Cover image for Hotel management and operations
Hotel management and operations
Rutherford, Denney G., 1942-2015.
Third edition.
Publication Information:
New York : Wiley, [2002]

Physical Description:
xxii, 536 pages : illustrations ; 24 cm
General Note:
Includes bibliographical references and index.
Subject Term:
Electronic Access:
Table of Contents
Format :


Call Number
Material Type
Home Location
Item Holds
TX911.3.M27 H663 2002 Adult Non-Fiction Non-Fiction Area

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A real-world look at every major aspect of hotel management and operations

Hotel Management and Operations, Third Edition, helps readers to develop the wide-ranging knowledge and analytical skills they need to succeed in today's burgeoning and dynamic hotel industry. Featuring contributions from 60 leading industry professionals and academics, this comprehensive presentation encourages critical thinking by exposing readers to different viewpoints within a coherent theoretical structure, enabling them to formulate their own ideas and solutions.

Each of the book's nine parts examines a specific hotel department or activity and presents a variety of viewpoints on the duties, responsibilities, problems, and opportunities encountered there. Multidimensional case studies challenge readers to identify the central issues in complex management problems, understand the structure and resources of the department in question, and find solutions that may involve other hotel resources and departments.

This remarkably well-designed learning tool:
* Covers all hotel departments, from front office to finance, from marketing to housekeeping
* Links advanced theory with real-world problems and solutions
* Encourages critical thinking by presenting differing viewpoints
* Features "As I See It" and "Day in the Life" commentary from young managers
* Provides a solid introduction to every aspect of hotel management

Complete with extensive references and suggestions for further reading, Hotel Management and Operations, Third Edition, is an ideal book for university hospitality programs and management training programs within the hotel industry.

Author Notes

DENNEY G. RUTHERFORD, PhD, is the Ivar Haglund Distinguished Professor in the Hotel and Restaurant Administration Program at Washington State University.

