Hotel and Motel
Management and Operations
For introductory courses in
hotel operations and management.
Written in an
easy-to-understand style, this book provides comprehensive information on every facet and
department of the hotel. Property management system operation is discussed, with sample
reports for students. The operation of restaurant point of sale systems is also discussed,
with related sample reports included.
Table of Contents
PREFACE
SECTION 1. HOTEL AND MOTEL
DEVELOPMENT
1 The History of the
Hospitality Industry
Early History
The Middle Ages
The Sixteenth to Eighteenth Centuries
Growth of Hotels in the USA
The Modern Hotel
The Hospitality Industry
The Leisure Industry, The Hospitality Industry
The Hotel Associations
2 Types of Hotels
Basic Types
Transient, Residential
Classification by Location
Small Cities, Large Cities, Resorts, Airports, Motels
3 Corporate Structures and
Concepts of Operation
Corporate Structures
One Corporation Owning Several Hotels, Parent Company with Individual Subsidiary Owning
Each Hotel, Limited Partnership with a General Partner and a Group of Limited
Partners, Lease Arrangement between Parent Company and Subsidiaries, Management
Arrangement between Parent Company and Subsidiaries, Joint Venture between the
Chain and an Outside Party,
Contract Forms
Straight Lease, Profit-Sharing Lease, Sale-and-Leaseback Agreement, Management
Contract, Franchise Agreement,
4 Feasibility Determination
The Feasibility Study
Site Selection, The Market, Supply of Rooms, Labor Situation, Room
Demand, Facilities, Financial Projections,
Cost Elements of the Project
Land, Construction, Interest during Construction, Furniture, Fixtures, and
Equipment, Operating Equipment, Inventories, Preopening Expenses, Working Capital, Summary
Sources of Financing
Conclusion
SECTION II HOTEL MANAGEMENT
5 Hotel Structure and Staff
Hotel Policy
Labor, Rate Structure, Purchasing, Insurance, Advertising, Accounting, Credit,
Miscellaneous
The General Manager
The Staff: Major Departments
Rooms, Food and Beverages, Engineering, Sales, Personnel, Accounting, Summary
Sensitive Staff Functions
Sales, Labor, Stores and Concessions
Entertainment
6 Staffing a Hotel: The
Personnel Department
Phases in Staffing
Initial Staffing, Replacement Staffing
Functions of the Personnel Department
Recruitment, Interviewing and Screening of Applicants, Verification of References,
Referral to Department Heads, Processing of Successful Applicants, Training Programs,
Safety Programs, Benefit Programs, Union Relations, Labor Laws and Regulations,
7 Reservations: Systems
and Operations
Central Reservation Offices
Acceptance of Reservations, Reservation Status, Reservation Confirmations
Hotel Reservation Offices
Forecasting, Overbooking and Underbooking, Group Reservations, Relations with
Other Departments
8 Sales and Public Relations
Responsibilities of the Sales Department
Planning, Policies, Research, Department Management, Interdepartmental Cooperation,
Training, Budget, Incentives, Direct Mail, Internal Selling,
Parts of the Sales Department
Group and Convention Sales, Travel-Agent Sales, Banquet Sales, General Local
Sales
Public Relations
Guest History
SECTION III HOTEL OPERATIONS
9 The Front Office
Reception
Receptionists, Registration, Assistant Managers, Bell Service
Doormen, Bellmen, Other Bell-Service Employees
Mail and Information
Mail, Room Keys
Concierge
Cashiers and Night Auditors
10 Food and Beverage
Preparation and Service
Food Preparation
Appetizers, Soups, Meat, Fish, and Poultry, Vegetables, Desserts, Beverages
Food Service
Job Categories and Responsibilities, Room Service
Beverage Preparation
11 The Telephone Department
History
Present Day
Costs
12 Engineering
Electricity
Sources of Electricity, Safety, Uses of Electricity
Water Supply
Removal of Contaminants, The Water-Distribution System, Plumbing
Heating
