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Contents Foreword and Preface 00 1 The Hotel Industry: Overview and Professional Career Opportunities 0 00 Lodging Is Part of the Tourism Industry 00 The Tourism Industry 00 Lodging (Hotel) Sector 00 A Brief History of Hotels 00 Close Look at Lodging Organizations 00 Typical Lodging Guests 00 Lodging Industry Characteristics 00 Lodging Industry Overview 00 Largest Hotel Affiliations World's Best Hotels Hotel Ownership and Management Hotel Organizational Structures 00 Small Hotel Large Hotel Mega Hotel Hotel Departments 00 Line and Staff Departments Revenue and Cost Centers Lodging Is a Service Business 00 Current Issues Confronting Hoteliers 00 Operating Issues 00 Marketing Issues 00 Technological Issues 00 Economic Issues 00 Professional Lodging Career Opportunities 00 Alternative Management Positions 00 Get Started with Career Planning 00 Hotel Terminology at Work Glossary 00 Issues at Work 00 2 The Hotel General Manager 00 Responsibilities 00 Investor Relations 00 Brand Affiliation Management 00 Community Relations 00 Executive Committee Facilitation 00 Property Management 00 Planningm Organizing Staffing Skills Development 00 Formal Education 00 Two-Year Degree Four-Year Degree Advanced Degrees On-the-Job Training 00 Professional Development 00 Business Associations Trade Associations Trade Publications General Manager Job Descriptions 00 Hotel Terminology at Work Glossary 00 Issues at Work 00 3 Management, Supervision, and Service Skills for the GM 00 The GM Sets the Pace 00 GM Must Manage 00 GM Functions 00 GM Skills 00 GM Relationships 00 GMs Manage in Times of Change 00 Evolution of Traditional Hotel Human Resources Practices 00 Management Basics 00 Planning 00 Decision Making 00 Organizing 00 Delegation 00 Flow of Communication 00 Motivation 00 Leadership 00 Discipline 00 Team Building Tactics 00 Employee Selection, Orientation, and Training 00 The GM and Quality Guest Service 00 Ingredients in Quality Service Delivery System 00 A Goal of Zero Defects 00 GM Interactions 00 GM's Monthly "Diary" 00 Employee and Guest Relationships 00 Hotel Terminology at Work Glossary 00 Issues at Work 00 4 Human Resources 00 The Role of Human Resources 00 Staffing the Human Resources Department 00 Legal Aspects of Human Resources 00 Employee Selection 00 Employment Relationships 00 The Law in the Workplace 00 Sexual Harassment Family and Medical Leave Act (FMLA) Compensation Employee Performance Unemployment Issues Employment Records Human Resources in Action 00 Recruitment 00 Selection 00 Orientation 00 Training 00 Performance Evaluation 00 Compensation (Salaries and Wages) 00 Other Compensation (Benefits) 00 Employee Retention 00 Other Human Resources Activities 00 Planning for Human Resources 00 Employee Safety and Health 00 Workforce and Work Quality Improvement 00 Hotel Terminology at Work Glossary 00 Issues at Work 00 5 Accounting 00 The Accounting Function 00 Generally Accepted Accounting Principles (GAAPs) 00 Uniform System of Accounts for Hotels 00 Accounting Systems 00 Centralized Accounting Systems 00 Decentralized Accounting Systems 00 Revenue Forecasting 00 Budgeting 00 Long-Range Budgets 00 Annual Budgets 00 Monthly Budgets 00 Financial Statements 00 Income Statement 00 Balance Sheet 00 Statement of Cash Flows 00 Daily Operating Statistics 00 Manager's Daily Sales Report 00 Detailed Room Revenue Statistics 00 Adjustments and Allowances 00 Internal Controls 00 Cash 00 Accounts Receivable 00 Accounts Payable 00 Payment of Proper Amounts Payments Made in a Timely Manner Payment Records Properly Maintained Payment Totals Assigned to the Appropriate Department Purchasing and Receiving 00 Inventories 00 Payroll 00 Audits 00 Internal Audits 00 External Audits 00 Hotel Terminology at Work Glossary 00 Issues at Work 00 6 Revenue Management 00 The Role of the Revenue Manager 00 