Hotel operations management / David K. Hayes, Jack D. Ninemeier and Allisha A. Miller

Includes index.

1. Overview of the hotel industry -- 2. The Guest service imperative -- 3. The Hotel General manager -- 4. General Managers are leaders -- 5. Human Resources -- 6. Accounting -- 7. Revenue Management -- 8. Sales and Marketing -- 9. The front office -- 10. Housekeeping -- 11. Food and beverage -- 12. Property operation and maintenance -- 13. Personal safety and property security -- 14. Franchise agreements and management contracts -- 15. Managing in the Global hotel industry.

Prepare future hotel general managers to efficiently supervise and run a midsize full-service hotel. Hotel Operations Management provides an up-to-date and comprehensive examination of all aspects of hotel administration from the viewpoint of the hotel general manager. Detailed information addresses the operating departments of a full-service hotel: Human Resources; Controller; The Front Office; Housekeeping; Food and Beverage; Safety and Property Security; Sales and Marketing; Accounting; and Facility Engineering and Maintenance. In-depth discussions highlight the importance of human resources in the labor-intensive hotel industry, franchising and contract management of properties in an ever-decreasing "Mom and Pop" segment, and hotel management in a global environment. Updated throughout to ensure that readers have the latest information, the Third Edition also includes new case studies, an entirely new chapter on guest services, and new end-of-chapter questions. This accurate book will give prospective hotel managers insight into all of the procedures effective managers use to ensure their hotels-and their own-success.