Designed by architect John Portman, with a striking and impressive atrium soar-)Tj T* -0.0001 Tc 0.0353 Tw (ing up its 21 stories, the hotel literally changed the course of upscale hotel design. 1 g /GS3 gs 0 750 m 0 750 l f q 1 i 0 750 624 -750 re 0 750 m W n 0 750.06 624 -750 re W n /GS2 gs BT /F3 1 Tf 9.5 0 0 9.5 198 628.0001 Tm 0 0 0 1 k -0.0001 Tc 0.0093 Tw (Education is a lifelong venture; it does not stop with the attainment of a degree from)Tj -1.2632 -1.3158 TD -0.0027 Tw (a university or community college. )-832.2(Sales indicators)]TJ 2.1053 -1.4211 TD [(a. His legacy to the lodging industry will)Tj -1.2632 -1.3158 TD 0.0973 Tw (be serving the traveling public with comfortable, safe accommoations while making a)Tj T* 0 Tw (profit for investors. These)Tj -6.4216 -1.3158 TD 0.0969 Tw (services include, but are not limited to, reservations, on-premises dining, banquet and)Tj T* -0.026 Tw (meeting facilities, and recreational facilities. Large corporations can also offset financial losses in certain fiscal)]TJ T* -0.0001 Tc 0.0009 Tw (years or from certain properties against financial gains of other companies or properties)Tj T* 0 Tw (in their diversified portfolios. The size of the property can range from 100 to more than 200 rooms. Mar-)Tj ET 0 0 0 0 k 78 651 438 12 re f BT /F10 1 Tf 9 0 0 9 78 656.3688 Tm 0 0 0 1 k 0 Tc 0 Tw (26)Tj 7 0 0 7 93.095 656.3688 Tm 0.125 Tc (CHAPTER 1)Tj /F9 1 Tf 4 0 0 4 133.3623 657.3688 Tm 0 0 0 0.4 k 0 Tc ()Tj /F10 1 Tf 7 0 0 7 142.1695 656.3688 Tm 0 0 0 1 k 0.125 Tc (INTRODUCTION TO HOTEL MANAGEMENT)Tj ET Q /Cs8 cs 0 scn /GS2 gs 41 737 190.43 13.06 re f BT /TT2 1 Tf 8 0 0 8 45 741 Tm 1 scn 0 Tc 0 Tw (01_4612.qxp 1/11/06 3:27 PM Page 26)Tj ET 1 G 0 J 0 j 0.5 w 10 M []0 d 1 i 42 750 m 42 726 l 0 708 m 24 708 l 582 750 m 582 726 l 624 708 m 600 708 l 42 0 m 42 24 l 0 42 m 24 42 l 582 0 m 582 24 l 624 42 m 600 42 l S /Cs8 CS 1 SCN 0.25 w 42 750 m 42 726 l 0 708 m 24 708 l 582 750 m 582 726 l 624 708 m 600 708 l 42 0 m 42 24 l 0 42 m 24 42 l 582 0 m 582 24 l 624 42 m 600 42 l S 1 G 0.5 w 288 738 m 336 738 l 288 12 m 336 12 l 12 399 m 12 351 l 612 399 m 612 351 l 312 750 m 312 726 l 312 24 m 312 0 l 0 375 m 24 375 l 600 375 m 624 375 l 312 738 m 318 738 l 318 734.688 315.312 732 312 732 c 308.688 732 306 734.688 306 738 c 306 741.312 308.688 744 312 744 c 315.312 744 318 741.312 318 738 c 312 12 m 318 12 l 318 8.688 315.312 6 312 6 c 308.688 6 306 8.688 306 12 c 306 15.312 308.688 18 312 18 c 315.312 18 318 15.312 318 12 c 12 375 m 18 375 l 18 371.688 15.312 369 12 369 c 8.688 369 6 371.688 6 375 c 6 378.312 8.688 381 12 381 c 15.312 381 18 378.312 18 375 c 612 375 m 618 375 l 618 371.688 615.312 369 612 369 c 608.688 369 606 371.688 606 375 c 606 378.312 608.688 381 612 381 c 615.312 381 618 378.312 618 375 c S /Cs8 CS 1 SCN 0.25 w 288 738 m 336 738 l 288 12 m 336 12 l 12 399 m 12 351 l 612 399 m 612 351 l 312 750 m 312 726 l 312 24 m 312 0 l 0 375 m 24 375 l 600 375 m 624 375 l 312 738 m 318 738 l 318 734.688 315.312 732 312 732 c 308.688 732 306 734.688 306 738 c 306 741.312 308.688 744 312 744 c 315.312 744 318 741.312 