Revenue Management 00 Room Rate Management 00 Room Rate Economics 00 Traditional Pricing Strategies Web-Influenced Pricing Strategies Revenue Management Essentials 00 Making Forecasts 00 Managing Occupancy 00 Managing ADR 00 Yield Management 00 Philosophy Implementation Techniques Measures of Effectiveness 00 Occupancy Index ADR Index RevPAR Index Distribution Channel Management 00 Historical Distribution Channels 00 Current Distribution Channels 00 Walk-In Guests Telephone Facsimile (Fax) E-Mail/Traditional Mail Global Distribution System (GDS) Central Reservation System (CRS) Internet Property Web Site Chain Web Site Third-Party Web Sites Hotel Terminology at Work Glossary 00 Issues at Work 00 7 Sales and Marketing 00 The Role of Sales And Marketing 00 In the Hotel 00 In the Community 00 Segmentation of the Sales and Marketing Department 00 By Product Sold 00 By Market 00 Corporate Leisure Long-Term Stay SMERF and Others By Source 00 Drop-Ins Meeting Planners Travel Agents Consortia Internet Sales and Marketing Activities 00 Sales Efforts 00 The Sales and Marketing Committee The Sales Cycle Trace Systems Sales Leads/Cold Calling Client Appreciation Activities Marketing Efforts 00 Marketing Plan Development Advertising Promotions, Publicity, and Public Relations E-Marketing 00 Internet Sales and Marketing Online Reservation Systems Property Web Sites E-Mail Systems Evaluating the Sales and Marketing Effort 00 The Pace Report The STAR Report Hotel Terminology at Work Glossary 00 Issues at Work 00 8 The Front Office 00 Overview of the Front Office 00 Responsibilities of the Front Desk 00 The PMS and Its Management 00 Revenue and Reservations Management 00 Forecasting Guest Demand for Rooms Practicing Yield Management Management of Guest Services Accounting for Guests Data Management Managing Guest Reservations 00 Guest Request Information 00 By Reservation Type 00 Individual Reservations Group Reservations By Delivery Method 00 Global Distribution System Franchise Toll-Free Numbers Internet Telephone Walk-In Managing Guest Services 00 Front Desk: Arrival 00 Pre arrival Bell Station Valet Registration Concierge Front Desk: Guest Privacy 00 Guest Information Room Information Front Desk: Stay and Departure 00 Guest Satisfaction Issues The Walked Guest Accounting for Guests 00 Rooms Management /Assignment 00 Front-Desk Check in Self Check in Bucket Check 00 Billing the Folio 00 Night Audit 00 Checkout 00 Data Management 00 Payment Cards 00 Locking/Security Systems 00 Telephones 00 Call Accounting Wake-Up Calls Voice Mail Message on Hold Point of Sale (POS) 00 In-Room Services 00 Movies Games In-room minibars Safes Internet Connections Back-Office Accounting Systems 00 Hotel Terminology at Work 00 Glossary Issues at Work 00 9 Housekeeping 00 The Role of the Housekeeping Department 00 Public Space 00 Guest Rooms 00 Laundry 00 Staffing the Department 00 Executive Housekeeper 00 Room Inspectors 00 Room Attendants 00 Additional Housekeeping Staff 00 Managing Housekeeping 00 Safety 00 Equipment and Supplies Training Employee Scheduling Inventory Management Lost and Found Facility Care and Cleaning 00 Public-Space Cleaning 00 Guest Room Cleaning 00 Sleeping Area Bathroom Area Laundry 00 Collecting 00 Sorting/Repairing 00 Washing 00 Drying 00 Finishing/Folding 00 Storing 00 Delivering 00 Hotel Terminology at Work Glossary 00 Issues at Work 00 10 Food and Beverage 00 Overview of Hotel Food and Beverage Operations 00 Similarities: Hotel and Restaurant Food Services 00 Operational Similarities Personnel Requirement Similarities Differences: Hotel and Restaurant Food Services 00 Profitability Differences Marketing-Related Differences Other Differences Room Service Operations 00 Profitability Concerns 00 Menu Planning Factors 00 Operating Issues 00 Within Guest Room Service 00 Banquet Operations 00 Profit Opportunities 00 Menu Planning 00 Service