Hotel Operations Management 3rd Edition Hayes Test Bank

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Product details:

• ISBN-10 ‏ : ‎ 013433762X
• ISBN-13 ‏ : ‎ 978-0134337623
• Author:  David Hayes, Jack Ninemeier, Allisha Miller 

Hotel Operations Management provides an up-to-date and comprehensive examination of all aspects of hotel administration from the viewpoint of the hotel general manager. Detailed information addresses the operating departments of a full-service hotel: Human Resources; Controller; The Front Office; Housekeeping; Food and Beverage; Safety and Property Security; Sales and Marketing; Accounting; and Facility Engineering and Maintenance. In-depth discussions highlight the importance of human resources in the labor-intensive hotel industry, franchising and contract management of properties in an ever-decreasing “Mom and Pop” segment, and hotel management in a global environment. Updated throughout to ensure that readers have the latest information, the Third Edition also includes new case studies, an entirely new chapter on guest services, and new end-of-chapter questions. This accurate book will give prospective hotel managers insight into all of the procedures effective managers use to ensure their hotel¿’s―and their own―success.

Table of contents:

1. Chapter 1 Overview of the Hotel Industry
2. Chapter 2 The Guest Service Imperative
3. Chapter 3 The Hotel General Manager
4. Chapter 4 General Managers Are Leaders
5. Chapter 5 Human Resources
6. Chapter 6 Accounting
7. Chapter 7 Revenue Management
8. Chapter 8 Learning Objectives
9. Chapter 9 The Front Office
10. Chapter 10 Housekeeping
11. Chapter 11 Food and Beverage
12. Chapter 12 Property Operation and Maintenance
13. Chapter 13 Personal Safety and Property Security
14. Chapter 14 Franchise Agreements and Management Contracts
15. Chapter 15 Managing in the Global Hotel Industry

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