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Hotel Operations Management,9780131711495
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Hotel Operations Management

by ;
Edition:
2nd
ISBN13:

9780131711495

ISBN10:
0131711490
Format:
Paperback
Pub. Date:
12/30/2005
Publisher(s):
Prentice Hall
List Price: $126.00

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  • Hotel Operations Management
    Hotel Operations Management




Summary

Describing in great depth and detail all areas of hotel administration, this accurate book provides an up-to-date and comprehensive examination of the responsibilities of a hotel general manager. It shares with readers the procedures effective managers use to ensure their hotel¿sand their ownultimate success.KEY TOPICSThis unique approach addresses all of the operating departments of a full-service hotelHuman Resources, Controller, The Front Office, Housekeeping, Food and Beverage, Safety and Property Security, Sales and Marketing, Facility Engineering and Maintenancefrom the viewpoint of the General Manager. It also explores franchise agreements and management contracts, purchasing a hotel, and career opportunities.For current and future hotel general managers, and hotel department headsi.e., executive housekeepers, directors of sales, controllers, and front office managers.

Table of Contents

Foreword xi
Preface xiii
The Hotel Industry: Overview and Professional Career Opportunities
1(36)
Lodging Is Part of the Tourism Industry
3(3)
The Tourism Industry
3(1)
Lodging (Hotel) Sector
4(1)
A Brief History of Hotels
5(1)
Close Look at Lodging Organizations
6(21)
Typical Lodging Guests
10(1)
Lodging Industry Characteristics
11(1)
Lodging Industry Overview
12(1)
Largest Hotel Affiliations
12(3)
World's Best Hotels
15(2)
Hotel Ownership and Management
17(3)
Hotel Organizational Structures
20(1)
Small Hotel
20(1)
Large Hotel
21(1)
Mega Hotel
21(5)
Hotel Departments
26(1)
Line and Staff Departments
26(1)
Revenue and Cost Centers
26(1)
Lodging Is a Service Business
27(1)
Current Issues Confronting Hoteliers
28(5)
Operating Issues
29(1)
Marketing Issues
30(2)
Technological Issues
32(1)
Economic Issues
33(1)
Professional Lodging Career Opportunities
33(2)
Alternative Management Positions
33(1)
Get Started with Career Planning
33(2)
Hotel Terminology at Work Glossary
35(1)
Issues at Work
35(2)
The Hotel General Manager
37(23)
Responsibilities
38(11)
Investor Relations
39(1)
Brand Affiliation Management
40(1)
Community Relations
41(1)
Executive Committee Facilitation
42(2)
Property Management
44(1)
Planning
45(1)
Organizing
46(1)
Staffing/Directing
47(1)
Controlling and Evaluating
48(1)
Skills Development
49(7)
Formal Education
49(1)
Two-Year Degree
50(1)
Four-Year Degree
51(1)
Advanced Degrees
51(1)
On-the-Job Training
52(1)
Professional Development
52(2)
Business Associations
54(1)
Trade Associations
54(1)
Trade Publications
55(1)
General Manager's Job Descriptions
56(3)
Hotel Terminology at Work Glossary
59(1)
Issues at Work
59(1)
Management, Supervision, and Service Skills for the GM
60(32)
The GM Sets the Pace
62(1)
GMs Must Manage
62(4)
GM Functions
63(1)
GM Skills
64(1)
GM Relationships
64(1)
GMs Manage in Times of Change
65(1)
Evolution of Traditional Hotel Human Resources Practices
66(1)
Management Basics
66(12)
Planning
67(1)
Decision Making
68(3)
Organizing
71(1)
Delegation
72(1)
Flow of Communication
73(2)
Motivation
75(2)
Leadership
77(1)
Discipline
77(1)
Team Building Tactics
78(2)
Employee Selection, Orientation, and Training
80(3)
The GM and Quality Guest Service
83(4)
Ingredients in a Quality Service Delivery System
84(2)
A Goal of Zero Defects
86(1)
GM Interactions
87(3)
GM's Monthly ``Diary''
87(2)
Employee and Guest Relationships
89(1)
Hotel Terminology at Work Glossary
