Hotel Front Office Management, 3rd Edition

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KEY WORDS 69convention guestscorporate guestsdaily function sheetdesk clerkdirector of marketing and salesdirector of securityelevator operatorexecutive housekeeperexpress checkoutfloor inspectorfood and beverage directorfront office managerfull housegeneral ledgergeneral managerhuman resources managerin-house laundryjob analysisjob descriptionkey clerkmaintenance managermessage bookmoonlighternight auditnight auditoron-the-job trainingoperational reportsorganization chartparking garage managerpercent occupancypercent yieldplant engineerprior approved creditprofit-and-loss statementproperty management system (PMS)rack raterecreation directorreferral reservation servicereservations managerroom attendantsroom blockingtelephone operatortotal quality management (TQM)traffic managersworking supervisorsTLFeBOOK
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TLFeBOOK
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HOTEL FRONT OFFICE MANAGEMENTTHIRD
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To LindaYour love and encouragement
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TLFeBOOK
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xPREFACEof terms has been included,
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TLFeBOOK
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FOUNDERS OF THE HOTEL INDUSTRY 3pro
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HISTORICAL DEVELOPMENTS 5Historical
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HISTORICAL DEVELOPMENTS 7Marketing
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TYPES OF LODGING FACILITIES 9The de
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TYPES OF LODGING FACILITIES 11iii.
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TYPES OF LODGING FACILITIES 13long-
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SALES INDICATORS 15Services include
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LEVELS OF SERVICE 17ATLANTA—(BUSI
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20 CHAPTER 1: INTRODUCTION TO HOTEL
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END OF CHAPTER QUESTIONS 29overview
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KEY WORDS 31Notes1. Madelin Schneid
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34 CHAPTER 2: HOTEL ORGANIZATION AN
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TLFeBOOK
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Page 112: 44 CHAPTER 2: HOTEL ORGANIZATION AN
Page 156: Table 2-1. (Continued)Step 3. Calcu
Page 160: Table 2-1. (Continued)Step 4. Summa
Page 166: C H A P T E R 3Effective Interdepar
Page 174: FRONT OFFICE INTERACTION WITH OTHER
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
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PHYSICAL STRUCTURE AND POSITIONING
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SELECTING A PROPERTY MANAGEMENT SYS
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PROCEDURE FOR PERFORMING A NEEDS AN
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OTHER PMS SELECTION CONSIDERATIONS
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FINANCIAL CONSIDERATIONS 107by comp
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PMS APPLICATIONS 109Figure 4-6. Mai
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PMS APPLICATIONS 111Figure 4-9. Reg
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PMS APPLICATIONS 113or gift shop. S
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PMS APPLICATIONS 115Figure 4-14. Ni
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PMS APPLICATIONS 117Figure 4-17. Ho
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PMS APPLICATIONS 119Figure 4-21. Ma
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CHAPTER RECAP 121Figure 4-24. Time
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SOFTWARE SIMULATION EXERCISE 12312.
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KEY WORDS 125draft-styleE-mailergon
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C H A P T E R 5ReservationsOPENINGD
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OVERVIEW OF THE RESERVATION SYSTEM
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TYPES OF RESERVATION SYSTEMS 131Dis
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SOURCES OF RESERVATIONS 133A toll-f
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SOURCES OF RESERVATIONS 135more rea
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OVERBOOKING (OCCUPANCY MANAGEMENT)
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OVERBOOKING (OCCUPANCY MANAGEMENT)
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YIELD MANAGEMENT 141unpleasant scen
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PROCESSING GUEST RESERVATIONS 143ha
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PROCESSING GUEST RESERVATIONS 145pe
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PROCESS OF COMPLETING RESERVATIONS
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END OF CHAPTER QUESTIONS 155HOSPITA
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END OF CHAPTER QUESTIONS 157CASE ST
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NOTES 159room forecastsstayoverstra
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C H A P T E R 6Yield ManagementOPEN
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OCCUPANCY PERCENTAGE 163Investors a
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USE OF YIELD MANAGEMENT 165at certa
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USE OF YIELD MANAGEMENT 167history
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COMPONENTS OF YIELD MANAGEMENT 169T
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COMPONENTS OF YIELD MANAGEMENT 171o
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COMPONENTS OF YIELD MANAGEMENT 173T
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SOLUTION TO OPENING DILEMMA 175Appl
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END OF CHAPTER QUESTIONS 177FRONTLI
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NOTES 179knows that occupancy perce
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C H A P T E R 7Guest RegistrationOP
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COMPONENTS OF THE REGISTRATION PROC
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REGISTRATION WITH A PMS 205Figure 7
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SOLUTION TO OPENING DILEMMA 215INTE
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END OF CHAPTER QUESTIONS 21711. Wha
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KEY WORDS 219electronic keyfax mach
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C H A P T E R 8Processing Guest Cha
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ACCOUNT LEDGERS 223Table 8-1. Effec
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ACCOUNT LEDGERS 225Table 8-2. Trans
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POSTING GUEST CHARGES AND PAYMENTS
