Modern Hotel Operations Management

1 The Hospitality Industry – Past, Present and Future 17
1.1 Introduction 17
1.2 History of the Hospitality Industry 17
Summary 45
Questions and assignments for reflection 47

2 Rating Systems and the Structure of the Hospitality Industry 49
2.1 Introduction 49
2.2 Rating systems 49
2.3 Classification 56
2.4 Hotel organisation 74
2.5 Guests and segments 83
Summary 89
Questions and assignments for reflection 91

3 Hotel Management – Viewed from Above 93
3.1 Introduction 93
3.2 General Management 93
3.3 Other members of the Executive Team 100
3.4 The Property Management System 104
Summary 116
Questions and assignments for reflection 117

4 The Rooms Department 119
4.1 Introduction 119
4.2 A guest’s journey 119
4.3 Reservations 120
4.4 The Front Office 131
4.5 Housekeeping 147
Summary 160
Questions and assignments for reflection 163

5 The Food and Beverage Department 165
5.1 Introduction 165
5.2 Types of Food and Beverage Service Operations 170
5.3 The restaurant business 191
5.4 Restaurant operations 199
5.5 Room service 212
5.6 Conference and Banqueting 216
5.7 Hotel bars 231
Summary 236
Questions and assignments for reflection 239

6 Hospitality Human Resource Management 241
6.1 Introduction 241
6.2 Human Resource Management functions 241
6.3 The importance of Human Resource Management to hospitality managers 242
6.4 New approaches to organising human resources 242
6.5 Trends shaping human resource management in the hospitality industry 243
6.6 Trends in the nature of work 245
6.7 Recruitment and Selection 245
6.8 Training 250
6.9 Motivation 253
6.10 Performance Management 254
6.11 Managing wages and salaries 258
6.12 Other matters 261
Summary 264
Questions and assignments for reflection 267

7 Marketing for the Hospitality Industry 269
7.1 Introduction 269
7.2 What is marketing? 269
7.3 Hospitality marketing and sales 276
7.4 Current trends in hospitality marketing 280
7.5 Planning and creating service products 282
7.6 Importance of service employees in sales and marketing 287
7.7 Digital marketing in the hospitality industry 290
Summary 295
Questions and assignments for reflection 297

8 Financial Control and the Accounting Department 299
8.1 Introduction 299
8.2 The accounting function and systems 299
8.3 Principal financial statements 304
8.4 Management reports 312
8.5 Some accounting issues 314
8.6 Forecasting and budgeting 325
Summary 330
Questions and assignments for reflection 333

9 Facility Engineering and Maintenance 335
9.1 Introduction 335
9.2 Roles and responsibilities 335
9.3 Types of maintenance 344
9.4 Hotel energy and water management 355
Summary 373
Questions and assignments for reflection 375

10 Managing Safety and Security Issues 377
10.1 Introduction 377
10.2 Safety and security legislation and programmes 378
10.3 Security systems 381
Summary 407
Questions and assignments for reflection 409

11 Managing Hospitality Services 411
11.1 Introduction 411
11.2 About services 411
11.3 Hospitality service types 415
11.4 Managing the service experience 417
11.5 Downsides 418
11.6 Hotel types and examples 420
Summary 423
Questions and assignments for reflection 425

12 Conceiving Hospitality Processes 427
12.1 Introduction 427
12.2 Process characteristics and performance objectives 427
12.3 Service concepts 445
Summary 456
Questions and assignments for reflection 459

13 Designing Hospitality Processes 461
13.1 Introduction 461
13.2 Configuring the processes 461
13.3 Capacity 474
13.4 Supply chain management 480
Summary 487
Questions and assignments for reflection 489

14 Delivering Hospitality Services 491
14.1 Introduction 491
14.2 Same pool of customers 491
14.3 Satisfiers and dissatisfiers 492
14.4 Characteristics of the experience 493
14.5 Service quality management systems 494
14.6 Hospitableness 503
Summary 506
Questions and assignments for reflection 507

15 Managing Change in the Hospitality Industry 509
15.1 Introduction 509
15.2 Change and organisational culture 523
15.3 Models of change process 530
15.4 Resistance to change 535
15.5 Managing the people side of change 544
Summary 563
Questions and assignments for reflection 565

16 Managing Quality in the Hospitality Industry 567
16.1 Introduction 567
16.2 Quality management systems and models 567
16.3 Analytical tools for continuous improvement 605
Summary 615
Questions and assignments for reflection 617

Appendices 618
Appendix A 618
Appendix B 619
Appendix C 621
Appendix D 623
Appendix E 629
Appendix F 631

About the editor and authors 633
References 635
Register 643
Illustration acknowledgements 655