The environment of the hotel business -- Service, people, & profits in the hotel business -- An overview of strategic planning -- Planning in hotels -- Hotel organization -- Coordinating the activites of a hotel -- Hotel staffing -- Motivation -- Communication in hotels -- Leading people -- Leading organizations -- An overview of controlling hotel operations -- Controlling results: hotel revenues & costs -- Control: getting employees to do things right & to do the right things -- The GMs' background & personal characteristics -- The day-to-day activities of outstanding hotel managers.