunities 313
Leisure-Only Facilities 313
Senior Living 314
Unique Facilities 314
Other Types of Nontraditional Lodging 316
Summary 318
Review Questions 318
Activities 319
References 319
Glossary 321
Index 331
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
succeed in hotel management; succeed in lodging management; hotel and lodging industry; foundation in hotel and lodging; careers in hotel industry; management careers in lodging establishments; understand hotel departments; overview of hotel departments; comprehensive hotel management resource; lodging management resource; hotel organizational structure; lodging organizational structure; interdependence among hotel departments; lodging departmental interactions
Preface xiii
Introduction xv
Chapter 1 Growth and Development of the Lodging Industry 1
Travel and Tourism 2
The History of Lodging 4
Growth and Development 4
Box 1-1 Kemmons Wilson's Holiday Inn 5
Innovations in Lodging Management 6
Lodging Industry Classification 7
Quality of Facilities and Services 7
Target Market 9
Comparative Statistics 11
Types of Service Provided 11
Summary 18
Review Questions 19
Activities 19
References 20
Appendix 1-1 AAA Lodging Classifications 21
Chapter 2 Organizational Structure 27
Overview of Organizational Design 28
Job Specialization 28
The Organization of a Lodging Establishment 29
Rooms Department 30
Food and Beverage Department 33
Marketing and Sales Department 35
Human Resources Department 35
Accounting Department 35
General Manager 36
Resident Manager 37
Patterns of Authority 37
Span of Control 39
The Pros and Cons of Functional Organization Design 41
Meetings and Committees 42
Box 2-1 Conrad N. Hilton 44
The Future Organization of Hotels 45
The Hotel Staffing System 47
Career Paths and Opportunities 49
Summary 50
Review Questions 51
Activities 52
References 52
Chapter 3 The Front Office 53
Organization 54
Reservations 56
Reservations Department Staff 56
Future Room Availability 57
Reservation Sources 58
Other Reservation Sources 60
Convention or Group Reservations 60
Guaranteed Reservations 60
Box 3-1 J. Willard Marriott 61
Reservation Processing 62
Reservation Revisions 63
Registration 63
Registration Department Staff 65
Arrivals 67
Group Arrivals 69
Overbooking 71
Guest Services 72
Guest Services Staff 72
Telecommunications 74
Night Audit 75
Checkout 77
Settlement 77
Room Status Change 78
Preparation of Guest History 78
Guest Relations 78
Summary 80
Review Questions 81
Activities 81
References 82
Appendix 3-1 Projecting Hotel Occupancy, Establishing Room Rates, and REVPAR 83
Chapter 4 Housekeeping 87
Housekeeping Staff 88
Executive Housekeeper 88
Box 4-1 Curtis Leroy Carlson 89
Assistant Housekeeper 91
Inspector 92
House Staff 92
Laundry Supervisor 92
Guest Room Attendants 93
Runner 93
Linen Room Supervisor and Attendants 93
Scheduling 93
Turnover 95
Guest Room Cleaning 96
Public Area Cleaning 99
Inventory and Control 99
Employee Safety 105
Responsibility, Reputation, and Quality of Service 107
Economics 107
Accident Prevention 107
Summary 109
Review Questions 109
Activities 110
References 110
Appendix 4-1 Sample Housekeeping Routines 111
Chapter 5 The Marketing and Sales Department 117
The Sales Staff 118
Characteristics of a Successful Sales Department 119
The Telephone Survey 121
The Sales Call 122
Convention Bookings 123
Confirmation Letter 124
Booking Follow-Up 125
The Weekly Report 125
Cancellations 126
The Monthly Forecast 126
Convention Instruction Memos 127
Marketing Functions 127
Box 5-1 Eric M. Hilton 128
Advertising 129
Brochures and Collateral Materials 129
Database Mailings 129
Packages 130
Promotions 130
Public Relations 131
Rate Management and Pricing 132
Summary 133
Review Questions 133
Activities 134
Chapter 6 Human Resource Management 135
What It Is and What It Is About 136
Environment 137
Legal Environment 137
Laws Against Discrimination 137
Affirmative Action 140
Laws Relating to Insurance Programs 142
Laws Relating to Pay 143
Laws Relating to Permission to Work 143
Company Environment 145
