Introduction to hotel and resort management
- xvii, 177 pages : color illustrations
Includes bibliographical references.
Organizational structure of the department Key concepts, standards and practices Competency-based job profiles Hotels: an overview of the hotel and resort industry Hotel rating system Philippine hotel cassification Hotel management contract Top hotels in the world Philippine hotels as per the department of tourism accreditation standards Resorts Times sharing concept Types of time shares Discussion questions Learning activities Multiple choice The bare essentials The global hotelier Basic competencies of global hoteliers Competencies of managers The global traveler Product knowledge Hotel department: revenue and cost centers Hotel operational cycle Guest room types Font office department Key concepts, standards, and practices Pre-arrival phase: reservations Guaranteed and non-guaranteed reservations Forms of settlement Telephone reservation process: an overview Arrival phase: welcoming, registering, and escorting guests Welcoming and registering guest Escorting a guest Showroom Departure phase: guest departure Revenue management Competency-base job profiles of selected front office personnel Housekeeping department Key concepts, standards, and practices Guestroom cleaning/ housekeeping Room inspections standard Laundry Minibar Public area Competency-based job profiles of selected housekeeping personnel Food and beverage department Key concepts, standards, and practices Fine dining restaurant Suggestive and up selling techniques Table service General rules for table service Point-of-sale equiptment Benefits of the POS System Accreditation of restaurant in the philippines Career guide in the food and beverage department French kitchen brigade Dining operations Competency-based job profiles of selected food and beverage department personnel Job description/ Job profile Recruitment and selection process Orientation program Training Performance appraisals Two approaches in performance appraisal Compensation and benifits Employee discipline Competencies-based job profiles of selected human resources personnel Finance Department Key concepts, standards, and practices Front office accounting Back office accounting Breakdown of guest charges Competency-based job profiles of selected finance person Security department Key concepts, standards, and practices Emergency plan Hotel safety and security Handling suspicious- looking characters (SLC) Incident reports Filing Incident reports Security tips for guests Competency-based job profiles of selected security personnel Casino hotels Casino operations Casino revenue and support centers Organization of casinos Travel agencies Travelers served by travel agencies History of travel agencies Types of travel agencies Philippine travel agencies association Travel agency operations