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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