Hotel Front Office Management, 3rd Edition

More documents

Recommendations

Info

THE NIGHT AUDIT PROCESS 267Figure 10-3. The cashier’s report maintains a control on cashier activity. (Courtesy ofLincoln Plaza Hotel & Conference Center, Reading, Pennsylvania.)Cashier ReportDepartmentFront DeskCash ReceivedWrite OffTravel Agent CommissionChecksEmployee Discount FeeCredit Card ReceivedMasterCardVisaDiners ClubJCBHotel Gift CertificateRestaurantCash ReceivedCredit Card ReceivedVisaMasterCardDiners ClubJCBGift Certificate RedeemedLoungeRoom ServiceDiscountsWelcome Discount CouponBanquetsCash ReceivedCredit Card ReceivedVisaMasterCardDiners ClubJCBAllowancestotalDeposit SummaryCash/Foreign CurrencyOther Payment MethodsDeposits SubtotalA/R TotalPaid OutTotal DepositActual DepositOver/ShortAmountTLFeBOOK
Page 1:
TLFeBOOK
Page 6:
HOTEL FRONT OFFICE MANAGEMENTTHIRD
Page 10:
To LindaYour love and encouragement
Page 16:
TLFeBOOK
Page 20:
xPREFACEof terms has been included,
Page 24:
TLFeBOOK
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 46:
TYPES OF LODGING FACILITIES 11iii.
Page 50:
TYPES OF LODGING FACILITIES 13long-
Page 54:
SALES INDICATORS 15Services include
Page 58:
LEVELS OF SERVICE 17ATLANTA—(BUSI
Page 64:
20 CHAPTER 1: INTRODUCTION TO HOTEL
Page 68:
Page 72:
Page 76:
Page 82:
END OF CHAPTER QUESTIONS 29overview
Page 86:
KEY WORDS 31Notes1. Madelin Schneid
Page 92:
34 CHAPTER 2: HOTEL ORGANIZATION AN
Page 96:
TLFeBOOK
Page 100:
Page 104:
Page 108:
Page 112:
Page 116:
Page 120:
Page 124:
Page 128:
Page 132:
Page 136:
Page 140:
Page 144:
Page 148:
Page 152:
Page 156:
Table 2-1. (Continued)Step 3. Calcu
Page 160:
Table 2-1. (Continued)Step 4. Summa
Page 164:
TLFeBOOK
Page 170:
FRONT OFFICE INTERACTION WITH OTHER
Page 176:
76 CHAPTER 3: EFFECTIVE INTERDEPART
Page 180:
Page 184:
Page 188:
Page 192:
Page 196:
Page 200:
Page 204:
Page 208:
TLFeBOOK
Page 212:
94 CHAPTER 4: PROPERTY MANAGEMENT S
Page 216:
Page 220:
Page 224:
100 CHAPTER 4: PROPERTY MANAGEMENT
Page 228:
Page 232:
Page 236:
Page 240:
Page 244:
Page 248:
Page 252:
Page 256:
Page 260:
Page 264:
Page 268:
Page 272:
Page 276:
TLFeBOOK
Page 280:
128 CHAPTER 5: RESERVATIONSFigure 5
Page 284:
130 CHAPTER 5: RESERVATIONSbrands.
Page 288:
132 CHAPTER 5: RESERVATIONSthe cost
Page 292:
134 CHAPTER 5: RESERVATIONSand conv
Page 296:
136 CHAPTER 5: RESERVATIONSdetail i
Page 300:
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 320:
Page 324:
150 CHAPTER 5: RESERVATIONSBLOCKING
Page 328:
Page 332:
154 CHAPTER 5: RESERVATIONSHousekee
Page 336:
