9780131700697

Professional Front Office Management

by ; ; ;
  • ISBN13:

    9780131700697

  • ISBN10:

    0131700693

  • Edition: 1st
  • Format: Paperback
  • Copyright: 2006-02-20
  • Publisher: Pearson

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Supplemental Materials

What is included with this book?

Summary

Witten with the context that the Front Office Department's primary function is to "connect" the property and its employees with the guests. This book details policies and procedures that address the department's critical role of serving guests, coordinating employee communcation and utilizing technology to benefit guests, staff and owners. An emphasis on providing guest service; Facilitating the work of employees in other departments as they provide service; Using technology to meet the needs of guests and hotel employee peers; The Context of Front Office Operations; Technology Helps Front Office Operations; Front Office and the Guest Cycle; Special Front Office Concerns. Hotel operation managers and administrators.

Author Biography

Robert H. Woods, Ph.D., is a Professor in the Hotel Management Department, Harrah Hotel College, University of Nevada, Las Vegas Jack D. Ninemeier, Ph.D., is a Professor in The School of Hospitality Business, Michigan State University David K. Hayes, Ph.D., is Managing Owner of the Clarion Hotel and Conference Center, Lansing, Michigan

Table of Contents

Authors' Remarksp. xv
Forewordp. xvii
Prefacep. xxi
Context of Front Office Operations
Overview of the Lodging Industryp. 1
Chapter Outlinep. 1
Chapter Previewp. 2
The FOM in Action: The Challengep. 3
Lodging As Part of the Travel and Tourism/Hospitality Industryp. 3
Travel and Tourism: The Big Picturep. 3
Hospitality Industryp. 5
Accommodations (Lodging) Segmentp. 5
Foodservices Segmentp. 8
Other Hospitality Operations Segmentp. 10
Classification of Hotelsp. 11
Methods of Classificationp. 11
Classification by Features and Guest Focusp. 13
Full-Service Hotelsp. 13
Limited-Service Hotelsp. 17
Extended-Stay Hotelsp. 21
Convention Hotels and Conference Centersp. 22
Resorts and Time-Sharesp. 24
Organization of Hotelsp. 26
Small, Limited-Service Hotelp. 26
Large, Full-Service Hotelp. 27
Mega Hotelp. 29
Hotel Ownership and Management Alternativesp. 34
Lodging Industry Challengesp. 37
Broad-Based Challenges (All Segments)p. 37
Operating Issuesp. 37
Marketing Issuesp. 39
Technological Issuesp. 40
Economic Issuesp. 40
Segment-Specific Challengesp. 41
Full-Service Hotelsp. 42
Limited-Service Hotelsp. 43
Extended-Stay Hotelsp. 44
Convention Hotels and Conference Centersp. 45
Resorts and Time-Sharesp. 46
The FOM in Action: A Solutionp. 49
Front Office Semantics Listp. 50
Front Office and the Internetp. 51
Real-World Activitiesp. 51
Front Office and the Guests: Planning for Quality Servicep. 52
Chapter Outlinep. 52
Chapter Previewp. 53
The FOM in Action: The Challengep. 54
Lodging as a Guest Service Businessp. 54
Developing a Quality Culturep. 58
What Is Quality?p. 58
Role of Hotel Senior Managers in Qualityp. 61
How Managers Plan for Qualityp. 63
Model for Qualityp. 65
Planning Guest Service Processesp. 67
Recognizing Basic Concernsp. 68
Determining Guests' Service Expectationsp. 71
