Certified Hotel Manager

CHAPTER 1  

• THE HOSPITALITY INDUSTRY AND YOU                 
• What Is Hospitality Management?
• The Manager’s Role in the Hospitality Industry
•  Why Study in a Hospitality Management Program?
•  Employment Opportunities
• Planning a Career
• The Meaning of Work
• Employment as an Important Part of Your Education
• Profiting from Work Experience
• Learning Strategies for Work Experience
• Getting a Job
• Getting in the Door
• Learning on the Job
• Employment at Graduation
• Goals and Objectives: The Strategy of Job Placement The Outlook for Hospitality
• Polarization in Hospitality Service
• Organizations ■ Accelerating Competition ■ Service Is the Difference
• Consciousness ■ Technology ■ Empowerment ■ Diversity ■ Concern
• Sustainability with Security ■ Concern with Food Safety and Sanitation
• Globalization

• CHAPTER 2
• FORCES AFFECTING GROWTH AND CHANGE IN THE HOSPITALITY INDUSTRY
• Managing Change Demand
• The Changing Age Composition of Our Population
• Diversity and Cultural Change
• As North America Ages, Some Parts of the World Are Getting Younger
• Advocacy for the Advancement of Women in Food Service
• Is the Middle Class Shrinking?
• Supply
• Land and Its Produce       -Labour
• Workforce Diversity
• The Impact of Labour Scarcity

FOOD SERVICE OPERATIONS

• CHAPTER 1
• THE RESTAURANT BUSINESS
• The Varied Field of Food Service
• The Outlook for Food Service
• The Restaurant Business
• The Dining Market and the Eating Market
• Dining Well
•  The Eating Market and Its Dynamics
• Contemporary Popular-Priced Restaurants
• Quick-Service Restaurants
• Fast-Casual Restaurants
• Midscale Restaurants
• Casual Restaurants
• High-Check-Average Restaurants
• Restaurants as Part of a Larger Business
• Restaurants in Retail Stores                                        
• Restaurants in shopping malls

• CHAPTER 2
• RESTAURANT OPERATIONS
• Restaurant Operations
• The Front of the House                                
• The Back of the House
• The “Office”
• General Management
• Making a Profit in Food Service Operations
• Increasing Sales
• Reducing Costs
• Keeping the Score in Operations: Accounting Statements and Operating Ratios
• Cost of Sales
• Controllable Expenses    
• Capital Costs
• Life in the Restaurant Business
• Salary Levels

• CHAPTER 3
• RESTAURANT INDUSTRY ORGANIZATION: CHAIN, INDEPENDENT, OR FRANCHISE?
• Chain Restaurant Systems
• Marketing and Brand Recognition          
• Site Selection Expertise
• Access to Capital
• Purchasing Economies
• Control and Information Systems
• New Product Development
• Human Resource Program Development
• Chains’ Market Share
• Independent Restaurants
• Operating Advantages
• Marketing and Brand Recognition
• Site Selection
• Access to Capital
• Purchasing Economies
• Control and Information Systems
• Human Resources
• The Independent’s Extra: Flexibility
• The Independent’s Imperative: Differentiation Between Independent and Chain
• Franchised Restaurants
• The New Franchisee
• Continuing Franchise Services
• The Franchisee’s View
• The Franchisor’s View
• Franchisor-Franchisee Relations

• CHAPTER 4                                                        
• COMPETITIVE FORCES IN FOOD SERVICE
• Competitive Conditions in Food Service
• The Marketing Mix
• Product
• Price - Place–and Places - Promotion
• Competition with Other Industries
• Convenience Stores                                      
• Supermarkets                                                
• The Home as Competition

• CHAPTER 5
• ON-SITE FOOD SERVICE
• Comparing On-Site and Commercial Food Services
• Self-Operated Facilities
• Managed-Services Companies
• Pros and Cons of Managed Services
• Business and Industry Food Service
• College and University Food Service
• College Students as Customers
• Health Care Food Service
• The Dietetic Professional The Dietetic Technician           The Dietary Manager
• Health-Care Food Service Department Organization
• Trends in Health Care Food Service
• School and Community Food Service
• The School Food Service Model
• Contract Companies in School Food Service                     Trends in School Food Service
• Service Programs for the Aging
• Community-Based Services
• Senior Living Centers and Communities
• Other Segments
• Recreation
• Correctional Facilities
• Private Clubs
• Transportation                          
• Vending

