Atnaujinkite slapukų nuostatas

El. knyga: Modern Hotel Operations Management

5.00/5 (2 ratings by Goodreads)
(Stenden University of Applied Science, The Netherlands), , , , ,
Kitos knygos pagal šią temą:
Modern Hotel Operations ManagementDidesnis paveikslėlis
Kitos knygos pagal šią temą:

DRM apribojimai

  • Kopijuoti:

    neleidžiama

  • Spausdinti:

    neleidžiama

  • El. knygos naudojimas:

    Skaitmeninių teisių valdymas (DRM)
    Leidykla pateikė šią knygą šifruota forma, o tai reiškia, kad norint ją atrakinti ir perskaityti reikia įdiegti nemokamą programinę įrangą. Norint skaityti šią el. knygą, turite susikurti Adobe ID . Daugiau informacijos  čia. El. knygą galima atsisiųsti į 6 įrenginius (vienas vartotojas su tuo pačiu Adobe ID).

    Reikalinga programinė įranga
    Norint skaityti šią el. knygą mobiliajame įrenginyje (telefone ar planšetiniame kompiuteryje), turite įdiegti šią nemokamą programėlę: PocketBook Reader (iOS / Android)

    Norint skaityti šią el. knygą asmeniniame arba „Mac“ kompiuteryje, Jums reikalinga  Adobe Digital Editions “ (tai nemokama programa, specialiai sukurta el. knygoms. Tai nėra tas pats, kas „Adobe Reader“, kurią tikriausiai jau turite savo kompiuteryje.)

    Negalite skaityti šios el. knygos naudodami „Amazon Kindle“.

A comprehensive and wide-ranging introduction to operational hotel management, this textbook brings together business administration, management and entrepreneurship into a complete overview of the discipline. Essential reading for students of hospitality management, the book also benefits from online support materials including student tests, a glossary and PowerPoint slides.

