Hotel Front Office Management, 3rd Edition

426 INDEXBus association network, 333–334Bush, Melina, 135Business affiliations, 19–21Business services and communicationscenter, 41Business travel, market growth and,23CCadotte, Ernest, 311Call accounting, 51–52, 113Canada Awards for Excellence Trophy,327Canadian guests, exchange rate for,247–248Canadian Hotel and Restaurant, 360Cancellation code, 146Cancellations, 145–146Career developmenteducational experience in, 24–25in growth areas, 27–28human resources role in, 47international opportunities for, 27within organization, 34ports of entry, 26–27, 77professional memberships and, 26questions at career fair, 28work experience in, 25–26Carlson Hospitality Worldwide, 130Carpal tunnel syndrome, 104–105Cash flow statement, 49Cashier, responsibilities of, 50–51Cashier’s report, 267, 274, 280–281Cash payments, 114, 244–245, 265Cash sales, 279Certified Hotel Administrator(CHA), 25Certified Rooms Division Executive(CRDE), 25Chain affiliations, 19Charges and payments, 221–235back office accounts, 230, 232bookkeeping procedures, 221–223exchange rate and, 247–248for food and beverage, 75–76, 112forms, 223for guaranteed reservation, 145late charges, 238methods of payment, 189, 242–247bill-to-account, 51, 189, 243–244cash, 114, 244–245, 265debit cards, 246emergency services and, 246–247personal checks, 145, 245traveler’s checks, 245See also Credit-card paymentnight audit, 265posting, 112–113, 226–230review of, 241standard operating procedures,232for telephone calls, 51–52, 113,230transfer to accounts receivable,250–251unauthorized, 250Check-indelays, 82–83, 116, 182–183, 193payment in advance, 114request for, 185self-check-in process, 111, 211,213, 214training process, 344–345See also RegistrationCheckout, 237–259computerized, 114documentation filing system, 249express, 50folio review, 114, 241guest feedback at, 239–240, 325in-room, 114, 241–242interdepartmental communicationson departures, 249–250key retrieval, 240–241late, 81–83late charges at, 238payment at, 242–248emergency services and, 246–247exchange rate and, 247–248methods of, 114, 242–246transfer to back office, 250–251reports, 251sales of additional reservations at,114, 248–249scheduled, 189–190step-by-step procedure, 239, 343training process, 344Checks, payment with, 145, 245Chef, executive, 75Choice Hotels International, 129City ledger, 60, 114, 223–225, 230,232, 268Colbert, Judy, 215Collective bargaining unit, 47Comment cards, 239–240, 312, 325Commercial cards, 187Commercial hotels, 14–15Commercial rates, 198Communicationsfor business travelers, 23e-mail, 120emergency procedures, 397–401fire safety procedures, 393, 394,395–397front office role in, 1, 60, 71–72with international guests, 46, 215See also Interdepartmental communicationsCommunications hierarchy, 397Company-owned property, 20Complimentary rate (comp), 199Computer supplies, 103Computer system. See Property managementsystem (PMS)Computer training, 25, 105–106Concierge, 52–53Conference call, 23Confirmed reservations, 139, 144Continental breakfast, 45Controller, 34, 35, 38, 56interdepartmental communicationsof, 77, 78responsibilities of, 40, 41, 48–49,55Convention guests, 35, 133Corporate clientsguest histories, 253–254, 255reservations methods, 132–133room rates, 35, 198Corporate rates, 198Corprew, Kevin, 96TLFeBOOK