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POSTING GUEST CHARGES AND PAYMENTS
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TRANSFERRING GUEST AND CITY LEDGERS
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END OF CHAPTER QUESTIONS 233Chapter
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KEY WORDS 235guest wanted an $8.95
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C H A P T E R 9Guest CheckoutOPENIN
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GUEST CHECKOUT PROCEDURE 239Guest C
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GUEST CHECKOUT PROCEDURE 241FRONTLI
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DETERMINING METHOD OF PAYMENT AND C
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DETERMINING METHOD OF PAYMENT AND C
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ASSISTING THE GUEST WITH METHOD OF
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RELAYING GUEST DEPARTURES TO OTHER
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GUEST HISTORIES 251operating proced
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GUEST HISTORIES 253Figure 9-6. Unde
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GUEST HISTORIES 255Figure 9-8. Corp
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END OF CHAPTER QUESTIONS 257End of
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KEY WORDS 259• Correction to a Po
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C H A P T E R 1 0Night AuditOPENING
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THE NIGHT AUDIT PROCESS 263of an ac
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THE NIGHT AUDIT PROCESS 265Assembli
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THE NIGHT AUDIT PROCESS 267Figure 1
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PREPARING THE NIGHT AUDIT REPORT 26
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CHAPTER RECAP 283Figure 10-7. These
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END OF CHAPTER QUESTIONS 285guest c
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END OF CHAPTER QUESTIONS 287Departm
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END OF CHAPTER QUESTIONS 289Figure
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C H A P T E R 1 1Managing Hospitali
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IMPORTANCE OF HOSPITALITY 307and se
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MANAGING THE DELIVERY OF HOSPITALIT
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DEVELOPING A SERVICE MANAGEMENT PRO
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END OF CHAPTER QUESTIONS 3292. How
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KEY WORDS 3314. Young, “Four Seas
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C H A P T E R 1 2Training for Hospi
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SCREENING FOR HOSPITALITY QUALITIES
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DEVELOPING AN ORIENTATION PROGRAM 3
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DEVELOPING AN ORIENTATION PROGRAM 3
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DEVELOPING A TRAINING PROGRAM 341Fi
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DEVELOPING A TRAINING PROGRAM 343Pr
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STEPS IN THE TRAINING PROCESS 345ac
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STEPS IN THE TRAINING PROCESS 347vi
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ADMINISTERING A TRAINING PROGRAM 34
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TRAINING FOR EMPOWERMENT 351positiv
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AMERICANS WITH DISABILITIES ACT 353
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CHAPTER RECAP 355Solution to Openin
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END OF CHAPTER QUESTIONS 357tion of
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C H A P T E R 1 3Promoting In-House
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THE ROLE OF THE FRONT OFFICE IN MAR
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PLANNING A POINT-OF-SALE FRONT OFFI
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THEORIES OF MOTIVATION 367Theories
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TRAINING PROGRAMS FOR A POINT-OF-SA
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FEEDBACK 371FRONTLINE REALITIESfew
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CHAPTER RECAP 375Related cost of go
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NOTES 377CASE STUDY 1301The message
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C H A P T E R 1 4SecurityOPENINGDIL
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IMPORTANCE OF A SECURITY DEPARTMENT
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JOB ANALYSIS OF THE DIRECTOR OF SEC
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IN-HOUSE SECURITY DEPARTMENTS VERSU
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ROOM KEY SECURITY 387Figure 14-2. T
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ROOM KEY SECURITY 389tofino Bay Hot
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FIRE SAFETY 391Table 14-1. Maintena
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FIRE SAFETY 393Figure 14-3. Well-ma
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FIRE SAFETY 395Local fire departmen
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EMERGENCY COMMUNICATION 397Years la
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EMERGENCY COMMUNICATION 399Director
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EMPLOYEE SAFETY PROGRAMS 401HOSPITA
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Figure 14-7. Minutes from a safety
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END OF CHAPTER QUESTIONS 405• How
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NOTES 407He thanked her for her con
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Glossaryaccess time: the amount of
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GLOSSARY 411cash bank: a specific a
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GLOSSARY 413demographic data: size,
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GLOSSARY 415food and beverage direc
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GLOSSARY 417ink-jet: a printer that
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GLOSSARY 419motivation: investigati
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GLOSSARY 421predicted house count:
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GLOSSARY 423service strategy statem
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IndexAAccess time, 101Accounting, 1
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INDEX 427Coughlin, Paula, 387CPS (c
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INDEX 429Henderson, Ernest, 4Herzbe
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INDEX 431service incentives, 309-31
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INDEX 433SSafety, employee, 401-404
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