Work Environment 145
Work and People 145
Analysis of Work 146
Job Descriptions 146
Recruiting and Selecting Employees 149
Matching and Training 152
Motivating and Paying 154
Relationships 156
Employee Relations 156
Labor Relations 158
Other Issues 159
Workplace Diversity 159
Globalization of the Industry 159
Alternative Forms of Employment 160
Computers, Technology, Change 160
Summary 160
Review Questions 161
Activities 162
References 162
Chapter 7 Hotel Food and Beverage 163
Introduction to Hotel Food and Beverage 164
Fun and Excitement 164
Opportunity for Growth 164
Challenge 164
Box 7-1 Lord Charles Forte 165
Dynamic 165
Creative 166
Teamwork 167
The Operational Areas of the Food and Beverage Department 167
Hotel Restaurants 167
Hotel Room Service 170
Hotel Bars and Beverage 171
Hotel Banquet and Catering Department 173
Hotel Food Production 175
The Management of Hotel Food and Beverage 177
Food Production Management 177
Restaurant Management 182
Beverage Management 184
Catering Management 184
The Director of Food and Beverage 186
Summary 186
Review Questions 187
Activities 187
Chapter 8 Loss Prevention and Security 189
Loss Prevention 190
Guest Room Safety 190
Safety in Public Areas 192
Safety in Banquet Areas 192
Swimming Pool Safety 192
Loss Prevention Committee 193
Hotel Inspection 195
Accident Investigation 195
The Security Department 197
Director of Security 197
Security Planning 198
Box 8-1 Gerard Ferdinand Pelisson and Paul Jean-Marie Dubrule 200
Emergency Plans 201
Summary 202
Review Questions 203
Activities 203
References 203
Appendix 8-1 Hotel Security Audit 205
Chapter 9 The General Manager 217
Operational Control, Organizational Development, and Business Maintenance 218
Box 9-1 Ellsworth Statler 219
Total Quality Management 221
The Importance of Communication 223
The Development of a Performance Culture 226
Summary 228
Review Questions 229
Activities 229
References 229
Appendix 9-1 A Day in the Life of a General Manager 231
Chapter 10 Yield Management 235
Introduction 236
Fundamentals 239
Market Segmentation 239
Demand and Booking Patterns 239
Pricing Knowledge 240
Integrated Information 240
Responsibility 240
Mathematics of Yield Management 241
Ways to Achieve Yield Management 241
Rate Controls 241
Box 10-1 Stephen F. Bollenbach 242
Allocation Controls 243
Availability Controls 243
Summary 243
Review Questions 244
Activities 244
References 245
Chapter 11 Management Contracts and Franchise Agreements 247
Management Contracts 248
Advantages of the Management Contract 249
Disadvantages of the Management Contract 249
Types of Management Company 249
Selection of a Management Company 250
Management Contract Fees 252
Other Agreements Included in the Management Contract 252
Focus in the New Century 254
Franchise Agreements 255
Franchise Operating Procedures 257
Franchise Technical Assistance 257
Marketing a Franchise 258
Box 11-1 Howard Johnson 259
Advantages of a Franchise 260
Disadvantages of a Franchise 260
Franchise Fees 261
Franchise Financing 262
Other Stipulations of the Franchise Agreement 263
Franchise Selection 264
Summary 265
Review Questions 266
Activities 267
References 267
Appendix 11-1 Sample Draft of a Franchise Agreement 269
Chapter 12 Time-Share and Vacation Ownership 285
History of the Time-Share Industry 287
Resort Sales and Financing 289
Target Market 289
Sales 289
Box 12-1 J.W. Marriott Jr. 290
Financing 292
Resort Amenities and Fees 294
Amenities 294
Fees 294
Management of a Vacation Resort 295
Rules and Regulations of Vacation Ownership 296
Summary 298
Review Questions 299
Activities 299
References 299
Chapter 13 Resorts, Themed Lodging, and Special Lodging Environments 301
Recreation and Leisure Activities 302
Leisure and Recreation Customers 302
Leisure Activities 303
Activity-Based Lodging 304
Themed Lodging 305
History-Themed Lodging 306
Eco-tourism 306
Casino Resorts 307
Box 13-1 Barron Hilton 310
Cultural Lodging Opportunities 313
Leisure-Only Facilities 313
Senior Living 314
Unique Facilities 314
