Hotel Front Office Management, 3rd Edition

INDEX 427Coughlin, Paula, 387CPS (characters per second), 103Creditbalance, 268bill-to-account, 51, 189extension of, 186–189floor limit of, 114house limit of, 114, 243information, 184prior-approval, 50–51, 187–188,247Credit-card paymentin accounts receivable, 250–251,268–269, 279advantages of, 242exchange rate and, 247–248fraudulent, 243processing of, 188, 242–243proof of identification, 188–189self check-in and, 111, 211, 213,214types of cards, 187–188Credits and debits, 222–223, 230Crime Prevention through EnvironmentalDesign (CPTED), 380–381Criscillis, Chuck, 17Crisis management, 385Cross-training, 77, 350Cumulative total feature, 275Currency exchange, 247–248Current guests, additional bookingsfrom, 109–110, 135–136Cursor, 104Customers. See GuestsCycle of service, 316–319, 322–323DDaily announcement board, 76Daily blocking, 146Daily flash report, 264, 281, 284Daily function sheets, 60Database interfaces, 153–154Data sorts, 211Davidson, James T., 396Days Inns, 388Debit balance, 114Debit-card payments, 187, 246Debits and credits, 222–223, 230DeCaire, Michael, 77Delta Hotels, 327–328Deming, W. Edwards, 84, 315Demographic data, 21Departmental accounts, 261Departmental sales report, 265, 266,274Department heads, 38, 39–40responsibilities of, 41–50See also specific departmentsDesk clerk, responsibilities of, 50,51, 53Direct-mail letters, 119Disabled employees, 352–354Disabled guests, 192Discretionary income, market growthand, 22, 23Disk drive, 101Distance learning, 25, 348Documentation, 343Dot-matrix printer, 103Double occupancy percentage, 163Draft-style printer, 103EEcotourists, 24Educationcareer development and, 24–25See also TrainingEducational rates, 198Eldorado Hotel, Santa Fe, 176Electronic key system, 203–204, 210,211, 388–389Elevator operator, 52Ellis, Ray, 388E-mail, 120Embassy Suite Hotels, 18Embassy Suites Outdoor World,Dallas/Ft. Worth, 397–398Emergency communication manager,398–399, 401Emergency communication plan, 8,397–401Employeesdisabled, 352–354empowerment of, 60–61, 322–324files, 119–120front office staff, 50–53, 54handbook, 338hiringcharacter traits and, 321–322,335–336disabled applicants, 353human resource departmentand, 46–47, 79–80international opportunities, 27hospitality qualities of, 321–322,333–336international guests and, 46, 215job descriptions, 47, 334job satisfaction, 310, 368moonlighters, 57–58motivationdefined, 365sales incentives, 201, 202, 365–366service incentives, 309–310, 320–321supervision and, 57–59theories of, 365, 366, 367–369payroll, 61, 64–66personality clashes among, 59safety of, 401–404scheduling, 59–60, 61in service management planning,315–317time clock, 120tipping, 271, 276total quality management (TQM)and, 84–87trainers, 350–351See also Career development;TrainingEmpowerment, employee, 60–61,322–323, 351–352Engineering department. See MaintenancedepartmentEntrance design, security and, 381Ergonomics, 104–105Escort service, 386Euro, 247European Community, currency of,247European plan, 199Exchange rate, international, 247–248TLFeBOOK