000			05221nam a22004097a 4500
003			OSt
005			20190707234246.0
007			ta
008			190516b2016 ne ||||| |||| 00| 0 eng d
020			_a9789001878900 (pbk)
040			_aHNU _beng _cLearning Resource Center _erda
082			_223 _a647.94068 M72
084			_aCBA
085			_223 _aCBA 647.94068 M72
100			_aBenhadda, Latifa et al. _917319
245			_aModern hotel operations management / _cMichael N. Chibili (ed.) ; authors: Latifa Benhadda, Shane de Bruyn, Michael N. Chibili, Conrad Lashley, Saskia Penninga, Bill Rowson.
250			_a1st edition
264			_aGroningen, Netherlands ; _aHouten Netherlands : _bNoordhoff Uitgevers, _c©2016.
300			_a656 pages : _bcolor illustrations, color map, graphs; _c25 cm.
336			_atext _btext
500			_a"NUR 801"--Title page verso.
504			_aIncludes bibliographical references.
505			_a1. 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.
520			_a"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.
520			_aModern 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.
546			_aText in English
650			_aHotel management. _9353
650			_aHotel housekeeping. _911690
700			_aChibili, Michael N., _eeditor. _917320
700			_ade Bruyn, Shane, _eauthor. _917321
700			_aChibili, Michael N., _eauthor. _917322
700			_aLashley, Conrad, _eauthor. _917323
700			_aPenninga, Saskia, _eauthor. _917324
700			_aRowson, Bill, _eauthor. _917325
942			_2ddc _cBK
999			_c31568 _d31568