Hotel Front Office Management, 3rd Edition

INDEX 429Henderson, Ernest, 4Herzberg, Frederick, 365, 366, 368,369Heymann, Mark, 310Hilton, Conrad, 2–3Hilton Hotels, 2–3, 14, 77, 327, 387,388Hiringcharacter traits and, 321–322, 335–336disabled applicants, 353human resource department and,46–47, 79–80international jobs, 27Holiday Inn, 3–4, 14, 18, 388Holiday Inn Grenada, Mississippi,155Homewood Suites, Alexandria, 13Hoover, Herbert, 3Hospitality, 305See also Service management programHospitality Television (HTV), 348Hotel & Motel Management, 27,130–131, 132, 388Hotel & Travel Index, 134Hotel broker, 134Hotel industryaccommodations and services, 9,11business affiliations, 19–21classification of facilities, 9–14concept development in, 5–7growth trends in, 21–24historical background, 2–4investments, 8–9levels of service, 17–18, 308market orientation in, 14–15reorganization of, 7–8sales indicators in, 15–17after September 11 terrorist attacks,7–8technological advances in, 5, 6Hotel representative, 134Hotels, 19Hotels & Suites, 388Hotel Sales and Marketing Association,International, 25Household size, market growth and,23Housekeeper’s report, 264, 282Housekeeping departmentcomputer applications, 102, 116–117interdepartmental communicationsof, 46, 56, 61, 74–75, 81–83,199, 215key system maintenance, 203responsibilities of executive housekeeper,38, 45–46, 55in Total Quality Management(TQM) team, 326–327Housekeeping status, 74–75, 81–82,102, 112, 115, 116, 193–194,206, 208, 214House limit of credit, 114, 243Houston Hilton Hotel, 77Howard Johnson Franchise Systems,388Hubbart formula, 196–197Human resources departmentcomputer applications, 102, 119–120interdepartmental communicationsof, 79–80responsibilities of manager, 38, 46–47See also EmployeesHyatt Hotels, 5, 215IIncentive programsmotivation theory and, 365, 366,367–369sales, 201, 202, 365–366service management, 309–310,320–321Independent hotels, 20–21Ink-jet printer, 103Input/output devices (I/O) ports,101Inquiries/reports, in property managementsystem (PMS), 115In-room checkout, 114, 241–242In-service education, 24–25Interdepartmental communications,35, 55, 71–87with banquet department, 76–77breakdown in, 80–84, 88–89with controller, 77, 78on departures, 249–250emergency, 400–401with food and beverage department,75–76with housekeeping department, 46,56, 61, 74–75, 81–83, 199,215with human resources department,79–80with maintenance department, 78,83with marketing and sales department,73–74, 80–81, 253in needs analysis, 99with security department, 78–79in staff meeting, 89–91total quality management (TQM)and, 84–86yield management and, 173Interfacing, 93Interhotel property referrals, 131International guestscommunications with, 46, 215currency exchange, 247–248greeting, 352needs of, 255International Hotel Association,165International job opportunities, 27Internetjob search on, 27reservations on, 130–131, 135Intersell cards, 187I/O ports (input/output devices), 101JJefferson Hotel, Richmond, 12Job analysis, 47, 55–57, 334, 342Job descriptionfront office manager, 57, 58human resources department and,47preparation of, 55training program and, 342Job responsibilities, of departmentheads, 41–50TLFeBOOK