Monday, September 24, 2012

Free Download Ebook : Hotel Management & Operations 4th edition

Contents :

The Hotel Development Process
Customer Relationship Management
The Art and Science of Opening a Hotel
On-line Pricing: An Analysis of Hotel-Company Practices
A Conceptual Framework of the Hotel General Manager’s Job
Grooming Future Hospitality Leaders:A Competencies Model
A Day in the Life of a Hilton Hotel General Manager
Mini Case: Sunset Hotels and Suites

The Electrifying Job of the Front OfficeManager
A Day in the Life of the Front Office Manager
Yield Management: Choosing the Most Profitable Reservations
As I See It: Management of the Front Office 
Mini Case: The New FOM
To Change or Not to Change: A Case Study at the Front Desk

A Day in the Life of a Director of Rooms
Housekeeping Organizations: Their History, Purpose, Structures, and Personnel
On Being an Executive Housekeeper
The Hotel Engineering Function: Organization, People, and Issues in the Modern Era
The Engineering Department and Financial Information
The Legal Environment of Lodging Operations
Workplace Violence in Hotels
Case Study: Housekeeping, Engineering, and Security

Managing Food and Beverage Operations in Lodging Organizations
As I See It: Hotel Director of Food and Beverage
Best Practices in Food and Beverage Management
Strategic Alliances Between Hotels and Restaurants
Contemporary Hotel Catering
The Organization and Management of Hotel Beverage Operations
Case Study: Crisis in the Food Court
Case Study: Outside the Box in the Food and Beverage Division

Building Market Leadership: Marketing as Process
Consumer Decision Rules and Implications for Hotel Choice
Hotel Pricing
Hotel Sales Organization and Operations
Putting the Public in Public Relations:The Case of the Seattle Sheraton Hotel
Mini Case: Revamping the Marketing Research Department and Towers

The Lodging Chief Financial Executive
Budgeting and Forecasting: Current Practice in the Lodging Industry 
As I See It: The Hotel Controller
The Hotel Purchasing Function
Data Mining for Hotel Firms: Use and Limitations

Driving Hospitality Into the Future
The Causes and Consequences of Turnover in the Hospitality Industry
Current Issues in Hospitality Employment Law
The Strategic and Operational Roles of Human Resources—An Emerging Model

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