Hotel Front Office Management, 3rd Edition

More documents

Recommendations

Info

To LindaYour love and encouragement made this book possible.andMaria, Ryan, and DavidThe joy of sharing this book with you makes it all worthwhile.TLFeBOOK
Page 1: TLFeBOOK
Page 6: HOTEL FRONT OFFICE MANAGEMENTTHIRD
Page 12: TLFeBOOK
Page 18: PrefaceThe third edition of Hotel F
Page 22: AcknowledgmentsThe author wishes to
Page 28: 2 CHAPTER 1: INTRODUCTION TO HOTEL
Page 62:
BUSINESS AFFILIATIONS 19Business Af
Page 66:
TRENDS THAT FOSTER GROWTH 21great d
Page 70:
TRENDS THAT FOSTER GROWTH 23Family
Page 74:
CAREER DEVELOPMENT 25and other indu
Page 78:
CAREER DEVELOPMENT 27trying to deci
Page 84:
30 CHAPTER 1: INTRODUCTION TO HOTEL
Page 90:
C H A P T E R 2Hotel Organization a
Page 94:
ORGANIZATION CHARTS 35Flexibility i
Page 98:
TLFeBOOKFigure 2-1. The organizatio
Page 102:
ORGANIZATION CHARTS 39Figure 2-2. N
Page 106:
TYPICAL JOB RESPONSIBILITIES OF DEP
Page 110:
Page 114:
Page 118:
Page 122:
Page 126:
ORGANIZATION OF THE FRONT OFFICE DE
Page 130:
ORGANIZATION OF THE FRONT OFFICE DE
Page 134:
FUNCTION OF THE FRONT OFFICE MANAGE
Page 138:
Page 142:
Page 146:
CHAPTER RECAP 61vital area to manag
Page 150:
END OF CHAPTER QUESTIONS 638. Why s
Page 154:
Table 2-1. Front Office Scheduling
Page 158:
Table 2-1. (Continued)10/5 10/6 10/
Page 162:
KEY WORDS 69convention guestscorpor
Page 166:
C H A P T E R 3Effective Interdepar
Page 174:
FRONT OFFICE INTERACTION WITH OTHER
Page 178:
Page 182:
Page 186:
ANALYZING THE LINES OF COMMUNICATIO
Page 190:
ANALYZING THE LINES OF COMMUNICATIO
Page 194:
THE ROLE OF TOTAL QUALITY MANAGEMEN
Page 198:
END OF CHAPTER QUESTIONS 87results
Page 202:
END OF CHAPTER QUESTIONS 89The serv
Page 206:
KEY WORDS 91happen. Recently I ran
Page 210:
C H A P T E R 4Property Management
Page 214:
PHYSICAL STRUCTURE AND POSITIONING
Page 218:
SELECTING A PROPERTY MANAGEMENT SYS
Page 222:
PROCEDURE FOR PERFORMING A NEEDS AN
Page 226:
Page 230:
Page 234:
OTHER PMS SELECTION CONSIDERATIONS
Page 238:
FINANCIAL CONSIDERATIONS 107by comp
Page 242:
PMS APPLICATIONS 109Figure 4-6. Mai
Page 246:
PMS APPLICATIONS 111Figure 4-9. Reg
Page 250:
PMS APPLICATIONS 113or gift shop. S
Page 254:
PMS APPLICATIONS 115Figure 4-14. Ni
Page 258:
PMS APPLICATIONS 117Figure 4-17. Ho
Page 262:
PMS APPLICATIONS 119Figure 4-21. Ma
Page 266:
CHAPTER RECAP 121Figure 4-24. Time
Page 270:
SOFTWARE SIMULATION EXERCISE 12312.
Page 274:
KEY WORDS 125draft-styleE-mailergon
Page 278:
C H A P T E R 5ReservationsOPENINGD
Page 282:
OVERVIEW OF THE RESERVATION SYSTEM
Page 286:
TYPES OF RESERVATION SYSTEMS 131Dis
Page 290:
SOURCES OF RESERVATIONS 133A toll-f
Page 294:
SOURCES OF RESERVATIONS 135more rea
Page 298:
OVERBOOKING (OCCUPANCY MANAGEMENT)
