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Contents Preface 000 1 The Hotel Industry: Overview and Professional Career Opportunities 000 Lodging is Part of the Tourism Industry 000 The Tourism Industry 000 Lodging (Hotel) Sector 000 A Brief History of Hotels 000 Close Look at Lodging Organizations 000 Typical Lodging Guests 000 Lodging Industry Characteristics 000 Lodging Industry Overview 000 Largest hotel affiliations 000 Hotel ownership/management 000 Hotel Organizational Structures 000 Small hotels 000 Large hotels 000 Mega hotels 000 Hotel Departments 000 Line and staff departments 000 Revenue and cost centers 000 Lodging is a Service Business 000 Current Issues Confronting Hoteliers 000 Operating Issues 000 Marketing Issues 000 Technological Issues 000 Industry Consolidation Issues 000 Economic Issues 000 Professional Career Opportunities in the Lodging Industry 000 Alternative Management Positions 000 Get Started with Career Planning 000 Hotel Terminology at Work Glossary 000 Issues at Work 000 2 The Hotel General Manager 000 Responsibilities 000 Investor Relations 000 Brand Affiliation Management 000 Community Relations 000 Executive Committee Facilitation 000 Property Management 000 Skills Development 000 Formal Education 000 Two-year degree 000 Four-year degree 000 Advanced degrees 000 On-the-Job Training 000 Professional Development 000 Business associations 000 Trade associations 000 Trade publications 000 Hotel Terminology at Work Glossary 000 Issues at Work 000 3 Management and Supervision Skills for the G.M. 000 The G.M. Sets The Pace 000 G.M.S Must Manage 000 G.M. Functions 000 G.M. Skills 000 G.M. Relationships 000 G.M.s Manage in Times of Change 000 Evolution of Traditional Hotel Human Resources Practices 000 Management Basics 000 Planning 000 Decision Making 000 Organizing 000 Delegation 000 Flow of Communication 000 Motivation 000 Leadership 000 Discipline 000 Team Building Tactics 000 Employee Selection, Orientation, and Training 000 G.M. Interactions 000 G.M.'s Monthly "Diary" 000 Employee and Guest Relationships 000 Hotel Terminology at Work Glossary 000 Issues at Work 000 4 Human Resources 000 The Role of Human Resources Department 000 Staffing the Human Resources Department 000 Legal Aspects of Human Resources 000 Employee Selection 000 Employment Relationships 000 The Law in the Workplace 000 Sexual harassment 000 Family and Medical Leave Act 000 Compensation 000 Employee performance 000 Unemployment issues 000 Employment records 000 The Human Resources Department at Work 000 Recruitment 000 Selection 000 Orientation 000 Training 000 Performance Evaluation 000 Compensation (Salaries and Wages) 000 Other Compensation (Benefits) 000 Other Human Resource Activities 000 Planning for Human Resources 000 Employee Safety and Health 000 Workforce and Work Quality Improvement 000 Hotel Terminology at Work Glossary 000 Issues at Work 000 5 The Controller 000 Accounting 000 Centralized Accounting Systems 000 Decentralized Accounting Systems 000 Revenue Forecasting 000 Rooms Revenue 000 Food and Beverage Revenue 000 Other Revenue 000 Budgeting 000 Long-range Budgets 000 Annual Budgets 000 Monthly Budgets 000 Financial Statements 000 Income Statement 000 Balance Sheet 000 Statement of Cash Flows 000 Daily Operating Statistics 000 Manager's Daily Sales Report 000 Detailed Room Revenue Statistics 000 Adjustments and Allowances 000 Internal Controls 000 Cash 000 Accounts Receivable 000 Accounts Payable 000 Purchasing and receiving 000 Inventories 000 Payroll 000 Audits 000 Internal Audits 000 External Audits 000 Hotel Terminology at Work Glossary 000 Issues at Work 000 6 The Front Office 000 Overview of the Front Office 000 Responsibilities of the Front Office 000 The PMS and Its Management 000 Revenue and Reservations Management 000 Forecasting guest demand for rooms 000 Practicing yield management 000 Managing occupancy 000 Management of Guest Services 000 Accounting for Guests 000 Data Management 000 Managing Guest Reservations 000 By Reservation Type 000 By Delivery Method 000 GDS 000 Franchise toll-free numbers 000 Internet 000 Hotel direct 000 Walk-in 000 Managing Guest Services 000 Front Desk: Arrival 000 Prearrival 000 Bell station 000 Valet 000 Registration 000 Concierge 000 Front Desk: Guest Privacy 000 Guest information 000 Room information 000 Front Desk: Stay and Departure 000 Guest satisfaction issues 000 The walked guest 000 Accounting for Guests 000 Rooms Management / Assignment 000 Front desk check-in 000 Self check-in 000 Bucket Check 000 Billing the Folio 000 Night Audit 000 Checkout 000 Data Management 000 Credit Cards 000 Locking/Security Systems 000 Telephones 000 Call accounting 000 Wake-up calls 000 Voice mail 000 Message on hold 000 Point of Sale (POS) 000 In-Room Services 000 Movies 000 Games 000 In-room minibars 000 Safes 000 Internet connections 000 Back Office Systems 000 Hotel Terminology at Work Glossary Issues at Work 000 7 Housekeeping 000 The Role of the Housekeeping Department 000 Public Space 000 Guest Rooms 000 Laundry 000 Staffing the Department 