Hotel operations management / David K. Hayes, Ph.D., Panda Professional Hospitality Education and Training, Okemos, Michigan, Jack D. Ninemeier, Ph.D., Professor Emeritus, The School of Hospitality Business, Michigan State University, East Lansing, Michigan, Allisha A. Miller, Panda Professional Hospitality Education and Training, Okemos, Michigan.

Cover image for Hotel operations management / David K. Hayes, Ph.D., Panda Professional Hospitality Education and Training, Okemos, Michigan, Jack D. Ninemeier, Ph.D., Professor Emeritus, The School of Hospitality Business, Michigan State University, East Lansing, Michigan, Allisha A. Miller, Panda Professional Hospitality Education and Training, Okemos, Michigan.

ISBN:

9780134337623

Title:

Author:

Hayes, David K., author.

Personal Author:

Hayes, David K., author.

Edition:

Third edition.

Physical Description:

xix, 595 pages ; 27 cm.

General Note:

Includes index.

Contents:

Machine generated contents note: 1.Overview Of The Hotel Industry -- Lodging Is Part of the Tourism Industry -- Overview of the Tourism Industry -- The Lodging (Hotel) Sector -- Close Look at Lodging Organizations -- Lodging Properties -- Lodging Guests -- Lodging Industry Characteristics -- Hotel Ownership, Management, and Organizational Alternatives -- Who Owns and Manages Hotels? -- Hotel Organizational Structures -- Small Hotels -- Large Hotels -- Mega Hotels -- Hotel Departments -- Line and Staff Departments -- Revenue and Cost Centers -- Current Industry Challenges -- Management and Operating Challenges -- Labor Shortages -- Cost Containment -- Increased Competition -- Legal Aspects of the Labor Force -- Marketing and Sales Challenges -- Technology Challenges -- Economic Challenges -- Professional Lodging Career Opportunities -- Management Positions -- Get Started with Career Planning -- Hotel Terminology -- Your Opinion Counts -- References --

Contents note continued: 2.The Guest Service Imperative -- Guest Service Overview -- Importance of Guest Service -- Emphasis on Service Culture -- Core Values -- Vision -- Mission -- Managers' Role in Quality Service -- Service: The Guests' Perspectives -- Steps to Deliver Quality Guest Service -- Consider the Guests Being Served -- Determine What the Guests Desire -- Develop Procedures to Deliver What the Guests Desire -- Train and Empower Staff -- Implement Revised Systems -- Evaluate and Modify Service Delivery Systems -- Service and Moments of Truth -- Management Tactics for Superior Guest Service -- Remember That Service Is Delivered by Employees -- Managers Cannot Delegate Responsibility for Superior Service -- Managers Must Recruit and Select Service-Minded Staff -- Provide Effective Orientation and Training -- Supervise with a Service Emphasis -- Empower Staff with Service Authority -- Emphasize Continuous Quality Improvement --

Contents note continued: Effective Service Recovery Can "Save the Day" -- Hotel Terminology -- Your Opinion Counts -- 3.The Hotel General Manager -- GM Responsibilities -- Investor Relations -- Executive Committee Facilitation -- Property Management -- Planning -- Organizing -- Staffing/Directing -- Controlling and Evaluating -- Standards Modeling -- Brand Affiliation Management -- Community Relations -- GM Skills Development -- Formal Education -- Two-Year Degree Programs -- Four-Year Degree Programs -- Advanced Degree Programs -- On-Property Training -- Professional Development -- Business Associations -- Professional Trade Associations -- Trade Publications -- GM Job Descriptions -- Select-Service Hotels -- Full-Service Hotels -- Hotel Terminology -- Your Opinion Counts -- Reference -- 4.General Managers Are Leaders -- The GM Sets the Pace -- GMs Manage in Times of Change -- The GM and the Work Environment -- Developing the Organizational Culture -- Core Values -- Vision --

Contents note continued: Mission -- GM's Role in Organizational Culture -- On-Boarding and Off-Boarding Tactics -- On-Boarding and Recruitment -- After-Selection On-Boarding -- Off-Boarding -- Leadership Basics -- Decision-Making -- Factors Affecting Decisions -- Team Decision-Making -- Delegation -- Communication -- Motivation -- Discipline -- The GM and Team Building -- GM Interactions -- GM's Monthly "Diary" -- Employee and Guest Relationships -- Hotel Terminology -- Your Opinion Counts -- 5.Human Resources -- The Role of Human Resources -- Staffing the Human Resources Department -- Legal Aspects of Human Resources -- Employee Selection -- Selection Tools -- Selection Issues -- The Employment Relationship -- The Law in the Workplace -- Sexual Harassment -- Family and Medical Leave Act (FMLA) -- Compensation -- Employee Performance -- Unemployment Issues -- Employment Records -- Human Resources in Action -- Employee Recruitment -- Employee Selection -- Orientation --

