Hotel Management and Operations / Edition 2

Hotel Management and Operations / Edition 2

by Denney G. Rutherford
     
 

ISBN-10: 0471285684

ISBN-13: 9780471285687

Pub. Date: 08/28/1994

Publisher: Wiley

In this updated edition, Rutherford reexamines the fundamentals of hotel management in light of the latest trends. The introductory and connective essays have been expanded and updated, and completely new sections have been added on the vital topics of today.  See more details below

Overview

In this updated edition, Rutherford reexamines the fundamentals of hotel management in light of the latest trends. The introductory and connective essays have been expanded and updated, and completely new sections have been added on the vital topics of today.

Product Details

ISBN-13:
9780471285687
Publisher:
Wiley
Publication date:
08/28/1994
Series:
Hospitality, Travel, and Tourism Series
Edition description:
Older Edition
Pages:
480
Product dimensions:
7.46(w) x 9.23(h) x 0.74(d)

Table of Contents

Preface
Acknowledgments
Contributors
1Overview
1Remaking the Hospitality Industry7
2Lodging Consumers Will Remain Cost-Conscious, Even as Recovery Gains Momentum18
2Organization
1Organizational Design33
2Toward a Theory of Interdepartmental Conflict in Hotels46
3The Cult of Ineffectiveness51
3General Managers: A View at the Top57
1A Conceptual Framework of the Hotel General Manager's Job59
2Job Satisfaction and Stress in Hotel Management Careers67
4Front Office Management
1The Electrifying Job of the Front Office Manager83
2Checking the INs and OUTs of the Front Office86
3The Overbooking Question: A Simulation93
4Discounting in the Hotel Industry: A New Approach99
5Hotel Reservations: The Guest Contract110
6American Concierges Set Service Standards115
7Middle Managers: Facing the Communication Challenge120
5Housekeeping, Engineering, and Security
1Housekeeping Organizations: Their History, Purpose, Structures, and Personnel141
2A Cost-Saving Approach to Housekeeping153
3The Hotel Engineering Function: Organization, People, and Issues in the Modern Era156
4The Evolution of the Hotel Engineer's Job163
5DeFacto Security Standards: Operators at Risk170
6Food and Beverage Division
1Hotel Food and Beverage Organization and Management191
2Hotel Food and Beverage Departments Assume Higher Profile as They Adapt to the 1990s198
3Manager Burnout211
4Contemporary Hotel Catering219
5A Table for 5,000? Right This Way!224
6Utilizing Live Entertainment in Hotels, Restaurants, and Clubs227
7The Chef and Food Production Management239
8Room Service Revival241
7Marketing and Associated Activities247
1Marketing Your Hotel: Challenge of the 1990s251
2Marketing Practices of Hotel Chains254
3The Art and Science of Selling to Group Markets in Hotel Convention Sales265
4Hotel Salespersons: Enhancing Their Creativity and Efficiency271
5Boosting Your Bottom Line With Yield Management278
6Combining Hotel Promotions, Discount Packages, and Yield Management Systems: Make Sure It's Legal287
7How Consumers Choose Hotels294
8Hospitality Marketing: The Internal Approach299
9Hotel Pricing305
10Advertising Your Hotel's Position310
11Improving Interactions Between Meeting Planners and Hotel Employees320
12Selective Service: A Day in the Life of a Director of Convention Services339
13Putting the Public in Public Relations343
8Accounting, Financial, and Operational Control
1The Hotel Controller Revisited359
2A New Breed of Controller?369
3Internal Auditing - More Than a Financial Review372
4Evolution of the Night Audit378
5Hotel Purchasing as a Control Function and Profit Generator386
6The Hotel Purchasing Function388
7Vital Guidelines for Property Management Systems (PMS) Selection395
8Tech Talk Back399
9The Management and Processes of Human Resources
1The Challenges, Structure, and Management of Hotel Human Resources405
2Performance Appraisals: Making Them Fair and Making Them Work415
3Employee Commitment: Money in the Bank426
4Turnover: A Conceptual Model433
5Turnover and What to Do About It439
Index449

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