Hotel Front Office Management, 3rd Edition

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KEY WORDS 259• Correction to a Posting• Transfer of a Posting• Check-out• Cashier End-of-Shift Reporting• Chapter 4 ExercisesNote1. “[U.S.] Commerce Department Predicts Record-Setting Travel to U.S. This Year” (June 13,2001), http://tinet.ita.doc.gov/tinews/archive.Key Wordsbill-to-accountdebit cardseuroFAM (familiarization) toursfloatguest historieshouse limitin-room guest checkoutlate chargesmoney wiretraveler’s checkszip or postal codeTLFeBOOK
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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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186 CHAPTER 7: GUEST REGISTRATIONFi
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188 CHAPTER 7: GUEST REGISTRATIONIN
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190 CHAPTER 7: GUEST REGISTRATION12
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194 CHAPTER 7: GUEST REGISTRATIONRE
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196 CHAPTER 7: GUEST REGISTRATIONop
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198 CHAPTER 7: GUEST REGISTRATIONPr
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200 CHAPTER 7: GUEST REGISTRATIONsa
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202 CHAPTER 7: GUEST REGISTRATIONFR
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Figure 7-19. This screen on a PMS p
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216 CHAPTER 7: GUEST REGISTRATIONCh
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218 CHAPTER 7: GUEST REGISTRATIONSo
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222 CHAPTER 8: PROCESSING GUEST CHA
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Page 500: 238 CHAPTER 9: GUEST CHECKOUTThe us
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Page 512: 244 CHAPTER 9: GUEST CHECKOUTagency
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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 590: 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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