Contents note continued: Training -- Performance Evaluation -- Compensation (Salaries and Wages) -- Other Compensation (Benefits) -- Employee Retention -- Termination -- Other Human Resources Activities -- Employee Safety and Health -- Workforce and Work Quality Improvement -- Succession Planning -- Hotel Terminology -- Your Opinion Counts -- 6.Accounting -- The Accounting Function -- Generally Accepted Accounting Principles -- Uniform System of Accounts for the Lodging Industry -- Accounting Systems -- Centralized Accounting Systems -- Decentralized Accounting Systems -- Accounting Tasks -- Revenue Forecasts -- Budgets -- Long-Range Budgets -- Annual Budgets -- Monthly Budgets -- Internal Controls and Reports -- Cash -- Accounts Receivable -- Accounts Payable -- Daily Operating Statistics -- Detailed Room Revenue Statistics -- Financial Statement -- Balance Sheet -- Income Statement -- Statement of Cash Flows -- Audits -- Internal Audits -- External Audits --

Contents note continued: Hotel Terminology -- Your Opinion Counts -- 7.Revenue Management -- The Role of the Revenue Manager -- Revenue Management -- Room-Rate Management -- Revenue Manager and FOM -- Revenue Manager and DOSM -- Revenue Manager, FOM, and DOSM -- Room-Rate Economics -- Traditional Pricing Strategies -- Web-Influenced Pricing Strategies -- Revenue Management Essentials -- Forecasting -- Occupancy Management -- ADR Management -- RevPAR Management -- Yield Management Philosophy -- Yield Management Implementation -- Measures of Effectiveness -- Occupancy Index -- ADR Index -- RevPAR Index -- Distribution Channel Management -- Traditional Distribution Channels -- Current Distribution Channels -- Walk-Ins -- Telephone/Smart Phone Apps -- E-Mail/Traditional Mail -- Global Distribution System -- Central Reservation System -- Specialized Web-Based Distribution Channels -- Maintain Rate Integrity -- Property Website -- Chain Website -- Third-Party Websites --

Contents note continued: Hotel Terminology -- Your Opinion Counts -- References -- 8.Sales And Marketing -- The Role of Sales and Marketing -- In the Hotel -- In the Business Community -- Segmentation of the Sales and Marketing Department -- By Product (or Service) Sold -- By Market -- Corporate -- Leisure -- Long-Term Stay -- SMERF and Others -- By Source -- Drop-Ins -- Meeting Planners -- Travel Agents -- Consortia -- Internet -- Marketing Tasks -- Marketing Plan Development -- Advertising -- Promotions -- Publicity -- Public Relations -- Marketing Activities -- On-Property Activities -- Trace Systems -- Sales Leads/Cold Calling -- Client Appreciation Activities -- Web-Based Activities -- Proprietary Presence -- Third-Party Presence -- Social Media-Oriented Activities -- Evaluating the Sales and Marketing Effort -- The Pace Report -- The Smith Travel Accommodations Report -- Hotel Terminology -- Your Opinion Counts -- References -- 9.The Front Office --

Contents note continued: Overview of the Front Office -- The PMS and Its Management -- Revenue and Reservations Management -- Forecasting Guest Demand for Rooms -- Practicing Revenue Management -- Management of Guest Services -- Accounting for Guests -- Data Management -- Managing Guest Reservations -- Key Reservation Information -- By Reservation Type -- Individual Room Reservations -- Group Room Reservations -- By Delivery Method -- Electronic -- Telephone -- Walk-In -- Managing Guest Services -- Arrival -- Prearrival -- Bell Station -- Valet -- Registration -- Concierge -- Guest Information Security -- Stay and Departure -- Accounting for Guests -- Rooms, Management/Assignment -- Front-Desk Check-In -- Self Check-In -- Bucket Check -- Billing the Folio -- Night Audit -- Checkout -- Data Management and Security -- Guest Payments -- Electronic Locking/Security Systems -- Telephones -- Call Accounting -- Wake-Up Calls -- Voice Mail -- Message on Hold -- House Phones --