Establishing Quality Processes that Yield Exemplary Guest SServicep. 72
Designing Work Processesp. 73
Process Revision Is Ongoingp. 74
Evaluating Work Processesp. 75
Managing Work Processesp. 76
Enhancing Moments of Truthp. 76
Delivering Guest Service Through Employeesp. 78
Empower Staff with Service Authorityp. 80
Ensure that Guest-Friendly Processes Are Usedp. 82
Emphasize Continuous Quality Improvementp. 82
The FOM in Action: A Solutionp. 85
Front Office Semantics Listp. 86
Front Office and the Internetp. 86
Real-World Activitiesp. 87
Overview of the Front Office Departmentp. 88
Chapter Outlinep. 88
Chapter Previewp. 89
The FOM in Action: The Challengep. 90
Front Office Functions and Responsibilitiesp. 90
Primary Function: Coordinate Guest Servicesp. 91
Specific Activities: Deliver Guest Servicesp. 93
Front Office Responsibilitiesp. 94
Front Office Organizationp. 96
Small Hotel (75 Rooms)p. 98
Large Hotel (350 Rooms)p. 99
Mega Hotel (3,000 Rooms)p. 99
Front Office Positionsp. 102
Management Positionsp. 103
Nonmanagement Positionsp. 109
Human Resources Management (Entry-Level Personnel)p. 116
Recruitment and Selectionp. 117
Orientation and Trainingp. 120
Motivation and Leadershipp. 124
Staffing and Schedulingp. 128
The FOM in Action: A Solutionp. 135
Front Office Semantics Listp. 135
Front Office and the Internetp. 136
Real-World Activitiesp. 136
How Technology Helps Front Office Operations
Front Office Property Management Systemp. 138
Chapter Outlinep. 138
Chapter Previewp. 139
The FOM in Action: The Challengep. 140
Four Rs of Front Office Information Managementp. 140
Reservations Managementp. 142
Rooms Managementp. 144
Revenue Managementp. 144
Records and Accounts Managementp. 145
Pms Report Development, Distribution, and Analysisp. 146
Selection of Most Useful Reportsp. 147
Distribution of Reportsp. 149
Report Analysisp. 150
Understanding Past Performancep. 153
Forecasting Future Performancep. 154
Reservations Management Datap. 156
Guest Informationp. 157
Guest Request Informationp. 159
Rooms Management Datap. 161
Room Typep. 162
Room Statusp. 165
Revenue Management Datap. 166
Forecasting Demandp. 168
Pricing Inventoryp. 169
Records and Accounts Managementp. 170
Records Managementp. 170
Accounts Managementp. 171
Selecting a Pmsp. 174
The FOM in Action: A Solutionp. 179
Front Office Semantics Listp. 180
The Front Office and the Internetp. 180
Real-World Activitiesp. 180
Managing Forecast Datap. 182
Chapter Outlinep. 182
Chapter Previewp. 183
The FOM in Action: The Challengep. 184
The FOM As Forecasterp. 184
Tracking Room Demandp. 188
Computation of Occupancy Forecastp. 189
No-showsp. 190
Early Departuresp. 191
Overstaysp. 192
Use of Current and Future Datap. 192
Using Predictive Data Sourcesp. 197
Transient Guestsp. 198
Internal Datap. 199
External Datap. 200
Group Guestsp. 205
Group Historyp. 206
Group Cutoffsp. 207
Managing Occupancy Forecast Reportsp. 210
Pickup Reportsp. 211
Ten-Day Forecastsp. 213
Thirty-Day Forecastsp. 215
Extended Forecastsp. 218
Other Forecasting Issuesp. 221
Impact on Pricingp. 222
Evaluation of Effectivenessp. 223
The FOM in Action: A Solutionp. 226
Front Office Semantics Listp. 227
Front Office and the Internetp. 227
Real-World Activitiesp. 228
Revenue Managementp. 229