1 The Hospitality Industry -- Past, Present and Future
17(32)
1.1 Introduction
17(1)
1.2 History of the Hospitality Industry
17(32)
Summary
45(2)
Questions and assignments for reflection
47(2)
2 Rating Systems and the Structure of the Hospitality Industry
49(44)
2.1 Introduction
49(1)
2.2 Rating systems
49(7)
2.3 Classification
56(18)
2.4 Hotel organisation
74(9)
2.5 Guests and segments
83(10)
Summary
89(2)
Questions and assignments for reflection
91(2)
3 Hotel Management -- Viewed from Above
93(26)
3.1 Introduction
93(1)
3.2 General Management
93(7)
3.3 Other members of the Executive Team
100(4)
3.4 The Property Management System
104(15)
Summary
116(1)
Questions and assignments for reflection
117(2)
4 The Rooms Department
119(46)
4.1 Introduction
119(1)
4.2 A Guest's Journey
119(1)
4.3 Reservations
120(11)
4.4 The Front Office
131(16)
4.5 Housekeeping
147(18)
Summary
160(3)
Questions and assignments for reflection
163(2)
5 The Food and Beverage Department
165(76)
5.1 Introduction
165(5)
5.2 Types of Food and Beverage Service Operations
170(21)
5.3 The restaurant business
191(8)
5.4 Restaurant operations
199(13)
5.5 Room service
212(4)
5.6 Conference and Banqueting
216(15)
5.7 Hotel bars
231(10)
Summary
236(3)
Questions and assignments for reflection
239(2)
6 Hospitality Human Resource Management
241(28)
6.1 Introduction
241(1)
6.2 Human Resource Management functions
241(1)
6.3 The importance of Human Resource Management to hospitality managers
242(1)
6.4 New approaches to organising human resources
242(1)
6.5 Trends shaping human resource management in the hospitality industry
243(2)
6.6 Trends in the nature of work
245(1)
6.7 Recruitment and Selection
245(5)
6.8 Training
250(3)
6.9 Motivation
253(1)
6.10 Performance Management
254(4)
6.11 Managing wages and salaries
258(3)
6.12 Other matters
261(8)
Summary
264(3)
Questions and assignments for reflection
267(2)
7 Marketing for the Hospitality Industry
269(30)
7.1 Introduction
269(1)
7.2 What is marketing?
269(7)
7.3 Hospitality marketing and sales
276(4)
7.4 Current trends in hospitality marketing
280(2)
7.5 Planning and creating service products
282(5)
7.6 Importance of service employees in sales and marketing
287(3)
7.7 Digital marketing in the hospitality industry
290(9)
Summary
295(2)
Questions and assignments for reflection
297(2)
8 Financial Control and the Accounting Department
299(36)
8.1 Introduction
299(1)
8.2 The accounting function and systems
299(5)
8.3 Principal financial statements
304(8)
8.4 Management reports
312(2)
8.5 Some accounting issues
314(11)
8.6 Forecasting and budgeting
325(10)
Summary
330(3)
Questions and assignments for reflection
333(2)
9 Facility Engineering and Maintenance
335(42)
9.1 Introduction
335(1)
9.2 Roles and responsibilities
335(9)
9.3 Types of maintenance
344(11)
9.4 Hotel energy and water management
355(22)
Summary
373(2)
Questions and assignments for reflection
375(2)
10 Managing Safety and Security Issues
377(34)
10.1 Introduction
377(1)
10.2 Safety and security legislation and programmes
378(3)
10.3 Security systems
381(30)
Summary
407(2)
Questions and assignments for reflection
409(2)
11 Managing Hospitality Services
411(16)
11.1 Introduction
411(1)
11.2 About services
411(4)
11.3 Hospitality service types
415(2)
11.4 Managing the service experience
417(1)
11.5 Downsides
418(2)
11.6 Hotel types and examples
420(7)
Summary
423(2)
Questions and assignments for reflection
425(2)
12 Conceiving Hospitality Processes
427(34)
12.1 Introduction
427(1)
12.2 Process characteristics and performance objectives
427(18)
12.3 Service concepts
445(16)
Summary
456(3)
Questions and assignments for reflection
459(2)
13 Designing Hospitality Processes
461(30)
13.1 Introduction
461(1)
13.2 Configuring the processes
461(13)
13.3 Capacity
474(6)
13.4 Supply chain management
480(11)
Summary
487(2)
Questions and assignments for reflection
489(2)
14 Delivering Hospitality Services
491(18)
14.1 Introduction
491(1)
14.2 Same pool of customers
491(1)
14.3 Satisfiers and dissatisfiers
492(1)
14.4 Characteristics of the experience
493(1)
14.5 Service quality management systems
494(9)
14.6 Hospitableness
503(6)
Summary
506(1)
Questions and assignments for reflection
507(2)
15 Managing Change in the Hospitality Industry
509(58)
15.1 Introduction
509(14)
15.2 Change and organisational culture
523(7)
15.3 Models of change process
530(5)
15.4 Resistance to change
535(9)
15.5 Managing the people side of change
544(23)
Summary
563(2)
Questions and assignments for reflection
565(2)
16 Managing Quality in the Hospitality Industry
567(51)
16.1 Introduction
567(1)
16.2 Quality management systems and models
567(38)
16.3 Analytical tools for continuous improvement
605(13)
Summary
615(2)
Questions and assignments for reflection
617(1)
Appendices
618(15)
Appendix A
618(1)
Appendix B
619(2)
Appendix C
621(2)
Appendix D
623(6)
Appendix E
629(2)
Appendix F
631(2)
About the Editor and Authors 633(2)
References 635(8)
Register 643(12)
Illustration acknowledgements 655
Michael Chibili, Shane de Bruyn, Latifa Benhadda, Conrad Lashley, Saskia Penninga, and Bill Rowson are all teachers with years of experience at the Stenden Hogeschool Leeuwarden, Netherlands
Daugiau apie elektronines knygas Daugiau apie elektronines knygas
Pastovi nuoroda: https://www.kriso.lt/db/97810000359402e.html