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Library | Item Barcode | Call Number | Material Type | Item Category 1 | Status |
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Searching... | 30000010018196 | TX911.3.F75 I86 2002 | Open Access Book | Book | Searching... |
Searching... | 30000010018197 | TX911.3.F75 I86 2002 | Open Access Book | Book | Searching... |
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Summary
Summary
If you need to know about the nature and operation of hotels as they exist today, this new book is for you. You will learn about the inner workings of a hotel, preparing readers for what to expect in the current and future hotel market. The primary focus is the front office, housekeeping, reservations and night audit departments. Other departments are discussed to provide and understanding of how these departments relate to the front office and how they operate to enhance the guest experience. An introduction of basic analyses, techniques and trends both in policy and technology are reviewed as they relate to management and the guest. The book gives newer managers, meeting planners, and others a 'real world' understanding of the hotel industry balancing its past, present and future. New technologies such as the Property Management System have dramatically changed hotel operations; therefore, extensive time has been devoted to covering this technology. Additional chapters feature analysis of the physical makeup of hotels, yield management, and operational techniques. Performance measurements and analysis of what makes a truly successful hotel are discussed in detail. Finally, because hotel management is and will always be about people, chapters are devoted to both the hotel guest and hotel employee. The arrival chronology is discussed from arrival to departure.
Table of Contents
Preface | p. xv |
Acknowledgments | p. xvii |
About the Author | p. xix |
Chapter 1 Hotels--Past and Present | p. 1 |
Historical Perspective | p. 2 |
Marketplace Consistency | p. 6 |
Lodging Management Association | p. 7 |
Revenue Sources | p. 11 |
Sleeping Rooms | p. 12 |
Meeting/Function Space | p. 12 |
Outlets/Ancillary Revenue Sources | p. 13 |
Profit Margin | p. 15 |
Room Cost | p. 15 |
Food Cost | p. 16 |
Opportunity Cost | p. 18 |
Captive Audience Quotient | p. 19 |
Industry Perspective: Usage of Function Space | p. 21 |
Chapter Review | p. 23 |
Case Study: Food Cost | p. 24 |
Case Study: Chain Histories | p. 25 |
Internet Resources: Hotel Web Site Home Pages | p. 26 |
Chapter 2 Hotel Classifications | p. 30 |
Hotel Sizes | p. 31 |
Hotel Location Classifications | p. 31 |
Downtown | p. 32 |
Resort | p. 32 |
Airport | p. 34 |
Suburban | p. 35 |
Hotel Product Types | p. 36 |
Service Level | p. 36 |
Target Market | p. 39 |
Independent Hotel Ratings | p. 42 |
Chapter Review | p. 44 |
Case Study: Hotel Types | p. 45 |
Chapter 3 The Hotel Guest | p. 47 |
Room Sales Differentiation | p. 48 |
Group Rooms | p. 48 |
Transient Rooms | p. 48 |
Transient Reservation Avenues | p. 50 |
Market Segmentation | p. 52 |
Group Market Segments | p. 52 |
Corporate Segments | p. 52 |
Association Segment | p. 52 |
Other Segment | p. 52 |
Transient Market Segments | p. 53 |
Business Segment | p. 53 |
Pleasure Segment | p. 54 |
Chapter Review | p. 55 |
Case Study: Market Segmentation | p. 57 |
Case Study: Theoretical Buying Decision | p. 59 |
Internet Resources: World Wide Web Travel Sites | p. 61 |
Chapter 4 The Guest Room | p. 62 |
Categorizing the Guest Room | p. 63 |
Room Types | p. 63 |
Room Configurations | p. 64 |
Room Designations | p. 73 |
Room Numbering | p. 74 |
Room Status Reconciliation | p. 77 |
