Foundations of lodging management / David K. Hayes, Jack D. Ninemeier.
ISBN:
9780131700550
Title:
Foundations of lodging management / David K. Hayes, Jack D. Ninemeier.
Author:
Hayes, David K.
Personal Author:
Publication Information:
Upper Saddle River, N.J. : Pearson Prentice Hall, c2006.
Physical Description:
510 p. : ill. ; 26 cm.
Contents:
1. Introduction to lodging and travel industries -- 2. The structure of the lodging industry -- 3. Service and hotel management -- 4. The management of lodging -- 5. The hotel team : supervisors and entry-level staff -- 6. The human resources department -- 7. The front office department -- 8. The sales and marketing department -- 9. The accounting department -- 10. The housekeeping department -- 11. The maintenance department -- 12. Food service and meeting management in limited-service settings -- 13. Food and beverage operations : full-service hotels -- 14. Safety and security -- 15. Careers in the lodging industry.
Subject Term:
Added Author:
Format:
Books
Electronic Access:
Table of contents http://www.loc.gov/catdir/toc/ecip0510/2005008365.html
Publication Date:
2006
Publication Information:
Upper Saddle River, N.J. : Pearson Prentice Hall, c2006.
Available:*
Shelf Number | Material Type | Copy | Shelf Location | Status |
---|---|---|---|---|
647.94068 HAY | Week loan | 1 | Standard shelving location | Searching... Unknown |
Bound With These Titles
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Summary
Summary
Written in an easy-to-read style, this text tells readers the basics about how the lodging industry and the hotels in the industry operate. It is designed for junior college or undergraduate courses in hotel management, lodging operations, and hospitality. The text concludes with a chapter detailing alternative careers in the lodging industry.
Author Notes
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 | p. xi |
1 Introduction to Lodging and Travel Industries | p. 1 |
The Early Lodging Industry | p. 3 |
United States Hotel Industry: 1900-2000 | p. 3 |
Segments of the Lodging Industry | p. 3 |
Measuring Hotel Performance | p. 10 |
Travelers and the Travel Industry | p. 13 |
Leisure Travelers | p. 14 |
Business Travelers | p. 14 |
Partners in the Lodging Industry | p. 14 |
Transportation Services | p. 15 |
Travel Agents | p. 18 |
Tour Operators | p. 19 |
Web Site Operators | p. 21 |
Trade Associations | p. 22 |
2 The Structure of the Lodging Industry | p. 26 |
Hotel Owners | p. 27 |
Investors | p. 28 |
Owner/Operators | p. 29 |
Management Companies | p. 30 |
The Role and Structure of Management Companies | p. 30 |
Management Contracts | p. 35 |
Management Company Advantages and Disadvantages | p. 37 |
Franchising and the Lodging Industry | p. 39 |
Hotel Franchisors | p. 39 |
Hotel Franchisees | p. 42 |
Franchise Agreements | p. 44 |
Ownership and Management Alternatives | p. 48 |
Ownership and Operational Challenges | p. 50 |
3 Service and Hotel Management | p. 54 |
Quality Impacts Service | p. 55 |
Service Concerns | p. 56 |
Service Expectations | p. 57 |
Ingredients in a Quality Service System | p. 57 |
Consider the Guests Being Served | p. 58 |
Determine What the Guests Desire | p. 58 |
Develop Procedures to Deliver What Guests Want | p. 60 |
Train and Empower Staff | p. 61 |
Implement Revised Systems | p. 62 |
Evaluate and Modify Service Delivery Systems | p. 62 |
Service and "Moments of Truth" | p. 65 |
Service Delivery by Employees | p. 68 |
Management Tactics for Effective Guest Service | p. 70 |
Recruit and Select Service-Minded Staff | p. 70 |
Provide Effective Orientation and Training | p. 71 |
Supervise with a Service Emphasis | p. 71 |
Empower Staff with Service Authority | p. 72 |
Emphasize Continuous Quality Improvement | p. 72 |
Lodging Property Staff Are Service Professionals | p. 73 |
Benchmark Against the Best: The Ritz-Carlton Hotel Company | p. 75 |