Contents note continued: Point of Sale Locations -- In-Room Services and Products -- Back-Office Accounting Systems -- Breach of Data Security -- Hotel Terminology -- Your Opinion Counts -- 10.Housekeeping -- The Role of the Housekeeping Department -- Public Space -- Guest Rooms -- Laundry -- Staffing the Department -- Executive Housekeeper -- Room Inspectors -- Room Attendants -- Additional Housekeeping Staff -- Managing Housekeeping -- Safety -- Equipment and Supplies -- Training -- Employee Scheduling -- Inventory Management -- Lost and Found -- Facility Care and Cleaning -- Public Space Cleaning -- Guest Room Cleaning -- Sleeping Areas -- Bath Areas -- Laundry -- Collecting -- Sorting/Repairing -- Washing -- Drying -- Finishing/Folding -- Storing -- Delivering -- Hotel Terminology -- Your Opinion Counts -- References -- 11.Food And Beverage -- Overview of Hotel Food and Beverage Operations -- Similarities: Hotel and Restaurant Food Services -- Operational Similarities --

Contents note continued: Personnel Requirement Similarities -- Differences: Hotel and Restaurant Food Services -- Marketing-Related Differences -- Other Differences -- Organization of Hotel Food and Beverage Services -- Smaller Hotels -- Larger Hotels -- Hotel A la Carte Dining Operations -- Menu Planning -- Guest Concerns -- Menu Impacts -- A la Carte Service -- Other Hotel Food and Beverage Services -- Room-Service Operations -- Profitability Concerns -- Menu Planning Factors -- Operating Issues -- Within Guest Room Service Issues -- Banquet Operations -- Profit Opportunities -- Menu Planning -- Service Styles -- Beverage Functions -- Labor and Other Charges -- Banquet Room Set-Up -- Banquet Contracts and Billing Policies -- VIP Club Floors and Lounges -- Alcoholic Beverage Operations in Hotels -- Trends in Hotel Food and Beverage Operations -- Trends Affecting the Food and Beverage Industry -- Trends Affecting Hotel Food and Beverage Operations -- Hotel Terminology --

Contents note continued: Your Opinion Counts -- 12.Property Operation And Maintenance -- Role of the POM Department -- Engineering -- Maintenance -- Design and Renovation -- Staffing the POM Department -- Chief Engineer -- Maintenance Assistants -- Managing Maintenance -- Routine Maintenance -- Exterior Maintenance -- Interior Maintenance -- Preventive Maintenance -- Public Space -- Guest Rooms -- Food Service -- Laundry -- Other Equipment -- Emergency Maintenance -- Outsourced Maintenance -- Managing Utilities -- Electricity -- Lighting -- HVAC -- Reducing Electricity Consumption -- Natural Gas -- Water and Wastewater -- Solid Waste -- Managing Sustainability -- Benefits of Sustainability -- Leadership in Energy and Environmental Design Initiatives -- Building Sustainability into Hotel Operations -- Hotel Terminology -- Your Opinion Counts -- Reference -- 13.Personal Safety And Property Security -- Personal Safety -- Legal Liability and Guest/Employee Safety --

Contents note continued: Staffing for Security -- Employee Safety Training -- Local Law Enforcement Agencies -- Safety Resources -- Recodable Locks -- Alarm Systems -- Surveillance Systems -- Emergency Planning -- Disturbances -- Medical Emergencies -- Guest Notification -- Hotel Fires -- Bomb Threats -- Other Emergencies -- Special Safety Issues -- Swimming Pools -- Spas -- Parking Lots -- Documenting Safety Efforts -- OSHA -- Property Security -- Threats to Asset Security -- Internal Threats -- External Threats -- Department-Specific Threats to Asset Security -- Front Office -- Housekeeping -- F&B -- Sales and Marketing -- Property Operation and Maintenance -- Threats to Data Security -- Hotels and Terrorism Threats -- Hotel Terminology -- Your Opinion Counts -- 14.Franchise Agreements And Management Contracts -- The Hotel Franchise Relationship -- Hotel Franchising -- Origin and Structure -- Governmental Regulations Related to Franchises -- The Franchise Agreement --

Contents note continued: Major Elements -- Advantages to the Franchisee -- Advantages to the Franchisor -- Selecting a Franchisor -- Basic Considerations -- The Franchisor Questionnaire -- The Product Improvement Plan -- Negotiating the Franchise Agreement -- The Hotel Management Company Relationship -- Management Companies -- Origin and Purpose -- Hotel Management Company Structures -- The Management Operating Agreement -- Major Elements -- Advantages to the Hotel Owner -- Disadvantages to the Hotel Owner -- Issues Affecting the GM -- Managing the Franchise Relationship -- Managing for a Management Company -- Hotel Terminology -- Your Opinion Counts -- Reference -- 15.Managing In The Global Hotel Industry -- Managing in the Global Hotel Industry -- The Hotel Industry Is Global -- Managing and Living in Another Country -- Governmental Concerns -- Financial Factors -- Cultural Issues -- Personal Factors in Expatriate Manager's Success --

