HOTEL MANAGEMENT
A N D O P E R AT I O N S
f o u r t h e d i t i o n
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
f o u r t h e d i t i o n
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 reserved
Published by John Wiley & Sons, Inc., Hoboken, New Jersey
Published simultaneously in Canada
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form
or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as per-
mitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior writ-
ten permission of the Publisher, or authorization through payment of the appropriate per-copy fee to
the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax
(978) 750-4470, or on the web at www.copyright.com. Requests to the Publisher for permission should
be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ
07030, (201) 748-6011, fax (201) 748-6008, e-mail: .
Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts
in preparing this book, they make no representations or warranties with respect to the accuracy or
completeness of the contents of this book and specifically disclaim any implied warranties of mer-
chantability or fitness for a particular purpose. No warranty may be created or extended by sales repre-
sentatives or written sales materials. The advice and strategies contained herein may not be suitable for
your situation. You should consult with a professional where appropriate. Neither the publisher nor au-
thor shall be liable for any loss of profit or any other commercial damages, including but not limited to
special, incidental, consequential, or other damages.
For general information on our other products and services or for technical support, please contact our
Customer Care Department within the United States at (800) 762-2974, outside the United States at
(317) 572-3993 or fax (317) 572-4002.
Wiley also publishes its books in a variety of electronic formats. Some content that appears in print
may not be available in electronic books. For more information about Wiley products, visit our web site
at www.wiley.com.
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
647.94068—dc22 2005011811
Printed in the United States of America
10 9 8 7 6 5 4 3 2 1
A N D O P E R AT I O N S
f o u r t h e d i t i o n
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
f o u r t h e d i t i o n
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 reserved
Published by John Wiley & Sons, Inc., Hoboken, New Jersey
Published simultaneously in Canada
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form
or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as per-
mitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior writ-
ten permission of the Publisher, or authorization through payment of the appropriate per-copy fee to
the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax
(978) 750-4470, or on the web at www.copyright.com. Requests to the Publisher for permission should
be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ
07030, (201) 748-6011, fax (201) 748-6008, e-mail: .
Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts
in preparing this book, they make no representations or warranties with respect to the accuracy or
completeness of the contents of this book and specifically disclaim any implied warranties of mer-
chantability or fitness for a particular purpose. No warranty may be created or extended by sales repre-
sentatives or written sales materials. The advice and strategies contained herein may not be suitable for
your situation. You should consult with a professional where appropriate. Neither the publisher nor au-
thor shall be liable for any loss of profit or any other commercial damages, including but not limited to
special, incidental, consequential, or other damages.
For general information on our other products and services or for technical support, please contact our
Customer Care Department within the United States at (800) 762-2974, outside the United States at
(317) 572-3993 or fax (317) 572-4002.
Wiley also publishes its books in a variety of electronic formats. Some content that appears in print
may not be available in electronic books. For more information about Wiley products, visit our web site
at www.wiley.com.
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
647.94068—dc22 2005011811
Printed in the United States of America
10 9 8 7 6 5 4 3 2 1
