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Foundations Of Lodging Management,9780131700550
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Foundations Of Lodging Management

by ;
Edition:
1st
ISBN13:

9780131700550

ISBN10:
0131700553
Format:
Paperback
Pub. Date:
1/1/2006
Publisher(s):
Prentice Hall
List Price: $106.40
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  • Foundations of Lodging Management
    Foundations of Lodging Management




Summary

Written in an easy-to-read, easy-to-understand, easy-to-remember style,Foundations of Lodging Managementtells 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 "careers" in the lodging industry.MARKET: For hotel general managers, assistant general managers, controllers, front office managers, food and beverage directors, executive housekeepers, chief maintenance engineers, and franchise service directors.

Author Biography

David K. Hayes is Managing Owner of the Lansing Clarion Hotel and Conference Center and former Vice President of the Educational Institute of the American Hotel and Lodging Association.

Table of Contents

Preface xi
Introduction to Lodging and Travel Industries
1(25)
The Early Lodging Industry
3(1)
United States Hotel Industry: 1900--2000
3(1)
Segments of the Lodging Industry
3(7)
Measuring Hotel Performance
10(3)
Travelers and the Travel Industry
13(1)
Leisure Travelers
14(1)
Business Travelers
14(1)
Partners in the Lodging Industry
14(8)
Transportation Services
15(3)
Travel Agents
18(1)
Tour Operators
19(2)
Web Site Operators
21(1)
Trade Associations
22(4)
The Structure of the Lodging Industry
26(28)
Hotel Owners
27(3)
Investors
28(1)
Owner/Operators
29(1)
Management Companies
30(9)
The Role and Structure of Management Companies
30(5)
Management Contracts
35(2)
Management Company Advantages and Disadvantages
37(2)
Franchising and the Lodging Industry
39(9)
Hotel Franchisors
39(3)
Hotel Franchisees
42(2)
Franchise Agreements
44(4)
Ownership and Management Alternatives
48(2)
Ownership and Operational Challenges
50(4)
Service and Hotel Management
54(27)
Quality Impacts Service
55(2)
Service Concerns
56(1)
Service Expectations
57(1)
Ingredients in a Quality Service System
57(8)
Consider the Guests Being Served
58(1)
Determine What the Guests Desire
58(2)
Develop Procedures to Deliver What Guests Want
60(1)
Train and Empower Staff
61(1)
Implement Revised Systems
62(1)
Evaluate and Modify Service Delivery Systems
62(3)
Service and ``Moments of Truth''
65(3)
Service Delivery by Employees
68(2)
Management Tactics for Effective Guest Service
70(3)
Recruit and Select Service-Minded Staff
70(1)
Provide Effective Orientation and Training
71(1)
Supervise with a Service Emphasis
71(1)
Empower Staff with Service Authority
72(1)
Emphasize Continuous Quality Improvement
72(1)
Lodging Property Staff Are Service Professionals
73(2)
Benchmark Against the Best: The Ritz-Carlton Hotel Company
75(6)
The Management of Lodging
81(29)
The Role of Managers
82(6)
Management Functions
82(3)
Management Principles
85(2)
Management Science and Art
87(1)
Hotel Management Structure
88(3)
Larger Hotels
89(1)
Smaller Hotels
89(2)
The Role of the Hotel General Manager
91(10)
Owner Relations
92(1)
Staff Development
93(1)
Property Management
94(2)
Brand Affiliation Management
96(2)
Community Relations
98(3)
The Role of the General Manager's Supervisor
101(9)
Owner/Investor Supervision
101(3)
Management Company Supervision
104(2)
Brand Supervision
106(4)
The Hotel Team: Supervisors and Entry-Level Staff
110(37)
Importance of Teamwork
111(3)
Role of Supervisors
114(6)
Responsibilities
115(1)
Leadership Styles
116(4)
Special Supervisory Concerns
120(18)
Communication
120(2)
Motivation
122(4)
Training
126(4)
Coaching
130(1)
Effective Working Relationships
131(2)
Performance Appraisal Systems
133(3)
Employee Discipline
136(2)
Role of Entry-Level Employees
138(9)
Responsibilities
139(1)
Retention
140(3)
Career Tracks
143(4)
The Human Resources Department
147(30)
Importance of Human Resources Department
148(3)
Background
149(1)
Human Resources Priorities
150(1)
Human Resources Activities
151(7)
Recruitment
151(2)
Selection
153(1)
Orientation
154(2)
Training
156(2)
Compensation
158(3)
Importance of Compensation
159(1)
Fringe Benefits
160(1)
Legal Aspects of Human Resources
161(9)
Employee Selection
162(3)
Employer-Employee Relationships
165(1)
Other Workplace Laws
165(5)
Employee Safety and Health
170(1)
Diversity and Lodging Industry
171(2)
Human Resources Challenges
173(4)
The Front Office Department
177(34)
Front Office Responsibilities
178(5)
PMS Management
179(1)
Guest Services
180(1)
Accounting and Data Management
181(2)
Forecasting Demand
183(5)
The Effect of Demand on ADR
183(2)
Estimating Demand
185(1)
Use of the PMS in Forecasting Demand
185(3)
Establishing Room Rates
188(5)
Yield Management
188(2)
Transient Rates
190(2)
Group Rates