Contents note continued: Other Factors in Expatriate Manager's Success -- Candidate Selection Process -- Transitional Training Programs -- Before-Arrival Training -- After-Arrival Training -- The Expatriate in the New Culture -- Hotel Employment Concerns -- Nonwork Concerns -- And Now the International Assignment Begins! -- Managing on the Job -- Details Make a Difference! -- Communication Is Critical -- In Conclusion -- Hotel Terminology -- Your Opinion Counts.

Subject Term:

Hotel front desk personnel -- Handbooks, manuals, etc.

Hotel management.

Hotel management -- Handbooks, manuals, etc.

Added Author:

Ninemeier, Jack D.,

Miller, Allisha,

Format:

Books

Publication Date:

2016

Publication Information:

Boston :

Pearson,

[2017]

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
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647.94068 HAY	Week loan	2	Standard shelving location	Searching... Unknown
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Summary

Prepare future hotel general managers to efficiently supervise and run a midsize full-service hotel.

Hotel Operations Management provides an up-to-date and comprehensive examination of all aspects of hotel administration from the viewpoint of the hotel general manager. Detailed information addresses the operating departments of a full-service hotel: Human Resources; Controller; The Front Office; Housekeeping; Food and Bevera≥ Safety and Property Security; Sales and Marketing; Accounting; and Facility Engineering and Maintenance. In-depth discussions highlight the importance of human resources in the labor-intensive hotel industry, franchising and contract management of properties in an ever-decreasing "Mom and Pop" segment, and hotel management in a global environment. Updated throughout to ensure that readers have the latest information, the Third Edition also includes new case studies, an entirely new chapter on guest services, and new end-of-chapter questions. This accurate book will give prospective hotel managers insight into all of the procedures effective managers use to ensure their hotel¿'s--and their own--success.

Author Notes

David K. Hayes, Ph.D. has over 35 years of experience in the field of hospitality management and education. Dr. Hayes initiated the hospitality management program at Texas Tech University. He has held faculty positions at Purdue University and the University of Houston's Conrad Hilton College of Hotel Administration; as well as the position of Vice President of the Educational Institute of the American Hotel and Lodging Association (AH&LA). In 2005, Dr. Hayes formed Panda Professionals Hospitality Management and Training, ( www.pandapros.com ); a training resources company that develops customized hospitality education-related computer simulations, print publications, and seminars. Dr. Hayes is a prolific author, having published over a dozen textbooks, including versions translated into Chinese, Portuguese, Croatian and Spanish. In addition to his Ph.D., Dr. Hayes earned the hospitality industry certification of Food Management Professional (FMP) from the National Restaurant Association (NRA) where he has served as a consultant on the ManageFirst program. He also has earned the Certified Food and Beverage Executive (CFBE) and Certified Hospitality Administrator (CHA) designations from the American Hotel and Lodging Association. Dr. Hayes received his Bachelor of Science (BS), and Masters of Science (MS), degrees in Hospitality Management and his Ph.D. degree in Educational Administration from Purdue University, West Lafayette, Indiana.

Dr. Jack Ninemeier is a professor emeritus in TheSchool of Hospitality Business at Michigan State University. His Ph.D. is from the University of Wisconsin, Madison. He holds Master of Science and undergraduate degrees from, respectively, Iowa State University and Southern Illinois University. His experience includes more than thirty years of university teaching at Michigan State University and the University of New Orleans, seven years of service as a state-level administrator of a feeding program serving in excess of 350,000 meals daily, and four years of experience in various positions in commercial foodservice operations. Additionally, he was a Research Consultant for the Educational Institute of the American Hotel & Lodging Association for twelve years. Dr. Ninemeier is the author, co-author, editor, or co-editor of seventy-three books relating to various aspects of foodservice and healthcare management, and he has written numerous articles involving these and related areas.

Allisha A. Miller is a hospitality industry professional specializing in the development of educational and training materials targeting today's technology savvy student. As an experienced lodging industry specialist Ms. Miller held the position of Director of Sales and Marketing for the full-service Clarion Hotel and Conference Center prior to joining Panda Professionals Hospitality Management and Training (PANDA) in 2005 as a project manager.

