Hotel management and operations:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
New York
Wiley
2007
|
| Ausgabe: | 4. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXIII, 478 S. graph. Darst. |
| ISBN: | 0471470651 |
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Datensatz im Suchindex
| _version_ | 1804135607501324288 |
|---|---|
| adam_text | Preface xi
Contributors xiii
Acknowledgments xvii
chapter 1 OV
1.1 Introduction 1
1.2 The Hotel Development Process 5
John Dew
1.3 How Well Does the Branded Distribution
Company Allow Independent Hotels to
Compete with the Chains? 14
Peter Cass
1.4 The Art and Science of Opening
a Hotel 21
Tom Dupar
1.5 On line Pricing: An Analysis of
Hotel Company Practices 26
Peter O Connor
ERVIEW I
1.6 Customer Relationship Management—A
Driver for Change in the Structure of the
U.S. Lodging Industry 36
Gabriele Piccoli, Peter O Connor,
Claudio Capaccioli, and Roy Alvarez
1.7 Spas and the Lodging Industry 50
Peter C. Anderson
References 67
Suggested Readings 68
Source Notes 68
chapter 2 ORG)
2.1 Introduction 6o
2.2 Organizational Design 73
Eddystone C. Nebel HI
2.3 As I See It: Hotel Organization
Structure „,
Mark Conklin
chapter 3 GENERAL
AT THE
3.1 Introduction 89
3.2 A Conceptual Framework of the Hotel
General Manager s Job 91
Eddystone C. Nebel III and Ajay Ghei
3.3 Grooming Future Hospitality Leaders:
A Competencies Model 101
Beth G. Chung Herrera, Cathy A. Enz,
and Melenie J. Lankau
3.4 As I See It: What I Do HI
Emilio Fabico
chapter 4 OPERATIC
4 l Introduction 121
4 2 The Electrifying Job of the Front Office
Manager ^
James A Bardi
* 3 A Day in the Life of the Front Office
Manager ^
Garry Dickover
M Yield Management: choosing the Most
Profitable Reservations 131
William J. Quain and Stephen M. LeBruto
NIZATION 69
References 88
Suggested Readings 88
Source Notes 88
MANAGERS: A VIEW
TOP 89
3.5 A Day in the Life of a Hilton Hotel
General Manager 113
Robert O. Balmer, CHA
3.6 A Day in the General Manager s Life 115
Bob Peckenpaugh
3.7 Mini Case: Sunset Hotels and Suites 118
References 118
Suggested Readings 120
Source Notes 120
NS: ROOMS 121
4.5 Concierge (cone see air j) 143
Mario A rnaldo
4.6 As I See It: Management of the
Front Office 149
Oliver Meinzer
4.7 Mini Case: The New FOM 161
4.8 To Change or Not to Change:
A Case Study at the Front Desk 162
Nancy Swanger
References 163
Suggested Readings 164
Source Notes 164
chapter 5 OPE RATIO
ENGINEERING, Af
5.1 Introduction 167
5.2 A Day in the Life of a Director
of Rooms 173
Kurt Englund
5.3 Housekeeping Organizations: Their
History, Purpose, Structures, and
Personnel 175
Thomas Jones
5.4 On Being an Executive Housekeeper 188
John Lagazo
5.5 The Hotel Engineering Function:
Organization, People, and Issues in the
Modern Era 191
Denney G. Rutherford
chapter 6 FOOD AND BE
6.1 Introduction 235
6.2 Managing Food and Beverage
Operations in Lodging Organizations 239
Robert H. Bosselman
6.3 As I See It: Hotel Director of Food and
Beverage 251
Dominic Provenzano
6.4 Best Practices in Food and Beverage
Management 253
Judy A. Siguaw and Cathy A. Enz
6.5 Strategic Alliances Between Hotels and
Restaurants 265
Robert W. Strate and Clinton L. Rappole
6.6 Contemporary Hotel Catering 282
Patti J. Shock and John M. Stefanelli
Contents oil
NS: HOUSEKEEPING,
sID SECURITY 167
5.6 The Engineering Department and
Financial Information 199
Agnes Lee DeFranco and
Susan B. Sheridan
5.7 The Legal Environment of Lodging
Operations 205
Melissa Dallas
5.8 Asphalt Jungle 217
Je anna Abbott and Gil B. Fried
5.9 Workplace Violence in Hotels 227
Mark Beattie and Jacinta Gau
5.10 Case Study: Housekeeping,
Engineering, and Security 230
References 231
Suggested Readings 233
Source Notes 234
VERAGE DIVISION 235
6.7 A Day in the Life of an Executive
Director of Catering Sales and
Convention Services 287
Rich Benninger
