Hotel Management and Operations

This newly updated edition is  a compilation of readings, divided into nine sections, each examining a specific hotel department or activity. Each topic is examined through a variety of viewpoints on the duties, responsibilities, problems, and opportunities encountered there.  Multidimensional case studies, taking a practical approach, challenge readers  to identify the central issues involved in complex management problems, understand the structure and resources of the department in question, and find solutions that may help in managing other hotel resources and departments.

Preface xi Contributors xv Acknowledgements xix Chapter 1: Overview Chapter 2: Organization 69 Chapter 3: General Managers: A View at the Top 89 Chapter 4: Operations: Rooms 120 Chapter 5: Operations: Housekeeping, Engineering and Security 167 Chapter 6: Food and Beverage Division 246 Chapter 7: Marketing and Associated Activities 306 Chapter 8: Financial Control and Information Management 371 Chapter 9: Human Resources Policy Management 433 Index 487