Table of Contents

Randell A. Smith and John D. LesureJohn DewPeter CassTom DuparRick BrunsEddystone C. Nebel, IIIMark ConklinEddystone C. Nebel, III and Denney G. Rutherford and Jeffrey D. SchafferEddystone C. Nebel, III and Ajay GheiEmilio FabicoRobert H. Woods and Denney G. Rutherford and Raymond S. Schmidgall and Michael SciariniRobert O. Balmer, CHAMatt BergeCheri A. YoungJames A. BardiGarry DickoverWilliam J. Quain and Stephen M. LeBrutoGlenn WithiamBob PeckenpaughNancy SwangerKurt EnglundThomas JonesJohn LagazoDenney G. RutherfordAgnes Lee DeFranco and Susan B. SheridanDenney G. Rutherford and Jon P. McConnellMelissa DallasJe'anna Abbott and Gil FriedRobert H. BosselmanDominic ProvenzanoJudy A. Siguaw and Cathy A. EnzRobert W. Strate and Clinton L. RappoleDavid V. PavesicPatti J. Shock and John M. StefanelliRich BenningerGene FritzValentino LucianiFletch WallerChekitan S. Dev and Michael D. OlsenEric R. Spangenberg and Bianca GrohmannMargaret ShawEric B. OrkinPaul ChappelleMargaret Shaw and Susan V. MorrisDenney G. Rutherford and W. Terry UmbreitRhonda J. Montgomery and Denney G. RutherfordLouis B. RichmondFletch WallerRaymond S. SchmidgallRaymond S. Schmidgall and Agnes Lee DeFrancoMichael J. DraegerCarl D. RiegelC. Lee EvansJudy A. Siguaw and Cathy A. EnzRobert K. GriffinRobert H. WoodsCarl D. RiegelSuzanne K. Murrmann and Cherylynn BeckerM. Chris PaxsonMelenie J. Lankau
Contributorsp. xi
Forewordp. xiii
Prefacep. xv
Acknowledgmentsp. xxi
1 Overview
1.1 Introductionp. 1
1.2 The U.S. Lodging Industry Todayp. 5
1.3 The Hotel Development Processp. 14
1.4 The Emergence of the Branded Distribution Companyp. 19
1.5 "Meet Me at the Westin, er, Make that the Hilton": Life on the Front Lines in Rebranding a Hotelp. 26
1.6 Back by Popular Demandp. 31
Referencesp. 35
Suggested Readingsp. 36
Source Notesp. 36
2 Organization
2.1 Introductionp. 37
2.2 Organization Designp. 41
2.3 As I See It: Hotel Organization Structurep. 53
2.4 Reengineering the Hotel Organizationp. 55
2.5 Case Study: Organizationp. 64
Referencesp. 65
Suggested Readingsp. 65
Source Notesp. 65
3 General Managers: a View at the Top
3.1 Introductionp. 67
3.2 A Conceptual Framework of the Hotel General Manager's Jobp. 69
3.3 As I See It: The Hotel GMp. 78
3.4 Hotel General Managers: Focused on the Core Businessp. 79
3.5 A Day in the Life: General Manager of a Las Vegas Hotelp. 88
3.6 Director of Operations: GM in Waitingp. 90
3.7 Mini Case: Sunset Hotels and Suitesp. 92
Referencesp. 92
Suggested Readingsp. 93
Source Notesp. 94
4 Operations: Rooms
4.1 Introductionp. 95
4.2 Raw Nerves at the Nerve Center: An Insider's View of Life at the Front Deskp. 97
4.3 The Electrifying Job of the Front Office Managerp. 114
4.4 A Day in the Life of the Front Office Managerp. 117
4.5 Yield Management: Choosing the Most Profitable Reservationsp. 120
4.6 American Concierges Set Service Standardsp. 131
4.7 A Day in the Operations Lifep. 136
4.8 Mini Case: The New FOMp. 138
4.9 To Change or Not to Change: A Case Study at the Front Deskp. 139
Referencesp. 140
Suggested Readingsp. 141
Source Notesp. 142
5 Operations: Housekeeping, Engineering, and Security
5.1 Introductionp. 143
5.2 A Day in the Life of a Director of Roomsp. 149
5.3 Housekeeping Organizations: Their History, Purpose, Structures, and Personnelp. 150
5.4 "On Being an Executive Housekeeper"p. 162
5.5 The Hotel Engineering Function: Organization, People, and Issues in the Modern Erap. 165
5.6 The Engineering Department and Financial Informationp. 172
5.7 De Facto Security Standards: Operators at Riskp. 177
5.8 The Legal Environment of Lodging Operationsp. 191
5.9 Asphalt Junglep. 201
5.10 Case Study: Housekeeping, Engineering, and Securityp. 211
Referencesp. 211
Suggested Readingsp. 213
Source Notesp. 214
6 Food and Beverage Division
6.1 Introductionp. 215
6.2 Hotel Food and Beverage Organization and Managementp. 219
6.3 As I See It: Hotel Director of Food and Beveragep. 229
6.4 Best Practices in Food and Beverage Managementp. 231
6.5 Strategic Alliances between Hotels and Restaurantsp. 240
6.6 Menu Marketingp. 255
6.7 Contemporary Hotel Cateringp. 259
6.8 Executive Director of Catering Sales--A Day in My Lifep. 264
6.9 The Hotel Executive Chefp. 267
6.10 Organization and Management for Hotel Beverage Operationsp. 281
6.11 Case Study: Food and Beverage Divisionp. 287
Referencesp. 288
Suggested Readingsp. 289
Source Notesp. 289
7 Marketing and Associated Activities
7.1 Introductionp. 291
7.2 Building Market Leadership: Marketing as Processp. 293
7.3 Marketing Challenges for the Next Decadep. 302
7.4 Hotel Choice Decision Rulesp. 311
7.5 Hotel Pricingp. 321
7.6 Wishful Thinking and Rocket Sciencep. 326
7.7 A Day in the Life of a Regional Revenue Managerp. 332
7.8 Hotel Sales Organization and Operationsp. 334
7.9 Improving Interactions between Meeting Planners and Hotel Employeesp. 339
7.10 A Profile of Convention Services Professionalsp. 358
7.11 Putting the Public in Public Relations: The Case of the Seattle Sheraton Hotel and Towersp. 371
7.12 Building Market Leadership: Improving Productivity of the Marketing Processp. 378
7.13 Mini Case: Revamping the Marketing Research Departmentp. 394
Referencesp. 395
Suggested Readingsp. 396
Source Notesp. 397
8 Financial Control and Information Management
8.1 Introductionp. 399
8.2 The Lodging Chief Financial Executivep. 401
8.3 Budgeting and Forecasting: Current Practice in the Lodging Industryp. 409
8.4 As I See It: The Hotel Controllerp. 417
8.5 Hotel Purchasing as a Key Business Activityp. 419
8.6 The Hotel Purchasing Functionp. 422
8.7 Best Practices in Information Technologyp. 428
8.8 Data Warehousingp. 444
Referencesp. 454
Suggested Readingsp. 455
Source Notesp. 455
9 Human Resources Policy Management
9.1 Introductionp. 457
9.2 Predicting Is Difficult, Especially about the Future: Human Resources in the New Millenniump. 459
9.3 The Causes and Consequences of Turnover in the Hospitality Industryp. 469
9.4 Current Issues in Hospitality Employment Lawp. 476
9.5 Employee Work Teams in Hospitalityp. 485
9.6 Mentoring to Boost Employee Productivity and Retention in Hotel Organizationsp. 503
Referencesp. 513
Suggested Readingsp. 517
Source Notesp. 517
Indexp. 519