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INTRODUCTIONINTRODUCTIONINTRODUCTIONINTRODUCTIONINTRODUCTION

Location is one of the most important factors in choosing

a hotel. Whether they travel for business or pleasure, people

need a place to stay when they are away from home. Some

very special hotels-New York's Waldorf-Astoria or San

Francisco's Ritz-Carlton, for example-become destinations

in themselves. But most travellers know where they want

to go and then select a hotel that fits their needs. Many

travellers prefer to stay at "branded" hotels-places thatoffer the familiarity of well-known franchises in both

accommodations and food services regardless of the location.

Other travellers believe that branded hotels lack uniqueness

and seek out smaller, independent hotels when they travel.

Hotel locations are closely linked to transportation.

America's earliest hotels were small public inns that catered

to passengers who arrived in horse-drawn wagons. They

were built along major roads and at river crossings. Thenrailroads built a travel network across the country, and

new, larger hotels sprang up near the main stations.

GLOBAL VIEWGLOBAL VIEWGLOBAL VIEWGLOBAL VIEWGLOBAL VIEW

The travel and tourism industry is by its very nature

global in scope. By the beginning of the twenty-first century,

however, travel destinations and vacation activities werechanging. Perhaps the hottest trend in travel is the rise of

"ecotourism." According to the Quebec Declaration on

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Fundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and Operation218218218218218 Employee Recognition and MotivationEmployee Recognition and MotivationEmployee Recognition and MotivationEmployee Recognition and MotivationEmployee Recognition and Motivation 219219219219219

Ideas for back-of-the-house areas: plants, framed art

(let them choose), clean unworn carpets, adequate

ventilation, natural light, meeting space, adequate

work-space, well-functioning equipment, attractive

break facilities

Form a recreation committee to plan monthly

ti iti

Ask employees regularly what else we can do for

them to enable them to do a good job

Tell employees regularly what else they can do for

management to enable you to do a good job

Hold weekly meetings with small groups of employees

to discuss anything, serve food

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activities

Regular employee newsletter

Ask for input on cost-cutting programs during times

of low demand

Implement management reviews where line staff

assess management's performance

These are only a few of the infinite number of ideas to

keep good staff members and motivate them to work hard

toward common goals. Whatever you choose to do, keep

doing it consistently and make sure that you are sincere.

Good luck on making your hotel or restaurant a unique and

rewarding place to work.

Hold a weekly 20 minute meeting with one employee

to discuss anything

Make it personal, people naturally commit themselves

to other people, not to organizations

Hold monthly employee meetings at which thefinancial performance of the previous month and

other goals are discussed in specific

Distribute daily reports of revenue performance last

night and month-to-date

Send employees and family to a competitive property

and have them write a report

Send employees and family to your property andhave them write a report

Imprint the hotel's four key business goals on T-

shirts

Include career development discussion in all

performance reviews

Send line staff to schools to do recruiting and

interviewing Tell staff that if they achieve x,y,z, etc., you will call

their mothers and tell them how great their child is

and actually do it

Always make sure their work environment is

positive, attractive, and reflective of your goals and

values

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Fundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and Operation272272272272272 Fundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and OperationFundamentals of Hotel Management and Operation 273273273273273

CONTENTSCONTENTSCONTENTSCONTENTSCONTENTS

Preface

1. Introduction 1

76, 77, 78, 79, 80, 81,98, 99, 102, 107, 109,112, 119, 121, 122, 124,125, 130, 131, 132, 133,134, 138, 165, 179, 215,236, 237, 239, 246, 247,

259, 260, 261, 262, 266,267, 268.

MMMMMManagement, 12, 13, 18, 47,

49, 50, 52, 53, 54, 55,56 57 58 59 66 67

Project, 42, 55, 56, 57, 58,69, 72, 73, 111, 125,126, 127, 130, 137, 158,173, 175, 176, 178, 179,180, 183, 186, 195, 196,197, 198, 199, 200, 201,

202, 208, 209, 261, 263,264.

RRRRRRecreation, 10, 11, 15, 16, 18,

20, 21, 75, 76, 219,221 222 225

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2. Managing the Hotel Organisation 37

3. Personnel Management for Hotel Industry 75

4. The Staff of Hotels 125

5. Process of Hotel Organizing 133

6. Hotel Environment Management 199

7. Employee Recognition and Motivation 214

8. The Organisation and Operation 220

9. Expected Future Trends 227

Bibliography 269

Index 271

56, 57, 58, 59, 66, 67,69, 72, 73, 74, 75, 101,107, 110, 112, 113, 114,115, 118, 126, 128, 129,

132, 133, 134, 135, 144,145, 146, 148, 158, 159,160, 161, 162, 165, 166,169, 170, 171, 172, 174,175, 176, 177, 178, 179,180, 182, 183, 185, 186,187, 188, 191, 192, 194,195, 196, 197, 199, 200,201, 202, 203, 204, 205,209, 215, 217, 218, 219,

220, 221, 224, 225, 235,265, 267.

Motivation, 27, 152, 153, 154,155, 156, 158, 163, 214.

OOOOOOccupations, 44, 75, 115.Opportunity, 85, 114, 127,

149, 155, 163, 236, 249.Organisation, 37, 59, 65, 66,

69, 220.

PPPPPPartners, 58, 59, 66, 203, 236.Personnel Management, 75.Production, 142, 225.

221, 222, 225.Responsibility, 23, 59, 61, 81,

109, 150, 156, 162, 190,220.

Restaurant, 8, 9, 15, 17, 19,37, 41, 65, 66, 83, 84,85, 87, 89, 90, 92, 101,112, 113, 114, 122, 123,124, 127, 201, 210, 214,219, 232, 238, 248.

SSSSSService Industry, 6, 7, 8, 9,

10, 92.Society, 16, 55, 56, 57, 59,

72, 154.Supervisor, 16, 83, 89, 104,

106, 133, 134, 135, 138,142, 145, 148, 149, 150,151, 152, 153, 154, 156,159, 160, 162, 165, 166,184.

TTTTTTechnology, 5, 13, 14, 18, 21,

46, 47, 48, 52, 54, 65,95, 127, 135, 141, 142,143, 144, 146, 171, 225,227, 228, 229, 230, 231,234, 236, 237, 254.

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FUNDAMENTALS OFFUNDAMENTALS OFFUNDAMENTALS OFFUNDAMENTALS OFFUNDAMENTALS OF

HOTEL MANAGEMENTHOTEL MANAGEMENTHOTEL MANAGEMENTHOTEL MANAGEMENTHOTEL MANAGEMENT

AND OPERATIONAND OPERATIONAND OPERATIONAND OPERATIONAND OPERATION