4 The Management of Lodging | p. 81 |
The Role of Managers | p. 82 |
Management Functions | p. 82 |
Management Principles | p. 85 |
Management Science and Art | p. 87 |
Hotel Management Structure | p. 88 |
Larger Hotels | p. 89 |
Smaller Hotels | p. 89 |
The Role of the Hotel General Manager | p. 91 |
Owner Relations | p. 92 |
Staff Development | p. 93 |
Property Management | p. 94 |
Brand Affiliation Management | p. 96 |
Community Relations | p. 98 |
The Role of the General Manager's Supervisor | p. 101 |
Owner/Investor Supervision | p. 101 |
Management Company Supervision | p. 104 |
Brand Supervision | p. 106 |
5 The Hotel Team: Supervisors and Entry-Level Staff | p. 110 |
Importance of Teamwork | p. 111 |
Role of Supervisors | p. 114 |
Responsibilities | p. 115 |
Leadership Styles | p. 116 |
Special Supervisory Concerns | p. 120 |
Communication | p. 120 |
Motivation | p. 122 |
Training | p. 126 |
Coaching | p. 130 |
Effective Working Relationships | p. 131 |
Performance Appraisal Systems | p. 133 |
Employee Discipline | p. 136 |
Role of Entry-Level Employees | p. 138 |
Responsibilities | p. 139 |
Retention | p. 140 |
Career Tracks | p. 143 |
6 The Human Resources Department | p. 147 |
Importance of Human Resources Department | p. 148 |
Background | p. 149 |
Human Resources Priorities | p. 150 |
Human Resources Activities | p. 151 |
Recruitment | p. 151 |
Selection | p. 153 |
Orientation | p. 154 |
Training | p. 156 |
Compensation | p. 158 |
Importance of Compensation | p. 159 |
Fringe Benefits | p. 160 |
Legal Aspects of Human Resources | p. 161 |
Employee Selection | p. 162 |
Employer-Employee Relationships | p. 165 |
Other Workplace Laws | p. 165 |
Employee Safety and Health | p. 170 |
Diversity and Lodging Industry | p. 171 |
Human Resources Challenges | p. 173 |
7 The Front Office Department | p. 177 |
Front Office Responsibilities | p. 178 |
PMS Management | p. 179 |
Guest Services | p. 180 |
Accounting and Data Management | p. 181 |
Forecasting Demand | p. 183 |
The Effect of Demand on ADR | p. 183 |
Estimating Demand | p. 185 |
Use of the PMS in Forecasting Demand | p. 185 |
Establishing Room Rates | p. 188 |
Yield Management | p. 188 |
Transient Rates | p. 190 |
Group Rates | p. 192 |
Reservations | p. 193 |
Hotel Direct Inquiry | p. 193 |
Central Reservation System | p. 195 |
Internet Booking Sites | p. 197 |
Reception and Guest Service | p. 198 |
Pre-arrival | p. 199 |
Arrival and Stay | p. 200 |
Departure | p. 202 |
Guest Accounting | p. 203 |
Data Management | p. 204 |
Night Audit | p. 207 |
8 The Sales and Marketing Department | p. 211 |
The Importance of Sales and Marketing | p. 212 |
Sales and Marketing Activities | p. 215 |
On-Property Activities | p. 218 |
Off-Property Activities | p. 222 |
Hotel Markets | p. 226 |
Transient Travelers | p. 226 |
Group Travelers | p. 229 |
Sales and Marketing Tools | p. 231 |
In-Person Sales Calls | p. 231 |
Print and Direct Mail | p. 233 |
Telephone | p. 234 |
p. 235 | |
Web Sites | p. 236 |
Client-Appreciation Activities | p. 238 |
Evaluation of Sales and Marketing Efforts | p. 239 |
Performance to Sales and Marketing Plan | p. 240 |
STAR Report | p. 241 |
9 The Accounting Department | p. 247 |
On-Property Hotel Accounting | p. 248 |
Centralized Accounting Systems | p. 249 |
Decentralized Accounting Systems | p. 250 |
Budgeting | p. 251 |
Long-Range Budgets | p. 252 |
Annual Budgets | p. 253 |
Monthly Budgets | p. 254 |
Income Control | p. 255 |
Operational Controls | p. 255 |
Cash Control | p. 259 |
Allowances and Adjustments | p. 262 |
Accounts Receivable Control | p. 265 |
Expense Control | p. 269 |
Purchasing and Receiving | p. 270 |
Accounts Payable | p. 271 |
Financial Reporting | p. 274 |
The Income Statement | p. 275 |
Balance Sheet | p. 277 |
The Statement of Cash Flows | p. 280 |
10 The Housekeeping Department | p. 283 |
