Hotel Front Office Management, 3rd Edition

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10 CHAPTER 1: INTRODUCTION TO HOTEL MANAGEMENTFigure 1-2. Hotel industry overview.I. Types of hotel propertiesa. Hotelsb. Motelsc. All-suitesd. Limited-service hotelse. Extended-stay hotelsII. Market orientation/locationa. Residentiali. Center-city1. Hotels2. All-suites3. Limited-service4. Extended-stayii. Suburban1. All-suites2. Limited-service3. Extended-stayb. Commerciali. Center-city1. Hotels2. All-suites3. Limited-service4. Extended-stayii. Suburban1. Hotels2. Motels3. All-suites4. Limited-service5. Extended-stayHotels are found in center-city, suburban, and airport locations. Guest stays can be overnightor long-term, as much as several weeks in length. These properties sometimes specializein catering to particular interests, such as conventions or gambling. Casino hotelsusually take a secondary role to the casino operation, where the emphasis is on profitablegaming operations.MotelsMotels offer guests a limited range of services, which may include reservations, vendingmachines, swimming pools, and cable television. The size of these properties averagesfrom 10 to 50 units. Motels are usually in suburban highway and airport locations. GuestsTLFeBOOK
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Page 6: HOTEL FRONT OFFICE MANAGEMENTTHIRD
Page 10: To LindaYour love and encouragement
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Page 20: xPREFACEof terms has been included,
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Page 30: FOUNDERS OF THE HOTEL INDUSTRY 3pro
Page 34: HISTORICAL DEVELOPMENTS 5Historical
Page 38: HISTORICAL DEVELOPMENTS 7Marketing
Page 42: TYPES OF LODGING FACILITIES 9The de
Page 48: 12 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 90: C H A P T E R 2Hotel Organization a
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ORGANIZATION CHARTS 35Flexibility i
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TLFeBOOKFigure 2-1. The organizatio
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ORGANIZATION CHARTS 39Figure 2-2. N
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TYPICAL JOB RESPONSIBILITIES OF DEP
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ORGANIZATION OF THE FRONT OFFICE DE
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ORGANIZATION OF THE FRONT OFFICE DE
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FUNCTION OF THE FRONT OFFICE MANAGE
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CHAPTER RECAP 61vital area to manag
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END OF CHAPTER QUESTIONS 638. Why s
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Table 2-1. Front Office Scheduling
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Table 2-1. (Continued)10/5 10/6 10/
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KEY WORDS 69convention guestscorpor
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C H A P T E R 3Effective Interdepar
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FRONT OFFICE INTERACTION WITH OTHER
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ANALYZING THE LINES OF COMMUNICATIO
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ANALYZING THE LINES OF COMMUNICATIO
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THE ROLE OF TOTAL QUALITY MANAGEMEN
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END OF CHAPTER QUESTIONS 87results
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END OF CHAPTER QUESTIONS 89The serv
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KEY WORDS 91happen. Recently I ran
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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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