Chapter Outlinep. 229
Chapter Previewp. 230
The FOM in Action: The Challengep. 231
Role of The Revenue Managerp. 231
Revenue Managementp. 235
Room Rate Managementp. 237
Room Rate Economicsp. 240
Rate Typesp. 242
Rate Determinationp. 245
Traditional Pricing Strategiesp. 246
Web-Influenced Pricing Strategiesp. 250
Revenue Management Toolsp. 254
Room Typesp. 255
Market Codesp. 256
Track Codesp. 259
Revenue Management Essentialsp. 262
Managing Occupancyp. 263
Managing ADRp. 266
Evaluating Effectivenessp. 268
Occupancy Indexp. 268
ADR Indexp. 269
RevPar Indexp. 270
GoParp. 272
Yield Managementp. 274
Philosophyp. 274
Implementationp. 276
Techniquesp. 277
The FOM in Action: A Solutionp. 279
Front Office Semantics Listp. 281
Front Office and the Internetp. 282
Real-World Activitiesp. 282
Distribution Channel Managementp. 284
Chapter Outlinep. 284
Chapter Previewp. 285
The FOM in Action: The Challengep. 286
Overview of Distribution Channelsp. 286
Brief History of Distribution Channelsp. 288
Use of Intermediariesp. 292
Current Distribution Channelsp. 296
Management of Distribution Channelsp. 297
Walk-In Guestsp. 299
Telephonep. 300
Faxp. 301
E-Mail and Traditional Mailp. 301
Group-Sales Departmentp. 302
Global Distribution Systemp. 303
Central Reservation Systemp. 305
Internetp. 306
Property Web Sitep. 311
Chain Web Sitep. 312
Third-Party Web Sitesp. 313
Merchant Modelp. 313
Opaque Modelp. 315
An Evolving Channelp. 316
Challenges of Distribution Channel Managementp. 317
Inventory Ownershipp. 318
Control of Web Site Accessp. 320
Guest- and Sales-Related Issuesp. 321
Rate Consciousnessp. 321
Group-Block Managementp. 322
Occupancy Tax Liabilityp. 324
The FOM in Action: A Solutionp. 327
Front Office Semantics Listp. 327
Front Office and The Internetp. 328
Real-World Activitiesp. 328
Management of Data-Generating Front Office Subsystemsp. 329
Chapter Outlinep. 329
Chapter Previewp. 330
The FOM in Action: The Challengep. 331
Overview of Front Office Data Subsystemsp. 331
Revenue-Generating Subsystemsp. 335
Non-Revenue-Generating Subsystemsp. 336
Diagnosis of Subsystem Malfunctionsp. 338
Management of Interfaced Subsystemsp. 339
Telephonesp. 339
Auto-Attendantp. 341
Voice Mailp. 342
Message on Holdp. 342
Automated Wake-Upp. 343
Call Accountingp. 343
Recodable Locksp. 347
Pay-per-View Servicesp. 349
In-Room Vendingp. 349
Point-of-Sale (POS) Systemsp. 351
Property-Specific Interfacesp. 352
Credit, T&E, and Debit Card Paymentsp. 352
Management of Noninterfaced Subsystemsp. 355
Telephonesp. 356
Messagesp. 357
Wake-Up Callsp. 357
Internet Accessp. 359
Pay-per-View Servicesp. 359
In-Room Vendingp. 360
Point-of-Sale (POS) Systemsp. 361
Guest Laundryp. 361
Credit, T&E, and Debit Card Paymentsp. 363
Back-Office Accountingp. 364
The FOM in Action: A Solutionp. 367
Front Office Semantics Listp. 367
Front Office and the Internetp. 368
Real-World Activitiesp. 368
Front Office and the Guest Cycle
Reservation, Reception, and Room Assignment Managementp. 369
Chapter Outlinep. 369
Chapter Previewp. 370
The FOM in Action: The Challengep. 371
Managing Guest Reservationsp. 371
Individual Reservationsp. 372
Prepaid Reservationsp. 373
Guaranteed Reservationsp. 374
Nonguaranteed Reservationsp. 375
Walk-In Guestsp. 375