• CHAPTER 6
• ISSUES FACING FOOD SERVICE
• Consumer Concerns
• Health and Wellness
• Fast Food and a Hectic Pace                               Nutrition and Labelling
• Food Safety and Sanitation
• Alcohol and Dining
• Food Service and the Environment
• Thinking About Garbage from Dump to Waste Stream
• The Greening of the Restaurant Industry
• Technology
• Enhancing Customer Service                     Technology in the Back of the House
• Technology, the Internet, and Food Service Marketing
• Technology and Management

LODGING

• CHAPTER 1
• LODGING: MEETING GUEST NEEDS
• The Evolution of Lodging
• The History of Lodging
• The Evolution of the Motel
• Classifications of Hotel Properties
• Hotels Classified by Price
• Hotels Classified by Function                    
• Hotels Classified by Location
• Hotels Classified by Market Segment
• Other Hotel Classifications
• Types of Travelers
• Business Travelers
• Other Segments
• International Travelers
• Anticipating Guest Needs in Providing Hospitality Service
• Service, Service, Service
• Employees as the Internal Customers

• CHAPTER 2
• HOTEL AND LODGING OPERATIONS
• Major Functional Departments
• The Rooms Side of the House
• The Front Office
• Automation of the Front Office                
• Reservations and Yield Management
• Housekeeping
• Telecommunications
• Uniformed Services Staff
• Security
• Hotel Food and Beverage Operations
• Banquets
• Food Production
• Sanitation and Utility
• Leased Restaurants
• Staff and Support Departments
• Sales and Marketing
• Accounting                                                      
• Human Resources            
• Engineering
• Income and Expense Patterns and Control
• The Uniform System of Accounts
• Entry Ports and Careers
• Front Office
• Accounting
• Sales and Marketing
• Food and Beverage
• Own your Own Facility

• CHAPTER 3
• FORCES SHAPING THE HOTEL BUSINESS
• The Economics of the Hotel Business
• A Cyclical Business
• Hotel Cycles and Financial Performance
• RevPAR
• Hotels as Real Estate
• International Hotel Development
• Private Equity Investments
• The Securitization of the Hotel Industry Hazards of Public Ownership
• Dimensions of the Hotel Investment Decision
• Financial
• An Operating Business
• Segmentation: For Guests or Developers?
• Management Companies
• Asset Management
• Entrepreneurial Opportunities

• CHAPTER 4
• COMPETITION IN THE LODGING BUSINESS
• The Conditions of Competition
• A Fragmented Market
• A Cyclical Market
• Cost Structure
• Securitization
• Technological Revolution
• The Marketing Mix in Lodging
• Competitive Tactics
• Product in a Segmented Market
• Food Service
• Other Services and Amenities
• Systemwide Services
• Price and Pricing Tactics
• Yield Management
• Place—and Places
• Location
• Distribution Channels
• Promotion: Marketing Communication
• Advertising in Mass Media                                         

• Advertising on the Internet           
• Sales Promotion

TRAVEL AND TOURISM

• CHAPTER 1 TOURISM: FRONT AND CENTER
• The Importance of Tourism
• Factors Affecting Travel and Tourism    
• Income Trends
• Demographics and Travel                                            
• Travel Trends
• Mode of Travel
• Trip Duration
• The Economic Significance of Tourism
• Tourism and Employment
• Publicity as an Economic Benefit
• The United States as an International Tourist Attraction
• Measuring the Volume - Reasons for Growth of the United States as a Destination
• Businesses Serving the Traveller
• Passenger Transportation
• Channels of Distribution
• Reservation Networks
• Noneconomic Effects of Tourism
• Crowding
• Favourable Noneconomic Effects