156 CHAPTER 5: RESERVATIONS5. Discu
Page 340:
158 CHAPTER 5: RESERVATIONSMay 7:De
Page 344:
TLFeBOOK
Page 348:
162 CHAPTER 6: YIELD MANAGEMENTFigu
Page 352:
164 CHAPTER 6: YIELD MANAGEMENTThe
Page 356:
166 CHAPTER 6: YIELD MANAGEMENTSo h
Page 360:
168 CHAPTER 6: YIELD MANAGEMENT•
Page 364:
170 CHAPTER 6: YIELD MANAGEMENTOpti
Page 368:
172 CHAPTER 6: YIELD MANAGEMENTFigu
Page 372:
174 CHAPTER 6: YIELD MANAGEMENTMana
Page 376:
176 CHAPTER 6: YIELD MANAGEMENTHOSP
Page 380:
178 CHAPTER 6: YIELD MANAGEMENT8. D
Page 384:
180 CHAPTER 6: YIELD MANAGEMENT8. I
Page 388:
182 CHAPTER 7: GUEST REGISTRATIONof
Page 392:
184 CHAPTER 7: GUEST REGISTRATIONer
Page 396:
186 CHAPTER 7: GUEST REGISTRATIONFi
Page 400:
188 CHAPTER 7: GUEST REGISTRATIONIN
Page 404:
190 CHAPTER 7: GUEST REGISTRATION12
Page 408:
Page 412:
194 CHAPTER 7: GUEST REGISTRATIONRE
Page 416:
196 CHAPTER 7: GUEST REGISTRATIONop
Page 420:
198 CHAPTER 7: GUEST REGISTRATIONPr
Page 424:
200 CHAPTER 7: GUEST REGISTRATIONsa
Page 428:
202 CHAPTER 7: GUEST REGISTRATIONFR
Page 432:
Page 436:
Page 440:
Page 444:
Page 448:
Page 452:
Figure 7-19. This screen on a PMS p
Page 456:
216 CHAPTER 7: GUEST REGISTRATIONCh
Page 460:
218 CHAPTER 7: GUEST REGISTRATIONSo
Page 464:
TLFeBOOK
Page 468:
222 CHAPTER 8: PROCESSING GUEST CHA
Page 472:
Page 476:
Page 480:
Page 484:
Page 488:
Page 492:
Page 496:
TLFeBOOK
Page 500:
238 CHAPTER 9: GUEST CHECKOUTThe us
Page 504:
240 CHAPTER 9: GUEST CHECKOUTFigure
Page 508: 242 CHAPTER 9: GUEST CHECKOUTFigure
Page 512: 244 CHAPTER 9: GUEST CHECKOUTagency
Page 516: 246 CHAPTER 9: GUEST CHECKOUTDebit
Page 520: 248 CHAPTER 9: GUEST CHECKOUTFRONTL
Page 524: 250 CHAPTER 9: GUEST CHECKOUTelectr
Page 536: 256 CHAPTER 9: GUEST CHECKOUTnel. I
Page 540: 258 CHAPTER 9: GUEST CHECKOUTCASE S
Page 544: TLFeBOOK
Page 548: 262 CHAPTER 10: NIGHT AUDITFigure 1
Page 552: 264 CHAPTER 10: NIGHT AUDITHOSPITAL
Page 556: 266 CHAPTER 10: NIGHT AUDITFigure 1
Page 562: PREPARING THE NIGHT AUDIT REPORT 26
Page 590: CHAPTER RECAP 283Figure 10-7. These
Page 594: END OF CHAPTER QUESTIONS 285guest c
Page 598: END OF CHAPTER QUESTIONS 287Departm
Page 602: END OF CHAPTER QUESTIONS 289Figure
Page 606: END OF CHAPTER QUESTIONS 291Figure
Page 610:
END OF CHAPTER QUESTIONS 293Departm
Page 614:
END OF CHAPTER QUESTIONS 295Figure
Page 618:
Page 622:
END OF CHAPTER QUESTIONS 299Departm
Page 626:
Page 630:
Page 634:
C H A P T E R 1 1Managing Hospitali
Page 638:
IMPORTANCE OF HOSPITALITY 307and se
Page 642:
MANAGING THE DELIVERY OF HOSPITALIT
Page 646:
Page 650:
Page 654:
