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

Michael J. O'Fallon, PhD, teaches in the Hospitality and Tourism Management Department in the College of Business at James Madison University.

Denney G. Rutherford, PhD, is the Endowed Chair Emeritus in the School of Hospitality Business Management at Washington State University.