Publisher description http://www.loc.gov/catdir/enhancements/fy0622/2005011811-d.html
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Summary
Summary
This Fourth Edition helps readers develop the wide-ranging knowledge and analytical skills they need to succeed in today's burgeoning and dynamic hotel industry. This comprehensive volume encourages critical thinking by providing different points of view through contributions from sixty leading industry professionals and academics. Within a coherent theoretical structure, this updated edition enables readers to formulate their own ideas and solutions.
Author Notes
Denney Rutherford is the Ivar B. Haglund Distinguished Professor of Hotel and Restaurant Administration in Washington State University's College of Business and Economics. He is heavily involved in the Educational Insitute of the American Hotel and Motel Association, as well as Council on Hotel and Restaurant Institutional Education.
Michael J. O'Fallon , PhD, teaches in the Hospitality and Tourism Management Department in the College of Business at James Madison University.
Table of Contents
Preface | p. xi |
Contributors | p. xiii |
Acknowledgments | p. xvii |
Chapter 1 Overview | p. 1 |
1.1 Introduction | p. 1 |
1.2 The Hotel Development Process | p. 5 |
1.3 How Well Does the Branded Distribution Company Allow Independent Hotels to Compete with the Chains? | p. 14 |
1.4 The Art and Science of Opening a Hotel | p. 21 |
1.5 On-line Pricing: An Analysis of Hotel-Company Practices | p. 26 |
1.6 Customer Relationship Management-A Driver for Change in the Structure of the U.S. Lodging Industry | p. 36 |
1.7 Spas and the Lodging Industry | p. 50 |
References | p. 67 |
Suggested Readings | p. 68 |
Source Notes | p. 68 |
Chapter 2 Organization | p. 69 |
2.1 Introduction | p. 69 |
2.2 Organizational Design | p. 73 |
2.3 As I See It: Hotel Organization Structure | p. 86 |
References | p. 88 |
Suggested Readings | p. 88 |
Source Notes | p. 88 |
Chapter 3 General Managers: A View at the Top | p. 89 |
3.1 Introduction | p. 89 |
3.2 A Conceptual Framework of the Hotel General Manager's Job | p. 91 |
3.3 Grooming Future Hospitality Leaders: A Competencies Model | p. 101 |
3.4 As I See It: What I Do | p. 111 |
3.5 A Day in the Life of a Hilton Hotel General Manager | p. 113 |
3.6 A Day in the General Manager's Life | p. 115 |
3.7 Mini Case: Sunset Hotels and Suites | p. 118 |
References | p. 118 |
Suggested Readings | p. 120 |
Source Notes | p. 120 |
Chapter 4 Operations: Rooms | p. 121 |
4.1 Introduction | p. 121 |
4.2 The Electrifying Job of the Front Office Manager | p. 124 |
4.3 A Day in the Life of the Front Office Manager | p. 127 |
4.4 Yield Management: Choosing the Most Profitable Reservations | p. 131 |
4.5 Concierge (cone-see-air-j) | p. 143 |
4.6 As I See It: Management of the Front Office | p. 149 |
4.7 Mini Case: The New FOM | p. 161 |
4.8 To Change or Not to Change: A Case Study at the Front Desk | p. 162 |
References | p. 163 |
Suggested Readings | p. 164 |
Source Notes | p. 164 |
Chapter 5 Operations: Housekeeping, Engineering, and Security | p. 167 |
5.1 Introduction | p. 167 |
5.2 A Day in the Life of a Director of Rooms | p. 173 |
5.3 Housekeeping Organizations: Their History, Purpose, Structures, and Personnel | p. 175 |
5.4 On Being an Executive Housekeeper | p. 188 |
5.5 The Hotel Engineering Function: Organization, People, and Issues in the Modern Era | p. 191 |
5.6 The Engineering Department and Financial Information | p. 199 |
5.7 The Legal Environment of Lodging Operations | p. 205 |
5.8 Asphalt Jungle | p. 217 |
5.9 Workplace Violence in Hotels | p. 227 |
5.10 Case Study: Housekeeping, Engineering, and Security | p. 230 |
References | p. 231 |
Suggested Readings | p. 233 |
Source Notes | p. 234 |
Chapter 6 Food and Beverage Division | p. 235 |
6.1 Introduction | p. 235 |
6.2 Managing Food and Beverage Operations in Lodging Organizations | p. 239 |
6.3 As I See It: Hotel Director of Food and Beverage | p. 251 |
6.4 Best Practices in Food and Beverage Management | p. 253 |
6.5 Strategic Alliances Between Hotels and Restaurants | p. 265 |
6.6 Contemporary Hotel Catering | p. 282 |
6.7 A Day in the Life of an Executive Director of Catering Sales and Convention Services | p. 287 |
6.8 The Organization and Management of Hotel Beverage Operations | p. 291 |
6.9 Case Study: Crisis in the Food Court | p. 298 |
6.10 Case Study: Outside the Box in the Food and Beverage Division | p. 299 |
References | p. 300 |
Suggested Readings | p. 301 |
Source Notes | p. 302 |
Chapter 7 Marketing and Associated Activities | p. 303 |
7.1 Introduction | p. 303 |
7.2 Building Market Leadership: Marketing as Process | p. 305 |
7.3 Consumer Decision Rules and Implications for Hotel Choice | p. 321 |
7.4 Hotel Pricing | p. 334 |
7.5 A Day in the Life of a Regional Revenue Manager | p. 345 |
7.6 Hotel Sales Organization and Operations | p. 348 |
7.7 Putting the Public in Public Relations: The Case of the Seattle Sheraton Hotel and Towers | p. 353 |
7.8 Mini Case: Revamping the Marketing Research Department | p. 360 |
References | p. 361 |
Suggested Readings | p. 362 |
Source Notes | p. 362 |
Chapter 8 Financial Control and Information Management | p. 365 |
8.1 Introduction | p. 365 |
8.2 The Lodging Chief Financial Executive | p. 368 |
8.3 Budgeting and Forecasting: Current Practice in the Lodging Industry | p. 377 |
8.4 As I See It: The Hotel Controller | p. 387 |
8.5 The Hotel Purchasing Function | p. 391 |
8.6 Data Mining for Hotel Firms: Use and Limitations | p. 399 |
References | p. 412 |
Suggested Readings | p. 414 |
Source Notes | p. 414 |
Chapter 9 Human Resources Policy Management | p. 415 |
9.1 Introduction | p. 415 |
9.2 Driving Hospitality Into the Future | p. 417 |
9.3 The Causes and Consequences of Turnover in the Hospitality Industry | p. 429 |
9.4 Current Issues in Hospitality Employment Law | p. 436 |
9.5 The Strategic and Operational Roles of Human Resources-An Emerging Model | p. 446 |
References | p. 457 |
Index | p. 461 |