90(1)
Issues at Work
91(1)
Human Resources
92(32)
The Role of Human Resources
94(1)
Staffing the Human Resources Department
95(2)
Legal Aspects of Human Resources
97(10)
Employee Selection
97(4)
Employment Relationships
101(1)
The Law in the Workplace
102(1)
Sexual Harassment
103(1)
Family and Medical Leave Act (FMLA)
103(1)
Compensation
103(2)
Employee Performance
105(1)
Unemployment Issues
105(1)
Employment Records
106(1)
Human Resources in Action
107(13)
Recruitment
107(2)
Selection
109(1)
Orientation
110(2)
Training
112(2)
Performance Evaluation
114(1)
Compensation (Salaries and Wages)
115(2)
Other Compensation (Benefits)
117(1)
Employee Retention
118(2)
Other Human Resources Activities
120(2)
Planning for Human Resources
120(1)
Employee Safety and Health
120(1)
Workforce and Work Quality Improvement
121(1)
Hotel Terminology at Work Glossary
122(1)
Issues at Work
122(2)
Accounting
124(40)
The Accounting Function
126(4)
Generally Accepted Accounting Principles
127(1)
Uniform System of Accounts for Hotels
128(2)
Accounting Systems
130(2)
Centralized Accounting Systems
130(1)
Decentralized Accounting Systems
131(1)
Revenue Forecasting
132(1)
Budgeting
133(3)
Long-Range Budgets
134(1)
Annual Budgets
134(1)
Monthly Budgets
134(2)
Financial Statements
136(6)
Income Statement
137(2)
Balance Sheet
139(2)
Statement of Cash Flows
141(1)
Daily Operating Statistics
142(7)
Manager's Daily Sales Report
142(2)
Detailed Room Revenue Statistics
144(3)
Adjustments and Allowances
147(2)
Internal Controls
149(11)
Cash
149(3)
Accounts Receivable
152(4)
Accounts Payable
156(1)
Payment of Proper Amounts
156(1)
Payments Made in a Timely Manner
156(1)
Payment Records Properly Maintained
157(1)
Payment Totals Assigned to the Appropriate Department Area
157(1)
Purchasing and Receiving
158(1)
Inventories
159(1)
Payroll
159(1)
Audits
160(3)
Internal Audits
161(1)
External Audits
161(2)
Hotel Terminology at Work Glossary
163(1)
Issues at Work
163(1)
Revenue Management
164(57)
The Role of the Revenue Manager
166(19)
Revenue Management
166(3)
Room Rate Management
169(3)
Room Rate Economics
172(6)
Traditional Pricing Strategies
178(4)
Web-Influenced Pricing Strategies
182(3)
Revenue Management Essentials
185(15)
Making Forecasts
185(2)
Managing Occupancy
187(3)
Managing ADR
190(2)
Yield Management
192(1)
Philosophy
193(1)
Implementation
194(1)
Techniques
195(1)
Measures of Effectiveness
195(1)
Occupancy Index
196(1)
ADR Index
197(1)
RevPAR Index
198(2)
Distribution Channel Management
200(19)
Historical Distribution Channels
202(5)
Current Distribution Channels
207(1)
Walk-Ins
207(1)
Telephone
207(2)
Facsimile (Fax)
209(1)
E-Mail/Traditional Mail
209(1)
Global Distribution System (GDS)
210(1)
Central Reservation System (CRS)
211(1)
Internet
212(7)
Hotel Terminology at Work Glossary
219(1)
Issues at Work
219(2)
Sales and Marketing
221(41)
The Role of Sales and Marketing
223(4)
In the Hotel
225(1)
In the Community
226(1)
Segmentation of the Sales and Marketing Department
227(9)
By Product Sold
228(1)
By Market
228(1)
Corporate
229(1)
Leisure
229(1)
Long-Term Stay
230(3)
SMERF and Others
233(1)
By Source
233(1)
Drop-Ins
233(1)
Meeting Planners
234(1)
Travel Agents
234(1)
Consortia
235(1)
Internet
235(1)
Sales and Marketing Activities
236(24)
Sales Efforts
236(1)
The Sales and Marketing Committee
236(1)
The Sales Cycle
237(3)
Trace Systems
240(1)
Sales Leads/Cold Calling
241(2)
Client Appreciation Activities
243(1)
Marketing Efforts
243(1)
Marketing Plan Development
243(2)
Advertising
245(1)
Promotions, Publicity, and Public Relations
245(2)
E-Marketing
247(1)
Internet Sales and Marketing
247(1)
Online Reservation Systems
248(1)
Property Web Sites
249(2)
E-Mail Systems
251(1)
Evaluating the Sales and Marketing Effort
252(1)
The Pace Report
253(2)
The STAR Report