Other Types of Nontraditional Lodging 316
Summary 318
Review Questions 318
Activities 319
References 319
Glossary 321
Index 331
Introduction xv
Chapter 1 Growth and Development of the Lodging Industry 1
Travel and Tourism 2
The History of Lodging 4
Growth and Development 4
Box 1-1 Kemmons Wilson's Holiday Inn 5
Innovations in Lodging Management 6
Lodging Industry Classification 7
Quality of Facilities and Services 7
Target Market 9
Comparative Statistics 11
Types of Service Provided 11
Summary 18
Review Questions 19
Activities 19
References 20
Appendix 1-1 AAA Lodging Classifications 21
Chapter 2 Organizational Structure 27
Overview of Organizational Design 28
Job Specialization 28
The Organization of a Lodging Establishment 29
Rooms Department 30
Food and Beverage Department 33
Marketing and Sales Department 35
Human Resources Department 35
Accounting Department 35
General Manager 36
Resident Manager 37
Patterns of Authority 37
Span of Control 39
The Pros and Cons of Functional Organization Design 41
Meetings and Committees 42
Box 2-1 Conrad N. Hilton 44
The Future Organization of Hotels 45
The Hotel Staffing System 47
Career Paths and Opportunities 49
Summary 50
Review Questions 51
Activities 52
References 52
Chapter 3 The Front Office 53
Organization 54
Reservations 56
Reservations Department Staff 56
Future Room Availability 57
Reservation Sources 58
Other Reservation Sources 60
Convention or Group Reservations 60
Guaranteed Reservations 60
Box 3-1 J. Willard Marriott 61
Reservation Processing 62
Reservation Revisions 63
Registration 63
Registration Department Staff 65
Arrivals 67
Group Arrivals 69
Overbooking 71
Guest Services 72
Guest Services Staff 72
Telecommunications 74
Night Audit 75
Checkout 77
Settlement 77
Room Status Change 78
Preparation of Guest History 78
Guest Relations 78
Summary 80
Review Questions 81
Activities 81
References 82
Appendix 3-1 Projecting Hotel Occupancy, Establishing Room Rates, and REVPAR 83
Chapter 4 Housekeeping 87
Housekeeping Staff 88
Executive Housekeeper 88
Box 4-1 Curtis Leroy Carlson 89
Assistant Housekeeper 91
Inspector 92
House Staff 92
Laundry Supervisor 92
Guest Room Attendants 93
Runner 93
Linen Room Supervisor and Attendants 93
Scheduling 93
Turnover 95
Guest Room Cleaning 96
Public Area Cleaning 99
Inventory and Control 99
Employee Safety 105
Responsibility, Reputation, and Quality of Service 107
Economics 107
Accident Prevention 107
Summary 109
Review Questions 109
Activities 110
References 110
Appendix 4-1 Sample Housekeeping Routines 111
Chapter 5 The Marketing and Sales Department 117
The Sales Staff 118
Characteristics of a Successful Sales Department 119
The Telephone Survey 121
The Sales Call 122
Convention Bookings 123
Confirmation Letter 124
Booking Follow-Up 125
The Weekly Report 125
Cancellations 126
The Monthly Forecast 126
Convention Instruction Memos 127
Marketing Functions 127
Box 5-1 Eric M. Hilton 128
Advertising 129
Brochures and Collateral Materials 129
Database Mailings 129
Packages 130
Promotions 130
Public Relations 131
Rate Management and Pricing 132
Summary 133
Review Questions 133
Activities 134
Chapter 6 Human Resource Management 135
What It Is and What It Is About 136
Environment 137
Legal Environment 137
Laws Against Discrimination 137
Affirmative Action 140
Laws Relating to Insurance Programs 142
Laws Relating to Pay 143
Laws Relating to Permission to Work 143
Company Environment 145
Work Environment 145
Work and People 145
Analysis of Work 146
Job Descriptions 146
Recruiting and Selecting Employees 149
Matching and Training 152
Motivating and Paying 154
Relationships 156
Employee Relations 156
Labor Relations 158
Other Issues 159
Workplace Diversity 159
Globalization of the Industry 159
Alternative Forms of Employment 160
Computers, Technology, Change 160
Summary 160
Review Questions 161
Activities 162
References 162
Chapter 7 Hotel Food and Beverage 163
Introduction to Hotel Food and Beverage 164
Fun and Excitement 164
Opportunity for Growth 164
Challenge 164
Box 7-1 Lord Charles Forte 165
