Hotel Management and Operations, Website , 3rd Edition

by Denney G. Rutherford (Ivar Haglund Distinguished Professor of Hotel and Restaurant Administration at Washington State University)

• ISBN13: 9780471370529
• ISBN10: 0471370525
• Edition: 3rd
• Format: Paperback
• Copyright: 2001-10-01
• Publisher: Wiley

Summary

A real-world look at every major aspect of hotel management and operations Hotel Management and Operations, Third Edition, helps readers to develop the wide-ranging knowledge and analytical skills they need to succeed in today's burgeoning and dynamic hotel industry. Featuring contributions from 60 leading industry professionals and academics, this comprehensive presentation encourages critical thinking by exposing readers to different viewpoints within a coherent theoretical structure, enabling them to formulate their own ideas and solutions. Each of the book's nine parts examines a specific hotel department or activity and presents a variety of viewpoints on the duties, responsibilities, problems, and opportunities encountered there. Multidimensional case studies challenge readers to identify the central issues in complex management problems, understand the structure and resources of the department in question, and find solutions that may involve other hotel resources and departments. This remarkably well-designed learning tool: * Covers all hotel departments, from front office to finance, from marketing to housekeeping * Links advanced theory with real-world problems and solutions * Encourages critical thinking by presenting differing viewpoints * Features "As I See It" and "Day in the Life" commentary from young managers * Provides a solid introduction to every aspect of hotel management Complete with extensive references and suggestions for further reading, Hotel Management and Operations, Third Edition, is an ideal book for university hospitality programs and management training programs within the hotel industry.

Author Biography

DENNEY G. RUTHERFORD, PhD, is the Ivar Haglund Distinguished Professor in the Hotel and Restaurant Administration Program at Washington State University.

