Table of contents for Hotel and lodging management : an introduction / Alan T. Stutts, James Wortman.

Bibliographic record and links to related information available from the Library of Congress catalog.

Note: Contents data are machine generated based on pre-publication provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.


Counter
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.