| Description |
1 online resource (657 pages) |
| Contents |
Cover; Title; Copyright; Acknowledgements; Contents; 1 The Hospitality Industry -- Past, Present and Future; 1.1 Introduction; 1.2 History of the Hospitality Industry; Summary; Questions and assignments for reflection; 2 Rating Systems and the Structure of the Hospitality Industry; 2.1 Introduction; 2.2 Rating systems; 2.3 Classification; 2.4 Hotel organisation; 2.5 Guests and segments; Summary; Questions and assignments for reflection; 3 Hotel Management -- Viewed from Above; 3.1 Introduction; 3.2 General Management; 3.3 Other members of the Executive Team; 3.4 The Property Management System |
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6.3 The importance of Human Resource Management to hospitality managers6.4 New approaches to organising human resources; 6.5 Trends shaping human resource management in the hospitality industry; 6.6 Trends in the nature of work; 6.7 Recruitment and Selection; 6.8 Training; 6.9 Motivation; 6.10 Performance Management; 6.11 Managing wages and salaries; 6.12 Other matters; Summary; Questions and assignments for reflection; 7 Marketing for the Hospitality Industry; 7.1 Introduction; 7.2 What is marketing?; 7.3 Hospitality marketing and sales; 7.4 Current trends in hospitality marketing |
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7.5 Planning and creating service products7.6 Importance of service employees in sales and marketing; 7.7 Digital marketing in the hospitality industry; Summary; Questions and assignments for reflection; 8 Financial Control and the Accounting Department; 8.1 Introduction; 8.2 The accounting function and systems; 8.3 Principal financial statements; 8.4 Management reports; 8.5 Some accounting issues; 8.6 Forecasting and budgeting; Summary; Questions and assignments for reflection; 9 Facility Engineering and Maintenance; 9.1 Introduction; 9.2 Roles and responsibilities; 9.3 Types of maintenance |
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9.4 Hotel energy and water managementSummary; Questions and assignments for reflection; 10 Managing Safety and Security Issues; 10.1 Introduction; 10.2 Safety and security legislation and programmes; 10.3 Security systems; Summary; Questions and assignments for reflection; 11 Managing Hospitality Services; 11.1 Introduction; 11.2 About services; 11.3 Hospitality service types; 11.4 Managing the service experience; 11.5 Downsides; 11.6 Hotel types and examples; Summary; Questions and assignments for reflection; 12 Conceiving Hospitality Processes; 12.1 Introduction |
| Summary |
Questions and assignments for reflection; 4 The Rooms Department; 4.1 Introduction; 4.2 A guest's journey; 4.3 Reservations; 4.4 The Front Office; 4.5 Housekeeping; Summary; Questions and assignments for reflection; 5 The Food and Beverage Department; 5.1 Introduction; 5.2 Types of Food and Beverage Service Operations; 5.3 The restaurant business; 5.4 Restaurant operations; 5.5 Room service; 5.6 Conference and Banqueting; 5.7 Hotel bars; Summary; Questions and assignments for reflection; 6 Hospitality Human Resource Management; 6.1 Introduction; 6.2 Human Resource Management functions |
| Notes |
12.2 Process characteristics and performance objectives |
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Print version record |
| Subject |
Hotel management--United States
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| Form |
Electronic book
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| Author |
De Bruyn, Shane
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Benhadda, Latifa
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Lashley, Conrad
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Penninga, Saskia
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Rowson, Bill
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| ISBN |
9781000035940 |
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1000035948 |
|
9781351217293 |
|
1351217291 |
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