Hotel Management and Operations

Contributors. Foreword. Preface. Acknowledgments. 1. OVERVIEW. 1.1. Introduction. 1.2. The U.S. Lodging Industry Today (Randell A. Smith and John D. Lesure). 1.3. The Hotel Development Process (John Dew). 1.4. The Emergence of the Branded Distribution Company (Peter Cass). 1.5. "Meet Me at the Westin, er, Make that the Hilton": Life on the Front Lines in Rebranding a Hotel (Tom Dupar). 1.6. Back by Popular Demand (Rick Bruns). References. Suggested Readings. Source Notes. 2. ORGANIZATION. 2.1. Introduction. 2.2. Organization Design (Eddystone C. Nebel, III). 2.3. As I See It: Hotel Organization Structure (Mark Conklin). 2.4. Reengineering the Hotel Organization (Eddystone C. Nebel, III, Denney G. Rutherford, and Jeffrey D. Schaffer). 2.5. Case Study: Organization. References. Suggested Readings. Source Notes. 3. GENERAL MANAGERS: A VIEW AT THE TOP. 3.1. Introduction. 3.2. A Conceptual Framework of the Hotel General Manager's Job (Eddystone C. Nebel, III, and Ajay Ghei). 3.3. As I See It: The Hotel GM (Emilio Fabico). 3.4. Hotel General Managers: Focused on the Core Business (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 (Robert O. Balmer, CHA). 3.6. Director of Operations: GM in Waiting (Matt Berge). 3.7. Mini Case: Sunset Hotels and Suites. References. Suggested Readings. Source Notes. 4. OPERATIONS: ROOMS. 4.1. Introduction. 4.2. Raw Nerves at the Nerve Center: An Insider's View of Life at the Front Desk (Cheri A. Young). 4.3. The Electrifying Job of the Front Office Manager (James A. Bardi). 4.4. A Day in the Life of the Front Office Manager (Garry Dickover). 4.5. Yield Management: Choosing the Most Profitable Reservations (William J. Quain and Stephen M. LeBruto). 4.6. American Concierges Set Service Standards (Glenn Withiam). 4.7. A Day in the Operations Life (Bob Peckenpaugh). 4.8. Mini Case: The New FOM. 4.9. To Change or Not To Change: A Case Study at the Front Desk (Nancy Swanger). References. Suggested Readings. Source Notes. 5. OPERATIONS: HOUSEKEEPING, ENGINEERING, AND SECURITY. 5.1. Introduction. 5.2. A Day in the Life of a Director of Rooms (Kurt Englund). 5.3. Housekeeping Organizations: Their History, Purpose, Structures, and Personnel (Thomas Jones). 5.4. "On Being an Executive Housekeeper" (John Lagazo). 5.5. The Hotel Engineering Function: Organization, People, and Issues in the Modern Era (Denney G. Rutherford) 5.6. The Engineering Department and Financial Information (Agnes Lee DeFranco and Susan B. Sheridan). 5.7. De Facto Security Standards: Operators at Risk (Denney G. Rutherford and Jon P. McConnell). 5.8. The Legal Environment of Lodging Operations (Melissa Dallas). 5.9. Asphalt Jungle (Je'anna Abbott and Gil Fried). 5.10. Case Study: Housekeeping, Engineering, and Security. References. Suggested Readings. Source Notes. 6. FOOD AND BEVERAGE DIVISION. 6.1. Introduction. 6.2. Hotel Food and Beverage Organization and Management (Robert H. Bosselman). 6.3. As I See It: Hotel Director of Food and Beverage (Dominic Provenzano). 6.4. Best Practices in Food and Beverage Management (Judy A. Siguaw and Cathy A. Enz). 6.5. Strategic Alliances between Hotels and Restaurants (Robert W. Strate and Clinton L. Rappole). 6.6. Menu Marketing (David V. Pavesic). 6.7. Contemporary Hotel Catering (Patti J. Shock and John M. Stefanelli) 6.8. Executive Director of Catering Sales--A Day in My Life (Rich Benninger). 6.9. The Hotel Executive Chef (Gene Fritz). 6.10. Organization and Management for Hotel Beverage Operations (Valentino Luciani). 6.11. Case Study: Food and Beverage Division. References. Suggested Readings. Source Notes. 7. MARKETING AND ASSOCIATED ACTIVITIES. 7.1. Introduction. 7.2. Building Market Leadership: Marketing as Process (Fletch Waller). 7.3. Marketing Challenges for the Next Decade (Chekitan S. Dev and Michael D. Olsen). 7.4. Hotel Choice Decision Rules (Eric R. Spangenberg and Bianca Grohmann). 7.5. Hotel Pricing (Margaret Shaw). 7.6. Wishful Thinking and Rocket Science (Eric B. Orkin). 7.7. A Day in the Life of a Regional Revenue Manager (Paul Chappelle). 7.8. Hotel Sales Organization and Operations (Margaret Shaw and Susan V. Morris). 7.9. Improving Interactions between Meeting Planners and Hotel Employees (Denney G. Rutherford and W. Terry Umbreit). 7.10. A Profile of Convention Services Professionals (Rhonda J. Montgomery and Denney G. Rutherford). 7.11. Putting the Public in Public Relations: The Case of the Seattle Sheraton Hotel and Towers (Louis B. Richmond). 7.12. Building Market Leadership: Improving Productivity of the Marketing Process (Fletch Waller). 7.13. Mini Case: Revamping the Marketing Research Department. References. Suggested Readings. Source Notes. 8. FINANCIAL CONTROL AND INFORMATION MANAGEMENT. 8.1. Introduction. 8.2. The Lodging Chief Financial Executive (Raymond S. Schmidgall). 8.3. Budgeting and Forecasting: Current Practice in the Lodging Industry (Raymond S. Schmidgall and Agnes Lee DeFranco). 8.4. As I See It: The Hotel Controller (Michael J. Draeger). 8.5. Hotel Purchasing as a Key Business Activity (Carl D. Riegel). 8.6. The Hotel Purchasing Function (C. Lee Evans). 8.7. Best Practices in Information Technology (Judy A. Siguaw and Cathy A. Enz). 8.8. Data Warehousing (Robert K. Griffin). References. Suggested Readings. Source Notes. 9. HUMAN RESOURCES POLICY MANAGEMENT. 9.1. Introduction. 9.2. Predicting Is Difficult, Especially about the Future: Human Resources in the New Millennium (Robert H. Woods). 9.3. The Causes and Consequences of Turnover in the Hospitality Industry (Carl D. Riegel). 9.4. Current Issues in Hospitality Employment Law (Suzanne K. Murrmann and Cherylynn Becker). 9.5. Employee Work Teams in Hospitality (M. Chris Paxson). 9.6. Mentoring to Boost Employee Productivity and Retention in Hotel Organizations (Melenie J. Lankau). References. Suggested Readings. Source Notes.