Hotel management and operations:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
New York
Wiley
2002
|
| Ausgabe: | 3. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXII, 536 S. graph. Darst. |
| ISBN: | 0471370525 |
Internformat
MARC
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|---|---|---|---|
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| 245 | 1 | 0 | |a Hotel management and operations |c Ed. by Denney G. Rutherford |
| 250 | |a 3. ed. | ||
| 264 | 1 | |a New York |b Wiley |c 2002 | |
| 300 | |a XXII, 536 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-009607653 | ||
Datensatz im Suchindex
| _version_ | 1804128889911377920 |
|---|---|
| adam_text | Contents
Contributors xi
Foreword xiii
Preface xv
Acknowledgments xxi
1 OVERVIEW
1.1 Introduction 1
1.2 The U.S. Lodging Industry
Today 5
Randell A. Smith and
John D. Lesure
1.3 The Hotel Development
Process 14
John Dew
1.4 The Emergence of the
Branded Distribution
Company 19
Peter Cass
1.5 Meet Me at the Westin, er,
Make that the Hilton :
Life on the Front Lines in
Rebranding a Hotel 26
Tom Dupar
1.6 Back by Popular Demand 31
Rick Bruns
References 35
Suggested Readings 36
Source Notes 36
2 ORGANIZATION
2.1 Introduction 37
2.2 Organization Design 41
Eddystone C. Nebel, III
2.3 As I See It: Hotel Organization
Structure 53
Mark Conklin
2.4 Reengineering the Hotel
Organization 55
Eddystone C. Nebel, III,
Denney G. Rutherford, and
Jeffrey D. Schaffer
2.5 Case Study:
Organization 64
References 65
Suggested Readings 65
Source Notes 65
3 GENERAL MANAGERS:
A VIEW AT THE TOP
3.1 Introduction 67
3.2 A Conceptual Framework
of the Hotel General
Manager s Job 69
Eddystone C. Nebel, III, and
Ajay Ghei
3.3 As I See It: The Hotel GM 78
Emilio Fabico
viii Contents
3.4 Hotel General Managers:
Focused on the Core Business 79
Robert H. Woods,
Denney G. Rutherford,
Raymond S. Schmidgall, and
Michael Sciarini
3.5 A Day in the Life: General
Manager of a Las Vegas Hotel 88
Robert 0. Balmer, CHA
3.6 Director of Operations:
GM in Waiting 90
Matt Berge
3.7 Mini Case: Sunset Hotels
and Suites 92
References 92
Suggested Readings 93
Source Notes 94
4 OPERATIONS: ROOMS
4.1 Introduction 95
4.2 Raw Nerves at the Nerve
Center: An Insider s View
of Life at the Front Desk 97
CheriA. Young
4.3 The Electrifying Job of the
Front Office Manager 114
James A. Bardi
4.4 A Day in the Life of the Front
Office Manager 117
Garry Dickover
4.5 Yield Management: Choosing
the Most Profitable
Reservations 120
William J. Quain and
Stephen M. LeBruto
4.6 American Concierges Set
Service Standards 131
Glenn Withiam
4.7 A Day in the Operations Life 136
Bob Peckenpaugh
4.8 Mini Case: The New FOM 138
4.9 To Change or Not to Change:
A Case Study at the Front Desk 139
Nancy Swanger
References 140
Suggested Readings 141
Source Notes 142
5 OPERATIONS: HOUSEKEEPING,
ENGINEERING, AND SECURITY
5.1 Introduction 143
5.2 A Day in the Life of a Director
of Rooms 149
Kurt Englund
5.3 Housekeeping Organizations:
Their History, Purpose,
Structures, and Personnel 150
Thomas Jones
5.4 On Being an Executive
Housekeeper 162
John Lagazo
5.5 The Hotel Engineering
Function: Organization,
People, and Issues in the
Modern Era 165
Denney G. Rutherford
5.6 The Engineering Department
and Financial Information 172
Agnes Lee DeFranco and
Susan B. Sheridan
5.7 De Facto Security Standards:
Operators at Risk 177
Denney G. Rutherford and
Jon P. McConnell
5.8 The Legal Environment of
Lodging Operations 191
Melissa Dallas
5.9 Asphalt Jungle 201
Je anna Abbott and Gil Fried
5.10 Case Study: Housekeeping,
Engineering, and Security 211
References 211
Suggested Readings 213
Source Notes 214
6 FOOD AND BEVERAGE DIVISION
6.1 Introduction 215
6.2 Hotel Food and Beverage
Organization and
Management 219
Robert H. Bosselman
6.3 As I See It: Hotel Director of
Food and Beverage 229
Dominic Prouenzano
6.4 Best Practices in Food and
Beverage Management 231
Judy A. Siguaw and
Cathy A. Enz
6.5 Strategic Alliances between
Hotels and Restaurants 240
Robert W. Strate and
