Foundations Of Lodging Management

by Hayes, David K.; Ninemeier, Jack D.

• ISBN13: 9780131700550
• ISBN10: 0131700553
• Edition: 1st
• Format: Paperback
• Copyright: 2006-01-01
• Publisher: Prentice Hall

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