Hotel Front Office Management, 3rd Edition

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364 CHAPTER 13: PROMOTING IN-HOUSE SALESB. Rooms1. Upgrading of reservation during registration2. Promotional packages3. <strong>Office</strong> rentals4. Movie library rental5. Computer games for childrenC. Secretarial services1. Photocopies2. Dictation3. Typing4. Fax transmission5. Laptop computer rental6. In-room videocassette recorder rentalD. Personal services1. Baby-sitting2. Shopping3. Bell staff assistance with luggage and equipment4. Conciergea. Theater/music/art ticketsb. General tourist informationc. Tours of the aread. Airline reservationse. Emergency servicesf. Information on local transportationII. Food and beverage departmentA. Restaurants1. Special menu items of the day2. Signature menu items3. Special pricing combinations for diners4. Reservations5. Gift certificatesB. Room service1. Meals2. Early-bird breakfast service3. Party-service4. Snacks5. Beverages/alcoholC. Banquet serviceD. Lounge1. Specials of the day2. Special theme of the day3. Featured entertainer4. Promotional packageTLFeBOOK
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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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258 CHAPTER 9: GUEST CHECKOUTCASE S
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262 CHAPTER 10: NIGHT AUDITFigure 1
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264 CHAPTER 10: NIGHT AUDITHOSPITAL
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268 CHAPTER 10: NIGHT AUDITFRONTLIN
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274 CHAPTER 10: NIGHT AUDITformance
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276 CHAPTER 10: NIGHT AUDITTotal Re
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278 CHAPTER 10: NIGHT AUDITrates fo
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280 CHAPTER 10: NIGHT AUDITThe cont
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286 CHAPTER 10: NIGHT AUDITCASE STU
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288 CHAPTER 10: NIGHT AUDITMC $1,65
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294 CHAPTER 10: NIGHT AUDITCashier
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300 CHAPTER 10: NIGHT AUDITCashier
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304 CHAPTER 10: NIGHT AUDITSoftware
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306 CHAPTER 11: MANAGING HOSPITALIT
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334 CHAPTER 12: TRAINING FOR HOSPIT
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336 CHAPTER 12: TRAINING FOR HOSPIT
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Page 754: PLANNING A POINT-OF-SALE FRONT OFFI
Page 758: THEORIES OF MOTIVATION 367Theories
Page 762: TRAINING PROGRAMS FOR A POINT-OF-SA
Page 766: FEEDBACK 371FRONTLINE REALITIESfew
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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
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Page 798: 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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