Insulation, Types of Fuel, The Heating System
Ventilation and Air Conditioning
Elevators and Escalators
Other Engineering Functions
13 Housekeeping
Areas of Responsibility
Functions of the Housekeeping Department
Cleaning and Maintenance, Employee Training, Supplies and Equipment, Paperwork
14 Other Departments and
Sources of Income
Minor Operated Departments
Garage Facilities, In-House Laundry, Guest Laundry and Valet, Swimming Pools, Other
Recreational Facilities
Stores and Concessions
Kind of Tenant, Fair Rental, Leases-Tenants' Responsibilities, Leases-Rental
Agreements, Control of Revenue
Miscellaneous Income
Discounts, Commissions, Parking Fees,Food and Beverage Operations/Banquet Facilities,
Specialty Items and Souvenirs, Sale of Discards
Security
Reasons for the Need, The Security Staff, Cooperation with Other Departments
15 Insurance
Coverage
The Insurance Program
During Construction, Fire Insurance-Building and Contents, Liability Insurance, Crime
Insurance, General Insurance
Other Insurance Information
Reducing Insurance Costs, The Importance of Job Training, The Importance of Safety,
Injury, Theft and Money Management
SECTION IV HOTEL ACCOUNTING
AND CONTROLS
16 The Uniform System of
Accounts
History of the Uniform System
The Expense and Payroll Dictionary
Concept of the System
17 The Organization of
Accounting
Accounts Receivable
Banquet Accounts, Credit Cards, Groups and Travel Agents, Other Accounts
Investigation Clerks
General Cashier
Internal Controls
Daily Revenue Report, Entry of Income into the General Ledger, Other Books of Original
Entry, Journal Entries, The General Ledger
Budget Preparation
Payroll and Related Expenses, Operating Supplies, Cost of Goods Sold-Food and
Beverages, Advertising, Energy Costs, Repairs and Maintenance, Replacement of China,
Glass, Linen, and Silverware, Capital Improvements
18 Income Control
The Meaning of Income Control
Rooms
Posting of Charges, Night Auditor, Advance Deposits, Accounting Office Review
Food and Beverages
Deposit Procedures, Banquet Controls
19 Food and Beverage Cost
Control
Purchasing
Receiving
Storeroom Controls
Food, Beverages
Analysis of Food and Beverage Costs
Point-of-Sale Systems
Daily Operations, Reports
Payroll Control and Productivity
20 Payroll
History of Tax Withholding
Unionization
Payroll Systems
Early Systems, Current Systems
Payroll Control
Staff Planning, Accounting Control for Payroll, Tip Employees, Time Cards,
Overtime, Vacations, Test-Checks, Cash Wages, Control of Deductions, Other
Deductions
Payroll Analysis
21 Accounts Payable
Purchasing and Receiving Procedures
Purchasing, Receiving
The Role of Accounting
Suppliers' Statements
22 Credit
Elements of a Credit Policy
Functions of the Credit Department
Interdepartmental Cooperation
The Credit Policy in Detail
Prior to the Event, During the Event, After the Event
23 Financial Statements:
Structure and Analysis
Occupancy
Average Rate
Group and Transient Statistics
Analysis of Statement of Income and Expenses
Balance-Sheet Analysis
SECTION V THE FUTURE OF THE
INDUSTRY
24 Franchising
Franchise Services
Methods, Technical Assistance, Marketing
Obligations of the Franchisee
Franchise Costs and Fees
Financing the Franchise
Protection for Franchisees
25 Casinos
Games
Staffing and Control
The Cage, Casino Controls, Issuance and Collection of Markers
Casino Income and Expenditures
Junkets
26 Health Spas
Facilities and Services
Swimming Pools, Tennis Courts, Handball and Raquetball Courts, Jogging/Running
Tracks, Nautilus, Aerobics
Spa Programs
Dietary Programs, Massage, Herbal Wrap, Loofah Scrub, Thalasso
Therapy, Facial Treatments, Paraffin Treatments
Spa Administration
Staffing
27 Trends in the Industry
Problems in the Industry
Energy Control Systems
Labor-Availability and Cost
Technological Development
Reductions in Front-Desk Operations
Rate Strategies
Summary
Index
346 pages
