Hotel Management and Operations / Edition 2

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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.
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Editorial Reviews

Provides a broad range of research and commentary on issues in the management of modern hotel departments for students. Covers changes in the industry reflecting the economy, organizational design, interdepartmental conflict in hotels, food and beverages, entertainment, front office management, marketing, financial control, and managing human resources. Includes numerous examples and case histories. Annotation c. Book News, Inc., Portland, OR
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Product Details

  • ISBN-13: 9780471285687
  • Publisher: Wiley, John & Sons, Incorporated
  • Publication date: 8/28/1994
  • Series: Hospitality, Travel, and Tourism Series
  • Edition description: Older Edition
  • Edition number: 2
  • Pages: 480
  • Product dimensions: 7.46 (w) x 9.23 (h) x 0.74 (d)

Table of Contents

1 Overview
1 Remaking the Hospitality Industry 7
2 Lodging Consumers Will Remain Cost-Conscious, Even as Recovery Gains Momentum 18
2 Organization
1 Organizational Design 33
2 Toward a Theory of Interdepartmental Conflict in Hotels 46
3 The Cult of Ineffectiveness 51
3 General Managers: A View at the Top 57
1 A Conceptual Framework of the Hotel General Manager's Job 59
2 Job Satisfaction and Stress in Hotel Management Careers 67
4 Front Office Management
1 The Electrifying Job of the Front Office Manager 83
2 Checking the INs and OUTs of the Front Office 86
3 The Overbooking Question: A Simulation 93
4 Discounting in the Hotel Industry: A New Approach 99
5 Hotel Reservations: The Guest Contract 110
6 American Concierges Set Service Standards 115
7 Middle Managers: Facing the Communication Challenge 120
5 Housekeeping, Engineering, and Security
1 Housekeeping Organizations: Their History, Purpose, Structures, and Personnel 141
2 A Cost-Saving Approach to Housekeeping 153
3 The Hotel Engineering Function: Organization, People, and Issues in the Modern Era 156
4 The Evolution of the Hotel Engineer's Job 163
5 DeFacto Security Standards: Operators at Risk 170
6 Food and Beverage Division
1 Hotel Food and Beverage Organization and Management 191
2 Hotel Food and Beverage Departments Assume Higher Profile as They Adapt to the 1990s 198
3 Manager Burnout 211
4 Contemporary Hotel Catering 219
5 A Table for 5,000? Right This Way! 224
6 Utilizing Live Entertainment in Hotels, Restaurants, and Clubs 227
7 The Chef and Food Production Management 239
8 Room Service Revival 241
7 Marketing and Associated Activities 247
1 Marketing Your Hotel: Challenge of the 1990s 251
2 Marketing Practices of Hotel Chains 254
3 The Art and Science of Selling to Group Markets in Hotel Convention Sales 265
4 Hotel Salespersons: Enhancing Their Creativity and Efficiency 271
5 Boosting Your Bottom Line With Yield Management 278
6 Combining Hotel Promotions, Discount Packages, and Yield Management Systems: Make Sure It's Legal 287
7 How Consumers Choose Hotels 294
8 Hospitality Marketing: The Internal Approach 299
9 Hotel Pricing 305
10 Advertising Your Hotel's Position 310
11 Improving Interactions Between Meeting Planners and Hotel Employees 320
12 Selective Service: A Day in the Life of a Director of Convention Services 339
13 Putting the Public in Public Relations 343
8 Accounting, Financial, and Operational Control
1 The Hotel Controller Revisited 359
2 A New Breed of Controller? 369
3 Internal Auditing - More Than a Financial Review 372
4 Evolution of the Night Audit 378
5 Hotel Purchasing as a Control Function and Profit Generator 386
6 The Hotel Purchasing Function 388
7 Vital Guidelines for Property Management Systems (PMS) Selection 395
8 Tech Talk Back 399
9 The Management and Processes of Human Resources
1 The Challenges, Structure, and Management of Hotel Human Resources 405
2 Performance Appraisals: Making Them Fair and Making Them Work 415
3 Employee Commitment: Money in the Bank 426
4 Turnover: A Conceptual Model 433
5 Turnover and What to Do About It 439
Index 449
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