Table of Contents

Contributors	xi
Foreword	xiii
Preface	xv
Acknowledgements	xxi
Overview
Introduction	1	(4)
The U.S. Lodging Industry Today	5	(9)
Randell A Smith
John D. Lesure
The Hotel Development Process	14	(5)
John Dew
The Emergence of the Branded Distribution Company	19	(7)
Peter Cass
Meet Me at the Westin, er, Make that the Hilton: Life on the Front Lines in Rebranding a Hotel	26	(5)
Tom Dupar
Back by Popular Demand	31	(6)
Rick Bruns
References	35	(1)
Suggested Readings	36	(1)
Source Notes	36	(1)
Organization
Introduction	37	(4)
Organisation Design	41	(12)
Eddystone C. Nobel
As I See It: Hotel Organisation Structure	53	(2)
Mark Conklin
Reengineering the Hotel Organisation	55	(9)
Eddystone C. Nebel
Denney G. Rutherford
Jeffrey D. Schaffer
Case Study: Organisation	64	(3)
References	65	(1)
Suggested Readings	65	(1)
Source Notes	65	(2)
General Managers: A View at the Top
Introduction	67	(2)
A Conceptual Framework of the Hotel General Manager's Job	69	(9)
Eddystone C. Nobel
Ajay Ghei
As I See It: The Hotel GM	78	(1)
Emilio Fabico
Hotel General Managers: Focused on the Core Business	79	(9)
Robert H. Woods
Denney G. Rutherford
Raymond S. Schmidgall
Michael Sciarini
A Day in the Life: General Manager of a Las Vegas Hotel	88	(2)
Robert O. Balmer
Director of Operations: GM in Waiting	90	(2)
Matt Berge
Mini Case: Sunset Hotels and Suites	92	(3)
References	92	(1)
Suggested Readings	93	(1)
Source Notes	94	(1)
Operations: Rooms
Introduction	95	(2)
Raw Nerves at the Nerve Centre: An Insider's View of Life at the Front Desk	97	(17)
Cheri A. Young
The Electrifying Job of the Front Office Manager	114	(3)
James A. Bardi
A Day in the Life of the Front Office Manager	117	(3)
Garry Dickover
Yield Management: Choosing the Most Profitable Reservations	120	(11)
William J. Quain
Stephen M. LeBruto
American Concierges Set Service Standards	131	(5)
Glenn Withiam
A Day in the Operations Life	136	(2)
Bob Peckenpaugh
Mini Case : The New FOM	138	(1)
To Change or Not to Change: A Case Study at the Front Desk	139	(4)
Nancy Swanger
References	140	(1)
Suggested Readings	141	(1)
Source Notes	142	(1)
Operations: Housekeeping, Engineering, and Security
Introduction	143	(6)
A Day in the Life of a Director of Rooms	149	(1)
Kurt Englund
Housekeeping Organisations: Their History, Purpose, Structures, and Personnel	150	(12)
Thomas Jones
On Being an Executive Housekeeper	162	(3)
John Lagazo
The Hotel Engineering Function: Organisation, People, and Issues in the Modern Era	165	(7)
Denney G. Rutherford
The Engineering Department and Financial Information	172	(5)
Agnes Lee DeFranco
Susan B. Sheridan
De Facto Security Standards : Operations at Risk	177	(14)
Denney G. Rutherford
Jon P. McConnell
The Legal Environment of Lodging Operations	191	(10)
Melissa Dallas
Asphalt Jungle	201	(10)
Je'anna Abbott
Gil Fried
Case Study: Housekeeping, Engineering, and Security	211	(4)
References	211	(2)
Suggested Readings	213	(1)
Source Notes	214	(1)
Food and Beverage Division
Introduction	215	(4)
Hotel Food and Beverage Organisation and Management	219	(10)
Robert H. Bosselman
As I See It: Hotel Director of Food and Beverage	229	(2)
Dominic Provenzano
Best practices in Food and Beverage Management	231	(9)
Judy A. Siguaw
Cathy A. Enz
Strategic Alliances between Hotels and Restaurants	240	(15)
Robert W. Strate
Clinton L. Rappole
Menu Marketing	255	(4)
David V. Pavesic
Contemporary Hotel Catering	259	(5)
Patti J. Shock
John M. Stefanelli
Executive Director of Catering Sales --- A Day in My Life	264	(3)
Rich Benninger
The Hotel Executive Chef	267	(14)
Gene Fritz
Organisation and Management for Hotel Beverage Operations	281	(6)
Valentino Luciani
Case Study : Food and Beverage Division	287	(4)
References	288	(1)
Suggested Readings	289	(1)
Source Notes	289	(2)
Marketing and Associated Activities
Introduction	291	(2)
Building Marketing Leadership : Marketing as Process	293	(9)
Fletch Waller
Marketing Challenges for the Next Decade	302	(9)
Chekitan S. Dev
Michael D. Olsen
Hotel Choice Decision Rules	311	(10)
Eric R. Spangenberg
Bianca Grohmann
Hotel Pricing	321	(5)
Margaret Shaw
Wishful Thinking and Rocket Science	326	(6)
Eric B. Orkin
A Day in the Life of a Regional Revenue Manager	332	(2)
Paul Chappelle
Hotel Sales Organisation and Operations	334	(5)
Margaret Shaw
Susan V. Morris
Improving Interactions between Meeting Planners and Hotel Employees	339	(19)
Denney G. Rutherford
W. Terry Umbreit
A Profile of Convention Services Professionals	358	(13)
Rhonda J. Montgomery
Denney G. Rutherford
Putting the Public in Public Relations : The Case of the Seattle Sheration Hotel and Towers	371	(7)
Louis B. Richmond
Building Market Leadership : Improving Productivity of the Marketing Process	378	(16)
Fletch Waller
Mini Case : Revamping the Marketing Research Department	394	(5)
References	395	(1)
Suggested Readings	396	(1)
Source Notes	397	(2)
Financial Control and Information Management
Introduction	399	(2)
The Lodging Chief Financial Executive	401	(8)
Raymond S. Schmidgall
Budgeting and Forecasting: Current Practice in the Lodging Industry	409	(8)
Raymond S. Schmidgall
Agnes Lee DeFranco
As I See It : The Hotel Controller	417	(2)
Michael J. Draeger
Hotel Purchasing as a Key Business Activity	419	(3)
Carl. D. Riegel
The Hotel Purchasing Function	422	(6)
C. Lee Evans
Best Practices in Information Technology	428	(16)
Judy A. Siguaw
Cathy A. Enz
Data Warehousing	444	(13)
Robert K. Griffin
References	454	(1)
Suggested Readings	455	(1)
Source Notes	455	(2)
Human Resources Policy Management
Introduction	457	(2)
Predicting Is Difficult, Despecially about the Future : Human Resources in the New Millennium	459	(10)
Robert H. Woods
The Causes and Consequences of Turnover in the Hospitality Industry	469	(7)
Carl D. Riegel
Curret Issues in Hospitality Employment Law	476	(9)
Suzanne K. Murrmann
Cherylynn Becker
Employee Work Teams in Hospitality	485	(18)
M. Chris Paxson
Mentoring to Boost Employee Productivity and Retention in Hotel Organisations	503	(16)
Melenie J. Lankau
References	513	(4)
Suggested Readings	517	(1)
Source Notes	517	(2)
Index	519