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ISBN 10: 0471470651
ISBN 13: 9780471470656
Author: Denney G. Rutherford, Michael J O'Fallon
Operations: Rooms
Introduction
The Electrifying Job of the Front Office Manager
A Day in the Life of the Front Office Manager
Yield Management: Choosing the Most Profitable Reservations
Concierge
As I See It: Management of the Front Office
Mini Case: The New FOM
To Change or Not to Change: A Case Study at the Front Desk
References
Suggested Readings
Source Notes
Operations: Housekeeping, Engineering, and Security
Introduction
A Day in the Life of a Director of Rooms
Housekeeping Organizations: Their History, Purpose, Structures, and Personnel
On Being an Executive Housekeeper
The Hotel Engineering Function: Organization, People, and Issues in the Modern Era
The Engineering Department and Financial Information
The Legal Environment of Lodging Operations
Asphalt Jungle
Workplace Violence in Hotels
Case Study: Housekeeping, Engineering, and Security
References
Suggested Readings
Source Notes
Food and Beverage Division
Introduction
Managing Food and Beverage Operations in Lodging Organizations
As I See It: Hotel Director of Food and Beverage
Best Practices in Food and Beverage Management
Strategic Alliances Between Hotels and Restaurants
Contemporary Hotel Catering
A Day in the Life of an Executive Director of Catering Sales and Convention Services
The Organization and Management of Hotel Beverage Operations
Case Study: Crisis in the Food Court
Case Study: Outside the Box in the Food and Beverage Division
References
Suggested Readings
Source Notes
Marketing and Associated Activities
Introduction
Building Market Leadership: Marketing as Process
Consumer Decision Rules and Implications for Hotel Choice
Hotel Pricing
A Day in the Life of a Regional Revenue Manager
Hotel Sales Organization and Operations
Putting the Public in Public Relations: The Case of the Seattle Sheraton Hotel and Towers
Mini Case: Revamping the Marketing Research Department
References
Suggested Readings
Source Notes
Financial Control and Information Management
Introduction
The Lodging Chief Financial Executive
Budgeting and Forecasting: Current Practice in the Lodging Industry
As I See It: The Hotel Controller
The Hotel Purchasing Function
Data Mining for Hotel Firms: Use and Limitations
References
Suggested Readings
Source Notes
Human Resources Policy Management
Introduction
Driving Hospitality Into the Future
The Causes and Consequences of Turnover in the Hospitality Industry
Current Issues in Hospitality Employment Law
The Strategic and Operational Roles of Human Resources: An Emerging Model
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Tags: Denney G Rutherford, Michael J O'Fallon, Hotel, Management, Operations