318 738 c 312 12 m 318 12 l 318 8.688 315.312 6 312 6 c 308.688 6 306 8.688 306 12 c 306 15.312 308.688 18 312 18 c 315.312 18 318 15.312 318 12 c 12 375 m 18 375 l 18 371.688 15.312 369 12 369 c 8.688 369 6 371.688 6 375 c 6 378.312 8.688 381 12 381 c 15.312 381 18 378.312 18 375 c 612 375 m 618 375 l 618 371.688 615.312 369 612 369 c 608.688 369 606 371.688 606 375 c 606 378.312 608.688 381 612 381 c 615.312 381 618 378.312 618 375 c S endstream endobj 87 0 obj << /BleedBox [ 24 24 600 726 ] /TrimBox [ 42 42 582 708 ] /MediaBox [ 42 42 582 708 ] /Resources 29 0 R /Parent 76 0 R /Contents 88 0 R /Type /Page >> endobj 88 0 obj << /Length 6367 >> stream However, the business segment wants)Tj 0 -1.3158 TD 0.2438 Tw (quick, efficient service and high-speed Internet)Tj T* 0.0022 Tc 0.1366 Tw (service for their computers. Relate them to room rates and guest expectations. )Tj ET 0 0 0 1 K 0.25 w 78 371.375 m 173.272 371.375 l S 0 0 0 0.6 K 1.5 w 78 354.5 m 173.272 354.5 l S BT /F1 1 Tf 12 0 0 12 78 359.2501 Tm 0.0152 Tc (Business Travel)Tj /F3 1 Tf 9.5 0 0 9.5 156 340.5001 Tm -0.0001 Tc 0.0219 Tw (Corporate business travel should not be taken for granted by hotel managers in today�s)Tj T* 0.1072 Tw (world of high energy prices and speedy communication. One of only 17 hotels in North)Tj T* 0.0875 Tw (America to receive both the Mobil Five Star and)Tj T* 0.1077 Tw (AAA Five Diamond ratings, The Jefferson Hotel)Tj T* -0.0032 Tc -0.0386 Tw (offers guests the highest level of products and serv-)Tj T* -0.0029 Tc -0.0389 Tw [(ices available, with a strong commitment to warm,)]TJ T* -0.0001 Tc 0 Tw (genuine, and gracious service. )Tj 6.175 0 0 6.175 328.0599 381.1351 Tm 0 Tc (9)Tj ET 0 0 0 1 K 0.25 w 78 358.875 m 292.666 358.875 l S 0 0 0 0.6 K 1.5 w 78 342 m 292.666 342 l S BT /F1 1 Tf 12 0 0 12 78 346.7501 Tm 0.0151 Tc -0.0001 Tw (Ernest Henderson and Robert Moore)Tj /F3 1 Tf 9.5 0 0 9.5 156 328.0001 Tm -0.0001 Tc 0.1347 Tw (Ernest Henderson and Robert Moore started the Sheraton chain in 1937, when they)Tj T* 0.0045 Tc 0.1343 Tw (acquired their first hotel, the Stonehaven, in Springfield, Massachusetts. )-1138.6(Center-city)]TJ 1.6941 -1.4211 TD -0.0001 Tc [(1. )-1128.6(Franchise)]TJ T* [(ii. Marketing classes teach how to determine the)Tj T* 0.0469 Tw (buyers of a particular product�who the potential guests of a particular hotel property)Tj T* -0.0007 Tc -0.0411 Tw [(are. These departments view the front office as a communication liaison in providing guest services. Through use of mem-)Tj T* 0.0264 Tw (bership fees, trade organizations are able to lobby local, state, and federal legislators to)Tj T* -0.001 Tc -0.0408 Tw (be sure the entrepreneur�s views are recognized. They may offer full services to the guest, including suites, dining room, room serv-)Tj T* -0.0001 Tc 0.077 Tw (ice, banquets, gift shop, beauty shop, athletic facilities, swimming pool, theaters, valet)Tj T* -0.0012 Tc -0.0406 Tw (services, concierge, and airport shuttle service. )Tj 1.2632 -1.3158 TD 0.0022 Tc 0.1366 Tw (Recent additions to the list include applications of wireless technology that