6.8 The Organization and Management of
Hotel Beverage Operations 291
Valentino Luciani
6.9 Case Study: Crisis in the Food Court 298
Nancy Swanger
6.10 Case Study: Outside the Box in the Food
and Beverage Division 299
References 300
Suggested Readings 301
Source Notes 302
chapter 7 MARKETING
ACTIVITI1
7.1 Introduction 303
7.2 Building Market Leadership: Marketing
as Process 305
Fletch Waller
7.3 Consumer Decision Rules and Implica¬
tions for Hotel Choice 321
Bianca Grohmann and Eric Spangenberg
7.4 Hotel Pricing 334
Marta Sinclair and Carl R. Sinclair
7.5 A Day in the Life of a Regional Revenue
Manager 345
Paul Chappelle
chapter 8 FINANCE
INFORMATION MA
8.1 Introduction 365
8.2 The Lodging Chief Financial
Executive 368
Raymond S. Schmidgall
8.3 Budgeting and Forecasting: Current
Practice in the Lodging Industry 377
Raymond S. Schmidgall and
Agnes Lee DeFranco
8.4 As I See It: The Hotel Controller 387
Michael J. Draeger
S AND ASSOCIATED
ES 303
7.6 Hotel Sales Organization and
Operations 348
Margaret Shaw and Susan V. Morris
7.7 Putting the Public in Public Relations:
The Case of the Seattle Sheraton Hotel
and Towers 353
Louis B. Richmond
7.8 Mini Case: Revamping the Marketing Re¬
search Department 360
References 361
Suggested Readings 362
Source Notes 362
M CONTROL AND
NAGEMENT 365
8.5 The Hotel Purchasing Function 391
C. Lee Evans
8.6 Data Mining for Hotel Firms: Use and
Limitations 399
Vincent P. Magnini, Earl D. Honeycutt Jr.,
and Sharon K. Hodge
References 412
Suggested Readings 414
Source Notes 414
9.1 Introduction 415
9.2 Driving Hospitality Into the Future 417
Christian Hardigree, Ellis Norman, Gail
Sammons, Vince Eade, William Werner,
Robert H. Woods, and Cheri Young
9.3 The Causes and Consequences of
Turnover in the Hospitality Industry 429
Carl D. Riegel
9.4 Current Issues in Hospitality
Employment Law 436
Suzanne K. Murrmann and Cherylynn
Becker
9.5 The Strategic and Operational Roles
of Human Resources—An Emerging
Model 446
J. Bruce Tracey and Arthur E. Nathan
References 457
|
| adam_txt |
Preface xi
Contributors xiii
Acknowledgments xvii
chapter 1 OV
1.1 Introduction 1
1.2 The Hotel Development Process 5
John Dew
1.3 How Well Does the Branded Distribution
Company Allow Independent Hotels to
Compete with the Chains? 14
Peter Cass
1.4 The Art and Science of Opening
a Hotel 21
Tom Dupar
1.5 On line Pricing: An Analysis of
Hotel Company Practices 26
Peter O 'Connor
ERVIEW I
1.6 Customer Relationship Management—A
Driver for Change in the Structure of the
U.S. Lodging Industry 36
Gabriele Piccoli, Peter O'Connor,
Claudio Capaccioli, and Roy Alvarez
1.7 Spas and the Lodging Industry 50
Peter C. Anderson
References 67
Suggested Readings 68
Source Notes 68
chapter 2 ORG)
2.1 Introduction 6o
2.2 Organizational Design 73
Eddystone C. Nebel HI
2.3 As I See It: Hotel Organization
Structure „,
Mark Conklin
chapter 3 GENERAL
AT THE
3.1 Introduction 89
3.2 A Conceptual Framework of the Hotel
General Manager's Job 91
Eddystone C. Nebel III and Ajay Ghei
3.3 Grooming Future Hospitality Leaders:
A Competencies Model 101
Beth G. Chung Herrera, Cathy A. Enz,
and Melenie J. Lankau
3.4 As I See It: What I Do HI
Emilio Fabico
chapter 4 OPERATIC
4 l Introduction 121
4 2 The Electrifying Job of the Front Office
Manager ^
James A Bardi
* 3 A Day in the Life of the Front Office
Manager ^
Garry Dickover
M Yield Management: choosing the Most
Profitable Reservations 131
William J. Quain and Stephen M. LeBruto
\NIZATION 69
References 88
Suggested Readings 88
Source Notes 88
MANAGERS: A VIEW
TOP 89
3.5 A Day in the Life of a Hilton Hotel
General Manager 113
Robert O. Balmer, CHA
3.6 A Day in the General Manager's Life 115
Bob Peckenpaugh
3.7 Mini Case: Sunset Hotels and Suites 118
References 118
Suggested Readings 120
Source Notes 120
NS: ROOMS 121
4.5 Concierge (cone see air j) 143
Mario A rnaldo
4.6 As I See It: Management of the
