1 The Hospitality Industry - Past, Present and Future -- 1.1 Introduction -- 1.2 History of the Hospitality Industry -- Summary -- Questions and assignments for reflection -- 2 Rating Systems and the Structure of the Hospitality Industry -- 2.1 Introduction -- 2.2 Rating systems -- 2.3 Classification -- 2.4 Hotel organisation -- 2.5 Guests and segments -- Summary -- 3 Hotel Management - Viewed from Above -- 3.1 Introduction -- 3.2 General Management -- 3.3 Other members of the Executive Team -- 3.4 The Property Management System -- Summary -- 4 The Rooms Department -- 4.1 Introduction -- 4.2 A guest's journey -- 4.3 Reservations -- 4.4 The Front Office -- 4.5 Housekeeping -- Summary -- 5 The Food and Beverage Department -- 5.1 Introduction -- 5.2 Types of Food and Beverage Service Operations -- 5.3 The restaurant business -- 5.4 Restaurant operations -- 5.5 Room service -- 5.6 Conference and Banqueting -- 5.7 Hotel bars -- Summary -- 6 Hospitality Human Resource Management -- 6.1 Introduction -- 6.2 Human Resource Management functions -- 6.3 The importance of Human Resource Management to hospitality managers -- 6.4 New approaches to organising human resources -- 6.5 Trends shaping human resource management in the hospitality industry -- 6.6 Trends in the nature of work -- 6.7 Recruitment and Selection -- 6.8 Training -- 6.9 Motivation -- 6.10 Performance Management -- 6.11 Managing wages and salaries -- 6.12 Other matters -- Summary.

7 Marketing for the Hospitality Industry -- 7.1 Introduction -- 7.2 What is marketing? -- 7.3 Hospitality marketing and sales -- 7.4 Current trends in hospitality marketing -- 7.5 Planning and creating service products -- 7.6 Importance of service employees in sales and marketing -- 7.7 Digital marketing in the hospitality industry -- Summary -- 8 Financial Control and the Accounting Department -- 8.1 Introduction -- 8.2 The accounting function and systems -- 8.3 Principal financial statements -- 8.4 Management reports -- 8.5 Some accounting issues -- 8.6 Forecasting and budgeting -- Summary -- 9 Facility Engineering and Maintenance -- 9.1 Introduction -- 9.2 Roles and responsibilities -- 9.3 Types of maintenance -- 9.4 Hotel energy and water management -- Summary -- 10 Managing Safety and Security Issues -- 10.1 Introduction -- 10.2 Safety and security legislation and programmes -- 10.3 Security systems -- Summary -- 11 Managing Hospitality Services -- 11.1 Introduction -- 11.2 About services -- 11.3 Hospitality service types -- 11.4 Managing the service experience -- 11.5 Downsides -- 11.6 Hotel types and examples -- Summary -- 12 Conceiving Hospitality Processes -- 12.1 Introduction -- 12.2 Process characteristics and performance objectives -- 12.3 Service concepts -- Summary -- 13 Designing Hospitality Processes -- 13.1 Introduction -- 13.2 Configuring the processes -- 13.3 Capacity -- 13.4 Supply chain management -- Summary.

14 Delivering Hospitality Services -- 14.1 Introduction -- 14.2 Same pool of customers -- 14.3 Satisfiers and dissatisfiers -- 14.4 Characteristics of the experience -- 14.5 Service quality management systems -- 14.6 Hospitableness -- Summary -- 15 Managing Change in the Hospitality Industry -- 15.1 Introduction -- 15.2 Change and organisational culture -- 15.3 Models of change process -- 15.4 Resistance to change -- 15.5 Managing the people side of change -- Summary -- 16 Managing Quality in the Hospitality Industry -- 16.1 Introduction -- 16.2 Quality management systems and models -- 16.3 Analytical tools for continuous improvement -- Summary.