Prepare future hotel general managers to efficiently supervise and run a midsize full-service hotel.
Hotel Operations Management provides an up-to-date and comprehensive examination of all aspects of hotel administration from the viewpoint of the hotel general manager. Detailed information addresses the operating departments of a full-service hotel: Human Resources; Controller; The Front Office; Housekeeping; Food and Beverage; Safety and Property Security; Sales and Marketing; Accounting; and Facility Engineering and Maintenance. In-depth discussions highlight the importance of human resources in the labor-intensive hotel industry, franchising and contract management of properties in an ever-decreasing “Mom and Pop” segment, and hotel management in a global environment. Updated throughout to ensure that readers have the latest information, the Third Edition also includes new case studies, an entirely new chapter on guest services, and new end-of-chapter questions. This accurate book will give prospective hotel managers insight into all of the procedures effective managers use to ensure their hotel¿’s—and their own—success.
Table of Contents
1. The Hotel Industry: Overview and Professional Career Opportunities
2. Guest Service
3. The Hotel General Manager
4. Management, Supervision and Service Skills for the G.M.
5. Human Resources
7. Revenue Management
8. Sales and Marketing
9. The Front Office
11. Food and Beverage
12. Facility Engineering and Maintenance
13. Safety and Property Security
14. Franchise Agreements and Management Contracts
15. Managing in the Global Hotel Industry