Hotel Front Office Management, 3rd Edition

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284 CHAPTER 10: NIGHT AUDITFigure 10-8. The daily flash report is reviewed each morning by the general manager and various departmentmanagers to determine the financial success of the previous day and current status in achieving other financialgoals. (Information courtesy of Lincoln Plaza <strong>Hotel</strong> & Conference Center, Reading, Pennsylvania.)Daily Flash ReportRevenue TypesRoomTelephoneFood & BeverageSelected Departmental TotalsRestaurant BreakfastRestaurant LunchRestaurant DinnerLounge BeerLounge WineLounge LiquorBanquet FoodBanquet BeverageBanquet WineBanquet LiquorBanquet BeerOccupancy TotalsTotal RoomsOccupied RoomsSingle RoomsDouble/Plus RoomsComplimentary RoomsDay RoomsGroup RoomsTransient RoomsO-O-O RoomsOccupancy %Average Daily RateRevPARYieldArrivalsDeparturesStay Overs6 pm no showsGuar no showsWalk-insArrivals CanceledReservations TakenReservations CanceledDateDaily Totals Period to Date Year to DateTLFeBOOK
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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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238 CHAPTER 9: GUEST CHECKOUTThe us
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240 CHAPTER 9: GUEST CHECKOUTFigure
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244 CHAPTER 9: GUEST CHECKOUTagency
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246 CHAPTER 9: GUEST CHECKOUTDebit
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248 CHAPTER 9: GUEST CHECKOUTFRONTL
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250 CHAPTER 9: GUEST CHECKOUTelectr
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256 CHAPTER 9: GUEST CHECKOUTnel. I
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Page 548: 262 CHAPTER 10: NIGHT AUDITFigure 1
Page 552: 264 CHAPTER 10: NIGHT AUDITHOSPITAL
Page 560: 268 CHAPTER 10: NIGHT AUDITFRONTLIN
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Page 580: 278 CHAPTER 10: NIGHT AUDITrates fo
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Page 594: END OF CHAPTER QUESTIONS 285guest c
Page 598: END OF CHAPTER QUESTIONS 287Departm
Page 602: END OF CHAPTER QUESTIONS 289Figure
Page 634: C H A P T E R 1 1Managing Hospitali
Page 638: 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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Hotel Front Office Management, 3rd Edition

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