Preface	p. xiii
In Conclusion	p. xix
1 Overview of the Hotel Industry	p. 1
Lodging Is Part of the Tourism industry	p. 3
Overview of the Tourism Industry	p. 3
The Lodging (Hotel) Sector	p. 5
Close Look at Lodging Organizations	p. 6
Lodging Properties	p. 6
Lodging Guests	p. 6
Lodging Industry Characteristics	p. 8
Hotel Ownership, Management and Organizational Alternative	p. 9
Who Owns and Manages Hotels?	p. 9
Hotel Organizational Structures	p. 11
Small Hotels	p. 12
Large Hotels	p. 12
Mega Hotels	p. 12
Hotel Departments	p. 17
Line and Staff Departments	p. 17
Revenue and Cost Centers	p. 17
Current Industry Challenges	p. 18
Management and Operating Challenges	p. 18
Labor Shortages	p. 18
Cost Containment	p. 19
Increased Competition	p. 20
Legal Aspects of the Labor Force	p. 20
Marketing and Sales Challenges	p. 21
Technology Challenges	p. 23
Economic Challenges	p. 24
Professional Lodging Career Opportunities	p. 25
Management Positions	p. 25
Get Started with Career Planning	p. 25
Hotel Terminology	p. 28
Your Opinion Counts	p. 29
References	p. 29
2 The Guest Service Imperative	p. 30
Guest Service Overview	p. 32
Importance of Guest Service	p. 32
Emphasis on Service Culture	p. 33
Core Values	p. 34
Vision	p. 34
Mission	p. 35
Managers' Role in Quality Service	p. 35
Service: The Guests' Perspectives	p. 36
Steps to Deliver Quality Guest Service	p. 38
Consider the Guests Being Served	p. 39
Determine What the Guests Desire	p. 39
Develop Procedures to Deliver What the Guests Desire	p. 40
Train and Empower Staff	p. 41
Implement Revised Systems	p. 41
Evaluate and Modify Service Delivery Systems	p. 42
Service and Moments of Truth	p. 45
Management Tactics for Superior Guest Service	p. 48
Remember That Service Is Delivered by Employees	p. 48
Managers Cannot Delegate Responsibility for Superior Service	p. 48
Managers Must Recruit and Select Service- Minded Staff	p. 49
Provide Effective Orientation and Training	p. 49
Supervise with a Service Emphasis	p. 50
Empower Staff with Service Authority	p. 50
Emphasize Continuous Quality Improvement	p. 51
Effective Service Recovery Can "Save the Day"	p. 52
Hotel Terminology	p. 54
Your Opinion Counts	p. 54
3 The Hotel General Manager	p. 55
GM Responsibilities	p. 57
Investor Relations	p. 57
Executive Committee Facilitation	p. 58
Property Management	p. 60
Planning	p. 62
Organizing	p. 63
Staffing/Directing	p. 63
Controlling and Evaluating	p. 64
Standards Modeling	p. 65
Brand Affiliation Management	p. 66
Community Relations	p. 67
GM Skills Development	p. 68
Formal Education	p. 69
Two-year Degree Programs	p. 69
Four-Year Degree Programs	p. 70
Advanced Degree Programs	p. 71
On-Property Training	p. 72
Professional Development	p. 72
Business Associations	p. 72
Professional Trade Associations	p. 73
Trade Publications	p. 74
GM Job Descriptions	p. 75
Select-Service Hotels	p. 76
Full-Service Hotels	p. 77
Hotel Terminology	p. 80
Your Opinion Counts	p. 80
Reference	p. 80
4 General Managers are Leaders	p. 81
The GM Sets the Pass	p. 83
GMs Manage in Times of Change	p. 84
The GM and the Work Environment	p. 86
Developing the Organizational Culture	p. 86
Core Values	p. 86
Vision	p. 87
Mission	p. 87
GM's Role in Organizational Culture	p. 88
On-Boarding and Off-Boarding Tactics	p. 90
On-Boarding and Recruitment	p. 91
After-Selection On-Boarding	p. 91
Off-Boarding	p. 92
Leadership Basics	p. 93
Decision-Making	p. 93
Factors Affecting Decisions	p. 94
Team Decision-Making	p. 95
Delegation	p. 96
Communication	p. 97
Motivation	p. 99
Discipline	p. 100
The GM and Team Building	p. 102
GM Interactions	p. 103
GM's Monthly "Diary"	p. 103
Employee and Guest Relationships	p. 105
Hotel Terminology	p. 107
Your Opinion Counts	p. 107