Page 302:
OVERBOOKING (OCCUPANCY MANAGEMENT)
Page 306:
YIELD MANAGEMENT 141unpleasant scen
Page 310:
PROCESSING GUEST RESERVATIONS 143ha
Page 314:
PROCESSING GUEST RESERVATIONS 145pe
Page 318:
PROCESS OF COMPLETING RESERVATIONS
Page 322:
Page 326:
Page 330:
Page 334:
END OF CHAPTER QUESTIONS 155HOSPITA
Page 338:
END OF CHAPTER QUESTIONS 157CASE ST
Page 342:
NOTES 159room forecastsstayoverstra
Page 346:
C H A P T E R 6Yield ManagementOPEN
Page 350:
OCCUPANCY PERCENTAGE 163Investors a
Page 354:
USE OF YIELD MANAGEMENT 165at certa
Page 358:
USE OF YIELD MANAGEMENT 167history
Page 362:
COMPONENTS OF YIELD MANAGEMENT 169T
Page 366:
COMPONENTS OF YIELD MANAGEMENT 171o
Page 370:
COMPONENTS OF YIELD MANAGEMENT 173T
Page 374:
SOLUTION TO OPENING DILEMMA 175Appl
Page 378:
END OF CHAPTER QUESTIONS 177FRONTLI
Page 382:
NOTES 179knows that occupancy perce
Page 386:
C H A P T E R 7Guest RegistrationOP
Page 390:
COMPONENTS OF THE REGISTRATION PROC
Page 394:
Page 398:
Page 402:
Page 406:
Page 410:
Page 414:
Page 418:
Page 422:
Page 426:
Page 430:
Page 434:
REGISTRATION WITH A PMS 205Figure 7
Page 438:
Page 442:
Page 446:
Page 450:
Page 454:
SOLUTION TO OPENING DILEMMA 215INTE
Page 458:
END OF CHAPTER QUESTIONS 21711. Wha
Page 462:
KEY WORDS 219electronic keyfax mach
Page 466:
C H A P T E R 8Processing Guest Cha
Page 470:
ACCOUNT LEDGERS 223Table 8-1. Effec
Page 474:
ACCOUNT LEDGERS 225Table 8-2. Trans
Page 478:
POSTING GUEST CHARGES AND PAYMENTS
Page 482:
POSTING GUEST CHARGES AND PAYMENTS
Page 486:
TRANSFERRING GUEST AND CITY LEDGERS
Page 490:
END OF CHAPTER QUESTIONS 233Chapter
Page 494:
KEY WORDS 235guest wanted an $8.95
Page 498:
C H A P T E R 9Guest CheckoutOPENIN
Page 502:
GUEST CHECKOUT PROCEDURE 239Guest C
Page 506:
GUEST CHECKOUT PROCEDURE 241FRONTLI
Page 510:
DETERMINING METHOD OF PAYMENT AND C
Page 514:
DETERMINING METHOD OF PAYMENT AND C
Page 518:
ASSISTING THE GUEST WITH METHOD OF
Page 522:
RELAYING GUEST DEPARTURES TO OTHER
Page 526:
GUEST HISTORIES 251operating proced
Page 530:
GUEST HISTORIES 253Figure 9-6. Unde
Page 534:
GUEST HISTORIES 255Figure 9-8. Corp
Page 538:
END OF CHAPTER QUESTIONS 257End of
Page 542:
KEY WORDS 259• Correction to a Po
Page 546:
C H A P T E R 1 0Night AuditOPENING
Page 550:
THE NIGHT AUDIT PROCESS 263of an ac
Page 554:
THE NIGHT AUDIT PROCESS 265Assembli
Page 558:
THE NIGHT AUDIT PROCESS 267Figure 1
Page 562:
PREPARING THE NIGHT AUDIT REPORT 26
Page 566:
Page 570:
Page 574:
Page 578:
Page 582:
Page 586:
Page 590:
CHAPTER RECAP 283Figure 10-7. These
Page 594:
END OF CHAPTER QUESTIONS 285guest c
Page 598:
END OF CHAPTER QUESTIONS 287Departm
Page 602:
END OF CHAPTER QUESTIONS 289Figure
Page 606:
Page 610:
Page 614:
Page 618:
Page 622:
Page 626:
Page 630:
Page 634:
