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9780131129931

Managing The Lodging Operation

by
  • ISBN13:

    9780131129931

  • ISBN10:

    0131129937

  • Edition: 1st
  • Format: Paperback
  • Copyright: 2005-02-09
  • Publisher: Pearson
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List Price: $146.40

Summary

Using an understandable, reader-friendly writing style to provide comprehensive coverage, this book focuses on an industry-oriented description of the skills and knowledge necessary to successfully run a hotel. The various elements of the book are applicable to all operating departments in a lodging operation, though viewed from the perspective of a General Manager. Emphasis on financial responsibility is evident throughout the bookrs"s theoretical model of how to manage a hotel, research-based presentation of what General Managers actually do, and explanation of how to become profitable through the delivery of service and quality.Chapter topics cover managing supply and demand, improving employee performance, increasing income, revenue and cost management, improving productivity, managing customer service, and managing quality.For individuals interested in the field of hotel management, and for hotel managers who aspire to become General Managers.

Table of Contents

Preface xiii
Acknowledgments xvii
Chapter 1 INTRODUCTION: HOW TO MANAGE A HOTEL 1(12)
The Role of Hotels
2(1)
How to Manage a Hotel
3(2)
Protecting Assets
5(1)
Managing Supply and Demand
6(1)
Improving Employee Performance
7(1)
Increasing Income
7(1)
Improving Productivity
8(1)
Managing Customer Service
8(1)
Managing Quality
9(1)
Summary
9(1)
Discussion Questions
10(1)
Suggested Activities
10(1)
Endnotes
10(3)
Chapter 2 PROTECTING THE ASSETS: GUESTS, EMPLOYEES, STRUCTURE, AND CONTENTS 13(32)
The Security Department
14(5)
Quick Stay 2.1 Safety, Security, and the Manager on Duty
15(4)
Court-Mandated Security Standards
19(14)
Quick Stay 2.2 Electronic Locks
22(9)
Quick Stay 2.3 Training Casino Personnel
31(2)
Risk Management
33(3)
Quick Stay 2.4 Security Post-September 11
34(2)
Emergencies
36(5)
Quick Stay 2.5 Hotel Security Survey 2002
37(4)
Summary
41(1)
Discussion Questions
41(1)
Suggested Activities
42(1)
Endnotes
42(3)
Chapter 3 PROTECTING THE ASSETS: FINANCIAL CONTROLS 45(32)
Controller: Role and Functions
46(2)
Financial Statements
48(15)
Quick Stay 3.1 Income Statements
48(2)
Quick Stay 3.2 Finance of European Hotels
50(6)
Quick Stay 3.3 Hotel Benchmarking
56(6)
Quick Stay 3.4 How Hotels Make Money
62(1)
Budgets
63(9)
Quick Stay 3.5 Why Hotels Can Fail
69(3)
Internal Control
72(2)
Summary
74(1)
Discussion Questions
74(1)
Suggested Activities
74(1)
Endnotes
74(3)
Chapter 4 MANAGING SUPPLY AND DEMAND 77(36)
Introduction
78(1)
Demand and Supply
78(11)
Quick Stay 4.1 Specialized Suites to Meet the Demands of the Vacationing Family
79(3)
Quick Stay 4.2 "24-Hour" Check-in and Check-out
82(3)
Quick Stay 4.3 Meeting Trends: 2003
85(4)
Marketing
89(2)
Developing a Marketing Plan
91(18)
Quick Stay 4.4 A Guest-History Program
93(3)
Quick Stay 4.5 Segmentation Strategies
96(3)
Quick Stay 4.6 Positioning Statement
99(6)
Quick Stay 4.7 Hotel Booking Sites
105(3)
Quick Stay 4.8 Increasing Leisure Stays from Convention and Meeting Guests
108(1)
Summary
109(1)
Discussion Questions
110(1)
Suggested Activities
110(1)
Endnotes
110(3)
Chapter 5 IMPROVING EMPLOYEE PERFORMANCE 113(34)