DEVELOPING A SERVICE MANAGEMENT PRO
Page 658:
Page 662:
Page 666:
Page 670:
Page 674:
Page 678:
Page 682:
END OF CHAPTER QUESTIONS 3292. How
Page 686:
KEY WORDS 3314. Young, “Four Seas
Page 690:
C H A P T E R 1 2Training for Hospi
Page 694:
SCREENING FOR HOSPITALITY QUALITIES
Page 698:
DEVELOPING AN ORIENTATION PROGRAM 3
Page 702:
DEVELOPING AN ORIENTATION PROGRAM 3
Page 706:
DEVELOPING A TRAINING PROGRAM 341Fi
Page 710:
DEVELOPING A TRAINING PROGRAM 343Pr
Page 714:
STEPS IN THE TRAINING PROCESS 345ac
Page 718:
STEPS IN THE TRAINING PROCESS 347vi
Page 722:
ADMINISTERING A TRAINING PROGRAM 34
Page 726:
TRAINING FOR EMPOWERMENT 351positiv
Page 730:
AMERICANS WITH DISABILITIES ACT 353
Page 734:
CHAPTER RECAP 355Solution to Openin
Page 738:
END OF CHAPTER QUESTIONS 357tion of
Page 742:
C H A P T E R 1 3Promoting In-House
Page 746:
THE ROLE OF THE FRONT OFFICE IN MAR
Page 750:
PLANNING A POINT-OF-SALE FRONT OFFI
Page 754:
Page 758:
THEORIES OF MOTIVATION 367Theories
Page 762:
TRAINING PROGRAMS FOR A POINT-OF-SA
Page 766:
FEEDBACK 371FRONTLINE REALITIESfew
Page 770:
Page 774:
CHAPTER RECAP 375Related cost of go
Page 778:
NOTES 377CASE STUDY 1301The message
Page 782:
C H A P T E R 1 4SecurityOPENINGDIL
Page 786:
IMPORTANCE OF A SECURITY DEPARTMENT
Page 790:
JOB ANALYSIS OF THE DIRECTOR OF SEC
Page 794:
IN-HOUSE SECURITY DEPARTMENTS VERSU
Page 798:
ROOM KEY SECURITY 387Figure 14-2. T
Page 802:
ROOM KEY SECURITY 389tofino Bay Hot
Page 806:
FIRE SAFETY 391Table 14-1. Maintena
Page 810:
FIRE SAFETY 393Figure 14-3. Well-ma
Page 814:
FIRE SAFETY 395Local fire departmen
Page 818:
EMERGENCY COMMUNICATION 397Years la
Page 822:
EMERGENCY COMMUNICATION 399Director
Page 826:
EMPLOYEE SAFETY PROGRAMS 401HOSPITA
Page 830:
Figure 14-7. Minutes from a safety
Page 834:
END OF CHAPTER QUESTIONS 405• How
Page 838:
NOTES 407He thanked her for her con
Page 842:
Glossaryaccess time: the amount of
Page 846:
GLOSSARY 411cash bank: a specific a
Page 850:
GLOSSARY 413demographic data: size,
Page 854:
GLOSSARY 415food and beverage direc
Page 858:
GLOSSARY 417ink-jet: a printer that
Page 862:
GLOSSARY 419motivation: investigati
Page 866:
GLOSSARY 421predicted house count:
Page 870:
GLOSSARY 423service strategy statem
Page 874:
IndexAAccess time, 101Accounting, 1
Page 878:
INDEX 427Coughlin, Paula, 387CPS (c
Page 882:
INDEX 429Henderson, Ernest, 4Herzbe
Page 886:
INDEX 431service incentives, 309-31
Page 890:
INDEX 433SSafety, employee, 401-404
show all

Hotel Front Office Management, 3rd Edition

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?