Hotel and Lodging Management: An Introduction

The updated edition of the complete resource for a successfulcareer in hotel and lodging management

Hotel and Lodging Management, Second Edition Hotel and LodgingManagement, Second Edition Hotel and Lodging Management, SecondEdition prepares readers to succeed as managers in the hotel andlodging industry, while developing a solid foundation for a longand successful career. This comprehensive resource combinesdetailed presentations of each department in a hotel or lodgingestablishment along with a close examination of organizationalstructure and the interdependent relationship amongdepartments.

This updated Second Edition presents:

New, completely updated chapters on human resources and thesales and marketing departments Up–to–date case studies reflecting the latest management trendsand issues Profiles of industry pioneers working at all types ofproperties, from small motels to five–star hotels New sections on yield management, lodging environments,franchise companies, and management organizations

Hotel and Lodging Management, Second Edition is a comprehensivetool to help readers develop the understanding, knowledge, andskills to be tomorrow′s management leaders.Hotel and LodgingManagement, Second Edition is a comprehensive tool to help readersdevelop the understanding, knowledge, and skills to be tomorrow′smanagement leaders.

Preface xiii

Introduction xv

CHAPTER 1 Growth and Development of the Lodging Industry 1

Travel and Tourism 2

The History of Lodging 4

Lodging Industry Classification 7

CHAPTER 2 Organizational Structure 27

Overview of Organizational Design 28

Job Specialization 28

The Organization of a Lodging Establishment 29

Patterns of Authority 37

Span of Control 39

The Pros and Cons of Functional Organization Design 41

Meetings and Committees 42

The Future Organization of Hotels 45

The Hotel Staffing System 47

Career Paths and Opportunities 49

CHAPTER 3 The Front Office 53

Organization 54

Reservations 56

Registration 63

Guest Services 72

Telecommunications 74

Night Audit 75

Checkout 77

CHAPTER 4 Housekeeping 87

Housekeeping Staff 88

Scheduling 93

Guest Room Cleaning 96

Public Area Cleaning 99

Inventory and Control 99

Employee Safety 105

CHAPTER 5 The Marketing and Sales Department 117

The Sales Staff 118

Characteristics of a Successful Sales Department 119

The Telephone Survey 121

The Sales Call 122

Convention Bookings 123

Marketing Functions 127

Advertising 129

Brochures and Collateral Materials 129

Packages 130

Promotions 130

Public Relations 131

Rate Management and Pricing 132

CHAPTER 6 Human Resource Management 135

What It Is and What It Is About 136

Environment 137

Work and People 145

Motivating and Paying 154

Other Issues 159

CHAPTER 7 Hotel Food and Beverage 163

Introduction to Hotel Food and Beverage 164

The Operational Areas of the Food and Beverage Department 167

The Management of Hotel Food and Beverage 177

CHAPTER 8 Loss Prevention and Security 189

Loss Prevention 190

The Security Department 197

CHAPTER 9 The General Manager 217

Operational Control, Organizational Development, and Business Maintenance 218

Total Quality Management 221

The Importance of Communication 223

The Development of a Performance Culture 226

CHAPTER 10 Yield Management 235

Introduction 236

Fundamentals 239

Ways to Achieve Yield Management 241

CHAPTER 11 Management Contracts and Franchise Agreements 247

Management Contracts 248

Franchise Agreements 255

CHAPTER 12 Time – Share and Vacation Ownership 285

History of the Time–Share Industry 287

Resort Sales and Financing 289

Resort Amenities and Fees 294

Management of a Vacation Resort 295

Rules and Regulations of Vacation Ownership 296

CHAPTER 13 Resorts, Themed Lodging, and Special Lodging Environments 301

Recreation and Leisure Activities 302

Activity–Based Lodging 304

Themed Lodging 305

Unique Facilities 314

Other Types of Nontraditional Lodging 316

Summary 318

Review Questions 318

Activities 319

References 319

Glossary 321

Index 331

Alan T. Stutts is President of Brown College. He has received theStevenson–Fletcher Academic Excellence Award from the Counsel ofHotel, Restaurant, and Institutional Educators International(CHRIE), and the Lamp of Knowledge Award from the EducationalInstitute of the American Hotel and Lodging Association. He is theauthor of four books and numerous articles, and is the editor ofseveral publications.

James F. Wortman is a lecturer at the Conrad N. Hilton Collegeof Hotel and Restaurant Management at the University of Houston,where he teaches hotel management and is Director of the Office ofGaming Education and Research.