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1 INTRODUCTION TO HOTEL INDUSTRY 1

Classification and Rating of Hotels 1

Basic Types of Hotel Properties 3

Hotel Industry Characteristics 11

Measuring Hotel Performance 13

Partners in the Hotel Industry 14

The Structure of the Hotel Industry 16

2 THE MANAGEMENT OF HOTEL 25

Management Functions 25

Content of Hotel Management 27

Hotel General Manager 31

Examples of Best Practice in U.S.Hotel Industry 41

Information System Management 45

3 HOTEL QUALITY MANAGEMENT 50

Quality and Quality Management System 50

Total Quality Management 56

4 THE ROOM DIVISION 66

The Front Office Department Function 67

The Housekeeping Department Function 77

Interactions 85

5 THE FOOD AND BEVERAGE DEPARTMENT 92

Food＆Beverage Outlets 93

Jobs in Food and Beverage Department 95

Process of Food Service 95

Room Service Operation 105

Banquet Operations：Profit Opportunities 107

Alcoholic Beverage Service in Hotels 109

6 THE HUMAN RESOURCE DEPARTMENT 110

Role of Human Resource Department 110

Challenges in Modern HRM 113

Activities of Human Resource Department 114

7 THE SALES AND MARKETING DEPARTMENT 130

What Does a Marketing Department Do 130

Segmentation of the Sales and Marketing Department 132

Functions of the Sales and Marketing Department 134

Reporting,Measurement,Feedback and Control Systems 141

8 THE ACCOUNTNG DEPARTMENT 147

Responsibilities 147

Financial Reporting 148

Budgeting 157

9 THE ENGINEERING AND MAINTENANCE DEPARTMENT 165

System of Maintenance Management 165

Areas of Responsibility 166

Interactions 169

Managing Maintenance 170

Managing Utilities 177

10 THE SAFETY AND SECURITY DEPARTMENT 182

Personal Safety 182

Property Security 187

Liability for Damage or Loss to Guest Property 193

Departmental-specific Threats 197

11 INTERNATIONAL HOTEL INDUSTRY DEVELOPMENT 200

International Hotel Management Groups 200

World's Largest Hotel Companies and Largest Hotels 207

Challenges Confronting the Hotel Industry 213

Issues in Hotel Industry 216

Trends In Hotel Industry 218

REFERENCES 223