1Preface
955.2.1 F&B Services – Definition
2Chapter
965.2.2 Food and Beverage Service Objectives
31. Introduction to Hospitality Industry
975.2.3 Functions of F&B Operations
41.1 Introduction
985.2.4 Product Cycle in F&B Service
51.2 Basic Concept of Hospitality
995.2.5 Managing Buffets, Banquets, and Catered Events
61.2.1 Structure of the Hospitality Industry
1005.2.6 Structure of F&B Services Department
71.2.2 Hospitality Procurement
1015.2.7 F&B Ancillary Departments
81.2.3 Characteristics of the Hospitality Industry
1025.2.8 F&B Staff Attitudes and Competencies
91.2.4 History of Hospitality Industry
1035.2.9 Food and Beverage Services - Outlets
101.2.5 Hospitality Industry in India
1045.3 Restaurant Operations
111.3 Customer Care in Hospitality Industry
1055.3.1 Restaurant Operations Manual
121.3.1 Who is Customer in Hotel?
1065.3.2 Restaurant Management
131.3.2 Needs of Customer
1075.4 Managing Food and Beverage Operations
141.3.3 Importance of Customer Service in the Hospitality Industry
1085.4.1 Mission and Goals
151.3.4 Best Tips for Hotel Customer Relationship Management
1095.4.2 Organizational Considerations
161.3.5 Customer Satisfaction in the Hospitality Industry
1105.4.3 Foodservice Personnel
171.3.6 Types of Complaint by Customers
1115.4.4 Operational Interactions
181.3.7 Process of Handling Complaint
1125.4.5 Operating Ratios
191.3.8 Customer Marketing
1135.5 Exercise
201.4 Role of Hospitality Industry in Tourism
1145.6 Further Readings
211.4.1 Hospitality Industry Analysis
115Chapter
221.4.2 Hospitality Management
1166. Human Resource Management
231.5 Exercise
1176.1 Introduction
241.6 Further Readings
1186.2 Human Resource Management
25Chapter
1196.2.1 Functions of Human Resource Management
262. Organizational Structure of Hotel
1206.2.2 HRM for Effective Workforce
272.1 Introduction
1216.2.3 Greater Impact of HRM
282.2 Basics of Organizational Structure
1226.2.4 Importance of Human Resource in Hospitality Industry
292.2.1 Department Responsibilities
1236.2.5 Effects of Culture on Hospitality Industry
302.2.2 Principles of Organization
1246.2.6 Issues Related to HRM in the Hospitality Sector
312.2.3 Objectives of Hotel Organizational Structure
1256.2.7 New Approaches to Organizing Human Resources
322.2.4 Classic Organization
1266.2.8 Trends shaping human resource management in the hospitality industry
332.2.5 Facilities Provided in Hotels
1276.3 Performance Management System in Hotel Industry
342.3 Hotel Organization Chart
1286.3.1 Objectives of Performance Management System
352.3.1 Organizational Structure of Large Hotel
1296.3.2 Benefits of Performance Management Systems
362.3.2 Organizational Structure of Small Hotel
1306.3.3 Performance Management System Followed in Hotel Industry
372.3.3 Importance of Organizational Chart
1316.3.4 Training and Development
382.4 Exercise
1326.3.5 Career Planning
392.5 Further Readings
1336.4 Role of the Human Resources Department in a Hospitality Organization
40Chapter
1346.5 Exercise
413. Classification of Hotels
1356.6 Further Readings
423.1 Introduction
136Chapter
433.2 Basics of Hotels
1377. Marketing for the Hospitality Industry
443.2.1 Different Types of Hotels
1387.1 Introduction
453.2.2 Types of Rooms
1397.2 Hospitality Marketing
463.2.3 Room Rates
1407.2.1 Definition of Hospitality Marketing
473.2.4 Types of Hotels
1417.2.2 Importance of Hospitality Marketing
