1. The hospitality industry : Past, present and future. Introduction -- History of the hospitality industry -- 2. Rating systems and the structure of the hospitality industry. Introduction -- Rating systems -- Classification -- Hotel organisation -- Guests and segments -- 3. Hotel management : Viewed from above. Introduction -- General management -- Other members of the executive team -- The property management system -- 4. The rooms department. Introduction -- A guest's journey -- Reservations -- The front office -- Housekeeping -- 5. The food and beverage department. Introduction -- Types of food and beverage service operations -- The restaurant business -- Restaurant operations -- Room service -- Conference and banqueting -- Hotel bars -- 6. Hospitality human resource management. Introduction -- Human resource management functions -- The importance of human resource management to hospitality managers -- New approaches to organising human resources-- Trends shaping human resource management in the hospitality industry -- Trends in the nature of work -- Recruitment and selection -- Training -- Motivation -- Performance management -- Managing wages and salaries -- Other matters -- 7. Marketing for the hospitality industry. Introduction -- What is marketing? -- Hospitality marketing and sales -- Current trends in hospitality marketing -- Planning and creating service products -- Importance of service employees in sales and marketing -- Digital marketing in the hospitality industry -- 8. Financial control and the accounting department. Introduction -- The accounting function and systems -- Principal financial statements -- Management reports -- Some accounting issues -- Forecasting and budgeting -- 9. Facility engineering and maintenance. Introduction -- Roles and responsibilities -- Types of maintenance -- Hotel energy and water management -- 10. Managing safety and security issues. Introduction-- Safety and security legislation and programmes -- Security systems -- 11. Managing hospitality services. Introduction -- About services -- Hospitality service types -- Managing the service experience -- Downsides -- Hotel types and examples -- 12. Conceiving hospitality processes. Introduction -- Process characteristics and performance objectives -- Service concepts -- 13. Designing hospitality processes. Introduction -- Configuring the processes -- Capacity -- Supply chain management -- 14. Delivering hospitality services. Introduction. Same pool of customers -- Satisfiers and dissatisfiers -- Characteristics of the experience -- Service quality management systems -- Hospitableness -- 15. Managing change in the hospitality industry. Introduction -- Change and organisational culture -- Models of change process -- Resistance to change -- Managing the people side of change -- 16. Managing quality in the hospitality industry. Introduction. Quality management systems and models-- Analystical tools for continuous improvement.