Guest Room Makeup | p. 79 |
Key Control Systems | p. 82 |
Industry Perspective: The Role of Architecture in Hospitality | p. 84 |
Chapter Review | p. 89 |
Special Feature: New Hotel Construction | p. 90 |
Internet Resources: Hotel Design Web Sites | p. 94 |
Chapter 5 Hotel Organization | p. 95 |
Hotel Organization | p. 96 |
Functional Departments | p. 96 |
Rooms Division | p. 97 |
Front Office | p. 98 |
Housekeeping | p. 99 |
Reservations | p. 99 |
The Unique Role of Reservations | p. 99 |
Night Audit | p. 100 |
Loss Prevention/Security | p. 100 |
Food and Beverage | p. 101 |
Accounting | p. 101 |
Human Resources | p. 102 |
Engineering | p. 103 |
Sales/Marketing and Catering | p. 104 |
Group Resumes | p. 104 |
Practical Areas | p. 105 |
Organizational Deployment Example | p. 106 |
Top Level Management | p. 106 |
About My Job: General Manager | p. 107 |
The Executive/Leadership Team | p. 109 |
Rooms Division Manager/Resident Manager | p. 109 |
Director of Food and Beverage | p. 110 |
Director of Marketing | p. 110 |
Industry Perspective: Engineering | p. 111 |
Director of Human Resources | p. 112 |
Director of Engineering | p. 112 |
Controller | p. 112 |
Director of Grounds | p. 112 |
Director of Recreation | p. 113 |
Department Heads | p. 113 |
Rooms Division Department Heads | p. 114 |
Food and Beverage Department Heads | p. 115 |
Sales Department Heads | p. 118 |
Engineering and Human Resources Department Heads | p. 119 |
Accounting Department Heads | p. 120 |
Resort Deployment Example | p. 121 |
Traditional versus Revenue-based Deployment | p. 122 |
Functional Department Management Teams | p. 123 |
Special Feature: Hotel Career Management | p. 126 |
Chapter Review | p. 130 |
Internet Resources: Hotel Career Web Sites | p. 133 |
Chapter 6 Front Office Overview | p. 134 |
The Arrival Chronology | p. 135 |
Stage One--Greeting | p. 135 |
Stage Two--Transition | p. 136 |
About My Job: Doorman | p. 137 |
The Hotel Shuttle | p. 139 |
Stage Three--Registration | p. 140 |
Check-in | p. 141 |
Determine Method of Payment | p. 142 |
About My Job: Front Desk Clerk | p. 145 |
Stage Four--Completion | p. 145 |
Concierge | p. 146 |
PBX (Private Branch Exchange) | p. 146 |
About My Job: Head Concierge | p. 147 |
About My Job: PBX Operator | p. 150 |
Guest Service Attendant--The Front Office Hybrid | p. 150 |
Group Arrivals | p. 151 |
Departures | p. 154 |
Front Desk Checkout | p. 154 |
Guest-directed Computer Checkout | p. 155 |
Automated Checkout | p. 155 |
Front Office Operations | p. 156 |
Communications | p. 156 |
Staffing | p. 157 |
Value-added Services | p. 158 |
Safe-deposit Boxes | p. 158 |
Mail and Document Handling | p. 159 |
Operations Administration | p. 159 |
About My Job: Assistant Front Office Manager | p. 161 |
Shift Checklists | p. 162 |
Chapter Review | p. 164 |
Case Study: Pass On Log | p. 166 |
Internet Resources: Trade Journals/Online Resources | p. 168 |
Chapter 7 Room Rate Structure | p. 169 |
Rate Structure | p. 170 |
The Hubbart Formula | p. 170 |
Cost Rate Formula | p. 174 |
Market Tolerance | p. 174 |
Room Rate Designations | p. 175 |
Rate Measurement Averages | p. 181 |
Chapter Review | p. 183 |
Case Study: Room Rate Structure | p. 185 |
Case Study: Room Rate Structure #2 | p. 186 |
Chapter 8 The Property Management System | p. 187 |
Selecting the PMS | p. 188 |
Guest Account | p. 190 |
Guest Registration Menu | p. 191 |
Guest Accounting Menu | p. 192 |
The Check-in | p. 194 |
Before PMS | p. 200 |
PMS Hierarchy | p. 202 |
PMS Systems Interface | p. 202 |
The Evolution of PMS | p. 204 |
Industry Perspective: Technology in Hospitality | p. 205 |
Chapter Review | p. 208 |