Group Reservationsp. 376
Group Foliosp. 378
Room Block Managementp. 379
Individual Call-In Reservationsp. 379
Rooming List Reservationsp. 380
Group-Submitted Rooming Listp. 380
CVB-Submitted Rooming Listp. 381
Reservation Cancellationsp. 382
Managing Guest Receptionp. 384
Arrival Listp. 385
Upsellingp. 389
Registrationp. 389
Information Accuracyp. 389
Departure Date Confirmationp. 389
Rate Agreementp. 390
Guest-Initiated Difficultiesp. 390
Property-Initiated Difficultiesp. 390
Methods of Paymentp. 392
Payment Cardp. 392
Direct Billp. 393
Cashp. 393
Prepaid Depositp. 397
Complimentaryp. 397
Managing Room Assignmentsp. 398
Room Selectionp. 398
Issuance of Room Keysp. 400
Timing Concernsp. 400
Security-Related Concernsp. 401
Walking Arriving Guestsp. 402
Recording No-Showsp. 403
Reviewing Check-in Innovations and Challengesp. 405
The FOM in Action: A Solutionp. 408
Front Office Semantics Listp. 409
Front Office and the Internetp. 410
Real-World Activitiesp. 410
Front Office and the Guests: Delivering Quality Servicep. 411
Chapter Outlinep. 411
Chapter Previewp. 412
The FOM in Action: The Challengep. 413
Making First Impressionsp. 413
Being Professionalp. 418
Delivering Service During Guest Visitsp. 427
Telephone Skillsp. 428
In-Room Needsp. 429
Requests for Informationp. 432
Emergenciesp. 432
Other Opportunities for Servicep. 434
Providing Personalized Attention: Uniformed Servicesp. 438
Bell Services Attendantsp. 438
Concierge Staffp. 441
Managing Guest Complaintsp. 444
Service Problems Do Occurp. 445
Service Recovery Modelp. 446
Evaluating Guest Servicep. 449
Guest Comment Cardsp. 449
Mystery Shoppersp. 451
Franchisor Report Cardsp. 452
Another Tactic: Ask Employees and Guestsp. 453
The FOM in Action: A Solutionp. 459
Front Office Semantics Listp. 461
Front Office and the Internetp. 461
Real-World Activitiesp. 462
Guest Charges, Payment, and Check-Outp. 463
Chapter Outlinep. 463
Chapter Previewp. 464
The FOM in Action: The Challengep. 465
Accounting for Guest Chargesp. 465
Accounting Fundamentalsp. 467
Bookkeeping and Accountingp. 468
Debits and Creditsp. 470
Posting Responsibilitiesp. 474
Front-Office Accountingp. 474
Posting to Guest Ledgerp. 476
Posting to City Ledgerp. 477
Adjusting Accountsp. 478
Back-Office Accountingp. 480
Transfers to Hotel Receivable Accountsp. 480
Payment Cardsp. 480
Direct Billsp. 483
Transfers to House Accountsp. 483
Managing Guest Creditp. 485
Establishing Credit Limitsp. 486
Monitoring Credit Limitsp. 488
Managing the Check-Out Processp. 490
Check-Out Fundamentalsp. 491
Account Settlement Methodsp. 494
Cash and Checkp. 495
Payment Cardp. 497
Direct Billp. 497
Combined Settlementp. 498
No-Show Billingp. 499
Check-Out Challengesp. 501
Late Check-Out Chargesp. 502
Express Check-Outp. 503
Unpaid Accountsp. 503
Other Check-Out Challengesp. 505
Room Damage Assessmentsp. 505
Group Allowances Strategiesp. 506
Adjustments for Complaints Made After Check-Outp. 506
The FOM in Action: A Solutionp. 509
Front Office Semantics Listp. 510
Front Office and the Internetp. 510
Real-World Activitiesp. 511
Night Audit and Report Managementp. 512
Chapter Outlinep. 512
Chapter Previewp. 513
The FOM in Action: The Challengep. 514
Overview of Night Audit Functionsp. 514
