Tourism

HOTEL MANAGEMENT
A N D O P E R AT I O N S
fourth

edition

Edited by

Denney G. Rutherford, Ph.D.
Endowed Chair Emeritus
School of Hospitality Business Management
Washington State University

Michael J. O’Fallon, Ph.D.
Hospitality and Tourism Management
College of Business
James Madison University

JOHN WILEY & SONS, INC.

HOTEL MANAGEMENT
A N D O P E R AT I O N S
fourthedition

Edited by

Denney G. Rutherford, Ph.D.
Endowed Chair Emeritus
School of Hospitality Business Management
Washington State University

Michael J. O’Fallon, Ph.D.
Hospitality and Tourism Management
College of Business
James Madison University

JOHN WILEY & SONS, INC.

This book is printed on acid-free paper.
Copyright © 2007 by John Wiley & Sons, Inc. All rights reservedPublished by John Wiley & Sons, Inc., Hoboken, New Jersey
Published simultaneously in Canada
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Library of Congress Cataloging-in-Publication Data:
Hotel management and operations / edited by Denney G. Rutherford, Ivar Haglund, and
Michael J. O’Fallon. — 4th ed.
p. cm.
Includes bibliographical references and index.
ISBN-13: 978-0471-47065-6
ISBN-10:0-471-47065-1 (pbk.)
1. Hotel management.
I. Rutherford, Denney G., 1942–
II. Haglund, Ivar.
TX911.3.M27H663 2007
647.94 068—dc22
2005011811
Printed in the United States of America
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DEDICATION
The fourth edition of Hotel Management
and Operations is hereby dedicated to all of
those hospitality students who have enriched
the lives of theirguests by continuing to
learn beyond their formal education. It is
these professionals who constantly strive
to find even better ways to give the gift of
friendship. All the best to you.
D.G.R. and M.J.O’F 2005

CONTENTS

Preface
xi
Contributors
xiii
Acknowledgments

xv

chapter 1 O V E R V I E W
1.1

Introduction

1

1.2

The Hotel Development Process
John Dew

5...