• CHAPTER 2
• DESTINATIONS: TOURISM GENERATORS
• Motives and Destinations
• Mass-Market Tourism
• Planned Play Environments
• Theme Parks
• Themes Scale
• Regional Theme Parks    
• Themes and Cities
• Employment and Training Opportunities
• Casinos and Gaming
• Las Vegas
• Macau
• Other Markets
• Casino Markets and the Business of Casinos
• Casino Staffing
• Urban Entertainment Centres
• Shopping Centers ■ Zoos, Sanctuaries, and Aquariums
• Temporary Attractions: Fairs and Festivals
• Natural Environments On a Lighter Note

MANAGEMENT IN THE HOSPITALITY INDUSTRY

• CHAPTER 1
•  MANAGEMENT: A NEW WAY OF THINKING
• Management and Supervision
• The Economizing Society
• The Managerial Revolution
• Taylor: The Work Process Focus               
• Fayol: Administrative Management
• Human Relations: Work as a Social Process ■ Implications for the Modern Hospitality Manager
• Management: A Dynamic Force in a Changing Industry
• Statler: The First “National” Hospitality System ■ Stouffer’s Modern Management Techniques ■ The Building of Complex Hospitality Systems
• Case History 15.1: Where Does a Concept Come From?
• What Is Management?
• What Is Our Business? In Business for Yourself?

• CHAPTER 2
• PLANNING IN HOSPITALITY MANAGEMENT
• Why Study Planning?
• Planning in Organizations
• Some Planning Concepts
• Goal Setting
• Characteristics of Well-Thought-Out Goals - Goal Congruence
• Goals and Policies
• Planning in Operations
• Strategic Issues ■ From Strategy to Tactics
• The Individual Worker as Planner
• Planning as a Personal Process
• Long-Range Planning Tools
• Return on Investment ■ Cost-Benefit Analysis

• CHAPTER 3
• ORGANIZING IN HOSPITALITY MANAGEMENT
• Authority: The Cement of Organizations
• The Basis of Authority    
• Authority and Responsibility                    
• Authority: A Summary
• Departmentalization
• The Delegation of Authority                      
• Span of Control Bases for Departmentalization
• Line and Staff
• Line Management            
• Staff Support
• Issues in Organizing.
• Functional Staff Authority
• Increasing the Span of Control: Empowering Managers
• Committees                        
• Bureaucracy                        
• Ad Hocracy

• CHAPTER 4 STAFFING: HUMAN RESOURCES MANAGEMENT IN HOSPITALITY MANAGEMENT
• Issues in Human Resources Management Fitting People to Jobs
• Job Descriptions
• Recruiting
• Internal Sources                                            
• External Sources                                            
• Segmenting the Employee Market
• Selection and Employment
• Selection
• Orientation
• Training
• Management Training    
• On the Job Training - Everybody gets trained
• Retaining Employees
• Staff Planning
• Job and Work Needs      
• Part Time Employees      
• Computerized Scheduling

• CHAPTER 5
• CONTROL IN HOSPITALITY MANAGEMENT
• The Importance of Control
• Control and the “Cybernetic Loop”
• Control Through Management Action   Characteristics of Control Systems
• Tools for Control
• Financial Accounting        
• Managerial Accounting                                
• Decision Accounting

• CHAPTER 6
• LEADERSHIP AND DIRECTING IN HOSPITALITY MANAGEMENT
• Leadership as Viewed by Social Scientists
• Relationship to Other Management Functions
• Why People Follow Up
• Necessity as Work Motivation                        
• Advantage as Work Motivation
• Personal Satisfaction as Work Motivation
• Independence as Work Motivation
• Encouragement, Praise, and Recognition as Work Motivation
• Money as Work Motivation
• Company Policy as Work Motivation
• Does Happiness Lead to Productivity?
• Leadership Theories
• Three Important Elements of Modern Leadership
• Participation
• Communication
• Barriers to Communication                        
• Gateways to Communication
• The Elements of Leading and Directing
• Leadership and Change
• Developing Your Own Leadership Style