Hotel Operations Management

Hotel Operations Management 3rd Edition Hayes Solutions Manual Full Download:

Online Instructor's Manual to accompany

Hotel Operations Management

Third Edition

David K. Hayes Jack D. Ninemeier Allisha A. Miller

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ISBN-13: 978-0-13-433762-3 ISBN-10: 0-13-433762-X

TABLE OF CONTENTS

CHAPTER 1. Overview of the Hotel Industry

1

CHAPTER 2. The Guest Service Imperative

21

CHAPTER 3. The Hotel General Manager

42

CHAPTER 4. General Managers are Leaders

65

CHAPTER 5. Human Resources

88

CHAPTER 6. Accounting

113

CHAPTER 7. Revenue Management

141

CHAPTER 8. Sales and Marketing

173

CHAPTER 9. The Front Office

198

CHAPTER 10. Housekeeping

231

CHAPTER 11. Food and Beverage

260

CHAPTER 12. Property Operation and Maintenance

287

CHAPTER 13. Personal Safety and Property Security

313

CHAPTER 14. Franchise Agreements and Management Contracts

340

CHAPTER 15. Managing in the Global Hotel Industry

366

Chapter 1 - Overview of the Hotel Industry

CHAPTER 1 OUTLINE

Lodging Is Part of the Tourism Industry Overview of the Tourism Industry The Lodging (Hotel) Sector

Close Look at Lodging Organizations Lodging Properties Lodging Guests Lodging Industry Characteristics

Hotel Ownership, Management, and Organizational Alternatives

Who Owns and Manages Hotels? Hotel Organizational Structures

Small Hotels Large Hotels Mega Hotels

Hotel Departments Line and Staff Departments Revenue and Cost Centers

Current Industry Challenges Management and Operating Challenges Labor Shortages Cost Containment Increased Competition Legal Aspects of the Labor Force Marketing and Sales Challenges Technology Challenges Economic Challenges

Professional Lodging Career Opportunities Management Positions Get Started with Career Planning

Chapter Overview

This chapter helps students understand how the hotel industry fits within the larger hospitality industry. It directly addresses how hotels of different sizes and types are classified, owned, and managed. It concludes by examining challenges in today's hotel industry, as well as the opportunities available for those who seek professional careers in hotel management.

Chapter Objectives

1. Define components of the tourism industry and its lodging (hotel) sector. 2. Examine lodging industry properties, guests, and characteristics. 3. Describe lodging property ownership, management, and organizational alternatives. 4. Identify current lodging industry challenges. 5. Review typical lodging industry career opportunities and effective career planning

principles.

1

Lecture Outline LODGING IS PART OF THE TOURISM INDUSTRY Overview of the Tourism Industry

Hoteliers are those professionals who work in the hotel and lodging business.

The tourism industry includes all businesses that cater to the needs of the traveling public.

It is one of the top 10 largest industries in 49 of the 50 states.

Figure 1.1: Segments in the Tourism Industry

The Lodging (Hotel) Sector Lodging properties are a segment within the tourism industry.

Lodging properties include: Destination Resorts Full-Service Hotels Select-Service Hotels Hostels

Other types of lodging properties offering sleeping accommodations to the traveling public can include:

Private clubs Casinos Cruise ships Time-share condominiums Campground lodges All-suites hotels Extended-stay hotels Bed and Breakfast (B&B)

CLOSE LOOK AT LODGING ORGANIZATIONS Lodging Properties

Common terms used to classify hotels include: Upscale Mid-price Economy Budget

2

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