Hotel Front Office Management, 3rd Edition

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212 CHAPTER 7: GUEST REGISTRATIONFigure 7-15. Registered guests can be listed alphabetically with a PMS.REGISTERED GUESTS 0215ROOM NAME ADDRESSDATEINDATEOUT RATENO.GUESTS205 ARRISON, T. RD 1 OLANA, AZ 00000 0215 0216 75 2312 CRUCCI, N. 414 HANOVER ST., 0205 0217 70 1CANTON, OH 00000313 DANTOZ, M. 102 N FRONT ST., 0213 0216 70 1LANGLY, MD 00000315 FRANTNZ, B. 21 S BROADWAY,0211 0216 75 2NY, NY 00000402 HABBEL, B. BOX 56, LITTLEROCK, 0215 0217 75 2MN 00000403 IQENTEZ, G. HOBART, NY 00000 0213 0216 70 1409 JANNSEN, P. 87 ORCHARD LA., 0215 0222 90 1GREATIN, NY 00000410 ROSCO, R. 98 BREWER RD.,0213 0221 70 1THOMPSON, DE 00000411 SMITH, V. 21 ROSE AVE.,0215 0218 70 1BILLINGS, TN 00000501 ZUKERMEN, A. 345 S HARRY BLVD.,JOHNSTOWN, CA 000000215 0219 85 2Figure 7-16. An alphabetical listing of guests who will arrive can be prepared by a PMS.ARRIVALS—INDIVIDUAL GUESTS 0918NAME RESV DATE IN DATE OUT CONF NO.BLAKELY, K. GUAR 0918 0920 09180920JCB75K9334LBROWN, J. CONF 0918 0919 09180919JCB75K9211LCASTOR, V. GUAR 0918 0922 09180922V75K8456LCONRAD, M. GUAR 0918 0921 09180921MC75K8475LDRENNEL, A. GUAR 0918 0921 09180921V80K8412LFESTER, P. CONF 0918 0925 09180925JCB75K8399LHRASTE, B. GUAR 0918 0919 09180919JCB75K8401LLOTTER, M. GUAR 0918 0922 09180922V80K8455LTLFeBOOK
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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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FRONT OFFICE INTERACTION WITH OTHER
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76 CHAPTER 3: EFFECTIVE INTERDEPART
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94 CHAPTER 4: PROPERTY MANAGEMENT S
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100 CHAPTER 4: PROPERTY MANAGEMENT
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128 CHAPTER 5: RESERVATIONSFigure 5
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130 CHAPTER 5: RESERVATIONSbrands.
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132 CHAPTER 5: RESERVATIONSthe cost
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134 CHAPTER 5: RESERVATIONSand conv
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136 CHAPTER 5: RESERVATIONSdetail i
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140 CHAPTER 5: RESERVATIONShigher i
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142 CHAPTER 5: RESERVATIONSFRONTLIN
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144 CHAPTER 5: RESERVATIONSTypes of
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146 CHAPTER 5: RESERVATIONStems, ba
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150 CHAPTER 5: RESERVATIONSBLOCKING
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154 CHAPTER 5: RESERVATIONSHousekee
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156 CHAPTER 5: RESERVATIONS5. Discu
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158 CHAPTER 5: RESERVATIONSMay 7:De
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162 CHAPTER 6: YIELD MANAGEMENTFigu
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164 CHAPTER 6: YIELD MANAGEMENTThe
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166 CHAPTER 6: YIELD MANAGEMENTSo h
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168 CHAPTER 6: YIELD MANAGEMENT•
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170 CHAPTER 6: YIELD MANAGEMENTOpti
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172 CHAPTER 6: YIELD MANAGEMENTFigu
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174 CHAPTER 6: YIELD MANAGEMENTMana
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176 CHAPTER 6: YIELD MANAGEMENTHOSP
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178 CHAPTER 6: YIELD MANAGEMENT8. D
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180 CHAPTER 6: YIELD MANAGEMENT8. I
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182 CHAPTER 7: GUEST REGISTRATIONof
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184 CHAPTER 7: GUEST REGISTRATIONer
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Page 450: REGISTRATION WITH A PMS 213Figure 7
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
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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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