Improving Employee Performance
114(1)
First, Break All the Rules
115(1)
Organizational Climate
116(5)
Dimensions of Climate and Management Strategy
121(21)
Quick Stay 5.1 Organizational Climate
122(7)
Quick Stay 5.2 MBO
129(5)
Quick Stay 5.3 Job Redesign
134(3)
Quick Stay 5.4 Positive Reinforcement
137(3)
Quick Stay 5.5 Teamwork
140(2)
Summary
142(1)
Discussion Questions
143(1)
Suggested Activities
144(1)
Endnotes
144(3)
Chapter 6 INCREASING INCOME: REVENUE MANAGEMENT 147(28)
Revenue Management
148(4)
Quick Stay 6.1 Increased Revenue and Reduced Expenses: Which Is Key?
150(1)
Quick Stay 6.2 Underachieving Hotels
151(1)
Yield Management
152(13)
Quick Stay 6.3 GOPPAR and REVPAR
156(8)
Quick Stay 6.4 Maximizing Profitability by Managing the Sales Mix
164(1)
Internal Marketing and Sales
165(6)
Quick Stay 6.5 Creative Mini-bar Items
170(1)
Overbooking
171(1)
Summary
171(1)
Discussion Questions
172(1)
Suggested Activities
172(1)
Endnotes
172(3)
Chapter 7 INCREASING INCOME: COST MANAGEMENT 175(26)
Introduction
176(1)
Cost Reduction to Increase Income
176(1)
Hospitality Facility Costs
177(5)
Impact of Design on Management
182(3)
Quick Stay 7.1 Energy-Management Systems
183(2)
Controlling Maintenance Costs
185(1)
Energy Management
186(3)
Quick Stay 7.2 Comprehensive Environmental Management
188(1)
Energy Management Program
189(2)
Quick Stay 7.3 Waste Reduction and Energy Management
190(1)
Cost Control-Inventory
191(6)
Quick Stay 7.4 How to Control China and Glass Inventory
194(2)
Quick Stay 7.5 Technology and Laundry Efficiency
196(1)
Summary
197(1)
Discussion Questions
197(1)
Suggested Activities
197(1)
Endnotes
198(3)
Chapter 8 IMPROVING PRODUCTIVITY 201(30)
Productivity: The Basics
202(3)
Improving Productivity
205(1)
Improving Productivity Through Workplace Design
205(4)
Improving Productivity Through Work Processes
209(5)
Quick Stay 8.1 Guest Check-in on the Shuttle Bus
209(4)
Quick Stay 8.2 Mobile Shop
213(1)
Improving Productivity Through Employee Scheduling
214(15)
Quick Stay 8.3 Self-Directed Housekeeping Teams
217(3)
Quick Stay 8.4 Preventative Maintenance Time Frames
220(3)
Quick Stay 8.5 Improving Productivity Through Technology
223(6)
Summary
229(1)
Discussion Questions
229(1)
Suggested Activities
229(1)
Endnotes
229(2)
Chapter 9 MANAGING CUSTOMER SERVICE 231(30)
The Service Encounter
232(1)
Service Gaps
233(24)
Quick Stay 9.1 Hyatt Hotels Corporation Survey-Based Guest Satisfaction Program
234(8)
Quick Stay 9.2 The Boulders Cornerstone Program: Developing a Service Culture
242(8)
Quick Stay 9.3 Cincinnati Marriott Northeast-"We Are...Northeast!"
250(7)
Quick Stay 9.4 "The Way Every Hotel Ought to Run"
257(1)
A Strategic Approach
257(1)
Summary
258(1)
Discussion Questions
258(1)
Suggested Activities
258(1)
Endnotes
258(3)
Chapter 10 MANAGING QUALITY 261(32)
Introduction
262(1)
Is There a Problem?
262(4)
Quick Stay 10.1 Survey Validity
263(2)
Quick Stay 10.2 Gathering Guest Feedback
265(1)
The Cost of Errors
266(3)
Malcolm Baldrige National Quality Award Program
269(21)
Quick Stay 10.3 The 15-Minute Guarantee
276(4)
Quick Stay 10.4 Unconditional Guarantee
280(4)
Quick Stay 10.5 Quality Service Program for Employees
284(4)
Quick Stay 10.6 The Road to Five Diamonds
288(2)
Summary
290(1)
Discussion Questions
291(1)
Suggested Activities
291(1)
Endnotes
291(2)
Postscript 293(4)
Glossary 297(12)
Index 309

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