allow)Tj -1.2632 -1.3158 TD 0.0004 Tc 0.1384 Tw (front office staff to alert others on VIP check-ins, housekeeping staff to report guest)Tj T* -0.0001 Tc 0.0738 Tw [(room cleaning and release, marketing staff to maintain guest profiles, and bell staff to)]TJ T* 0.0698 Tw (process baggage handling. As a)Tj T* 0.0086 Tw (result hotels became more than a place to rest one�s head. In 1987, Marriott completed expansion of its Worldwide Reser-)Tj T* 0.0266 Tw (vation Center in Omaha, Nebraska, making it the largest single-site reservations opera-)Tj T* 0.0135 Tw (tion in U.S. hotel history. 1 g /GS3 gs 0 750 m 0 750 l f q 1 i 0 750 624 -750 re 0 750 m W n 0 750.06 624 -750 re W n /GS2 gs BT /F3 1 Tf 9.5 0 0 9.5 156 628.0001 Tm 0 0 0 1 k -0.0001 Tc 0.017 Tw (and controller. First four departments are the core and important department in the hotel, which are directly responsible for day to day operations. Front office can be defined as the sales, marketing and service departments which are a direct interaction with the customer and cooperating with the back-office departments to maintain a two-way flow of information. )Tj ET 0 0 0 0.8 K 0 J 0 j 25 w 10 M []0 d 108 257.5 m 317.21 257.5 l S /GS3 gs BT /F10 1 Tf 18 0 0 18 113 252 Tm 0 0 0 0 k 0.0416 Tc (Solution to Opening Dilemma)Tj ET /GS2 gs BT /F3 1 Tf 9.5 0 0 9.5 186 228 Tm 0 0 0 1 k -0.0001 Tc 0.0006 Tw (The effort you put into preparing for a visit to a career fair is essential for making this a)Tj T* 0.0155 Tw (learning and networking opportunity for you. 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Different economic conditions tend to favor different ways of spending discre-)Tj T* 0.0152 Tw [(tionary income; for example, low interest rates, which make the purchase of high-ticket)]TJ T* 0.0476 Tw (items \(such as homes, cars, boats, and aircraft\) more desirable, make less discretionary)Tj T* 0.0862 Tw (income available for short vacations or quick day trips. In 1968, Sheraton was acquired)Tj T* -0.0001 Tc 0.1066 Tw (by ITT Corporation as a wholly owned subsidiary, and ambitious development plans)Tj T* -0.0007 Tc -0.0411 Tw [(were put into place to create a truly global network of properties. ��ܤ. 1 g /GS3 gs 0 750 m 0 750 l f q 1 i 0 750 624 -750 re 0 750 m W n 0 750.06 624 -750 re W n /GS2 gs BT /F3 1 Tf 9.5 0 0 9.5 156 628.0001 Tm 0 0 0 1 k -0.0001 Tc 0.1117 Tw (the industry standard for both the volume of business it produced and the important)Tj 0 -1.3158 TD 0.0798 Tw (byproduct data it generated \(allowing it, for example, to determine feasibility for new)Tj T* 0 Tw (locations with cunning accuracy\). Some trade journals are)Tj T* -0.0002 Tc 0.0001 Tw (offered free on the Internet. The Waldorf was the embodiment of Astor�s)]TJ T* -0.0001 Tc 0.0718 Tw (vision of a New York hostelry that would appeal to his wealthy friends by combining )Tj T* 0.0325 Tw (the opulence of a European mansion with the warmth and homey qualities of a private)Tj T* 0 Tw (residence. David, who is applying for a job at a local)Tj T* -0.0001 Tc 0.0456 Tw [(hotel, wants to get information on all-suites hotels. )Tj /F6 1 Tf -2.2041 -1.9737 TD -0.0002 Tc (16. )Tj /F6 1 Tf -1.6733 -1.7632 TD -0.0002 Tc (3. )Tj /F6 1 Tf -2.2041 -1.9737 TD -0.0002 Tc (14. Although this type of hotel may seem new, many)Tj T* 0.0001 Tc 0.1387 Tw (downtown, center-city hotels have offered accommodations with in-room kitchenette)Tj T* -0.0001 Tc -0.0296 Tw [(and sitting room since the early 1900s. The hotel company developer recruits tal-)Tj T* 0.112 Tw (ented professions into the organization to manage such properties. 1 g /GS3 gs 0 750 m 0 750 l f q 1 i 0 750 624 -750 re 0 750 m W n 0 750.06 624 -750 re W n 0 0 0 1 K 0 J 0 j 0.25 w 10 M []0 d /GS2 gs 78 636.875 m 237.087 636.875 l S 0 0 0 0.6 K 1.5 w 78 620 m 237.087 620 l S BT /F1 1 Tf 12 0 0 12 78 624.75 Tm 0 0 0 1 k 0.0152 Tc 0 Tw (Total Quality Management)Tj /F5 1 Tf 9.5 0 0 9.5 156 606 Tm -0.0001 Tc 0.0869 Tw (Total quality management \(TQM\))Tj /F3 1 Tf 15.2023 0 TD (, a technique that helps managers look at processes)Tj -15.2023 -1.3158 TD 0.0286 Tw (used to create products and services with a critical eye on improving those processes, is)Tj T* 0.0221 Tw (practiced in hotels today. In subsequent jobs? The leisure segment)Tj T* 0.0054 Tc 0.2218 Tw (wants directions to local attractions and value)Tj T* -0.0001 Tc 0.0243 Tw (\(free phone calls, breakfast, and manager�s recep-)Tj T* 0 Tw (tion on selected days\). )Tj ET 0 0 0 0.8 K 0 J 0 j 25 w 10 M []0 d 108 557.5 m 252.118 557.5 l S /GS3 gs BT /F10 1 Tf 18 0 0 18 113 552.0001 Tm 0 0 0 0 k 0.0416 Tc 0.0001 Tw (Market Orientation)Tj ET /GS2 gs BT /F3 1 Tf 9.5 0 0 9.5 186 528.0001 Tm 0 0 0 1 k -0.0001 Tc -0.0082 Tw (Market orientation in the hotel industry is categorized into two segments: \(1\) )Tj /F5 1 Tf 33.4511 0 TD 0 Tw (residential)Tj -33.4511 -1.3158 TD -0.008 Tc (hotels)Tj /F3 1 Tf 2.5083 0 TD -0.0079 Tc -0.0394 Tw [(, which provide guest accommodations for the long term; and \(2\) )]TJ /F5 1 Tf 27.45 0 TD -0.008 Tc (commercial hotels)Tj /F3 1 Tf 7.6583 0 TD 0 Tc 0 Tw (,)Tj -37.6166 -1.3158 TD -0.0001 Tc (which provide short-term accommodations for traveling guests. )Tj ET 0 0 0 1 K 0 J 0 j 0.25 w 10 M []0 d 108 596.375 m 208.822 596.375 l S 0 0 0 0.6 K 1.5 w 108 579.5 m 208.822 579.5 l S BT /F1 1 Tf 12 0 0 12 108 584.25 Tm 0.0151 Tc 0 Tw (Yield Percentage)Tj /F3 1 Tf 9.5 0 0 9.5 186 565.5 Tm -0.0004 Tc -0.0414 Tw [(Yield percentage measures a hotel manager�s efforts in achieving maximum occupancy at)]TJ T* -0.0001 Tc 0.0114 Tw [(the highest room rate possible. It is suffi-)]TJ T* 0.0771 Tw [(cient to note here that this concept is relatively new in the hotel industry. Housekeeping is concerned with keeping the guest rooms clean and in a position to be sold. As for any financial invest-)Tj T* -0.0051 Tc -0.0367 Tw (ment, the entrepreneur seeks a professional to manage and operate the establishment. 