5 Human Resources	p. 108
The Role at Human Resources	p. 110
Staffing the Human Resources Department	p. 112
Legal Aspects of Human Resources	p. 114
Employee Selection	p. 114
Selection Tools	p. 115
Selection issues	p. 117
The Employment Relationship	p. 119
The Law in the Workplace	p. 120
Sexual Harassment	p. 120
Family and Medical Leave
Act (FMLA)	p. 120
Compensation	p. 120
Employee Performance	p. 122
Unemployment Issues	p. 124
Employment Records	p. 125
Human Resources in Action	p. 125
Employee Recruitment	p. 125
Employee Selection	p. 128
Orientation	p. 128
Training	p. 131
Performance Evaluation	p. 132
Compensation (Salaries and Wages)	p. 134
Other Compensation (Benefits)	p. 135
Employee Retention	p. 137
Termination	p. 138
Other Human Resources Activities	p. 140
Employee Safety and Health	p. 140
Workforce and Work Quality Improvement	p. 140
Succession Planning	p. 141
Hotel Terminology	p. 142
Your Opinion Counts	p. 142
6 Accounting	p. 144
The Accounting Function	p. 146
Generally Accepted Accounting
Principles	p. 147
Uniform System of Accounts for the Lodging Industry	p. 148
Accounting Systems	p. 150
Centralized Accounting Systems	p. 150
Decentralized Accounting Systems	p. 151
Accounting Tasks	p. 151
Revenue Forecasts	p. 152
Budgets	p. 153
Long-Range Budgets	p. 154
Annual Budgets	p. 155
Monthly Budgets	p. 155
Internal Controls and Reports	p. 156
Cash	p. 157
Accounts Receivable	p. 160
Accounts Payable	p. 164
Daily Operating Statistics	p. 168
Detailed Room Revenue Statistics	p. 169
Financial Statement	p. 172
Balance Sheet	p. 173
Income Statement	p. 178
Statement of Cash Flows	p. 180
Audits	p. 184
Infernal Audits	p. 184
External Audits	p. 185
Hotel Terminology	p. 186
Your Opinion Counts	p. 187
7 Revenue Management	p. 188
The Role of the Revenue Manager	p. 190
Revenue Management	p. 191
Room-Rate Management	p. 193
Revenue Manager and POM	p. 195
Revenue Manager and DOSM	p. 195
Revenue Manager, FOM, and DOSM	p. 196
Room-Rate Economics	p. 197
Traditional Pricing Strategies	p. 203
Web-Influenced Pricing Strategies	p. 207
Revenue Management Essentials	p. 209
Forecasting	p. 209
Occupancy Management	p. 211
ADR Management	p. 215
RevPAR Management	p. 216
Yield Management Philosophy	p. 217
Yield Management implementation	p. 218
Measures of Effectiveness	p. 220
Occupancy Index	p. 220
ADR Index	p. 222
RevPAR Index	p. 222
Distribution Channel Management	p. 225
Traditional Distribution Channels	p. 226
Current Distribution Channels	p. 231
Walk-ins	p. 232
Telephone/Smart Phone Apps	p. 233
E-Mail/Traditional Mail	p. 234
Global Distribution System	p. 235
Central Reservation System	p. 236
Specialized Web-Based Distribution Channels	p. 236
Maintain Rate Integrity	p. 238
Property Website	p. 239
Chain Website	p. 240
Third-Party Websites	p. 240
Hotel Terminology	p. 244
Your Opinion Counts	p. 245
References	p. 245
8 Sales and Marketing	p. 246
The Role of Sales and Marketing	p. 248
In the Hotel	p. 250
In the Business Community	p. 251
Segmentation of the Sales and Marketing Department	p. 253
By Product (or Service) Sold	p. 253
By Market	p. 254
Corporate	p. 254
Leisure	p. 254
Long-Term Stay	p. 255
SMERF and Others	p. 256
By Source	p. 256
Drop-ins	p. 257
Meeting Planners	p. 257
Travel Agents	p. 257
Consortia	p. 258
Internet	p. 259
Marketing Tasks	p. 259
Marketing Plan Development	p. 260
Advertising	p. 261
Promotions	p. 261
Publicity	p. 262
Public Relations	p. 262
Marketing Activities	p. 263
On-Property Activities	p. 263
Trace Systems	p. 268
Sales Leads/Cold Calling	p. 269
Client Appreciation Activities	p. 270
Web-Based Activities	p. 270
Proprietary Presence	p. 271
Third-Party Presence	p. 273
Social Media-Oriented Activities	p. 274
Evaluating the Sales and Marketing Effort	p. 277
