Hotel Front Office Management, 3rd Edition

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PROCESS OF COMPLETING RESERVATIONS THROUGH A PMS 151Figure 5-9. The arrival report screen lists incoming guests with reservations.RESERVATIONS INCOMING 02 15NAME ROOM RATE DEPABERNATHY, R. 400 75 0216BROWNING, J. 201 75 0217CANTER, D. 104 65 0216COSMOE, G. 105 65 0219DEXTER, A. 125 70 0217DRAINING, L. 405 95 0216GENTRY, A. 202 70 0216KENT, R. 409 70 0218MURRY, C. 338 80 0218PLENTER, S. 339 80 0217SMITH, F. 301 75 0218SMITH, S. 103 65 0216WHITE, G. 115 75 0216Figure 5-10. The departures screen lists names of guests and groups for a particular day.DEPARTURES 03 09ROOM NAME COMMENTS207 SMITH, V. GREATER COMPANY208 ANAHOE, L. GREATER COMPANY209211 LISTER, B. MERCY HOSPITAL215233 CRAMER, N. KRATER INSURANCE CO.235301 SAMSON, N. MERCY HOSPITAL304319 DONTON, M. JOHNSON TOURS321 JOHNSON TOURS322 ZIGLER, R. JOHNSON TOURS323 JOHNSON TOURS324 ASTON, M. JOHNSON TOURS325 BAKER, K. JOHNSON TOURS326 BAKER, P. JOHNSON TOURSTLFeBOOK
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HOTEL FRONT OFFICE MANAGEMENTTHIRD
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To LindaYour love and encouragement
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xPREFACEof terms has been included,
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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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Table 2-1. (Continued)Step 3. Calcu
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Table 2-1. (Continued)Step 4. Summa
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TLFeBOOK
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FRONT OFFICE INTERACTION WITH OTHER
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76 CHAPTER 3: EFFECTIVE INTERDEPART
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TLFeBOOK
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94 CHAPTER 4: PROPERTY MANAGEMENT S
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100 CHAPTER 4: PROPERTY MANAGEMENT
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Page 280: 128 CHAPTER 5: RESERVATIONSFigure 5
Page 284: 130 CHAPTER 5: RESERVATIONSbrands.
Page 288: 132 CHAPTER 5: RESERVATIONSthe cost
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Page 296: 136 CHAPTER 5: RESERVATIONSdetail i
Page 304: 140 CHAPTER 5: RESERVATIONShigher i
Page 308: 142 CHAPTER 5: RESERVATIONSFRONTLIN
Page 312: 144 CHAPTER 5: RESERVATIONSTypes of
Page 316: 146 CHAPTER 5: RESERVATIONStems, ba
Page 324: 150 CHAPTER 5: RESERVATIONSBLOCKING
Page 330: PROCESS OF COMPLETING RESERVATIONS
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
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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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