Hotel Front Office Management, 3rd Edition

428 INDEXExpress checkout, 50Extended-stay hotels, 13, 18, 28FFairfield Inns, 4FAM (familiarization) tours, 253Family rates, 198Family size, market growth and, 23FelCor Lodging Trust, 9Fire alarms, 118, 391, 395Fire code, 390Fire exits, 391Fire safety, 390–397Flash report, daily, 264, 281, 284Float, 246, 248Floor inspector, 45Floor limit, 114Flow analysis processes, 99Flowchart, 315Folios, guestclosing, 250in ledgers, 223–225posting charges to, 75–76, 113,223, 226–230retrieval/review, 241Food and beverage department, 35,38computer applications, 102, 117interdepartmental communicationsof, 75–76responsibilities of director, 44–45,55Food and beverage salesnight audit, 267, 271, 276–277point-of-sale promotion and, 364,366, 373yield management and, 174, 175Foot patrol, 386Forecasts, room sales, 75, 136–137,157–158, 171, 176Foreign guests. See InternationalguestsFour Seasons Hotels, 309, 314Franchise corporations, 19Franchisee, in reservation system,131Francis, Connie, 381Front desk, layout of, 94–97Front desk clerk, responsibilities of,50, 51, 53Frontline employees, 322Front officecommunications role of, 1–2, 60,71–72functions of, 1–2in limited-service hotel, 53, 54organization of, 50–53, 54point-of-sale. See Sales, front officerole inscheduling, 61, 63See also Check-in; Checkout; Registration;ReservationsFront office manager, 34, 35, 38budgetary role of, 55, 56, 61job analysis, 55–57job description, 57, 58responsibilities of, 40, 48, 54–55,58supervisory role of, 57–61Full house, 50Full-service hotels, 18Function sheets, 60, 119GGarage. See Parking garageGehret, Doug, 173Gellad, Charles, 13General ledger, 49General managerorganization chart and, 34ports of entry, 26–27responsibilities of, 41–44, 49, 51Gift shop manager, 38Gift shop salesnight audit, 272, 278promotion of, 365Gigabyte, 101Global distribution system (GDS),176Goforth, Greg, 18Group planner, 133Group rates, 198Group registration, 206, 207Group travelers, reservation marketingto, 133–135Guaranteed reservations, 139, 144Guestscomplaints, 60, 307, 312corporate. See Corporate guestsexpectations, 311–313feedback from, 239–240, 312, 324–325fire safety and, 390, 395first impressions of, 94–95, 182–183flow of, 99frequency of visits, 254, 255groups, 35, 133–135histories, 73, 119, 250, 251–256international. See Internationalguestsmessages, 150, 153moments of truth, 319–320, 324occupancy categories, 139–140,144pleasure travelers, 135price constraints of, 193requestsfor amenities, 74, 75, 191for repairs, 78room, 147–148, 149, 190–193special needs, 192safety, 95, 97turnaway business, 171, 172,174VIP status, 148, 152, 173walk-in, 139–140, 208See also Charges and payments;Check-in; Checkout; Registration;ReservationsGuest test, 372HHalf-day rate, 199Halpine, Kelly, 319Hampton Inns, 4, 12Handicapped employees, 352–354Handicapped guests, 192Hard-key system, 202–203, 240–241, 388, 389–390Hardware, computerinstallation of, 105selection of, 101, 103–104Heale, James, 78TLFeBOOK