255(5)
Hotel Terminology at Work Glossary
260(1)
Issues at Work
260(2)
The Front Office
262(49)
Overview of the Front Office
264(11)
Responsibilities of the Front Office
266(1)
The PMS and Its Management
267(3)
Revenue and Reservations Management
270(1)
Forecasting Guest Demand for Rooms
270(1)
Practicing Yield Management
271(1)
Management of Guest Services
272(1)
Accounting for Guests
273(1)
Data Management
273(2)
Managing Guest Reservations
275(13)
Guest Request Information
277(2)
By Reservation Type
279(1)
Individual Reservations
280(1)
Group Reservations
280(1)
By Delivery Method
281(1)
Global Distribution System
281(4)
Franchise Toll-Free Numbers
285(1)
Internet
286(1)
Telephone
287(1)
Walk-In
287(1)
Managing Guest Services
288(6)
Front Desk: Arrival
289(1)
Prearrival
289(1)
Bell Station
290(1)
Valet
290(1)
Registration
290(2)
Concierge
292(1)
Front Desk: Guest Privacy
292(1)
Guest Information
292(1)
Room Information
293(1)
Front Desk: Stay and Departure
293(1)
Guest Satisfaction Issues
293(1)
The Walked Guest
293(1)
Accounting for Guests
294(5)
Rooms Management/Assignment
294(1)
Front-Desk Check In
294(1)
Self Check In
295(1)
Bucket Check
296(1)
Billing the Folio
296(1)
Night Audit
297(1)
Check Out
298(1)
Data Management
299(10)
Payment Cards
299(2)
Locking/Security Systems
301(1)
Telephones
302(1)
Call Accounting
302(1)
Wake-Up Calls
303(1)
Voice Mail
303(1)
Message on Hold
303(1)
Point of Sale (POS)
304(1)
In-Room Services
304(1)
Movies
305(1)
Games
306(1)
In-Room Minibars
306(1)
Safes
306(1)
Internet Connections
307(1)
Back-Office Accounting Systems
307(2)
Hotel Terminology at Work Glossary
309(1)
Issues at Work
309(2)
Housekeeping
311(31)
The Role of the Housekeeping Department
313(5)
Public Space
313(1)
Guest Rooms
314(3)
Laundry
317(1)
Staffing the Department
318(4)
Executive Housekeeper
318(1)
Room Inspectors
319(1)
Room Attendants
320(2)
Additional Housekeeping Staff
322(1)
Managing Housekeeping
322(9)
Safety
323(1)
Equipment and Supplies
323(1)
Training
324(2)
Employee Scheduling
326(2)
Inventory Management
328(2)
Lost and Found
330(1)
Facility Care and Cleaning
331(5)
Public-Space Cleaning
332(1)
Guest Room Cleaning
332(1)
Sleeping Area
333(2)
Bathroom Area
335(1)
Laundry
336(4)
Collecting
336(1)
Sorting/Repairing
337(1)
Washing
337(1)
Drying
338(1)
Finishing/Folding
338(1)
Storing
339(1)
Delivering
339(1)
Hotel Terminology at Work Glossary
340(1)
Issues at Work
340(2)
Food and Beverage
342(40)
Overview of Hotel Food and Beverage Operations
344(15)
Similarities: Hotel and Restaurant Food Services
345(1)
Operational Similarities
346(1)
Personnel Requirement Similarities
347(3)
Differences: Hotel and Restaurant Food Services
350(2)
Profitability Differences
352(2)
Marketing-Related Differences
354(2)
Other Differences
356(3)
Room Service Operations
359(5)
Profitability Concerns
360(1)
Menu Planning Factors
361(1)
Operating Issues
362(1)
Within Guest Room Service
363(1)
Banquet Operations
364(14)
Profit Opportunities
366(1)
Menu Planning
367(1)
Service Styles
368(5)
Beverage Functions
373(1)
Labor and Other Charges
374(1)
Banquet Room Setup
375(1)
Banquet Contracts and Billing Policies
375(3)
Alcoholic Beverage Service in Hotels
378(2)
Hotel Terminology at Work Glossary
380(1)
Issues at Work
381(1)
Facility Engineering and Maintenance
382(31)
Role of the Engineering and Maintenance Department
384(5)
Engineering
385(1)
Maintenance
386(1)
Design and Renovation
387(2)
Staffing the Department
389(2)
Chief Engineer
390(1)
Maintenance Assistants
390(1)
Managing Maintenance
391(10)
Routine Maintenance
391(1)
Exterior Maintenance
392(1)
Interior Maintenance
392(2)
Preventive Maintenance
394(2)
Public Space
396(1)
Guest Rooms
396(2)
Food Service
398(1)
Laundry
398(1)
Other Equipment
398(1)
Emergency Maintenance
399(1)
