Hotel Management and Operations, 4th Edition

by Denney G. Rutherford; Michael J. O'Fallon (Washington State University )

• ISBN13: 9780471470656
• ISBN10: 0471470651
• Edition: 4th
• Format: Paperback
• Copyright: 2006-02-01
• Publisher: Wiley

Summary

This Fourth Edition helps readers develop the wide-ranging knowledge and analytical skills they need to succeed in today's burgeoning and dynamic hotel industry. This comprehensive volume encourages critical thinking by providing different points of view through contributions from sixty leading industry professionals and academics. Within a coherent theoretical structure, this updated edition enables readers to formulate their own ideas and solutions.

Author Biography

<b>Denney Rutherford</b> is the Ivar B. Haglund Distinguished Professor of Hotel and Restaurant Administration in Washington State University's College of Business and Economics. He is heavily involved in the Educational Insitute of the American Hotel and Motel Association, as well as Council on Hotel and Restaurant Institutional Education. <p> <b>Michael J. O'Fallon</b>, PhD, teaches in the Hospitality and Tourism Management Department in the College of Business at James Madison University.

Table of Contents

Preface	xi
Contributors	xiii
Acknowledgments	xvii
Overview	1	(68)
Introduction	1	(4)
The Hotel Development Process	5	(9)
John Dew
How Well Does the Branded Distribution Company Allow Independent Hotels to Compete with the Chains?	14	(7)
Peter Cass
The Art and Science of Opening a Hotel	21	(5)
Tom Dupar
On-line Pricing: An Analysis of Hotel-Company Practices	26	(10)
Peter O'Connor
Customer Relationship Management---A Driver for Change in the Structure of the U.S. Lodging Industry	36	(14)
Gabriele Piccoli
Peter O'Connor
Claudio Capaccioli
Roy Alvarez
Spas and the Lodging Industry	50	(19)
Peter C. Anderson
References	67	(1)
Suggested Readings	68	(1)
Source Notes	68	(1)
Organization	69	(20)
Introduction	69	(4)
Organizational Design	73	(13)
Eddystone C. Nebel III
As I See It: Hotel Organization Structure	86	(3)
Mark Conklin
References	88	(1)
Suggested Readings	88	(1)
Source Notes	88	(1)
General Managers: A View at the Top	89	(32)
Introduction	89	(2)
A Conceptual Framework of the Hotel General Manager's Job	91	(10)
Eddystone C. Nebel III
Ajay Ghei
Grooming Future Hospitality Leaders: A Competencies Model	101	(10)
Beth G. Chung-Herrera
Cathy A. Enz
Melenie J. Lankau
As I See It: What I Do	111	(2)
Emilio Fabico
A Day in the Life of a Hilton Hotel General Manager	113	(2)
Robert O. Balmer
A Day in the General Manager's Life	115	(3)
Bob Peckenpaugh
Mini Case: Sunset Hotels and Suites	118	(3)
References	118	(2)
Suggested Readings	120	(1)
Source Notes	120	(1)
Operations: Rooms	121	(46)
Introduction	121	(3)
The Electrifying Job of the Front Office Manager	124	(3)
James A. Bardi
A Day in the Life of the Front Office Manager	127	(4)
Garry Dickover
Yield Management: Choosing the Most Profitable Reservations	131	(12)
William J. Quain
Stephen M. LeBruto
Concierge (cone-see-air-j)	143	(6)
Mario Arnaldo
As I See It: Management of the Front Office	149	(12)
Oliver Meinzer
Mini Case: The New FOM	161	(1)
To Change or Not to Change: A Case Study at the Front Desk	162	(5)
Nancy Swanger
References	163	(1)
Suggested Readings	164	(1)
Source Notes	164	(3)
Operations: Housekeeping, Engineering, and Security	167	(68)
Introduction	167	(6)
