John DewPeter CassTom DuparPeter O'ConnorGabriele Piccoli and Peter O'Connor and Claudio Capaccioli and Roy AlvarezPeter C. AndersonEddystone C. Nebel IIIMark ConklinEddystone C. Nebel III and Ajay GheiBeth G. Chung-Herrera and Cathy A. Enz and Melenie J. LankauEmilio FabicoRobert O. Balmer, CHABob PeckenpaughJames A. BardiGarry DickoverWilliam J. Quain and Stephen M. LeBrutoMario ArnaldoOliver MeinzerNancy SwangerKurt EnglundThomas JonesJohn LagazoDenney G. RutherfordAgnes Lee DeFranco and Susan B. SheridanMelissa DallasJe'anna Abbott and Gil B. FriedMark Beattie and Jacinta GauRobert H. BosselmanDominic ProvenzanoJudy A. Siguaw and Cathy A. EnzRobert W. Strate and Clinton L. RappolePatti J. Shock and John M. StefanelliRich BenningerValentino LucianiNancy SwangerFletch WallerBianca Grohmann and Eric SpangenbergMarta Sinclair and Carl R. SinclairPaul ChappelleMargaret Shaw and Susan V. MorrisLouis B. RichmondRaymond S. SchmidgallRaymond S. Schmidgall and Agnes Lee DeFrancoMichael J. DraegerC. Lee EvansVincent P. Magnini and Earl D. Honeycutt Jr. and Sharon K. HodgeChristian Hardigree and Ellis Norman and Gail Sammons and Vince Eade and William Werner and Robert H. Woods and Cheri YoungCarl D. RiegelSuzanne K. Murrmann and Cherylynn BeckerJ. Bruce Tracey and Arthur E. Nathan

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