INTRODUCTION TO HOTEL INDUSTRY
Classification and Rating of Hotels
Basic Types of Hotel Properties
Hotel Industry Characteristics
Measuring Hotel Performance
Partners in the Hotel Industry
The Structure of the Hotel Industry
THE MANAGEMENT OF HOTEL
Management Functions
Content of Hotel Management
Hotel Genera] Manager
Examples of Best Practice in U. S. Hotel Industry
Information System Management
HOTEL QUALITY MANAGEMENT
Quality and Quafity Management System
Total Quality" Management
THE ROOM DIVISION
The Front Office Department Function
The Housekeeping Department Function
lnteractians
THE FOOD AND BEVERAGE DEPARTMENT
Food Beverage Oudets
Jobs in Food and Beverage Department
Process of Food Service
Room Service Operation
Banquet Operations： Profit Opportunities
Alcoholic Beverage Service in Hotels
THE HEMAN RESOURCE DEPARTMENT
Role of Human Resource Department
Challenges in Modem HRM
Activities of Human Resource Department
THE SALES AND MARKETING DEPARTMENT
What Does a Marketing Department Do
Segmentation of tire Sales and Marketing Department
Functions of tire Sales and Marketing Department
Reporting， Measurement， Feedback and Control Systems
8 THE ACCOUNTING DEPARTMENT
Responsibilities
Financial Reporting
Budgeting
9 THE ENGINEERING AND MAINTENANCE DEPARTMENT
System of Maintenance Management
Areas of Responsibility
Interactions
Managing Maintenance
Managing Utilities
10 THE SAFETY AND SECURITY DEPARTMENT
Persona] Safety
Properly Security
Liability for Damage or Loss to Guest Property
Departmental—specific Threats
11 INTERNATIONAL HOTEL INDUSTRY DEVELOPMENT
International Hotel Management Groups
World''s largest Hotel Companies and Largest Hotels
Challenges Confronting the Hotel Industry
Issues in Hotel Industry
Trends In Hotel Industry
REFERENCES
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