Hotel Management and Operation
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INTRODUCTIONINTRODUCTIONINTRODUCTIONINTRODUCTIONINTRODUCTION
Location is one of the most important factors in choosing
a hotel. Whether they travel for business or pleasure, people
need a place to stay when they are away from home. Some
very special hotels-New York's Waldorf-Astoria or San
Francisco's Ritz-Carlton, for example-become destinations
in themselves. But most travellers know where they want
to go and then select a hotel that fits their needs. Many
travellers prefer to stay at "branded" hotels-places thatoffer the familiarity of well-known franchises in both
accommodations and food services regardless of the location.
Other travellers believe that branded hotels lack uniqueness
and seek out smaller, independent hotels when they travel.
Hotel locations are closely linked to transportation.
America's earliest hotels were small public inns that catered
to passengers who arrived in horse-drawn wagons. They
were built along major roads and at river crossings. Thenrailroads built a travel network across the country, and
new, larger hotels sprang up near the main stations.
GLOBAL VIEWGLOBAL VIEWGLOBAL VIEWGLOBAL VIEWGLOBAL VIEW
The travel and tourism industry is by its very nature
global in scope. By the beginning of the twenty-first century,
however, travel destinations and vacation activities werechanging. Perhaps the hottest trend in travel is the rise of
"ecotourism." According to the Quebec Declaration on
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Fundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and Operation218218218218218 Employee Recognition and MotivationEmployee Recognition and MotivationEmployee Recognition and MotivationEmployee Recognition and MotivationEmployee Recognition and Motivation 219219219219219
Ideas for back-of-the-house areas: plants, framed art
(let them choose), clean unworn carpets, adequate
ventilation, natural light, meeting space, adequate
work-space, well-functioning equipment, attractive
break facilities
Form a recreation committee to plan monthly
ti iti
Ask employees regularly what else we can do for
them to enable them to do a good job
Tell employees regularly what else they can do for
management to enable you to do a good job
Hold weekly meetings with small groups of employees
to discuss anything, serve food
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activities
Regular employee newsletter
Ask for input on cost-cutting programs during times
of low demand
Implement management reviews where line staff
assess management's performance
These are only a few of the infinite number of ideas to
keep good staff members and motivate them to work hard
toward common goals. Whatever you choose to do, keep
doing it consistently and make sure that you are sincere.
Good luck on making your hotel or restaurant a unique and
rewarding place to work.
Hold a weekly 20 minute meeting with one employee
to discuss anything
Make it personal, people naturally commit themselves
to other people, not to organizations
Hold monthly employee meetings at which thefinancial performance of the previous month and
other goals are discussed in specific
Distribute daily reports of revenue performance last
night and month-to-date
Send employees and family to a competitive property
and have them write a report
Send employees and family to your property andhave them write a report
Imprint the hotel's four key business goals on T-
shirts
Include career development discussion in all
performance reviews
Send line staff to schools to do recruiting and
interviewing Tell staff that if they achieve x,y,z, etc., you will call
their mothers and tell them how great their child is
and actually do it
Always make sure their work environment is
positive, attractive, and reflective of your goals and
values
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Fundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and Operation272272272272272 Fundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and Operation 273273273273273
CONTENTSCONTENTSCONTENTSCONTENTSCONTENTS
Preface
1. Introduction 1
76, 77, 78, 79, 80, 81,98, 99, 102, 107, 109,112, 119, 121, 122, 124,125, 130, 131, 132, 133,134, 138, 165, 179, 215,236, 237, 239, 246, 247,
259, 260, 261, 262, 266,267, 268.
MMMMMManagement, 12, 13, 18, 47,
49, 50, 52, 53, 54, 55,56 57 58 59 66 67
Project, 42, 55, 56, 57, 58,69, 72, 73, 111, 125,126, 127, 130, 137, 158,173, 175, 176, 178, 179,180, 183, 186, 195, 196,197, 198, 199, 200, 201,
202, 208, 209, 261, 263,264.
RRRRRRecreation, 10, 11, 15, 16, 18,
20, 21, 75, 76, 219,221 222 225
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2. Managing the Hotel Organisation 37
3. Personnel Management for Hotel Industry 75
4. The Staff of Hotels 125
5. Process of Hotel Organizing 133
6. Hotel Environment Management 199
7. Employee Recognition and Motivation 214
8. The Organisation and Operation 220
9. Expected Future Trends 227
Bibliography 269
Index 271
56, 57, 58, 59, 66, 67,69, 72, 73, 74, 75, 101,107, 110, 112, 113, 114,115, 118, 126, 128, 129,
132, 133, 134, 135, 144,145, 146, 148, 158, 159,160, 161, 162, 165, 166,169, 170, 171, 172, 174,175, 176, 177, 178, 179,180, 182, 183, 185, 186,187, 188, 191, 192, 194,195, 196, 197, 199, 200,201, 202, 203, 204, 205,209, 215, 217, 218, 219,
220, 221, 224, 225, 235,265, 267.
Motivation, 27, 152, 153, 154,155, 156, 158, 163, 214.
OOOOOOccupations, 44, 75, 115.Opportunity, 85, 114, 127,
149, 155, 163, 236, 249.Organisation, 37, 59, 65, 66,
69, 220.
PPPPPPartners, 58, 59, 66, 203, 236.Personnel Management, 75.Production, 142, 225.
221, 222, 225.Responsibility, 23, 59, 61, 81,
109, 150, 156, 162, 190,220.
Restaurant, 8, 9, 15, 17, 19,37, 41, 65, 66, 83, 84,85, 87, 89, 90, 92, 101,112, 113, 114, 122, 123,124, 127, 201, 210, 214,219, 232, 238, 248.
SSSSSService Industry, 6, 7, 8, 9,
10, 92.Society, 16, 55, 56, 57, 59,
72, 154.Supervisor, 16, 83, 89, 104,
106, 133, 134, 135, 138,142, 145, 148, 149, 150,151, 152, 153, 154, 156,159, 160, 162, 165, 166,184.
TTTTTTechnology, 5, 13, 14, 18, 21,
46, 47, 48, 52, 54, 65,95, 127, 135, 141, 142,143, 144, 146, 171, 225,227, 228, 229, 230, 231,234, 236, 237, 254.
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FUNDAMENTALS OFFUNDAMENTALS OFFUNDAMENTALS OFFUNDAMENTALS OFFUNDAMENTALS OF
HOTEL MANAGEMENTHOTEL MANAGEMENTHOTEL MANAGEMENTHOTEL MANAGEMENTHOTEL MANAGEMENT
AND OPERATIONAND OPERATIONAND OPERATIONAND OPERATIONAND OPERATION