"NUR 801"--Title page verso.

Includes bibliographical references.

1. The hospitality industry : Past, present and future. Introduction -- History of the hospitality industry -- 2. Rating systems and the structure of the hospitality industry. Introduction -- Rating systems -- Classification -- Hotel organisation -- Guests and segments -- 3. Hotel management : Viewed from above. Introduction -- General management -- Other members of the executive team -- The property management system -- 4. The rooms department. Introduction -- A guest's journey -- Reservations -- The front office -- Housekeeping -- 5. The food and beverage department. Introduction -- Types of food and beverage service operations -- The restaurant business -- Restaurant operations -- Room service -- Conference and banqueting -- Hotel bars -- 6. Hospitality human resource management. Introduction -- Human resource management functions -- The importance of human resource management to hospitality managers -- New approaches to organising human resources -- Trends shaping human resource management in the hospitality industry -- Trends in the nature of work -- Recruitment and selection -- Training -- Motivation -- Performance management -- Managing wages and salaries -- Other matters -- 7. Marketing for the hospitality industry. Introduction -- What is marketing? -- Hospitality marketing and sales -- Current trends in hospitality marketing -- Planning and creating service products -- Importance of service employees in sales and marketing -- Digital marketing in the hospitality industry -- 8. Financial control and the accounting department. Introduction -- The accounting function and systems -- Principal financial statements -- Management reports -- Some accounting issues -- Forecasting and budgeting -- 9. Facility engineering and maintenance. Introduction -- Roles and responsibilities -- Types of maintenance -- Hotel energy and water management -- 10. Managing safety and security issues. Introduction -- Safety and security legislation and programmes -- Security systems -- 11. Managing hospitality services. Introduction -- About services -- Hospitality service types -- Managing the service experience -- Downsides -- Hotel types and examples -- 12. Conceiving hospitality processes. Introduction -- Process characteristics and performance objectives -- Service concepts -- 13. Designing hospitality processes. Introduction -- Configuring the processes -- Capacity -- Supply chain management -- 14. Delivering hospitality services. Introduction. Same pool of customers -- Satisfiers and dissatisfiers -- Characteristics of the experience -- Service quality management systems -- Hospitableness -- 15. Managing change in the hospitality industry. Introduction -- Change and organisational culture -- Models of change process -- Resistance to change -- Managing the people side of change -- 16. Managing quality in the hospitality industry. Introduction. Quality management systems and models -- Analytical tools for continuous improvement.

"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."--Provided by publisher.

Modern Hotel Operations Management provides a framework for the understanding of hotel operations management within the context of contemporary issues. It discusses relevant subjects, such as socially responsible entrepreneurship, interculturalism, marketing, facility management, social media and new business models.

Text in English