Internet Resources: Property Management Systems | p. 210 |
Chapter 9 Guest Accounting | p. 211 |
Accounting Basics | p. 212 |
Guest Accounting | p. 213 |
Guest Ledger | p. 214 |
House Account | p. 214 |
Guest Account | p. 214 |
Master Account | p. 214 |
Guest History Account | p. 215 |
City Ledger | p. 215 |
Accounting Entries | p. 216 |
Uncollected Receivables | p. 217 |
Accounting Documentation | p. 220 |
Guest Accounting and the Front Desk | p. 221 |
Foreign Exchange | p. 223 |
Shift Closing | p. 223 |
Chapter Review | p. 224 |
Internet Resources: Accounting Resources | p. 227 |
Chapter 10 Night Audit | p. 228 |
Night Audit Overview | p. 229 |
Night Audit Deployment | p. 229 |
Night Audit Reporting | p. 230 |
Trial Balance | p. 236 |
Night Audit Checklist | p. 237 |
Ancillary Night Audit Duties | p. 238 |
Guest Security and Incident/Accident Reporting | p. 238 |
About My Job: Night Audit Manager | p. 240 |
Chapter Review | p. 241 |
Chapter 11 Housekeeping | p. 244 |
Room Assignment | p. 245 |
Housekeeping PMS Reports | p. 245 |
Housekeeper Allocation | p. 246 |
When Guests Overstay | p. 247 |
Housekeeping Operations | p. 248 |
Housekeeping Guest Room Standards | p. 249 |
Housekeeping Management | p. 251 |
Turndown Service | p. 251 |
Staffing | p. 253 |
Lost and Found | p. 254 |
Supply and Inventory Management | p. 255 |
Industry Perspective: e-Procurement in Hospitality | p. 257 |
Chapter Review | p. 261 |
Internet Resources: Web-based Purchasing | p. 263 |
Chapter 12 Reservations and Forecasting | p. 264 |
Determining Occupancy and Availability | p. 265 |
Availability Factors | p. 265 |
Current Number of Reservations | p. 265 |
Historical Factors | p. 265 |
House Count | p. 268 |
Overselling | p. 268 |
Yield Management | p. 270 |
Rate Availability Restrictions | p. 273 |
Length of Stay Restrictions | p. 274 |
Closed to Arrival Restrictions | p. 275 |
Minimum Length Stay Restrictions | p. 275 |
Modified Length Stay Restrictions | p. 275 |
Rate Averaging | p. 276 |
Yield Management for Groups | p. 276 |
Reservations Management | p. 277 |
Forecasting | p. 278 |
Forecasting Factors | p. 280 |
Completing Forecasts | p. 288 |
Forecasting Frequency | p. 289 |
Forecasting Importance | p. 290 |
Reservation Sales Management | p. 290 |
Staffing | p. 290 |
Training | p. 292 |
Reservation Evaluations | p. 293 |
Call Management | p. 294 |
Motivation | p. 295 |
Sales Strategy | p. 299 |
Industry Perspective: Yield Management in Practice | p. 301 |
Chapter Review | p. 303 |
Case Study: Rooms Inventory and Forecasting | p. 304 |
Case Study: Rooms Inventory and Forecasting #2 | p. 306 |
Case Study: Rooms Inventory and Forecasting #3 | p. 307 |
Case Study: Rooms Inventory and Forecasting #4 | p. 307 |
Chapter 13 Measuring Hotel Performance | p. 308 |
Quantifiable Analyses | p. 309 |
Rev-par | p. 309 |
Market Share | p. 311 |
Qualifiable Analyses | p. 314 |
Industry Perspective: Economic Impact of Hotels | p. 315 |
Chapter Review | p. 316 |
Case Study: Rev-par | p. 318 |
Internet Resources: Measuring Hotel Performance | p. 318 |
Chapter 14 Guest Service | p. 319 |
Service Standards | p. 320 |
Verbal Means | p. 320 |
Visual Means | p. 322 |
Guest Conflict Resolution | p. 323 |
Empowerment | p. 325 |
Diversity Awareness | p. 325 |
International Guests | p. 326 |
Management's Role in Guest Service | p. 327 |
Guest Service Training | p. 328 |
Service Mission Statement | p. 328 |
Motivating for Guest Service | p. 329 |
Industry Perspective: Six Sigma and Customer Loyalty | p. 331 |
Chapter Review | p. 333 |
Internet Resources: Hotel Training Web Sites and International Resources | p. 336 |
Glossary | p. 337 |
Index | p. 349 |