Using an understandable, student-friendly writing style to provide comprehensive coverage, this text focuses on an industry-oriented description of the skills and knowledge necessary to successfully run a hotel. The various elements of the book are applicable to all operating departments in a lodging operation, though viewed from the perspective of a General Manager. Emphasis on financial responsibility is evident throughout the book's theoretical model of how to manage a hotel, research-based presentation of what General Managers actually do, and explanation of how to become profitable through the delivery of service and quality.
Robert Christie Mill, PhD, CHA, is a Professor in the School of Hotel, Restaurant, and Tourism Management in the Daniels College of Business at the University of Denver.
1. Introduction-How to Manage a Hotel. 2. Protecting the Assets: Guests, Employees, Structure and Contents. 3. Protecting the Assets: Financial Controls. 4. Managing Supply and Demand. 5. Improving Employee Performance. 6. Increasing Income: Revenue Management. 7. Increasing Income: Cost Management. 8. Improving Productivity. 9. Managing Customer Service. 10. Managing Quality.
Robert Christie Mill
MANAGING THE LODGING OPERATION
Place of Publication
Upper Saddle River
Country of Publication
Daniels College of Business, University of Denver School of Hotel, Res