9780766823433

Front Office Operations & Management

by
  • ISBN13:

    9780766823433

  • ISBN10:

    0766823431

  • Edition: 1st
  • Format: Paperback
  • Copyright: 12/20/2001
  • Publisher: Cengage Learning

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Summary

For Hotel Management training in both large chains and smaller organizations, as well as meeting professionals, this book introduces concepts of organization, communication, ethics and policy within a hotel. The primary focus is the front office, housekeeping, reservations and night audit departments. Other departments are discussed to provide and understanding of how these departments relate to the front office and how they operate to enhance the guest experience. An introduction of basic analyses, techniques and trends both in policy and technology are reviewed as they relate to management and the guest. The book gives readers a ?real world? understanding of the hotel industry balancing its past, present and future. This book portrays the nature and operation of hotels as they exist today. It reveals the inner workings of a hotel, preparing readers for what to expect in the current and future hotel market. The Property Management System has dramatically changed hotel operations, therefore extensive time has been devoted to covering this technology. Additional chapters feature analysis of the physical makeup of hotels, yield management, and operational techniques. Performance measurements and analysis of what makes a truly successful hotel are discussed in detail. Finally, because hotel management is and will always be about people, chapters are devoted to both the hotel guest and hotel employee. The arrival chronology is discussed from arrival to departure.