Dynamic 165
Creative 166
Teamwork 167
The Operational Areas of the Food and Beverage Department 167
Hotel Restaurants 167
Hotel Room Service 170
Hotel Bars and Beverage 171
Hotel Banquet and Catering Department 173
Hotel Food Production 175
The Management of Hotel Food and Beverage 177
Food Production Management 177
Restaurant Management 182
Beverage Management 184
Catering Management 184
The Director of Food and Beverage 186
Summary 186
Review Questions 187
Activities 187
Chapter 8 Loss Prevention and Security 189
Loss Prevention 190
Guest Room Safety 190
Safety in Public Areas 192
Safety in Banquet Areas 192
Swimming Pool Safety 192
Loss Prevention Committee 193
Hotel Inspection 195
Accident Investigation 195
The Security Department 197
Director of Security 197
Security Planning 198
Box 8-1 Gerard Ferdinand Pelisson and Paul Jean-Marie Dubrule 200
Emergency Plans 201
Summary 202
Review Questions 203
Activities 203
References 203
Appendix 8-1 Hotel Security Audit 205
Chapter 9 The General Manager 217
Operational Control, Organizational Development, and Business Maintenance 218
Box 9-1 Ellsworth Statler 219
Total Quality Management 221
The Importance of Communication 223
The Development of a Performance Culture 226
Summary 228
Review Questions 229
Activities 229
References 229
Appendix 9-1 A Day in the Life of a General Manager 231
Chapter 10 Yield Management 235
Introduction 236
Fundamentals 239
Market Segmentation 239
Demand and Booking Patterns 239
Pricing Knowledge 240
Integrated Information 240
Responsibility 240
Mathematics of Yield Management 241
Ways to Achieve Yield Management 241
Rate Controls 241
Box 10-1 Stephen F. Bollenbach 242
Allocation Controls 243
Availability Controls 243
Summary 243
Review Questions 244
Activities 244
References 245
Chapter 11 Management Contracts and Franchise Agreements 247
Management Contracts 248
Advantages of the Management Contract 249
Disadvantages of the Management Contract 249
Types of Management Company 249
Selection of a Management Company 250
Management Contract Fees 252
Other Agreements Included in the Management Contract 252
Focus in the New Century 254
Franchise Agreements 255
Franchise Operating Procedures 257
Franchise Technical Assistance 257
Marketing a Franchise 258
Box 11-1 Howard Johnson 259
Advantages of a Franchise 260
Disadvantages of a Franchise 260
Franchise Fees 261
Franchise Financing 262
Other Stipulations of the Franchise Agreement 263
Franchise Selection 264
Summary 265
Review Questions 266
Activities 267
References 267
Appendix 11-1 Sample Draft of a Franchise Agreement 269
Chapter 12 Time-Share and Vacation Ownership 285
History of the Time-Share Industry 287
Resort Sales and Financing 289
Target Market 289
Sales 289
Box 12-1 J.W. Marriott Jr. 290
Financing 292
Resort Amenities and Fees 294
Amenities 294
Fees 294
Management of a Vacation Resort 295
Rules and Regulations of Vacation Ownership 296
Summary 298
Review Questions 299
Activities 299
References 299
Chapter 13 Resorts, Themed Lodging, and Special Lodging Environments 301
Recreation and Leisure Activities 302
Leisure and Recreation Customers 302
Leisure Activities 303
Activity-Based Lodging 304
Themed Lodging 305
History-Themed Lodging 306
Eco-tourism 306
Casino Resorts 307
Box 13-1 Barron Hilton 310
Cultural Lodging Opportunities 313
Leisure-Only Facilities 313
Senior Living 314
Unique Facilities 314
Other Types of Nontraditional Lodging 316
Summary 318
Review Questions 318
Activities 319
References 319
Glossary 321
Index 331
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succeed in hotel management; succeed in lodging management; hotel and lodging industry; foundation in hotel and lodging; careers in hotel industry; management careers in lodging establishments; understand hotel departments; overview of hotel departments; comprehensive hotel management resource; lodging management resource; hotel organizational structure; lodging organizational structure; interdependence among hotel departments; lodging departmental interactions
