Textbook
Hospitality/Management
Paperback, 496 pages

• Preface
• Contributors.
• Acknowledgments.

• CHAPTER 1. OVERVIEW.
• 1.1 Introduction.
• 1.2 The Hotel Development Process (John Dew).
• 1.3 How Well Does the Branded Distribution Company Allow Independent Hotels to Compete with the Chains (Peter Cass)?.
• 1.4 The Art and Science of Opening a Hotel (Tom Dupar).
• 1.5 On-line Pricing: An Analysis of Hotel-company Practices (Peter O'Connor).
• 1.6 Customer Relationship Management-A Driver for Change in the Structure of the U.S. Lodging Industry (Gabriele Piccoli, Peter O'Connor, Claudio Capaccioli, and Roy Alvarez).
• 1.7 Spas and the Lodging Industry (Peter C. Anderson).
• Suggested Readings.
• Source Notes.
• L?gen zu den Aufgaben.
• Literatur

• CHAPTER 2. ORGANIZATION.
• 2.1 Introduction.
• 2.2 Organizational Design (Eddystone C. Nebel).
• 2.3 As I See It: Hotel Organization Structure (Mark Conklin).
• References.
• Suggested Readings.
• Source Notes.

• CHAPTER 3. GENERAL MANAGERS: A VIEW AT THE TOP.
• 3.1 Introduction.
• 3.2 A Conceptual Framework of the Hotel General Manager's Job (Eddystone C. Nebel, and Ajay Ghei).
• 3.3 Grooming Future Hospitality Leaders: A Competencies Model (Beth G. Chung-Herrera, Cathy A. Enz and Melenie J. Lankau).
• 3.4 As I See It: What I Do (Emilio Fabico).
• 3.5 A Day in the Life of a Hilton Hotel General Manager (Robert O. Balmer).
• 3.6 A Day in the General Manager's Life (Bob Peckenpaugh).
• 3.7 Mini Case: Sunset Hotels & Suites.
• References.
• Suggested Readings.
• Source Notes.

• CHAPTER 4. OPERATIONS: ROOMS.
• 4.1 Introduction.
• 4.2 The Electrifying Job of the Front Office Manager (James A. Bardi).
• 4.3 A Day in the Life of the Front Office Manager (Garry Dickover).
• 4.4 Yield Management: Choosing the Most Profitable Reservations (William J. Quain and Stephen M. LeBruto).
• 4.5 Concierge (cone-see-air-j) (Mario Arnaldo).
• 4.6 As I See It: Management of the Front Office (Oliver Meinzer).
• 4.7 Mini Case: The New FOM.
• 4.8 To Change or Not To Change: A Case Study at the Front Desk (Nancy Swanger).
• References.
• Suggested Readings.
• Source Notes.

• CHAPTER 5. OPERATIONS: HOUSEKEEPING, ENGINEERING, AND SECURITY.
• 5.1 Introduction.
• 5.2 A Day in the Life of a Director of Rooms (Kurt Englund).
• 5.3 Housekeeping Organizations: Their History, Purpose, Structures, and Personnel (Thomas Jones).
• 5.4 On Being an Executive Housekeeper (John Lagazo).
• 5.5 The Hotel Engineering Function: Organization, People, and Issues in the Modern Era (Denney G. Rutherford).
• 5.6 The Engineering Department and Financial Information (Agnes Lee DeFranco and Susan B. Sheridan).
• 5.7 The Legal Environment of Lodging Operations (Melissa Dallas).
• 5.8 Asphalt Jungle (Je'anna Abbott and Gil Fried).
• 5.9 Workplace Violence in Hotels (Mark Beattie and Jacinta Gau).
• 5.10 Case Study: Housekeeping, Engineering and Security.
• References.
• Suggested Readings.
• Source Notes.

• CHAPTER 6. FOOD AND BEVERAGE DIVISION.
• 6.1 Introduction.
• 6.2 Managing Food and Beverage Operations in Lodging Organizations (Robert H. Bosselman).
• 6.3 As I See It: Hotel Director of Food and Beverage (Dominic Provenzano).
• 6.4 Best Practices in Food and Beverage Management (Judy A. Siguaw and Cathy A. Enz).
• 6.5 Strategic Alliances Between Hotels and Restaurants (Robert W. Strate and Clinton L. Rappole).
• 6.6 Contemporary Hotel Catering (Patti J. Shock and John Stefanelli).
• 6.7 A Day in the Life of an Executive Director of Catering Sales and Convention Services (Rich Benninger).
• 6.8 The Organization and Management of Hotel Beverage Operations (Valentino Luciani).
• 6.9 Case Study: Crisis in the Food Court (Nancy Swanger).
• 6.10 Case Study: Outside the Box in the Food and Beverage Division.
• References.
• Suggested Readings.
• Source Notes.

• CHAPTER 7. MARKETING AND ASSOCIATED ACTIVITIES.
• 7.1 Introduction.
• 7.2 Building Market Leadership: Marketing as Process (Fletch Waller).
• 7.3 Consumer Decision Rules and Implications for Hotel Choice (Bianca Grohmann and Eric Spangenberg).
• 7.4 Hotel Pricing (Marta Sinclair and Carl R. Sinclair).
• 7.5 A Day in the Life of a Regional Revenue Manager (Paul Chappelle).
• 7.6 Hotel Sales Organization and Operations (Margaret Shaw and Susan V. Morris).
• References.
• Suggested Readings.
• Source Notes.

• CHAPTER 8. FINANCIAL CONTROL AND INFORMATION MANAGEMENT.
• 8.1 Introduction.
• 8.2 The Lodging Chief Financial Executive (Raymond S. Schmidgall).
• 8.3 Budgeting and Forecasting: Current Practice in the Lodging Industry (Raymond S. Schmidgall and Agnes L. DeFranco).
• 8.4 As I See It: The Hotel Controller (Mike Draeger).
• 8.5 The Hotel Purchasing Function (C. Lee Evans).
• 8.6 Data Mining for Hotel Firms: Use and Limitations (Vincent P. Magnini, Earl D. Honeycutt, Jr. and Sharon K. Hodge).
• References.
• Suggested Readings.
• Source Notes.

• CHAPTER 9. HUMAN RESOURCES POLICY MANAGEMENT.
• 9.1 Introduction.
• 9.2 Driving Hospitality Into the Future (Christian Hardigree, Ellis Norman, Gail Sammons, Vince Eade, William Werner, Robert H. Woods and Cheri Young).
• 9.3 The Causes and Consequences of Turnover in the Hospitality Industry (Carl D. Riegel).
• 9.4 Current Issues in Hospitality Employment Law (Suzanne K. Murrmann and Cherylynn Becker).
• 9.5 The Strategic and Operational Roles of Human Resources-An Emerging Model (J. Bruce Tracey and Arthur E. Nathan).
• Index.

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