Technology and Maintenance
399(2)
Managing Utilities
401(8)
Electricity
401(1)
Lighting
402(2)
HVAC
404(1)
Reducing Electricity Consumption
405(1)
Natural Gas
406(1)
Water
407(1)
Solid Waste
407(2)
Managing ``Green'' Hotels
409(1)
Maintenance and Other Service Contracts
409(2)
Hotel Terminology at Work Glossary
411(1)
Issues at Work
411(2)
Safety and Property Security
413(33)
Personal Safety
415(20)
Legal Liability and Guest/Employee Safety
415(1)
Staffing for Security
416(1)
Employee Safety Training
417(1)
Local Law Enforcement Agencies
417(1)
Safety Resources
418(1)
Recodable Locks
418(1)
Alarm Systems
419(1)
Surveillance Systems
420(1)
Emergency Plans
421(1)
Hotel Emergency and Security Tactics
422(1)
Disturbances
423(1)
Medical Emergencies
423(1)
Guest Notification
424(2)
Hotel Fires
426(1)
Bomb Threats
427(1)
Other Emergencies
428(1)
Special Safety Issues
429(1)
Swimming Pools
429(1)
Spas
430(1)
Parking Lots
431(1)
Documenting Safety Efforts
432(2)
The Occupational Safety and Health Administration (OSHA)
434(1)
Property Security
435(9)
Threats to Asset Security
435(1)
Internal Threats
435(3)
External Threats
438(1)
Departmental-Specific Threats to Asset Security
439(3)
Hotels and Terrorism
442(2)
Hotel Terminology at Work Glossary
444(1)
Issues at Work
445(1)
Franchise Agreements and Management Contracts
446(35)
The Hotel Franchise Relationship
448(17)
Hotel Franchising
448(1)
Origin and Structure
449(2)
Governmental Regulations Related to Franchises
451(2)
The Franchise Agreement
453(1)
Major Elements
453(2)
Advantages to the Franchisee
455(1)
Advantages to the Franchisor
456(1)
Selecting a Franchisor
456(1)
Basic Considerations
457(3)
The Franchisor Questionnaire
460(1)
The Product Improvement Plan (PIP)
460(3)
Negotiating the Franchise Agreement
463(2)
The Hotel Management Company Relationship
465(14)
Management Companies
465(1)
Origin and Purpose
466(2)
Hotel Management Company Structures
468(2)
The Management Operating Agreement
470(1)
Major Elements
470(1)
Advantages to the Hotel Owner
471(1)
Disadvantages to the Hotel Owner
472(1)
Issues Affecting the GM
473(1)
Managing the Franchise Relationship
474(2)
Managing for a Management Company
476(3)
Hotel Terminology at Work Glossary
479(1)
Issues at Work
479(2)
Purchasing a Hotel
481(29)
Selecting a Property
482(5)
Buying an Existing Property
484(1)
Buying Performance
485(1)
Buying Potential Performance
486(1)
Buying a Property to Be Built
486(1)
Securing Hotel Financing
487(16)
Establishing Property Market Values
490(2)
Applying for the Loan
492(1)
Liability for Repayment
493(1)
Funding Sources
494(9)
Hotel Start-Up
503(5)
Selected Preopening Responsibilities of the GM/Owner
504(3)
Selected Postopening Responsibilities of the GM/Owner
507(1)
Hotel Terminology at Work Glossary
508(1)
Issues at Work
508(2)
Managing in the Global Hotel Industry
510(23)
Managing in the Global Hotel Industry
512(4)
The Hotel Industry Is Global
514(1)
Managing and Living in Another Country
515(1)
Political Environment
515(1)
Economic Issues
515(1)
Cultural Factors
515(1)
Personal Factors in Expatriate Manager's Success
516(2)
Other Factors in Expatriate Manager's Success
518(4)
The Selection Process
519(1)
Transitional Training Programs
520(1)
Before-Arrival Training
520(1)
After-Arrival Training
520(2)
The Expatriate in the New Culture
522(1)
Hotel Employment Concerns
522(1)
Nonwork Factors
522(1)
Case Study: Advice from an Experienced Expatriate Manager
522(2)
And Now the International Assignment Begins!
524(7)
Managing on the Job
524(4)
Details Make a Difference!
528(1)
Communication Is Critical
528(3)
In Conclusion
531(1)
Hotel Terminology at Work Glossary
532(1)
Issues at Work
532(1)
Glossary 533(24)
Photo Credits 557(2)
Index 559


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