CONTENTS

Preface xi
Contributors xiii
Acknowledgments xv

chapter 1 O V E R V I E W I

1.1 Introduction 1 1.6 Customer Relationship Management—A

1.2 The Hotel Development Process 5 Driver for Change in the Structure of the
John Dew U.S. Lodging Industry 36
Gabriele Piccoli, Peter O’Connor,
1.3 How Well Does the Branded Distribution
Claudio Capaccioli, and Roy Alvarez
Company Allow Independent Hotels to
Compete with the Chains? 14 1.7 Spas and the Lodging Industry 50
Peter Cass Peter C. Anderson
1.4 The Art and Science of Opening References 67
Suggested Readings 68
a Hotel 21
Source Notes 68
Tom Dupar
1.5 On-line Pricing: An Analysis of
Hotel-Company Practices 26
Peter O’Connor

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chapter 2 O R G A N I Z AT I O N 69

2.1 Introduction 69 References 88

Suggested Readings 88
2.2 Organizational Design 73
Source Notes 88
Eddystone C. Nebel III
2.3 As I See It: Hotel Organization
Structure 86
Mark Conklin

chapter 3 G E N E R A L M A N A G E R S : A V I E W
AT T H E T O P 89

3.1 Introduction 89 3.5 A Day in the Life of a Hilton Hotel

3.2 A Conceptual Framework of the Hotel General Manager 113
General Manager’s Job 91 Robert O. Balmer, CHA
Eddystone C. Nebel III and Ajay Ghei 3.6 A Day in the General Manager’s Life 115
3.3 Grooming Future Hospitality Leaders: Bob Peckenpaugh
A Competencies Model 101 3.7 Mini Case: Sunset Hotels and Suites 118
Beth G. Chung-Herrera, Cathy A. Enz, References 118
and Melenie J. Lankau Suggested Readings 120
3.4 As I See It: What I Do 111 Source Notes 120
Emilio Fabico

chapter 4 O P E R AT I O N S : R O O M S 121

4.1 Introduction 121 4.5 Concierge (cone-see-air-j) 143

4.2 The Electrifying Job of the Front Office Mario Arnaldo
Manager 124 4.6 As I See It: Management of the
James A. Bardi Front Office 149
4.3 A Day in the Life of the Front Office Oliver Meinzer
Manager 127 4.7 Mini Case: The New FOM 161
Garry Dickover 4.8 To Change or Not to Change:
4.4 Yield Management: Choosing the Most A Case Study at the Front Desk 162
Profitable Reservations 131 Nancy Swanger
William J. Quain and Stephen M. LeBruto References 163
Suggested Readings 164
Source Notes 164
 Contents vii

chapter 5 O P E R AT I O N S : H O U S E K E E P I N G ,
ENGINEERING, AND SECURITY 167

5.1 Introduction 167 5.6 The Engineering Department and

5.2 A Day in the Life of a Director Financial Information 199
of Rooms 173 Agnes Lee DeFranco and
Kurt Englund Susan B. Sheridan
5.3 Housekeeping Organizations: Their 5.7 The Legal Environment of Lodging
History, Purpose, Structures, and Operations 205
Personnel 175 Melissa Dallas
Thomas Jones 5.8 Asphalt Jungle 217
5.4 On Being an Executive Housekeeper 188 Je’anna Abbott and Gil B. Fried
John Lagazo 5.9 Workplace Violence in Hotels 227
5.5 The Hotel Engineering Function: Mark Beattie and Jacinta Gau
Organization, People, and Issues in the 5.10 Case Study: Housekeeping,
Modern Era 191 Engineering, and Security 230
Denney G. Rutherford References 231
Suggested Readings 233
Source Notes 234

chapter 6 F O O D A N D B E V E R A G E D I V I S I O N 235

6.1 Introduction 235 6.7 A Day in the Life of an Executive

6.2 Managing Food and Beverage Director of Catering Sales and
Operations in Lodging Organizations 239 Convention Services 287
Robert H. Bosselman Rich Benninger
6.3 As I See It: Hotel Director of Food and 6.8 The Organization and Management of
Beverage 251 Hotel Beverage Operations 291
Dominic Provenzano Valentino Luciani
6.4 Best Practices in Food and Beverage 6.9 Case Study: Crisis in the Food Court 298
Management 253 Nancy Swanger
Judy A. Siguaw and Cathy A. Enz 6.10 Case Study: Outside the Box in the Food
6.5 Strategic Alliances Between Hotels and and Beverage Division 299
Restaurants 265 References 300
Robert W. Strate and Clinton L. Rappole Suggested Readings 301
Source Notes 302
6.6 Contemporary Hotel Catering 282
Patti J. Shock and John M. Stefanelli
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chapter 7 M A R K E T I N G A N D A S S O C I AT E D
ACTIVITIES 303

7.1 Introduction 303 7.6 Hotel Sales Organization and

7.2 Building Market Leadership: Marketing Operations 348
as Process 305 Margaret Shaw and Susan V. Morris
Fletch Waller 7.7 Putting the Public in Public Relations:
7.3 Consumer Decision Rules and Implica- The Case of the Seattle Sheraton Hotel
tions for Hotel Choice 321 and Towers 353
Bianca Grohmann and Eric Spangenberg Louis B. Richmond
7.4 Hotel Pricing 334 7.8 Mini Case: Revamping the Marketing Re-
Marta Sinclair and Carl R. Sinclair search Department 360
7.5 A Day in the Life of a Regional Revenue References 361
Suggested Readings 362
Manager 345
Source Notes 362
Paul Chappelle

chapter 8 F I N A N C I A L C O N T R O L A N D
I N F O R M AT I O N M A N A G E M E N T 365

8.1 Introduction 365 8.5 The Hotel Purchasing Function 391

8.2 The Lodging Chief Financial C. Lee Evans
Executive 368 8.6 Data Mining for Hotel Firms: Use and
Raymond S. Schmidgall Limitations 399
8.3 Budgeting and Forecasting: Current Vincent P. Magnini, Earl D. Honeycutt Jr.,
Practice in the Lodging Industry 377 and Sharon K. Hodge
Raymond S. Schmidgall and References 412
Agnes Lee DeFranco Suggested Readings 414
Source Notes 414
8.4 As I See It: The Hotel Controller 387
Michael J. Draeger
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chapter 9 H U M A N R E S O U R C E S P O L I C Y
MANAGEMENT 415

9.1 Introduction 415 9.5 The Strategic and Operational Roles

9.2 Driving Hospitality Into the Future 417 of Human Resources—An Emerging
Christian Hardigree, Ellis Norman, Gail Model 446
Sammons, Vince Eade, William Werner, J. Bruce Tracey and Arthur E. Nathan
Robert H. Woods, and Cheri Young References 457
9.3 The Causes and Consequences of
Turnover in the Hospitality Industry 429
Carl D. Riegel
9.4 Current Issues in Hospitality
Employment Law 436
Suzanne K. Murrmann and Cherylynn
Becker

INDEX 461