Hotel Front Office Management, 3rd Edition

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378 CHAPTER 13: PROMOTING IN-HOUSE SALES7. Elton Mayo, The Human Problems of an Industrial Civilization (New York: Viking, 1960).8. Frederick Herzberg, B. Mausner, and B. B. Snyderman, The Motivation to Work, 2d ed. (NewYork: Wiley, 1967), 113–114.9. Frederick Herzberg, personal communication with the author.Key Wordsguest testincentive programmotivationplantpoint-of-sale front officeupsellTLFeBOOK
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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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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
Page 802: ROOM KEY SECURITY 389tofino Bay Hot
Page 806: FIRE SAFETY 391Table 14-1. Maintena
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Page 814: FIRE SAFETY 395Local fire departmen
Page 818: EMERGENCY COMMUNICATION 397Years la
Page 822: EMERGENCY COMMUNICATION 399Director
Page 826: 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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