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CONTENTS Preface Introduction Chapter 1 Growth and Development of the Lodging Industry Travel and Tourism The History of Lodging Growth and Development Box 1-1 Kemmons Wilson's Holiday Inn Innovations in Lodging Management Lodging Industry Classification Quality of Facilities and Services Target Market Comparative Statistics Types of Services Provided Appendix 1-1 AAA Lodging Classifications Summary References Review Questions Activities Chapter 2 Organizational Structure Overview of Organizational Design Job Specialization The Organization of a Lodging Establishment Rooms Department Food and Beverage Department Marketing and Sales Department Human Resources Department Accounting Department General Manager Resident Manager Patterns of Authority Span of Control The Pros and Cons of Functional Organization Design Meetings and Committees Box 2-1 Conrad N. Hilton The Hotel Staffing System Career Paths and Opportunities Summary References Review Questions Activities Chapter 3 The Front Office Organization Reservations Reservations Department Staff Future Room Availability Reservation Sources Other Reservation Sources Box 3-1 J. Willard Marriott Convention or Group Reservations Guaranteed Reservations Reservation Processing Reservation Revisions Registration Registration Department Staff Arrivals Group Arrivals Mail, Messages, and Information Overbooking Guest Services Guest Services Staff Telecommunications Night Audit Checkout Settlement Room Status Change Preparation of Guest History Guest Relations Appendix 3-1 Projecting Hotel Occupancy, Establishing Room Rates, and REVPAR Summary References Review Questions Activities Chapter 4 Housekeeping Box 4-1 Curtis Leroy Carlson Housekeeping Staff Executive Housekeeper Assistant Housekeeper Inspector Houseman Laundry Supervisor Guest Room Attendants Runners Linen Room Supervisor and Attendants Scheduling Turnover Guest Room Cleaning Public Area Cleaning Inventory and Control Employee Safety Responsibility, Reputation, and Quality of Service Economics Accident Prevention Appendix 4-1 Sample Housekeeping Routines Summary References Review Questions Activities Chapter 5 The Marketing and Sales Department The Marketing and Sales Department The Sales Staff Characteristics of a Successful Sales Department The Telephone Survey The Sales Call Convention Bookings Marketing Related Functions Box 5-1 Eric M. Hilton Advertising Brochures and Collateral Materials Database Marketing Packaging Promotions Public Relations Revenue and Rate Management Summary References Review Questions Activities Chapter 6 Human Resource Management What It Is and What It Is About Environment Legal environment Laws against discrimination Affirmative action Laws relating to insurance-type programs Laws relating to pay Laws relating to permission to work Company environment Work environment Work and People Analysis of work Job descriptions Recruiting and selecting employees Matching and training Motivating and paying Relationships Employee relations Labor relations Other issues Workplace diversity Globalization Alternative forms of employment Summary References Review Questions Activities Chapter 7 Hotel Food and Beverage Introduction to Hotel Food and Beverage Fun and Excitement Opportunity and Growth Box 7-1 Lord Charles Forte Challenge Dynamic Creative Team Building The Operational Areas of the Food and Beverage Department Restaurants Room Service Beverage Banquets Food Production The Management of Hotel Food and Beverage Food Production Management Restaurant Management Beverage Management Catering Management The Director of Food and Beverage Summary References Review Questions Activities Chapter 8 Loss Prevention and Security Loss Prevention Guest Room Safety Safety in Public Areas Safety in Banquet Areas Swimming Pool Safety Loss Prevention Committee Hotel Inspection Accident Investigation The Security Department Director of Security Security Planning Emergency Plans Box 8-1 Gerard Ferdinand Pélisson and Paul Jean-Marie Dubrule Appendix 8-1 Hotel Security Audit Summary References Review Questions Activities Chapter 9 The General Manager Operational Control, Organizational Development, and Business Maintenance Box 9-1 Ellsworth Statler Total Quality Management The Importance of Communication The Development of a Performance Culture Appendix 12-1 A Day in the Life of a General Manager Chapter 10 Yield Management Introduction Fundamentals Market Segmentation Demand and Booking Patterns Pricing Knowledge Integrated Information Responsibility Mathematics Ways To Achieve Yield Management Rate Controls Availability Controls Allocation Controls Box 10-1 Stephen F. Bollenbach Summary References Review Questions Activities Chapter 11 Management Contracts and Franchise Agreements Management Contracts Advantages of the Management Contract Disadvantages of the Management Contract Types of Management Companies Selection of a Management Company Management Contract Fees Other Agreements Included in the Management Contract Focus In The New Century Franchise Agreements Franchise Operating Procedures Franchise Technical Assistance Box 11-1 Howard Johnson Marketing a Franchise Advantages of a Franchise Disadvantages of a Franchise Franchise Fees Franchise Financing Other Stipulations of the Franchise Agreement Franchise Selection Appendix 11-1 Sample Draft of a Franchise Agreement Summary References Review Questions Activities Chapter 12 Time-Share and Vacation Ownership History of the Time-Share Industry Box 12-1 J.W. Marriott, Jr. Resort Sales and Financing Target Market Sales Financing Resort Amenities and Fees Amenities Fees Management of a Vacation Resort Rules and Regulations of Vacation Ownership Summary References Review Questions Activities Chapter 13 Resorts, Theme Lodging, and Special Lodging Environments Recreation and Leisure Activities Leisure and Recreation Customers Leisure Activities Activity-based Lodging Themed Lodging Historically Themed Lodging Eco-tourism Casino Resorts Box 13-1 Barron Hilton Cultural Lodging Opportunities Leisure-Only Facilities Senior Living Unique Facilities Other Types of Nontraditional Lodging Summary References Review Questions Activities
Library of Congress Subject Headings for this publication:
Hospitality industry -- Management.