Accounting Review Functionsp. 516
Review of Guest Chargesp. 516
Review of Non-Guest Charges and Property Accountingp. 517
Reporting and Data Management Functionsp. 518
Data Reportsp. 518
Data Managementp. 520
Position of Night Auditorp. 520
Accounting for Guest Chargesp. 522
Folio Accountingp. 522
Bucket Checkp. 525
No-Show Billingsp. 526
End-of-Day Balancesp. 527
Accounting for Other Revenuesp. 528
Ledger Managementp. 528
Guest Ledgerp. 529
City Ledgerp. 531
Credit Balance Managementp. 532
Credit Limit Reportsp. 532
Credit Limit Strategiesp. 534
End-of-Day Reconciliationsp. 535
Other Night Audit Tasksp. 536
Data Reportingp. 537
Purpose of Night Audit Reportsp. 538
Sources of Datap. 539
Types of Reportsp. 539
Emergency Reportsp. 539
Revenue Generation Reportsp. 540
Reservation Activity Reportsp. 541
Exception Reportsp. 542
Management-Oriented Reportsp. 543
Report Distributionp. 546
Data Managementp. 549
Types of Datap. 550
Data Resettingp. 550
Data Archivingp. 550
The FOM in Action: A Solutionp. 553
Front Office Semantics Listp. 553
Front Office and the Internetp. 553
Real-World Activitiesp. 554
Special Concerns of the Front Office
Front Office Manager and the Lawp. 555
Chapter Outlinep. 555
Chapter Previewp. 556
The FOM in Action: The Challengep. 557
Front Office Manager and the Lawp. 557
Overview of Legal Obligationsp. 558
Duties and Standards of Carep. 560
Front Office Contracts for Guest Accommodationsp. 563
Contract Basicsp. 563
Accommodation of Guestsp. 568
Front Desk and Legal Concerns: Guest Safetyp. 570
Front Desk and Other Legal Concernsp. 573
Guest Privacyp. 573
Guest Removalp. 576
Guest Propertyp. 579
Guest Nonpaymentp. 585
Illness and Death in Guestroomsp. 586
The FOM in Action: A Solutionp. 588
Front Office Semantics Listp. 590
Front Office and the Internetp. 590
Real-World Activitiesp. 590
Front Office: Hub of the Hotelp. 592
Chapter Outlinep. 592
Chapter Previewp. 593
The FOM in Action: The Challengep. 594
The Executive Committeep. 594
Role of the Executive Committeep. 594
Concerns of the Executive Committeep. 594
How Front Office Information Assists All Departmentsp. 598
Scheduling Staffp. 598
Planning Work Volumes and Personnel Assignmentsp. 599
Front Office Interactions with Guest Contact Departmentsp. 601
General Managerp. 601
Guestroom Reportsp. 601
Financial Concernsp. 605
Service Recommendationsp. 606
Day-to-Day Operationsp. 606
Marketing and Sales Departmentp. 606
Food and Beverage Departmentp. 609
Front Office Interactions with Building Services Departmentsp. 613
Accounting Departmentp. 613
Housekeeping Departmentp. 615
Morning Room Checkp. 615
Afternoon Room Checkp. 616
Other Coordinating Activitiesp. 616
Security Departmentp. 618
Security Precautionsp. 619
Security and Safety Incidentsp. 620
Guest Notification in Emergenciesp. 622
Firesp. 626
Bomb Threatsp. 627
Power Outagesp. 628
Earthquakesp. 629
Hurricanes and Tornadoesp. 630
Terrorismp. 632
Maintenance and Engineering Departmentp. 633
Role of Front Office: Hub of the Hotelp. 636
The FOM in Action: A Solutionp. 639
Front Office Semantics Listp. 640
Front Office and the Internetp. 640
Real-World Activitiesp. 641
Glossaryp. 642
Photo Creditsp. 663
Indexp. 665
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