Clinton L. Rappole
6.6 Menu Marketing 255
David V. Pavesic
6.7 Contemporary Hotel Catering 259
Patti J. Shock and John M. Stefanelli
6.8 Executive Director of
Catering Sales—A Day in
My Life 264
Rich Benninger
6.9 The Hotel Executive Chef 267
Gene Fritz
6.10 Organization and
Management for Hotel
Beverage Operations 281
Valentino Luciani
6.11 Case Study: Food and
Beverage Division 287
References 288
Suggested Readings 289
Source Notes 289
7 MARKETING AND
ASSOCIATED ACTIVITIES
7.1 Introduction 291
7.2 Building Market Leadership:
Marketing as Process 293
Fletch Waller
7.3 Marketing Challenges for the
Next Decade 302
Chekitan S. Dev and
Michael D. Olsen
Contents ix
7.4 Hotel Choice Decision Rules 311
Eric R. Spangenberg and
Bianca Grohmann
7.5 Hotel Pricing 321
Margaret Shaw
7.6 Wishful Thinking and Rocket
Science 326
Eric B. Orkin
7.7 A Day in the Life of a Regional
Revenue Manager 332
Paul Chappelle
7.8 Hotel Sales Organization and
Operations 334
Margaret Shaw and
Susan V. Morris
7.9 Improving Interactions
between Meeting Planners
and Hotel Employees 339
Denney G. Rutherford and
W. Terry Umbreit
7.10 A Profile of Convention
Services Professionals 358
Rhonda J. Montgomery and
Denney G. Rutherford
7.11 Putting the Public in Public
Relations: The Case of the
Seattle Sheraton Hotel and
Towers 371
Louis B. Richmond
7.12 Building Market
Leadership: Improving
Productivity of the
Marketing Process 378
Fletch Waller
7.13 Mini Case: Revamping the
Marketing Research
Department 394
References 395
Suggested Readings 396
Source Notes 397
8 FINANCIAL CONTROL AND
INFORMATION MANAGEMENT
8.1 Introduction 399
x Contents
8.2 The Lodging Chief Financial
Executive 401
Raymond S. Schmidgall
8.3 Budgeting and Forecasting:
Current Practice in the
Lodging Industry 409
Raymond S. Schmidgall and
Agnes Lee DeFranco
8.4 As I See It: The Hotel
Controller 417
Michael J. Draeger
8.5 Hotel Purchasing as a Key
Business Activity 419
Carl D. Riegel
8.6 The Hotel Purchasing
Function 422
C. Lee Evans
8.7 Best Practices in
Information Technology 428
Judy A. Siguaw and
CathyAEnz
8.8 Data Warehousing 444
Robert K. Griffin
References 454
Suggested Readings 455
Source Notes 455
9 HUMAN RESOURCES
POLICY MANAGEMENT
9.1 Introduction 457
9.2 Predicting Is Difficult,
Especially about the Future:
Human Resources in the
New Millennium 459
Robert H. Woods
9.3 The Causes and Consequences
of Turnover in the Hospitality
Industry 469
Carl D. Riegel
9.4 Current Issues in Hospitality
Employment Law 476
Suzanne K. Murrmann and
Cherylynn Becker
9.5 Employee Work Teams in
Hospitality 485
M. Chris Paxson
9.6 Mentoring to Boost Employee
Productivity and Retention
in Hotel Organizations 503
Melenie J. Lankau
References 513
Suggested Readings 517
Source Notes 517
Index 519
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| id | DE-604.BV014032275 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T18:56:25Z |
| institution | BVB |
| isbn | 0471370525 |
| language | English |
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| physical | XXII, 536 S. graph. Darst. |
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| publisher | Wiley |
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| subject_GND | (DE-588)4037278-9 (DE-588)4072636-8 |
| title | Hotel management and operations |
| title_auth | Hotel management and operations |
| title_exact_search | Hotel management and operations |
| title_full | Hotel management and operations Ed. by Denney G. Rutherford |
| title_fullStr | Hotel management and operations Ed. by Denney G. Rutherford |
| title_full_unstemmed | Hotel management and operations Ed. by Denney G. Rutherford |
| title_short | Hotel management and operations |
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| topic | Gestion hôtelière rasuqam Hotel management Management (DE-588)4037278-9 gnd Hotelgewerbe (DE-588)4072636-8 gnd |
| topic_facet | Gestion hôtelière Hotel management Management Hotelgewerbe |
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