Front Office 149
Oliver Meinzer
4.7 Mini Case: The New FOM 161
4.8 To Change or Not to Change:
A Case Study at the Front Desk 162
Nancy Swanger
References 163
Suggested Readings 164
Source Notes 164
chapter 5 OPE RATIO
ENGINEERING, Af
5.1 Introduction 167
5.2 A Day in the Life of a Director
of Rooms 173
Kurt Englund
5.3 Housekeeping Organizations: Their
History, Purpose, Structures, and
Personnel 175
Thomas Jones
5.4 On Being an Executive Housekeeper 188
John Lagazo
5.5 The Hotel Engineering Function:
Organization, People, and Issues in the
Modern Era 191
Denney G. Rutherford
chapter 6 FOOD AND BE
6.1 Introduction 235
6.2 Managing Food and Beverage
Operations in Lodging Organizations 239
Robert H. Bosselman
6.3 As I See It: Hotel Director of Food and
Beverage 251
Dominic Provenzano
6.4 Best Practices in Food and Beverage
Management 253
Judy A. Siguaw and Cathy A. Enz
6.5 Strategic Alliances Between Hotels and
Restaurants 265
Robert W. Strate and Clinton L. Rappole
6.6 Contemporary Hotel Catering 282
Patti J. Shock and John M. Stefanelli
Contents oil
NS: HOUSEKEEPING,
sID SECURITY 167
5.6 The Engineering Department and
Financial Information 199
Agnes Lee DeFranco and
Susan B. Sheridan
5.7 The Legal Environment of Lodging
Operations 205
Melissa Dallas
5.8 Asphalt Jungle 217
Je'anna Abbott and Gil B. Fried
5.9 Workplace Violence in Hotels 227
Mark Beattie and Jacinta Gau
5.10 Case Study: Housekeeping,
Engineering, and Security 230
References 231
Suggested Readings 233
Source Notes 234
VERAGE DIVISION 235
6.7 A Day in the Life of an Executive
Director of Catering Sales and
Convention Services 287
Rich Benninger
6.8 The Organization and Management of
Hotel Beverage Operations 291
Valentino Luciani
6.9 Case Study: Crisis in the Food Court 298
Nancy Swanger
6.10 Case Study: Outside the Box in the Food
and Beverage Division 299
References 300
Suggested Readings 301
Source Notes 302
chapter 7 MARKETING
ACTIVITI1
7.1 Introduction 303
7.2 Building Market Leadership: Marketing
as Process 305
Fletch Waller
7.3 Consumer Decision Rules and Implica¬
tions for Hotel Choice 321
Bianca Grohmann and Eric Spangenberg
7.4 Hotel Pricing 334
Marta Sinclair and Carl R. Sinclair
7.5 A Day in the Life of a Regional Revenue
Manager 345
Paul Chappelle
chapter 8 FINANCE
INFORMATION MA
8.1 Introduction 365
8.2 The Lodging Chief Financial
Executive 368
Raymond S. Schmidgall
8.3 Budgeting and Forecasting: Current
Practice in the Lodging Industry 377
Raymond S. Schmidgall and
Agnes Lee DeFranco
8.4 As I See It: The Hotel Controller 387
Michael J. Draeger
S AND ASSOCIATED
ES 303
7.6 Hotel Sales Organization and
Operations 348
Margaret Shaw and Susan V. Morris
7.7 Putting the Public in Public Relations:
The Case of the Seattle Sheraton Hotel
and Towers 353
Louis B. Richmond
7.8 Mini Case: Revamping the Marketing Re¬
search Department 360
References 361
Suggested Readings 362
Source Notes 362
M CONTROL AND
NAGEMENT 365
8.5 The Hotel Purchasing Function 391
C. Lee Evans
8.6 Data Mining for Hotel Firms: Use and
Limitations 399
Vincent P. Magnini, Earl D. Honeycutt Jr.,
and Sharon K. Hodge
References 412
Suggested Readings 414
Source Notes 414
9.1 Introduction 415
9.2 Driving Hospitality Into the Future 417
Christian Hardigree, Ellis Norman, Gail
Sammons, Vince Eade, William Werner,
Robert H. Woods, and Cheri Young
9.3 The Causes and Consequences of
Turnover in the Hospitality Industry 429
Carl D. Riegel
9.4 Current Issues in Hospitality
Employment Law 436
Suzanne K. Murrmann and Cherylynn
Becker
9.5 The Strategic and Operational Roles
of Human Resources—An Emerging
Model 446
J. Bruce Tracey and Arthur E. Nathan
References 457 |
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| title | Hotel management and operations |
| title_auth | Hotel management and operations |
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