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More About This Title Hotel and Lodging Management: An Introduction,Second Edition
English
This updated Second Edition presents:
- New, completely updated chapters on human resources and the sales and marketing departments
- Up-to-date case studies reflecting the latest management trends and issues
- Profiles of industry pioneers working at all types of properties, from small motels to five-star hotels
- New sections on yield management, lodging environments, franchise companies, and management organizations
English
James F. Wortman is a lecturer at the Conrad N. Hilton College of Hotel and Restaurant Management at the University of Houston, where he teaches hotel management and is Director of the Office of Gaming Education and Research.
English
Preface xiii
Introduction xv
CHAPTER 1 Growth and Development of the Lodging Industry 1
Travel and Tourism 2
The History of Lodging 4
Lodging Industry Classification 7
CHAPTER 2 Organizational Structure 27
Overview of Organizational Design 28
Job Specialization 28
The Organization of a Lodging Establishment 29
Patterns of Authority 37
Span of Control 39
The Pros and Cons of Functional Organization Design 41
Meetings and Committees 42
The Future Organization of Hotels 45
The Hotel Staffing System 47
Career Paths and Opportunities 49
CHAPTER 3 The Front Office 53
Organization 54
Reservations 56
Registration 63
Guest Services 72
Telecommunications 74
Night Audit 75
Checkout 77
CHAPTER 4 Housekeeping 87
Housekeeping Staff 88
Scheduling 93
Guest Room Cleaning 96
Public Area Cleaning 99
Inventory and Control 99
Employee Safety 105
CHAPTER 5 The Marketing and Sales Department 117
The Sales Staff 118
Characteristics of a Successful Sales Department 119
The Telephone Survey 121
The Sales Call 122
Convention Bookings 123
Marketing Functions 127
Advertising 129
Brochures and Collateral Materials 129
Packages 130
Promotions 130
Public Relations 131
Rate Management and Pricing 132
CHAPTER 6 Human Resource Management 135
What It Is and What It Is About 136
Environment 137
Work and People 145
Motivating and Paying 154
Other Issues 159
CHAPTER 7 Hotel Food and Beverage 163
Introduction to Hotel Food and Beverage 164
The Operational Areas of the Food and Beverage Department 167
The Management of Hotel Food and Beverage 177
CHAPTER 8 Loss Prevention and Security 189
Loss Prevention 190
The Security Department 197
CHAPTER 9 The General Manager 217
Operational Control, Organizational Development, and Business Maintenance 218
Total Quality Management 221
The Importance of Communication 223
The Development of a Performance Culture 226
CHAPTER 10 Yield Management 235
Introduction 236
Fundamentals 239
Ways to Achieve Yield Management 241
CHAPTER 11 Management Contracts and Franchise Agreements 247
Management Contracts 248
Franchise Agreements 255
CHAPTER 12 Time - Share and Vacation Ownership 285
History of the Time-Share Industry 287
Resort Sales and Financing 289
Resort Amenities and Fees 294
Management of a Vacation Resort 295
Rules and Regulations of Vacation Ownership 296
CHAPTER 13 Resorts, Themed Lodging, and Special Lodging Environments 301
Recreation and Leisure Activities 302
Activity-Based Lodging 304
Themed Lodging 305
Unique Facilities 314
Other Types of Nontraditional Lodging 316
Summary 318
Review Questions 318
Activities 319
References 319
Glossary 321
Index 331