A Day in the Life of a Director of Rooms	173	(2)
Kurt England
Housekeeping Organizations: Their History, Purpose, Structures, and Personnel	175	(13)
Thomas Jones
On Being an Executive Housekeeper	188	(3)
John Lagazo
The Hotel Engineering Function: Organization, People, and Issues in the Modern Era	191	(8)
Denney G. Rutherford
The Engineering Department and Financial Information	199	(6)
Agnes Lee DeFranco
Susan B. Sheridan
The Legal Environment of Lodging Operations	205	(12)
Melissa Dallas
Asphalt Jungle	217	(10)
Je'anna Abbott
Gil B. Fried
Workplace Violence in Hotels	227	(3)
Mark Beattie
Jacinta Gau
Case Study: Housekeeping, Engineering, and Security	230	(5)
References	231	(2)
Suggested Readings	233	(1)
Source Notes	234	(1)
Food and Beverage Division	235	(68)
Introduction	235	(4)
Managing Food and Beverage Operations in Lodging Organizations	239	(12)
Robert H. Bosselman
As I See It: Hotel Director of Food and Beverage	251	(2)
Dominic Provenzano
Best Practices in Food and Beverage Management	253	(12)
Judy A. Siguaw
Cathy A. Enz
Strategic Alliances Between Hotels and Restaurants	265	(17)
Robert W. Strate
Clinton L. Rappole
Contemporary Hotel Catering	282	(5)
Patti J. Shock
John M. Stefanelli
A Day in the Life of an Executive Director of Catering Sales and Convention Services	287	(4)
Rich Benninger
The Organization and Management of Hotel Beverage Operations	291	(7)
Valentino Luciani
Case Study: Crisis in the Food Court	298	(1)
Nancy Swanger
Case Study: Outside the Box in the Food and Beverage Division	299	(4)
References	300	(1)
Suggested Readings	301	(1)
Source Notes	302	(1)
Marketing and Associated Activities	303	(62)
Introduction	303	(2)
Building Market Leadership: Marketing as Process	305	(16)
Fletch Waller
Consumer Decision Rules and Implications for Hotel Choice	321	(13)
Bianca Grohmann
Eric Spangenberg
Hotel Pricing	334	(11)
Marta Sinclair
Carl R. Sinclair
A Day in the Life of a Regional Revenue Manager	345	(3)
Paul Chappelle
Hotel Sales Organization and Operations	348	(5)
Margaret Shaw
Susan V. Morris
Putting the Public in Public Relations: The Case of the Seattle Sheraton Hotel and Towers	353	(7)
Louis B. Richmond
Mini Case: Revamping the Marketing Research Department	360	(5)
References	361	(1)
Suggested Readings	362	(1)
Source Notes	362	(3)
Financial Control and Information Management	365	(50)
Introduction	365	(3)
The Lodging Chief Financial Executive	368	(9)
Raymond S. Schmidgall
Budgeting and Forecasting: Current Practice in the Lodging Industry	377	(10)
Raymond S. Schmidgall
Agnes Lee DeFranco
As I See It: The Hotel Controller	387	(4)
Michael J. Draeger
The Hotel Purchasing Function	391	(8)
C. Lee Evans
Data Mining for Hotel Firms: Use and Limitations	399	(13)
Vincent P. Magnini
Earl D. Honeycutt Jr.
Sharon K. Hodge
References	412	(2)
Suggested Readings	414	(1)
Source Notes	414	(1)
Human Resources Policy Management	415	(46)
Introduction	415	(2)
Driving Hospitality Into the Future	417	(12)
Christian Hardigree
Ellis Norman
Gail Sammons
Vince Eade
William Werner
Robert H. Woods
Cheri Young
The Causes and Consequences of Turnover in the Hospitality Industry	429	(7)
Carl D. Riegel
Current Issues in Hospitality Employment Law	436	(10)
Suzanne K. Murrmann
Cherylynn Becker
The Strategic and Operational Roles of Human Resources---An Emerging Model	446	(15)
J. Bruce Tracey
Arthur E. Nathan
References	457	(4)
Index	461