192(1)
Reservations
193(5)
Hotel Direct Inquiry
193(2)
Central Reservation System
195(2)
Internet Booking Sites
197(1)
Reception and Guest Service
198(5)
Pre-arrival
199(1)
Arrival and Stay
200(2)
Departure
202(1)
Guest Accounting
203(8)
Data Management
204(3)
Night Audit
207(4)
The Sales and Marketing Department
211(36)
The Importance of Sales and Marketing
212(3)
Sales and Marketing Activities
215(11)
On-Property Activities
218(4)
Off-Property Activities
222(4)
Hotel Markets
226(5)
Transient Travelers
226(3)
Group Travelers
229(2)
Sales and Marketing Tools
231(8)
In-Person Sales Calls
231(2)
Print and Direct Mail
233(1)
Telephone
234(1)
E-mail
235(1)
Web Sites
236(2)
Client-Appreciation Activities
238(1)
Evaluation of Sales and Marketing Efforts
239(8)
Performance to Sales and Marketing Plan
240(1)
STAR Report
241(6)
The Accounting Department
247(36)
On-Property Hotel Accounting
248(3)
Centralized Accounting Systems
249(1)
Decentralized Accounting Systems
250(1)
Budgeting
251(4)
Long-Range Budgets
252(1)
Annual Budgets
253(1)
Monthly Budgets
254(1)
Income Control
255(14)
Operational Controls
255(4)
Cash Control
259(3)
Allowances and Adjustments
262(3)
Accounts Receivable Control
265(4)
Expense Control
269(5)
Purchasing and Receiving
270(1)
Accounts Payable
271(3)
Financial Reporting
274(9)
The Income Statement
275(2)
Balance Sheet
277(3)
The Statement of Cash Flows
280(3)
The Housekeeping Department
283(35)
The Role of Housekeeping
284(5)
Areas of Responsibility
284(2)
Interactions
286(3)
Managing Housekeeping
289(8)
Staffing
290(5)
Managing Lost and Found
295(2)
Safety Training
297(2)
Cleaning Responsibilities
299(8)
Employee Scheduling
299(2)
Guest Room Cleaning
301(6)
Laundry Operations
307(11)
Laundry Processing
307(5)
Guest-Operated Laundry
312(2)
``Green'' Hotels
314(4)
The Maintenance Department
318(28)
The Role of Maintenance
319(6)
Areas of Responsibility
320(4)
Interactions
324(1)
Managing Maintenance
325(11)
Staffing
326(1)
Routine Maintenance
327(3)
Preventive Maintenance
330(4)
Emergency Maintenance
334(2)
Managing Utilities
336(6)
Electricity
337(4)
Natural Gas
341(1)
Water
341(1)
Managing Waste
342(4)
Food Service and Meeting Management in Limited-Service Settings
346(27)
Range of Food Services
348(4)
Breakfast Alternatives
349(2)
Other Food Services
351(1)
Management of Lobby Food Services
352(13)
Menu Planning
352(4)
Purchasing
356(2)
Receiving and Storing
358(1)
Setting Up Breakfast Service
359(1)
Maintaining Breakfast Service
360(2)
Cleaning Up
362(3)
Guests and Lobby Food Services
365(1)
Managing Meetings
366(7)
Small Meetings Business
366(1)
Meeting Procedures
367(2)
Meeting Food Services
369(4)
Food and Beverage Operations: Full-Service Hotels
373(36)
Food and Beverage Guests
374(2)
Organization of Hotel Food and Beverage Operations
376(2)
Small Hotels
376(1)
Large Hotels
377(1)
Menu Planning
378(5)
Guest Concerns
379(2)
Operating Concerns
381(2)
Food Service Control Points
383(5)
Purchasing
383(3)
Receiving, Storing, and Issuing
386(1)
Serving and Service
387(1)
A La Carte Dining
388(6)
Getting Ready for Service
388(3)
Service Procedures
391(3)
Room Service
394(4)
Profitability
394(1)
Menu Planning
395(1)
Operating Issues
396(1)
In-Room Service
397(1)
Banquet Operations
398(11)
Profitability
400(1)
Menu Planning
401(1)
Banquet Event Orders and Contracts
402(1)
Other Banquet Concerns
403(6)
Safety and Security
409(32)
The Importance of Safety
410(6)
Legal Liability for Guest and Employee Safety
410(2)
Hotel Responsibility for Guest Safety
412(4)
Safety Resources
416(8)
Internal Resources
417(5)
External Resources
422(2)
Special Safety-Related Threats
424(3)
Swimming Pools
424(1)
Spas
425(1)
Exercise Facilities
426(1)
Parking Areas
426(1)
Protecting Property from Security Threats
427(14)
Internal Threats
429(3)
External Threats
432(1)
Area-Specific Threats
433(3)
Hotel Crisis-Management Plans
436(5)
Careers in the Lodging Industry
441(38)
Planning Precedes Career Decisions
442(4)
Career-Planning Steps
443(1)
Assess Personal Interests
443(3)
Lodging Industry Career Alternatives
446(8)
Independent Hotel or Multi-Unit Organization?
446(4)
Large or Small Hotel Company?
450(1)
Franchisor or Operating Company?
451(1)
Profit or Non-Profit?
452(2)
Obtaining the First Professional Position
454(3)
Collecting Information
454(2)
Important Concerns: Prospective Employers
456(1)
Important Concerns: Prospective Employees
457(1)
Success in the First Professional Position
457(9)
Success Tactics
458(1)
First Days at Work
459(3)
Ongoing Professional Development
462(4)
Entrepreneur or Intrapreneur?
466(4)
Definitions
466(1)
Why Hotels Fail
467(1)
Tactics of Successful Intrapreneurs
468(2)
Domestic and Global Hotel Positions
470(9)
Working in Another Country
470(2)
Success Factors in Global Assignments
472(7)
Glossary 479(22)
Index 501


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