Foundations of lodging management / David K. Hayes, Jack D. Ninemeier.

ISBN:

9780131700550

Título:

Autor:

Hayes, David K.

Autor personal:

Hayes, David K.

Información de la publicación:

Upper Saddle River, N.J. : Pearson Prentice Hall, c2006.

Descripción física:

510 p. : ill. ; 26 cm.

Contenido:

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.

Término del tema:

Hospitality industry -- Management.

Autor añadido:

Ninemeier, Jack D.

Formato:

Libros

Acceso electrónico:

Table of contents http://www.loc.gov/catdir/toc/ecip0510/2005008365.html

Fecha de publicación:

2006

WAIT_PUBINFO:

Upper Saddle River, N.J. : Pearson Prentice Hall, c2006.

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Resumen

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.

Notas del autor

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.

Tabla de contenido

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
E-mail	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