The Pace Report	p. 278
The Smith Travel Accommodations Report	p. 281
Hotel Terminology	p. 286
Your Opinion Counts	p. 286
References	p. 287
9 The Front Office	p. 288
Overview of the Front Office	p. 290
The PMS and Its Management	p. 293
Revenue and Reservations Management	p. 296
Forecasting Guest Demand for Rooms	p. 296
Practicing Revenue Management	p. 299
Management of Guest Services	p. 300
Accounting for Guests	p. 301
Data Management	p. 301
Managing Guest Reservations	p. 302
Key Reservation Information	p. 302
By Reservation Type	p. 307
Individual Room Reservations	p. 307
Group Room Reservations SOS
By Delivery Method	p. 309
Electronic	p. 309
Telephone	p. 314
Walk-in	p. 316
Managing Guest Services	p. 317
Arrival	p. 317
Prearrival	p. 317
Bell Station	p. 318
Valet	p. 319
Registration	p. 319
Concierge	p. 321
Guest Information Security	p. 321
Stay and Departure	p. 323
Accounting for Guests	p. 323
Rooms, Management/Assignment	p. 324
Front-Desk Check-In	p. 324
Self Check-In	p. 324
Bucket Check	p. 325
Billing the Folio	p. 325
Night Audit	p. 326
Checkout	p. 327
Data Management and Security	p. 328
Guest Payments	p. 328
Electronic Locking/Security Systems	p. 329
Telephones	p. 330
Call Accounting	p. 331
Wake-Up Calls	p. 331
Voice Mail	p. 331
Message on Hold	p. 332
House Phones	p. 332
Point of Sale Locations	p. 332
In-Room Services and Products	p. 333
Back-Office Accounting Systems	p. 334
Breach of Data Security	p. 335
Hotel Terminology	p. 336
Your Opinion Counts	p. 336
10 Housekeeping	p. 338
The Role of the Housekeeping Department	p. 340
Public Space	p. 341
Guest Rooms	p. 342
Laundry	p. 345
Staffing the Department	p. 346
Executive Housekeeper	p. 347
Room Inspectors	p. 347
Room Attendants	p. 348
Additional Housekeeping Staff	p. 349
Managing Housekeeping	p. 350
Safety	p. 350
Equipment and Supplies	p. 351
Training	p. 352
Employee Scheduling	p. 353
Inventory Management	p. 356
Lost and Found	p. 358
Facility Care and Cleaning	p. 360
Public Space Cleaning	p. 360
Guest Room Cleaning	p. 360
Sleeping Areas	p. 362
Bath Areas	p. 364
Laundry	p. 364
Collecting	p. 366
Sorting/Repairing	p. 366
Washing	p. 367
Drying	p. 367
Finishing/Folding	p. 368
Storing	p. 369
Delivering	p. 369
Hotel Terminology	p. 371
Your Opinion Counts	p. 371
References	p. 372
11 Food and Beverage	p. 373
Overview of Hotel Food and Beverage Operations	p. 375
Similarities: Hotel and Restaurant Food Services	p. 376
Operational Similarities	p. 377
Personnel Requirement Similarities	p. 379
Differences: Hotel and Restaurant Food Services	p. 380
Marketing-Related Differences	p. 381
Other Differences	p. 383
Organization of Hotel Food and Beverage Services	p. 385
Smaller Hotels	p. 385
Larger Hotels	p. 386
Hotel À la Carte Dining Operations	p. 387
Menu Planning	p. 387
Guest Concerns	p. 388
Menu Impacts	p. 389
À la Carte Service	p. 390
Other Hotel Food and Baverage Services	p. 393
Room-Service Operations	p. 393
Profitability Concerns	p. 393
Menu Planning Factors	p. 394
Operating Issues	p. 395
Within Guest Room Service Issues	p. 396
Banquet Operations	p. 398
Profit Opportunities	p. 399
Menu Planning	p. 400
Service Styles	p. 402
Beverage Functions	p. 403
Labor and Other Charges	p. 404
Banquet Room Set-Up	p. 405
Banquet Contracts and Billing Policies	p. 405
VIP Club Floors and Lounges	p. 408
Alcoholic Beverage Operations in Hotels	p. 409
Trends in Hotel Food and Beverage Operations	p. 411
Trends Affecting the Food and Beverage Industry	p. 411
Trends Affecting Hotel Food and Beverage Operations	p. 413
Hotel Terminology	p. 413
Your Opinion Counts	p. 414
12 Property Operation and Maintenance	p. 415
Role of the POM Department	p. 417
Engineering	p. 418
Maintenance	p. 419
