Hotel management and operations / edited by Denney G. Rutherford, Michael J. O'Fallon.

Includes bibliographical references and index.

Contents
Contributors
Acknowledgments
1 OVERVIEW
1.1 Introduction
1.2 The Hotel Development Process
John Dew
1.3 How Well Does the Branded Distribution Company Allow Independent Hotels to Compete with the Chains?
Peter Cass
1.4 The Art and Science of Opening a Hotel
Tom Dupar
1.5 On-line Pricing: An Analysis of Hotel-company Practices
Peter O'Connor
1.6 Customer Relationship Management-A Driver for Change in the Structure of the U.S. Lodging Industry
Gabriele Piccoli, Peter O'Connor, Claudio Capaccioli
and Roy Alvarez
1.7 Spas and the Lodging Industry
Peter C. Anderson
Suggested Readings
Source Notes
2 ORGANIZATION
2.1 Introduction
2.2 Organizational Design
Eddystone C. Nebel, III
2.3 As I See It: Hotel Organization Structure
Mark Conklin
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 Grooming Future Hospitality Leaders: A Competencies Model
Beth G. Chung-Herrera, Cathy A. Enz and Melenie J. Lankau
3.4 As I See It: What I Do
Emilio Fabico
3.5 A Day in the Life of a Hilton Hotel General Manager
Robert O. Balmer, CHA
3.6 A Day in the General Manager's Life
Bob Peckenpaugh
3.7 Mini Case: Sunset Hotels & Suites
References
Suggested Readings
Source Notes
4 OPERATIONS: ROOMS
4.1 Introduction
4.2 The Electrifying Job of the Front Office Manager
James A. Bardi
4.3 A Day in the Life of the Front Office Manager
Garry Dickover
4.4 Yield Management: Choosing the Most Profitable Reservations
William J. Quain and Stephen M. LeBruto
4.5 Concierge (cone-see-air-j)
Mario Arnaldo
4.6 As I See It: Management of the Front Office
Oliver Meinzer
4.7 Mini Case: The New FOM
4.8 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 The Legal Environment of Lodging Operations
Melissa Dallas
5.8 Asphalt Jungle
Je'anna Abbott and Gil Fried
5.9 Workplace Violence in Hotels
Mark Beattie and Jacinta Gau
5.10 Case Study: Housekeeping, Engineering and Security
References
Suggested Readings
Source Notes
6 FOOD AND BEVERAGE DIVISION
6.1 Introduction
6.2 Managing Food and Beverage Operations in Lodging Organizations
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 Contemporary Hotel Catering
Patti J. Shock and John Stefanelli
6.7 A Day in the Life of an Executive Director of Catering Sales and Convention Services
Rich Benninger
6.8 The Organization and Management of Hotel Beverage Operations
Valentino Luciani
6.9 Case Study: Crisis in the Food Court
Nancy Swanger
6.10 Case Study: Outside the Box in the 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 Consumer Decision Rules and Implications for Hotel Choice
Bianca Grohmann and Eric Spangenberg
7.4 Hotel Pricing
Marta Sinclair and Carl R. Sinclair
7.5 A Day in the Life of a Regional Revenue Manager
Paul Chappelle
7.6 Hotel Sales Organization and Operations
Margaret Shaw and Susan V. Morris
References
Suggested Readings
Source Notes
8 FINANCIAL CONTROL AND INFORMATION
MANAGEMENT
8.1 Introduction
8.2 The LodgingChief Financial Executive
Raymond S. Schmidgall
8.3 Budgeting and Forecasting: Current Practice in the Lodging Industry
Raymond S. Schmidgall and Agnes L. DeFranco
8.4 As I See It: The Hotel Controller
Mike Draeger
8.5 The Hotel Purchasing Function
C. Lee Evans
8.6 Data Mining for Hotel Firms: Use and Limitations
Vincent P. Magnini, Earl D. Honeycutt, Jr. and Sharon K. Hodge
References
Suggested Readings
Source Notes
9 HUMAN RESOURCES POLICY MANAGEMENT
9.1 Introduction
9.2 Driving Hospitality Into the Future
Christian Hardigree, Ellis Norman, Gail Sammons, Vince Eade, William Werner, Robert H. Woods and Cheri Young
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 The Strategic and Operational Roles of Human Resources-An Emerging Model
J. Bruce Tracey and Arthur E. Nathan
References
Suggested Readings
Source Notes