Styles 00 Beverage Functions 00 Labor and Other Charges 00 Banquet Róom Setup 00 Banquet Contracts and Billing Policies 00 Alcoholic Beverage Service In Hotels 00 Hotel Terminology at Work Glossary 00 Issues at Work 00 11 Facility Engineering and Maintenance 00 Role of the Engineering and Maintenance Department 00 Engineering 00 Maintenance 00 Design and Renovation 00 Staffing the Department 00 Chief Engineer 00 Maintenance Assistants 00 Managing Maintenance 00 Routine Maintenance 00 Exterior Maintenance Interior Maintenance Preventive Maintenance 00 Public Space Guest Rooms Food Service Laundry Other Equipment Emergency Maintenance 00 Technology and Maintenance 00 Managing Utilities 00 Electricity 00 Lighting HVAC Reducing Electricity Consumption Natural Gas 00 Water 00 Solid Waste 00 Managing "Green" Hotels 00 Maintenance and Other Service Contracts 00 Hotel Terminology at Work Glossary 00 Issues at Work 00 12 Safety and Property Security 00 Personal Safety 00 Legal Liability and Guest/Employee Safety 00 Staffing for Security 00 Employee Safety Training Local Law Enforcement Agencies Safety Resources 00 Recodable Locks Alarm Systems Surveillance Systems Emergency Plans Hotel Emergency and Security Tactics 00 Disturbances Medical Emergencies Guest Notification Hotel Fires Bomb Threats Other Emergencies Special Safety Issues 00 Swimming Pools Spas Parking Lots Documenting Safety Efforts 00 The Occupational Safety and Health Administration (OSHA) 00 Property Security 00 Threats to Asset Security 00 Internal Threats External Threats Departmental-Specific Threats to Asset Security Hotels and Terrorism Hotel Terminology at Work Glossary Issues at Work 00 13 Franchise Agreements and Management Contracts 00 The Hotel Franchise Relationship 00 Hotel Franchising 00 Origin and Structure Governmental Regulations Related to Franchises The Franchise Agreement 00 Major Elements Advantages to the Franchisee Advantages to the Franchisor Selecting a Franchisor 00 Basic Considerations The Franchisor Questionnaire The Product Improvement Plan (PIP) Negotiating the Franchise Agreement The Hotel Management Company Relationship 00 Management Companies 00 Origin and Purpose Hotel Management Company Structures The Management Operating Agreement 00 Major Elements Advantages to the Hotel Owner Disadvantages to the Hotel Owner Issues Affecting the General Manager 00 Managing the Franchise Relationship Managing for a Management Company Hotel Terminology at Work Glossary 00 Issues at Work 00 14 Purchasing a Hotel 00 Selecting a Property 00 Buying an Existing Property 00 Buying Performance Buying Potential Performance Buying a Property to Be Built 00 Securing Hotel Financing 00 Establishing Property Market Values 00 Applying for the Loan 00 Liability for Repayment Funding Sources Hotel Start-Up 00 Selected Preopening Responsibilities of the GM/Owner 00 Six Months Prior to Opening Three Months Prior to Opening One Month Prior to Opening One Week Prior to Opening Selected Postopening Responsibilities of the GM/Owner 00 Postgrand Opening Activities Ongoing Activities Hotel Terminology at Work Glossary 00 Issues at Work 00 15 Managing in the Global Hotel Industry 00 Managing in the Global Hotel Industry 00 The Hotel Industry Is Global 00 Managing and Living in Another Country 00 Political Environment Economic Issues Cultural Factors Personal Factors in Expatriate Manager's Success 00 Other Factors in Expatriate Success 00 The Selection Process 00 Transitional Training Programs 00 The Expatriate in the New Culture 00 Case Study: Advice from an Experienced Expatriate Manager 00 And Now the International Assignment Begins! 00 Managing on the Job 00 Details Make a Difference! 00 Communication is Critical 00 In Conclusion 00 Hotel Terminology at Work Glossary 00 Issues at Work 00 Glossary 00 Photo Credits 00 Index 00
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