000 Executive Housekeeper 000 Room Inspectors 000 Room Attendants 000 Additional Housekeeping Staff 000 Managing Housekeeping 000 Safety 000 Equipment and supplies 000 Training 000 Employee Scheduling 000 Inventory Management 000 Lost and Found 000 Facility Care and Cleaning 000 Public Space Cleaning 000 Guest Room Cleaning 000 Sleeping area 000 Bathroom area 000 Laundry 000 Collecting 000 Sorting/Repairing 000 Washing 000 Drying 000 Finishing/Folding 000 Storing 000 Delivering 000 Hotel Terminology at Work Glossary Issues at Work 000 8 Food and Beverage 000 Overview of Hotel Food and Beverage Operations 000 Similarities: Hotel and Restaurant Food Services 000 Operational similarities 000 Personnel requirement similarities 000 Differences: Hotel and Restaurant Food Services 000 Profitability differences 000 Marketing-related differences 000 Room Service Operations 000 Profitability Concerns 000 Menu Planning Factors 000 Operating Issues 000 Within-Room Service 000 Banquet Operations 000 Profit Opportunities 000 Menu Planning 000 Service Styles 000 Beverage Functions 000 Labor and Other Charges 000 Banquet Room Setup 000 Banquet Contracts and Billing Policies 000 Alcoholic Beverage Service Hotel Terminology at Work Glossary Issues at Work 000 9 Safety and Property Security 000 Personal Safety 000 Legal Liability and Guest Safety 000 Staffing for Security 000 Employee safety training 000 Local law enforcement 000 Safety Resources 000 Recodable locks 000 Alarm systems 000 Surveillance systems 000 Emergency plans 000 Special Safety Issues 000 Swimming pools 000 Spas 000 Parking lots 000 Documenting Safety Efforts 000 The Occupational Safety and Health Administration (OSHA) 000 Property Security 000 Threats to Asset Security 000 Internal threats 000 External threats 000 Departmental-specific threats to asset security 000 Hotel Terminology at Work Glossary Issues at Work 000 10 Sales and Marketing 000 The Role of Sales and Marketing 000 In the Hotel 000 In the Community 000 Segmentation of the Sales and Marketing Department 000 By Product Sold 000 By Market 000 Corporate 000 Leisure 000 Long-term stay 000 SMERF and others 000 By Distribution Network 000 Dropins 000 Meeting planners 000 Travel agents 000 Consortia 000 Internet 000 Sales and Marketing Activities 000 Sales Efforts 000 The sales and marketing committee 000 The sales cycle 000 Trace systems 000 Sales leads/cold calling 000 Client appreciation activities 000 Marketing Efforts 000 Marketing plan development 000 Advertising 000 Promotions, publicity and public relations 000 Internet Sales and Marketing 000 On-line reservation systems 000 Web sites 000 E-mail systems 000 Evaluating the Sales and Marketing Effort 000 The Pace report 000 The STAR report 000 Hotel Terminology at Work Glossary Issues at Work 000 11 Facility Engineering and Maintenance 000 Role of the Engineering and Maintenance Department 000 Engineering 000 Maintenance 000 Design and Renovation 000 Staffing the Department 000 Chief Engineer 000 Maintenance Assistants 000 Managing Maintenance 000 Routine Maintenance 000 Exterior 000 Interior 000 Preventative Maintenance 000 Public Space 000 Guest rooms 000 Food service 000 Laundry 000 Other equipment 000 Emergency Maintenance 000 Managing Utilities 000 Electricity 000 Lighting 000 HVAC 000 Natural Gas 000 Water 000 Waste 000 Hotel Terminology at Work Glossary Issues at Work 000 12 Franchise Agreements and Management Contracts 000 The Hotel Franchise Relationship 000 Hotel Franchising 000 Origin and structure 000 Governmental regulations related to franchises 000 The Franchise Agreement 000 Major elements 000 Advantages to the franchisee 000 Advantages to the franchisor 000 Selecting a Franchisor 000 Basic considerations 000 The franchisor questionnaire 000 The product improvement plan (PIP) 000 Negotiating the franchise agreement 000 The Hotel Management Company Relationship 000 Management Companies 000 Origin and purpose 000 Hotel management company structures 000 The Management Operating Agreement 000 Major elements 000 Advantages to the hotel owner 000 Disadvantages to the hotel owner 000 Issues Affecting the General Manager 000 Managing the franchise relationship 000 Managing for a management company 000 Hotel Terminology at Work Glossary Issues at Work 000 13 Purchasing a Hotel 000 Selecting a Property 000 Buying an Existing Property 000 Buying performance 000 Buying potential performance 000 Buying a Property to Be Built 000 Securing Hotel Financing 000 Establishing Hotel Market Values 000 Applying for the Loan 000 Liability for repayment 000 Funding sources 000 Hotel Start-Up 000 Selected Preopening Responsibilities of the G.M./Owner 000 Six months prior to opening 000 Three months prior to opening 000 One month prior to opening 000 One week prior to opening 000 Selected Postopening Responsibilities of the G.M./Owner 000 Postgrand opening activities 000 Ongoing activities 000 Hotel Terminology at Work Glossary Issues at Work 000 Glossary 000 Index 000
Library of Congress Subject Headings for this publication: Hotel management