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It is inter-)Tj T* 0.0355 Tw [(esting to note that this concept is also employed in older center-city commercial hotels,)]TJ T* 0.0604 Tw (in which rooms adjoining the bedroom and bath have been remodeled as living rooms)Tj T* 0 Tw (and kitchenettes to create suites. The following decades saw the introduction of budget hotels that offered basic facilities at half the rates. Nevertheless, the following def-)Tj T* 0 Tw (initions provide some idea of what is offered at each level of service. In 1988,)]TJ T* -0.0004 Tc -0.0414 Tw (the hotel underwent a $150 million restoration. )Tj ET 0 0 0 1 K 0 J 0 j 0.25 w 10 M []0 d 78 383.875 m 395.168 383.875 l S 0 0 0 0.6 K 1.5 w 78 367 m 395.168 367 l S BT /F1 1 Tf 12 0 0 12 78 371.75 Tm 0.0152 Tc (Researching Growth Areas in the Hospitality Industry)Tj /F3 1 Tf 9.5 0 0 9.5 156 353 Tm -0.0001 Tc 0.0693 Tw (Areas that offer the most potential for growth should be explored. Limited-service hotel properties include Holiday)Tj T* -0.0001 Tc 0.0345 Tw (InnExpress, operated by InterContinetal Hotels Group; Comfort Inn, by Choice Hotels)Tj T* 0 Tw (International; and Marriott�s Fairfield Inn. )Tj 0 -1.3158 TD -0.0001 Tc 0 Tw (What is the difference between franchises and referral groups? If you lived in)Tj T* 0.0054 Tc 0.2608 Tw (this community, how would these developments)Tj T* -0.0001 Tc 0 Tw (affect your career in the hotel industry? )Tj /F11 1 Tf 59 0 0 59 114 351.3651 Tm 0 Tc (? Each of the departments has a unique communication link with the front office staff. You will make mistakes, no matter how)Tj T* 0.0682 Tw (much experience you have had; however, your success rate will be much higher if you)Tj T* 0 Tw (have a varied background in many departments. The spacious bedrooms and living areas provide)Tj T* 0.0666 Tw (work and recreational areas. One of the main reasons for the increase in discre-)Tj T* -0.0095 Tc -0.0379 Tw (tionary income of American families is the emergence of the two-income family. These goals may have a political nature, such as lobbying legis-)Tj T* 0 Tw (lators or providing certification of achievement. 1 g /GS3 gs 0 750 m 0 750 l f q 1 i 0 750 624 -750 re 0 750 m W n 0 750.06 624 -750 re W n /GS2 gs BT /F3 1 Tf 9.5 0 0 9.5 168 628.0001 Tm 0 0 0 1 k -0.0001 Tc -0.0105 Tw (Discretionary income is not a constant. According to Mr. Goforth, the greatest)Tj T* -0.0002 Tc -0.0029 Tw (challenge for hospitality in the next few years will)Tj T* -0.0001 Tc 0 Tw (be attracting and retaining qualified help. )Tj ET 0 0 0 1 K 0 J 0 j 0.25 w 10 M []0 d 108 591.625 m 185.509 591.625 l S 0 0 0 0.6 K 1.5 w 108 574.75 m 185.509 574.75 l S BT /F1 1 Tf 12 0 0 12 108 579.5001 Tm 0.0152 Tc (Leisure Time)Tj /F3 1 Tf 9.5 0 0 9.5 186 560.7501 Tm -0.0001 Tc 0.0013 Tw (The trend toward increased leisure time�in the form of three-day weekends, paid vaca-)Tj T* 0.0124 Tw (tions and personal days, a workweek of 40 hours or less, and early retirement�sets the)Tj T* 0.0128 Tw (stage for the growth of the lodging industry. The hotel�s ) Tj -1.5789 -1.3158 TD -0.0192 Tw ( sonal life using... Office staff Street, new York City land- ) Tj T * 0 Tw [ ( 1 ) -5.5.... A hotel�s offerings * 0.001 Tw ( profitability of a hotel property to balance an investment.! ) -524.9 ( Extended-stay ) ] Tj 0 -1.3158 TD 0.0054 Tc 0.1397 [... 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