| 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 |
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