Table of Contents

Preface xv
Acknowledgments xvii
About the Author xix
Hotels-Past and Present
1(29)
Historical Perspective
2(5)
Marketplace Consistency
6(1)
Lodging Management Association
7(4)
Revenue Sources
11(10)
Sleeping Rooms
12(1)
Meeting/Function Space
12(1)
Outlets/Ancillary Revenue Sources
13(2)
Profit Margin
15(1)
Room Cost
15(1)
Food Cost
16(2)
Opportunity Cost
18(1)
Captive Audience Quotient
19(2)
Industry Perspective: Usage of Function Space
21(2)
Chapter Review
23(1)
Case Study: Food Cost
24(1)
Case Study: Chain Histories
25(1)
Internet Resources: Hotel Web Site Home Pages
26(4)
Hotel Classifications
30(17)
Hotel Sizes
31(1)
Hotel Location Classifications
31(5)
Downtown
32(1)
Resort
32(2)
Airport
34(1)
Suburban
35(1)
Hotel Product Types
36(6)
Service Level
36(3)
Target Market
39(3)
Independent Hotel Ratings
42(2)
Chapter Review
44(1)
Case Study: Hotel Types
45(2)
The Hotel Guest
47(15)
Room Sales Differentiation
48(4)
Group Rooms
48(1)
Transient Rooms
48(2)
Transient Reservation Avenues
50(2)
Market Segmentation
52(3)
Group Market Segments
52(1)
Corporate Segment
52(1)
Association Segment
52(1)
Other Segment
52(1)
Transient Market Segments
53(1)
Business Segment
53(1)
Pleasure Segment
54(1)
Chapter Review
55(2)
Case Study: Market Segmentation
57(2)
Case Study: Theoretical Buying Decision
59(2)
Internet Resources: World Wide Web Travel Sites
61(1)
The Guest Room
62(33)
Categorizing the Guest Room
63(16)
Room Types
63(1)
Room Configurations
64(9)
Room Designations
73(1)
Room Numbering
74(3)
Room Status Reconciliation
77(2)
Guest Room Makeup
79(3)
Key Control Systems
82(2)
Industry Perspective: The Role of Architecture in Hospitality
84(5)
Chapter Review
89(1)
Special Feature: New Hotel Construction
90(4)
Internet Resources: Hotel Design Web Sites
94(1)
Hotel Organization
95(39)
Hotel Organization
96(1)
Functional Departments
96(9)
Rooms Division
97(1)
Front Office
98(1)
Housekeeping
99(1)
Reservations
99(1)
The Unique Role of Reservations
99(1)
Night Audit
100(1)
Loss Prevention/Security
100(1)
Food and Beverage
101(1)
Accounting
101(1)
Human Resources
102(1)
Engineering
103(1)
Sales/Marketing and Catering
104(1)
Group Resumes
104(1)
Practical Areas
105(1)
Organizational Deployment Example
106(15)
Top Level Management
106(1)
About My Job: General Manager
107(2)
The Executive/Leadership Team
109(1)
Rooms Division Manager/Resident Manager
109(1)
Director of Food and Beverage
110(1)
Director of Marketing
110(1)
Industry Perspective: Engineering
111(1)
Director of Human Resources
112(1)
Director of Engineering
112(1)
Controller
112(1)
Director of Grounds
112(1)
Director of Recreation
113(1)
Department Heads
113(1)
Rooms Division Department Heads
114(1)
Food and Beverage Department Heads
115(3)
Sales Department Heads
118(1)
Engineering and Human Resources Department Heads
119(1)
Accounting Department Heads
120(1)
Resort Deployment Example
121(1)
Traditional versus Revenue-based Deployment
122(1)
Functional Department Management Teams
123(3)
Special Feature: Hotel Career Management
126(4)
Chapter Review
130(3)
Internet Resources: Hotel Career Web Sites
133(1)
Front Office Overview
134(35)
The Arrival Chronology
135(19)
Stage One-Greeting
135(1)
Stage Two-Transition
136(1)
About My Job: Doorman
137(2)
The Hotel Shuttle
139(1)
Stage Three-Registration
140(1)
Check-in
141(1)
Determine Method of Payment
142(3)
About My Job: Front Desk Clerk
145(1)
Stage Four-Completion
145(1)
Concierge
146(1)
PBX (Private Branch Exchange)
146(1)
About My Job: Head Concierge
147(3)
About My Job: PBX Operator
150(1)
Guest Service Attendant-The Front Office Hybrid
150(1)
Group Arrivals
151(3)
Departures
154(2)
Front Desk Checkout
154(1)
Guest-directed Computer Checkout
155(1)
Automated Checkout
155(1)
Front Office Operations
156(8)
Communications
156(1)
Staffing
157(1)
Value-added Services
158(1)
Safe-deposit Boxes
158(1)
Mail and Document Handling
159(1)
Operations Administration
159(2)
About My Job: Assistant Front Office Manager
161(1)
Shift Checklists
162(2)
Chapter Review
164(2)
Case Study: Pass On Log
166(2)
Internet Resources: Trade Journals/Online Resources
168(1)
Room Rate Structure
169(18)
Rate Structure
170(5)
The Hubbart Formula
170(4)
Cost Rate Formula
174(1)
Market Tolerance
174(1)
Room Rate Designations
175(6)
Rate Measurement Averages
181(2)
Chapter Review
183(2)
Case Study: Room Rate Structure #1
185(1)
Case Study: Room Rate Structure #2
186(1)
The Property Management System
187(24)
Selecting the PMS
188(2)
Guest Account
190(4)
Guest Registration Menu
191(1)
Guest Accounting Menu
192(2)
The Check-in
194(8)
Before PMS
200(2)
PMS Hierarchy
202(1)
PMS Systems Interface
202(3)
The Evolution of PMS
204(1)
Industry Perspective: Technology in Hospitality
205(3)
Chapter Review
208(2)
Internet Resources: Property Management Systems
210(1)
Guest Accounting
211(17)
Accounting Basics
212(1)
Guest Accounting
213(3)
Guest Ledger
214(1)
House Account
214(1)
Guest Account
214(1)
Master Account
214(1)
Guest History Account
215(1)
City Ledger
215(1)
Accounting Entries
216(4)
Uncollected Receivables
217(3)
Accounting Documentation
220(1)
Guest Accounting and the Front Desk
221(3)
Foreign Exchange
223(1)
Shift Closing
223(1)
Chapter Review
224(3)
Internet Resources: Accounting Resources
227(1)
Night Audit
228(16)
Night Audit Overview
229(1)
Night Audit Deployment
229(1)
Night Audit Reporting
230(7)
Trial Balance
236(1)
Night Audit Checklist
237(1)
Ancillary Night Audit Duties
238(3)
Guest Security and Incident/Accident Reporting
238(2)
About My Job: Night Audit Manager
240(1)
Chapter Review
241(3)
Housekeeping
244(20)
Room Assignment
245(3)
Housekeeping PMS Reports
245(1)
Housekeeper Allocation
246(1)
When Guests Overstay
247(1)
Housekeeping Operations
248(1)
Housekeeping Guest Room Standards
249(2)
Housekeeping Management
251(6)
Turndown Service
251(2)
Staffing
253(1)
Lost and Found
254(1)
Supply and Inventory Management
255(2)
Industry Perspective: e-Procurement in Hospitality
257(4)
Chapter Review
261(2)
Internet Resources: Web-based Purchasing
263(1)
Reservations and Forecasting
264(44)
Determining Occupancy and Availability
265(3)
Availability Factors
265(1)
Current Number of Reservations
265(1)
Historical Factors
265(3)
House Count
268(1)
Overselling
268(2)
Yield Management
270(7)
Rate Availability Restrictions
273(1)
Length of Stay Restrictions
274(1)
Closed to Arrival Restrictions
275(1)
Minimum Length Stay Restrictions
275(1)
Modified Length Stay Restrictions
275(1)
Rate Averaging
276(1)
Yield Management for Groups
276(1)
Reservations Management
277(13)
Forecasting
278(2)
Forecasting Factors
280(8)
Completing Forecasts
288(1)
Forecasting Frequency
289(1)
Forecasting Importance
290(1)
Reservation Sales Management
290(11)
Staffing
290(2)
Training
292(1)
Reservation Evaluations
293(1)
Call Management
294(1)
Motivation
295(4)
Sales Strategy
299(2)
Industry Perspective: Yield Management in Practice
301(2)
Chapter Review
303(1)
Case Study: Rooms Inventory and Forecasting #1
304(2)
Case Study: Rooms Inventory and Forecasting #2
306(1)
Case Study: Rooms Inventory and Forecasting #3
307(1)
Case Study: Rooms Inventory and Forecasting #4
307(1)
Measuring Hotel Performance
308(11)
Quantifiable Analyses
309(5)
Rev-par
309(2)
Market Share
311(3)
Qualifiable Analyses
314(1)
Industry Perspective: Economic Impact of Hotels
315(1)
Chapter Review
316(2)
Case Study: Rev-par
318(1)
Internet Resources: Measuring Hotel Performance
318(1)
Guest Service
319(18)
Service Standards
320(3)
Verbal Means
320(2)
Visual Means
322(1)
Guest Conflict Resolution
323(2)
Empowerment
325(1)
Diversity Awareness
325(1)
International Guests
326(1)
Management's Role in Guest Service
327(1)
Guest Service Training
328(3)
Service Mission Statement
328(1)
Motivating for Guest Service
329(2)
Industry Perspective: Six Sigma and Customer Loyalty
331(2)
Chapter Review
333(3)
Internet Resources: Hotel Training Web Sites and International Resources
336(1)
Glossary 337(12)
Index 349

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