450 Things Every Hotel General Manager Should Know

Lovely book !

Testo molto utile

Dr. Mary Louise Fitzgibbons’ brilliance shines throughout her book, 450 Things Every Hotel General Manager Should Know. Having spent the last 25 years of her life as a General Manager of many luxury hotels in the United States, she speaks with such authority and insight. Dr. Fitzgibbon has a Bachelor’s Degree in Hospitality Management, a Master’s Degree in Business and a Ph.D. in Industrial/Organizational Psychology. With both education and experience, Dr. Fitzgibbons writes a comprehensive book that speaks to six different areas in hotel management.: Operating Departments Support Departments Sales/Marketing/Catering/Revenue Service Excellence Inspect What You Expect Leadership and Hotel Culture Chapter 1 Operating Departments include Housekeeping, where twenty-five important facts are listed by Dr Fitzgibbon, to ensure that the hotel has the highest cleanliness standards in guest rooms as well as in the public areas. Front Office is the place where first impressions are made. The twenty-five points, if followed, will set a positive tone for the guests. Food and Beverage excellence focuses on culinary and beverage creativity. Dr. Fitzgibbon outlines, in easy-to-follow steps, the accountability measures that ensure success. Convention Services section lists thirteen important steps to take for setting high standards for meeting planners satisfaction. Engineering There are thirty-six details listed, since engineering covers the overall maintenance of the hotel. Security Departments have the job of protecting the employees, the guests as well as the property. Fifteen important facts to know are explained in detail. In case of a crisis, there are responses to say and not say, always having key messages in place. Recreation Departments create a balance between safety and fun at the hotel pools, spas, and fitness centers. Nine ingredients are listed that will meet these goals. Chapter 2 Support Departments include: Finance Thirty-nine points were discussed to make sure the hotel is effective financially. Human Resources Thirty-six ways are listed on how to support the hotel employees. Chapter 3 Sales/Marketing/Catering/Revenue Sales brings business/revenue to the hotel. Twenty-six ways the Manager is involved is explained in great detail. Marketing involves advertising and programs that increase the hotel revenue. Thirty-six ways for the manager to ensure exceptional results are given by Dr Fitzgibbon. Catering includes selling and overseeing food and beverages in the meeting space. Twenty-two “how to do this” are answered fully. Revenue Management Departments strategizes with the General Manager on prices, yields and selling goals as outlined in seventeen points. Chapter 4 Service Excellence is the target for all employees and is led by the manager. Dr. Fitzgibbon outlines forty-two ways to succeed in this area. Chapter 5 Inspect What You Expect has a clever ring, but fifteen reasons show the importance in management of a successful hotel. Chapter 6 Leadership and Hotel Culture Servant Leadership was an interesting concept explained by Dr. Fitzgibbon. Having the greatest component of sixty-two points emphasized here, I believe Dr Fitzgibbon places a great emphasis on the relationship between Leadership and Hotel Culture. Dr Fitzgibbon has left nothing out of her book, 450 Things Every General Manager Should Know. What a job well done! Indeed!

buenos consejos aunque algunos basicos. Buena lectura para un back to basics

I like this book. Direct to the point. Provides 450 useful tips in managing a hotel. Will definitely incorporate those.