The Environment of the Hotel Business.

Service, People, and Profits in the Hotel Business.

An Overview of Strategic Planning.

Planning in Hotels.

Hotel Organization.

Coordinating the Activities of a Hotel.

Hotel Staffing.

Motivation.

Communication in Hotels.

Leading People.

Leading Organizations.

An Overview of Controlling Hotel Operations.

Controlling Results: Hotel Revenues and Costs.

Control: Getting Employees to Do Things Right and to Do the Right Things.

The GMs' Background and Personal Characteristics.

The Day-to-Day Activities of Outstanding Hotel Managers.

Appendix.

Index.