1 INTRODUCTION TO HOTEL INDUSTRY 1
Classification and Rating of Hotels 1
Basic Types of Hotel Properties 3
Hotel Industry Characteristics 11
Measuring Hotel Performance 13
Partners in the Hotel Industry 14
The Structure of the Hotel Industry 16
2 THE MANAGEMENT OF HOTEL 25
Management Functions 25
Content of Hotel Management 27
Hotel General Manager 31
Examples of Best Practice in U.S.Hotel Industry 41
Information System Management 45
3 HOTEL QUALITY MANAGEMENT 50
Quality and Quality Management System 50
Total Quality Management 56
4 THE ROOM DIVISION 66
The Front Office Department Function 67
The Housekeeping Department Function 77
Interactions 85
5 THE FOOD AND BEVERAGE DEPARTMENT 92
Food＆Beverage Outlets 93
Jobs in Food and Beverage Department 95
Process of Food Service 95
Room Service Operation 105
Banquet Operations：Profit Opportunities 107
Alcoholic Beverage Service in Hotels 109
6 THE HUMAN RESOURCE DEPARTMENT 110
Role of Human Resource Department 110
Challenges in Modern HRM 113
Activities of Human Resource Department 114
7 THE SALES AND MARKETING DEPARTMENT 130
What Does a Marketing Department Do 130
Segmentation of the Sales and Marketing Department 132
Functions of the Sales and Marketing Department 134
Reporting,Measurement,Feedback and Control Systems 141
8 THE ACCOUNTNG DEPARTMENT 147
Responsibilities 147
Financial Reporting 148
Budgeting 157
9 THE ENGINEERING AND MAINTENANCE DEPARTMENT 165
System of Maintenance Management 165
Areas of Responsibility 166
Interactions 169
Managing Maintenance 170
Managing Utilities 177
10 THE SAFETY AND SECURITY DEPARTMENT 182
Personal Safety 182
Property Security 187
Liability for Damage or Loss to Guest Property 193
Departmental-specific Threats 197
11 INTERNATIONAL HOTEL INDUSTRY DEVELOPMENT 200
International Hotel Management Groups 200
World's Largest Hotel Companies and Largest Hotels 207
Challenges Confronting the Hotel Industry 213
Issues in Hotel Industry 216
Trends In Hotel Industry 218
REFERENCES 223