483.3 Classification of Hotels
1427.2.3 Marketing Strategy
493.3.1 Classification on the Basis of Star
1437.2.4 Special Characteristics of Service Marketing
503.3.2 Classification on the Basis of Location/Clientele
1447.2.5 Types of Marketing for Hotels
513.3.3 Classification on the Basis of Size
1457.2.6 Hotel Marketing Trends within the Hotel Industry
523.3.4 Classification on the basis of Duration of Guest Stay
1467.2.7 Reasons for Hospitality Sector Needs Sales and Marketing Support
533.3.5 Classification on the Basis of Clients
1477.3 Service Marketing
543.3.6 Classification on the Basis of Ownership
1487.3.1 Planning for Service Marketing
553.3.7 Classification on the Basis of Level of Services
1497.3.2 Consumer Behavior in Tourism and Hospitality
563.3.8 Alternative of Hotels Accommodation
1507.3.3 Reaching the Consumer
573.4 Exercise
1517.3.4 Traditional Channels
583.5 Further Readings
1527.3.5 Understanding Customer Needs
59Chapter
1537.3.6 Market Segmentation
604. The Rooms Department
1547.3.7 Service Marketing vs. Product Marketing in Hotels
614.1 Introduction
1557.4 The Role of Marketing Management in Hospitality
624.2 Guest Life Cycle in Hotels
1567.4.1 Institutional Market
634.2.1 Pre-arrival
1577.4.2 Hospitality Marketing Mix
644.2.2 Arrival
1587.4.3 Hospitality Brands and Integrating the Marketing Mix
654.2.3 Occupancy
1597.5 Exercise
664.2.4 Departure
1607.6 Further Readings
674.3 Reservations
161Chapter
684.3.1 Importance of Reservation
1628. Financial Control and the Accounting Department
694.3.2 Types of Reservation
1638.1 Introduction
704.3.3 Modes of Reservation
1648.2 Accounting Department
714.3.4 Sources of Reservation
1658.2.1 Accounting Procedures in the Hospitality Industry
724.3.5 Processing Reservation Request
1668.2.2 Hospitality Financial Leadership - The Basic Principles
734.3.6 Reservation Reports
1678.2.3 Cash Versus Accrual Accounting
744.3.7 Importance of Reservation
1688.2.4 Balance Sheets and Income Statements
754.3.8 Group Reservation
1698.3 International Financial Reporting Standards (IFRS)
764.3.9 Overbooking
1708.3.1 Advantages of IFRS
774.4 The Front Office
1718.3.2 Best Tips for IFRS Accounting
784.4.1 Importance of Front Office Department
1728.3.3 Tips for Preparing an IFRS Balance Sheet
794.4.2 Main procedures at the front office
1738.4 Financial Statements
804.5 Housekeeping
1748.4.1 Statement of Financial Position
814.5.1 Key Terms Used in the Housekeeping Department
1758.4.2 Income Statement
824.5.2 Objectives of Hotel Housekeeping
1768.4.3 Cash Flow Statement
834.5.3 Good Housekeeping Seal
1778.4.4 Statement of Changes in Equity
844.5.4 Hotel Housekeeper
1788.5 Financial Management in the Hospitality Industry: 8.5.1 Key Financial Ratios to Analyze the Hospitality Industry
854.5.5 Departments and Positions Related to Housekeeping
1798.6 Management Reports
864.5.6 Housekeeping − Areas of Responsibility
1808.6.1 Management Financial Report
874.5.7 Advantages of Housekeeping
1818.6.2 Why is it Important to Write a Management Report?
884.5.8 Importance of Housekeeping in the Hotel Industry
1828.7 Forecasting and Budgeting
894.6 Exercise
1838.7.1 Budgeting
904.7 Further Readings
1848.7.2 Forecasting
91Chapter
1858.8 Exercise
925. The Food and Beverage Department
1868.9 Further Readings
935.1 Introduction
187Glossary
945.2 Food and Beverage Services
188Index
