Staying Away from Home
- The importance of hotels
- Travel and hotels
- Two centuries of hotel-keeping
- Hotels in the total accommodation market
- Hotel location
- Types of hotels
Hotel Products and Markets
- The hotel as a total market concept
- Hotel facilities and services as products
- Hotel accommodation markets
- Hotel catering markets
- Hotel demand generating sources
- Hotel market areas
- Hotel market segmentation
- Buying and paying for hotel services
- Hotel marketing orientation
Hotel Policies, Philosophies and Strategies
- Objectives and policies
- General and sectional policies
- Policy formulation, communication and review
- Hotel philosophies
- Hotel plans and strategies
- The framework of hotel management
Rooms and Beds
- Room sales
- Guest accounts
- Mail and other guest services
- Uniformed services
- Hotel housekeeping
- Organisation and staffing
- Accounting and control
Food and Drink
- The food cycle
- The beverage cycle
- Hotel restaurants
- Hotel bars
- Room service
- Functions
- Food and beverage support services
- Organisation and staffing
- Accounting and control
Miscellaneous Guest Services
- Guest telephones
- Guest laundry
- Rentals and concessions – other income
- Accounting and control
Hotel Organisation
- Rooms
- Food and beverages
- Miscellaneous guest services
- Hotel support services
- The management structure
- Organisational structure of a large hotel
- Accounting and control
Hotel Staffing
- Determinants of hotel staffing
- Numbers and payroll
- Hotel products and staffing
- Organisation of the personnel function
- Organisation of training
- Functions of the training division
Productivity in Hotels
- Measures of labour productivity
- Physical measures
- Financial measures – sales and payroll
- Physical/financial measures – sales per employee
- Productivity measures – value added approach
- Some ways to higher productivity
- Productivity standards
- Computers in hotels
Marketing
- From product to sales to marketing
- The marketing concept
- Special features of hotel marketing
- The marketing cycle
- Marketing resources
- Hotels in the total tourist product
Property Ownership and Management
- Property ownership
- Property operation and maintenance energy
Finance and Accounts
- The hotel balance sheet
- Balance sheet ratios and analysis
- The hotel profit and loss statement
- Profit and loss ratios and analysis
- Hotel operating profit
- Balance sheet and profit and loss relationships
- Liquidity ratios
The Small Hotel
- Products and markets
- Ownership and finance
- Organisation and staffing
- Accounting and control
- The future of the small hotel
Hotel Groups
- Advantages of groups
- Problems of groups
- Scope for centralisation
- A concentrated hotel group
- A dispersed hotel group
International Hotel Operations
- Products
- Markets
- Cost and profit ratios
- Ownership and finance
- Organisation and general approach
Example Candidate Response Booklet
Example Candidate Response (ECR) Booklets are a source of crucial information for Centres and Candidates as they use real candidate responses. We ask Senior Examiners to comment on five or more responses in terms of why the mark was awarded with commentary about how to improve the answer (if necessary).