C H A P T E R 1 1Managing Hospitali
Page 638:
IMPORTANCE OF HOSPITALITY 307and se
Page 642:
MANAGING THE DELIVERY OF HOSPITALIT
Page 646:
Page 650:
Page 654:
DEVELOPING A SERVICE MANAGEMENT PRO
Page 658:
Page 662:
Page 666:
Page 670:
Page 674:
Page 678:
Page 682:
END OF CHAPTER QUESTIONS 3292. How
Page 686:
KEY WORDS 3314. Young, “Four Seas
Page 690:
C H A P T E R 1 2Training for Hospi
Page 694:
SCREENING FOR HOSPITALITY QUALITIES
Page 698:
DEVELOPING AN ORIENTATION PROGRAM 3
Page 702:
DEVELOPING AN ORIENTATION PROGRAM 3
Page 706:
DEVELOPING A TRAINING PROGRAM 341Fi
Page 710:
DEVELOPING A TRAINING PROGRAM 343Pr
Page 714:
STEPS IN THE TRAINING PROCESS 345ac
Page 718:
STEPS IN THE TRAINING PROCESS 347vi
Page 722:
ADMINISTERING A TRAINING PROGRAM 34
Page 726:
TRAINING FOR EMPOWERMENT 351positiv
Page 730:
AMERICANS WITH DISABILITIES ACT 353
Page 734:
CHAPTER RECAP 355Solution to Openin
Page 738:
END OF CHAPTER QUESTIONS 357tion of
Page 742:
C H A P T E R 1 3Promoting In-House
Page 746:
THE ROLE OF THE FRONT OFFICE IN MAR
Page 750:
PLANNING A POINT-OF-SALE FRONT OFFI
Page 754:
Page 758:
THEORIES OF MOTIVATION 367Theories
Page 762:
TRAINING PROGRAMS FOR A POINT-OF-SA
Page 766:
FEEDBACK 371FRONTLINE REALITIESfew
Page 770:
Page 774:
CHAPTER RECAP 375Related cost of go
Page 778:
NOTES 377CASE STUDY 1301The message
Page 782:
C H A P T E R 1 4SecurityOPENINGDIL
Page 786:
IMPORTANCE OF A SECURITY DEPARTMENT
Page 790:
JOB ANALYSIS OF THE DIRECTOR OF SEC
Page 794:
IN-HOUSE SECURITY DEPARTMENTS VERSU
Page 798:
ROOM KEY SECURITY 387Figure 14-2. T
Page 802:
ROOM KEY SECURITY 389tofino Bay Hot
Page 806:
FIRE SAFETY 391Table 14-1. Maintena
Page 810:
FIRE SAFETY 393Figure 14-3. Well-ma
Page 814:
FIRE SAFETY 395Local fire departmen
Page 818:
EMERGENCY COMMUNICATION 397Years la
Page 822:
EMERGENCY COMMUNICATION 399Director
Page 826:
EMPLOYEE SAFETY PROGRAMS 401HOSPITA
Page 830:
Figure 14-7. Minutes from a safety
Page 834:
END OF CHAPTER QUESTIONS 405• How
Page 838:
NOTES 407He thanked her for her con
Page 842:
Glossaryaccess time: the amount of
Page 846:
GLOSSARY 411cash bank: a specific a
Page 850:
GLOSSARY 413demographic data: size,
Page 854:
GLOSSARY 415food and beverage direc
Page 858:
GLOSSARY 417ink-jet: a printer that
Page 862:
GLOSSARY 419motivation: investigati
Page 866:
GLOSSARY 421predicted house count:
Page 870:
GLOSSARY 423service strategy statem
Page 874:
IndexAAccess time, 101Accounting, 1
Page 878:
INDEX 427Coughlin, Paula, 387CPS (c
Page 882:
INDEX 429Henderson, Ernest, 4Herzbe
Page 886:
INDEX 431service incentives, 309-31
Page 890:
INDEX 433SSafety, employee, 401-404
show all

Hotel Front Office Management, 3rd Edition

Create successful ePaper yourself

Delete template?

Save as template?