The Role of Housekeeping | p. 284 |
Areas of Responsibility | p. 284 |
Interactions | p. 286 |
Managing Housekeeping | p. 289 |
Staffing | p. 290 |
Managing Lost and Found | p. 295 |
Safety Training | p. 297 |
Cleaning Responsibilities | p. 299 |
Employee Scheduling | p. 299 |
Guest Room Cleaning | p. 301 |
Laundry Operations | p. 307 |
Laundry Processing | p. 307 |
Guest-Operated Laundry | p. 312 |
"Green" Hotels | p. 314 |
11 The Maintenance Department | p. 318 |
The Role of Maintenance | p. 319 |
Areas of Responsibility | p. 320 |
Interactions | p. 324 |
Managing Maintenance | p. 325 |
Staffing | p. 326 |
Routine Maintenance | p. 327 |
Preventive Maintenance | p. 330 |
Emergency Maintenance | p. 334 |
Managing Utilities | p. 336 |
Electricity | p. 337 |
Natural Gas | p. 341 |
Water | p. 341 |
Managing Waste | p. 342 |
12 Food Service and Meeting Management in Limited-Service Settings | p. 346 |
Range of Food Services | p. 348 |
Breakfast Alternatives | p. 349 |
Other Food Services | p. 351 |
Management of Lobby Food Services | p. 352 |
Menu Planning | p. 352 |
Purchasing | p. 356 |
Receiving and Storing | p. 358 |
Setting Up Breakfast Service | p. 359 |
Maintaining Breakfast Service | p. 360 |
Cleaning Up | p. 362 |
Guests and Lobby Food Services | p. 365 |
Managing Meetings | p. 366 |
Small Meetings Business | p. 366 |
Meeting Procedures | p. 367 |
Meeting Food Services | p. 369 |
13 Food and Beverage Operations: Full-Service Hotels | p. 373 |
Food and Beverage Guests | p. 374 |
Organization of Hotel Food and Beverage Operations | p. 376 |
Small Hotels | p. 376 |
Large Hotels | p. 377 |
Menu Planning | p. 378 |
Guest Concerns | p. 379 |
Operating Concerns | p. 381 |
Food Service Control Points | p. 383 |
Purchasing | p. 383 |
Receiving, Storing, and Issuing | p. 386 |
Serving and Service | p. 387 |
A La Carte Dining | p. 388 |
Getting Ready for Service | p. 388 |
Service Procedures | p. 391 |
Room Service | p. 394 |
Profitability | p. 394 |
Menu Planning | p. 395 |
Operating Issues | p. 396 |
In-Room Service | p. 397 |
Banquet Operations | p. 398 |
Profitability | p. 400 |
Menu Planning | p. 401 |
Banquet Event Orders and Contracts | p. 402 |
Other Banquet Concerns | p. 403 |
14 Safety and Security | p. 409 |
The Importance of Safety | p. 410 |
Legal Liability for Guest and Employee Safety | p. 410 |
Hotel Responsibility for Guest Safety | p. 412 |
Safety Resources | p. 416 |
Internal Resources | p. 417 |
External Resources | p. 422 |
Special Safety-Related Threats | p. 424 |
Swimming Pools | p. 424 |
Spas | p. 425 |
Exercise Facilities | p. 426 |
Parking Areas | p. 426 |
Protecting Property from Security Threats | p. 427 |
Internal Threats | p. 429 |
External Threats | p. 432 |
Area-Specific Threats | p. 433 |
Hotel Crisis-Management Plans | p. 436 |
15 Careers in the Lodging Industry | p. 441 |
Planning Precedes Career Decisions | p. 442 |
Career-Planning Steps | p. 443 |
Assess Personal Interests | p. 443 |
Lodging Industry Career Alternatives | p. 446 |
Independent Hotel or Multi-Unit Organization? | p. 446 |
Large or Small Hotel Company? | p. 450 |
Franchisor or Operating Company? | p. 451 |
Profit or Non-Profit? | p. 452 |
Obtaining the First Professional Position | p. 454 |
Collecting Information | p. 454 |
Important Concerns: Prospective Employers | p. 456 |
Important Concerns: Prospective Employees | p. 457 |
Success in the First Professional Position | p. 457 |
Success Tactics | p. 458 |
First Days at Work | p. 459 |
Ongoing Professional Development | p. 462 |
Entrepreneur or Intrapreneur? | p. 466 |
Definitions | p. 466 |
Why Hotels Fail | p. 467 |
Tactics of Successful Intrapreneurs | p. 468 |
Domestic and Global Hotel Positions | p. 470 |
Working in Another Country | p. 470 |
Success Factors in Global Assignments | p. 472 |
Glossary | p. 479 |
Index | p. 501 |
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