Check-In, Check-Out : Managing Hotel Operations

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  • Edition: 7th
  • Format: Hardcover
  • Copyright: 2009-01-01
  • Publisher: Pearson College Div
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For courses in Hotel Front Office Management. The leader in rooms management education and job-training for over two decades. This text provides exceptionally complete coverage of the hotel's front office and all of the support positions that make it workfrom the global reservation network, to legal concerns, sales and marketing techniques, management issues, room rate formulas, and control and oversight. The seventh edition of Check-In; Check-Out focuses on the broad view of lodging management and all that it entails. In a sequence that follows the flow of most guestsreservation, arrival, billing, departure, auditing and accountingthe book treats both the how (e.g., completing a reg. card) and the why (e.g., yield management) while keeping students abreast of the trends currently affecting the industry.

Table of Contents

The traditional hotel industryp. 3
The modern hotel industryp. 33
The structure of the hotel industryp. 75
Global reservations technologiesp. 129
Individual and group reservationsp. 169
Forecasting availability and overbookingp. 211
Managing guest servicep. 247
The guest arrival, registration, and roomingp. 291
Role of the room ratep. 337
Billing the guest foliop. 385
Cash transactionsp. 425
Credit and the City Ledgerp. 469
The night auditp. 515
Technology and the hotel industryp. 551
Table of Contents provided by Blackwell. All Rights Reserved.


Welcome to the seventh edition ofCheck-In Check-Out,a hotel management text. Like the previous editions, which span 30 years, this release is current and complete. The work has kept step with each new, unfolding development in a business that is dynamic and challenging. In keeping with the book's tradition, there are no shortcuts, no superficial changes. The rewrite is complete. Accuracy, currency, and depth of coverage have been and continue to be the hallmarks of this lodging management text. Sales of guest rooms is the industry's largest income producer as well as its most profitable operating segment. Because the success of this critical department depends on the support of other units, some external to the organization, the discussion focuses on a broad view of lodging management. References throughout the chapters range from human resources to engineering; from accounting to telephone systems; from credit cards to email communications; from legal matters to travel agents; from environmental issues to global distribution systems; from spas to hurdle pricing. Lodging management is an integral part of the world of business. The book's contents provide for that. Previous users will find new resources: Web site addresses is one example. Researchers will find expanded references: A definitive glossary is one example. Students will find in-depth coverage of content offered in no other hotel textbook: The impact of other events on lodging's future, such as Web reservations, is one example. Operating managers will find answers to the how to: How to empower employees to settle complaints is one example. Welcome to the latest edition of a tradition in hotel operations and education.

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