Hotel Operations Management (3e) : 9780134337623

Hotel Operations Management (3e)

Hayes & Ninemeier
 
Edition
 
3
ISBN
 
9780134337623
ISBN 10
 
013433762X
Published
 
20/07/2016
Published by
 
Pearson Higher Ed USA
Pages
 
624
Format
 
Out of stock
 
Title type
Book
$142.99
 
 
Title type
 
$57.00
 
 
Description

For the Introduction to Hotel Operations or Introduction to Lodging course in Hospitality Management departments.



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 3rd 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 hotel’s—and their own—success.

Table of contents
  • 1.    The Hotel Industry: Overview and Professional Career Opportunities
  • 2.    Guest Service
  • 3.    The Hotel General Manager
  • 4.    Management, Supervision and Service Skills for the G.M.
  • 5.    Human Resources
  • 6.    Accounting
  • 7.    Revenue Management
  • 8.    Sales and Marketing
  • 9.    The Front Office
  • 10.  Housekeeping
  • 11.  Food and Beverage
  • 12.  Facility Engineering and Maintenance
  • 13.  Safety and Property Security
  • 14.  Franchise Agreements and Management Contracts
  • 15.  Managing in the Global Hotel Industry
New to this edition

Keeps your course current with updates to every chapter:

  • UPDATED: Chapter 1 now includes the Revenue Manager position in the organization chart to reflect the widespread use of this position. A discussion is included on the increase in hotel competition. New information is included about the about use of technology for guest room reservations, data mining, and social media use to enhance guest room sales.
  • Chapter 2 is an entirely new chapter on Guest Service that explains the importance of guest service and tactics for hotel managers and staff to deliver guest service.
  • UPDATED: Chapter 4 includes a new major section on organizational culture and core values, vision, and mission and tactics hotel GMs can use to endorse and reinforce these tools. New information is included about on-boarding and off-boarding.  
  • UPDATED: Chapter 5 includes major sections on termination and succession planning. Additional details for the HR Associate (Assistant) job description are covered. New information is included in regard to overtime exceptions for FSLA and the federally-mandated employment poster. A new discussion explores the increased use of social media and Internet for employment ads as well as employee social media policy information. A new section covers the legal aspects of uniforms and grooming. 
  • UPDATED: Chapter 6 includes information on the USALI (accounting systems) conversion/update.
  • UPDATED: Chapter 8 explores hotel marketing using social networks/social media.
  • UPDATED: Chapter 9 includes additional information on guest data security management,
  • UPDATED: Chapter 10 contains a new discussion on the control of bedbugs.
  • UPDATED: Chapter 11 includes major new sections on hotel F/B organizational structures, ala carte dining, VIP/Concierge services, and hotel F/B trends.
  • UPDATED: Chapter 12 discusses the use of LED lighting.
  • UPDATED: Chapter 13 includes new (as of Jan.1, 2015) OSHA workplace injury/accident reporting requirement. Additional information is included covering CCTV/DVR and wireless security systems and the National Terrorism Advisory System (NTAS, which in 2011 replaced the color-coded Homeland Security Advisory System: HSAS).
  • UPDATED: Chapter 14 includes updated information on the old Franchise Offering Circular (FOC) requirement, now the Franchise Disclosure Document (FDD) requirement effective Jan 1, 2007.
  • UPDATED: Chapter 15 discusses new trends in international hotel growth and management, operation, and marketing.
Features & benefits

Helps readers gain insight as to how theories work in practice. Pedagogical features include:

  • Chapter Learning Objectives are listed at the beginning of each chapter, and specific objectives then introduce each topic.
  • Definitions of key industry terms. The terms defined throughout each chapter are listed at the end of the chapter, and a glossary of more than 430 definitions is included at the end of the book.
  • An Interesting Detail element that examines unique aspects of specific discussions is found within each chapter.
  • Two Real World Hotel Challenges in each chapter provide short case studies that allow readers working alone or in groups to assume the role of a hotel general manager.
  • Managerial Tools. Checklists, forms, and other tools used to implement and maintain hotel standards are included in each chapter when applicable.
  • Your Opinion Counts. This chapter-concluding feature encourages students studying individually or working in groups to consider the concepts they have studied in the chapter.