Design and Renovation	p. 420
Staffing the POM Department	p. 423
Chief Engineer	p. 423
Maintenance Assistants	p. 423
Managing Maintenance	p. 425
Routine Maintenance	p. 426
Exterior Maintenance	p. 426
Interior Maintenance	p. 426
Preventive Maintenance	p. 429
Public Space	p. 430
Guest Rooms	p. 431
Food Service	p. 431
Laundry	p. 433
Other Equipment	p. 433
Emergency Maintenance	p. 433
Outsourced Maintenance	p. 434
Managing Utilities	p. 437
Electricity	p. 437
Lighting	p. 438
HVAC	p. 441
Reducing Electricity Consumption	p. 443
Natural Gas	p. 444
Water and Wastewater	p. 445
Solid Waste	p. 447
Managing Sustainability	p. 448
Benefits of Sustainability	p. 448
Leadership in Energy and Environmental Design Initiatives	p. 449
Building Sustainability into Hotel Operations	p. 450
Hotel Terminology	p. 452
Your Opinion Counts	p. 452
Reference	p. 453
13 Personal Safety and Property Security	p. 454
Personal Safety	p. 456
Legal Liability and Guest/Employee Safety	p. 456
Staffing for Security	p. 458
Employee Safety Training	p. 459
Local Law Enforcement Agencies	p. 460
Safety Resources	p. 460
Recodable Locks	p. 460
Alarm Systems	p. 462
Surveillance Systems	p. 463
Emergency Planning	p. 464
Disturbances	p. 466
Medical Emergencies	p. 466
Guest Notification	p. 467
Hotel Fires	p. 469
Bomb Threats	p. 470
Other Emergencies	p. 471
Special Safety Issues	p. 473
Swimming Pools	p. 473
Spas	p. 473
Parking Lois	p. 474
Documenting Safety Efforts	p. 475
OSHA	p. 477
Property Security	p. 479
Threats to Asset Security	p. 479
Internal Threats	p. 479
External Threats	p. 482
Department-Specific Threats to Asset Security	p. 484
Front Office	p. 484
Housekeeping	p. 484
F&B	p. 485
Sales and Marketing	p. 486
Property Operation and Maintenance	p. 486
Threats to Data Security	p. 487
Hotels and Terrorism Threats	p. 488
Hotel Terminology	p. 491
Your Opinion Counts	p. 491
14 Franchise Agreements and Management Contracts	p. 492
The Hotel Franchise Relationship	p. 494
Hotel Franchising	p. 494
Origin and Structure	p. 495
Governmental Regulations Related to Franchises	p. 499
The Franchise Agreement	p. 501
Major Elements	p. 501
Advantages to the franchisee	p. 504
Advantages to the franchisor	p. 504
Selecting a Franchisor	p. 505
Basic Considerations	p. 506
The Franchisor Questionnaire	p. 509
The Product Improvement Plan	p. 511
Negotiating the Franchise Agreement	p. 512
The Hotel Management Company Relationship	p. 514
Management Companies	p. 514
Origin and purpose	p. 515
Hotel Management Company Structures	p. 517
The Management Operating Agreement	p. 519
Major Elements	p. 519
Advantages to the Hotel Owner	p. 520
Disadvantages to the Hotel Owners	p. 521
Issues Affecting the GM	p. 522
Managing the Franchise Relationship	p. 522
Managing for a Management Company	p. 525
Hotel Terminology	p. 528
Your Opinion Counts	p. 528
Reference	p. 529
15 Managing in the Global Hotel Industry	p. 530
Managing in the Global Hotel Industry	p. 532
The Hotel Industry Is Global	p. 532
Managing and Living in Another Country	p. 535
Governmental Concerns	p. 535
Financial Factors	p. 536
Cultural Issues	p. 536
Personal Factors in Expatriate Manager's Success	p. 538
Other Factors in Expatriate Manager's Success	p. 539
Candidate Selection Process	p. 540
Transitional Training Programs	p. 541
Before-Arrival Framing	p. 541
After-Arrival Training	p. 543
The Expatriate in the New Culture	p. 543
Hotel Employment Concerns	p. 543
Network Concerns	p. 543
And Now the International Assignment
Managing on the Job	p. 544
Details Make a Difference!	p. 548
Communication Is Critical	p. 549
In Conclusion	p. 552
Hotel Terminology	p. 552
Your Opinion Counts	p. 552
Glossary	p. 554
Index	p. 580

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