Chapter 1 General Introduction to Hotel Industry
1. 1 The History of the Hospitality Industry
1.2 The Hospitality Industry
1.3 Types of Hotels
Chapter 2 Corporate Structures and Concepts of Operation
2. 1 Corporate Structures
2.2 Contract Forms
Chapter 3 Organizational Structure
3. 1 Job Specialization
3. 2 The Organization of a Lodging Establishment
3. 3 Patterns of Authority
3. 4 Span of Control
3. 5 The Hotel Staffing System
3. 6 Career Paths and Opportunities
Chapter 4 The Front Office
4. 1 Organization
4.2 Reservations
4.3 Registration
4. 4 Guest Services
4.5 Telecommunications
4. 6 Night Audit
Chapter 5 Housekeeping
5. 1 The Role of the Housekeeping Department
5. 2 Staffing the Department
5.3 Managing Housekeeping
5.4 Facility Care and Cleaning
5. 5 Laundry
Chapter 6 Food and Beverage
6. 1 Structure and Staffing of the Food and Beverage
Department
6. 2 Room Service Operations
6.3 Banquet Operations
6. 4 Convention Services
Chapter 7 Sales and Marketing
7. 1 Sales and Marketing Department
7.2 The Sales Staff
7. 3 Characteristics of a Successful Sales Department
7.4 Marketing
7. 5 Sales
Chapter 8 Human Resources
8. 1 Introduction to Human Resource Department
8.2 Functions of the Human Resources Department
Chapter 9 Accounting and Controls
9. 1 Accounting
9. 2 Income control
9.3 Budgeting
9.4 Financial Statements: Structure and Analysis
Chapter 10 Engineering Department
10. 1 Introduction to Engineering Department
10.2 Staffing the Department
10.3 Major Responsibilities
10. 4 Various Issues in Engineering
Chapter 11 Safety and Property Security
11. 1 Director of Security
11.2 Security Planning
11.3 Emergency Plans
11.4 Safety
11.5 Hotel Inspection
11.6 Accident Investigation
Chapter 12 Leadership and Management
12. 1 Leadership
12.2 Management
12. 3 General Manager
Glossary
Appendix
Bibliography