Keeps your course current with updates to every chapter:

  • UPDATED: Chapter 1 now includes the Revenue Manager position in the organisation chart to reflect the widespread use of this position. A discussion is included on the increase in hotel competition. New information is included about the about use of technology for guest room reservations, data mining, and social media use to enhance guest room sales.
  • Chapter 2 is an entirely new chapter on Guest Service that explains the importance of guest service and tactics for hotel managers and staff to deliver guest service.
  • UPDATED: Chapter 4 includes a new major section on organisational culture and core values, vision, and mission and tactics hotel GMs can use to endorse and reinforce these tools. New information is included about on-boarding and off-boarding.  
  • UPDATED: Chapter 5 includes major sections on termination and succession planning. Additional details for the HR Associate (Assistant) job description are covered. New information is included in regard to overtime exceptions for FSLA and the federally-mandated employment poster. A new discussion explores the increased use of social media and Internet for employment ads as well as employee social media policy information. A new section covers the legal aspects of uniforms and grooming. 
  • UPDATED: Chapter 6 includes information on the USALI (accounting systems) conversion/update.
  • UPDATED: Chapter 8 explores hotel marketing using social networks/social media.
  • UPDATED: Chapter 9 includes additional information on guest data security management,
  • UPDATED: Chapter 10 contains a new discussion on the control of bedbugs.
  • UPDATED: Chapter 11 includes major new sections on hotel F/B organisational structures, ala carte dining, VIP/Concierge services, and hotel F/B trends.
  • UPDATED: Chapter 12 discusses the use of LED lighting.
  • UPDATED: Chapter 13 includes new (as of Jan.1, 2015) OSHA workplace injury/accident reporting requirement. Additional information is included covering CCTV/DVR and wireless security systems and the National Terrorism Advisory System (NTAS, which in 2011 replaced the colour-coded Homeland Security Advisory System: HSAS).
  • UPDATED: Chapter 14 includes updated information on the old Franchise Offering Circular (FOC) requirement, now the Franchise Disclosure Document (FDD) requirement effective Jan 1, 2007.
  • UPDATED: Chapter 15 discusses new trends in international hotel growth and management, operation, and marketing.
Author biography

David K. Hayes, Ph.D. has over 35 years of experience in the field of hospitality management and education. Dr. Hayes initiated the hospitality management program at Texas Tech University. He has held faculty positions at Purdue University and the University of Houston’s Conrad Hilton College of Hotel Administration; as well as the position of Vice President of the Educational Institute of the American Hotel and Lodging Association (AH&LA). In 2005, Dr. Hayes formed Panda Professionals Hospitality Management and Training, (www.pandapros.com); a training resources company that develops customized hospitality education-related computer simulations, print publications, and seminars. Dr. Hayes is a prolific author, having published over a dozen textbooks, including versions translated into Chinese, Portuguese, Croatian and Spanish. In addition to his Ph.D., Dr. Hayes earned the hospitality industry certification of Food Management Professional (FMP) from the National Restaurant Association (NRA) where he has served as a consultant on the ManageFirst program. He also has earned the Certified Food and Beverage Executive (CFBE) and Certified Hospitality Administrator (CHA) designations from the American Hotel and Lodging Association. Dr. Hayes received his Bachelor of Science (BS), and Masters of Science (MS), degrees in Hospitality Management and his Ph.D. degree in Educational Administration from Purdue University, West Lafayette, Indiana.

 

Dr. Jack Ninemeier is a professor emeritus in TheSchool of Hospitality Business at Michigan State University.  His Ph.D. is from the University of Wisconsin, Madison.  He holds Master of Science and undergraduate degrees from, respectively, Iowa State University and Southern Illinois University.  His experience includes more than thirty years of university teaching at Michigan State University and the University of New Orleans, seven years of service as a state-level administrator of a feeding program serving in excess of 350,000 meals daily, and four years of experience in various positions in commercial foodservice operations.  Additionally, he was a Research Consultant for the Educational Institute of the American Hotel & Lodging Association for twelve years.  Dr. Ninemeier is the author, co-author, editor, or co-editor of seventy-three books relating to various aspects of foodservice and healthcare management, and he has written numerous articles involving these and related areas.

 

Allisha A. Miller is a hospitality industry professional specializing in the development of educational and training materials targeting today’s technology savvy student. As an experienced lodging industry specialist Ms. Miller held the position of Director of Sales and Marketing for the full-service Clarion Hotel and Conference Center prior to joining Panda Professionals Hospitality Management and Training (PANDA) in 2005 as a project manager.