Hotel Front Office Management, 3rd Edition

INDEX 431service incentives, 309–310, 320–321supervision and, 57–59, 367, 368theories of, 365, 367–369Multilingual staff, 215Murphy, Patrick M., 380Murphy bed, 191NNarula, Avinash, 360, 362–363Needsanalysis, 97–100, 121Maslow’s hierarchy of, 367, 368–369Night audit, 261–304computer applications, 102, 115,264–269accounts receivable, 268–269charges and payments, 265departmental totals, 265–268posting charges, 264controller and, 49defined, 261examples of, 289–291, 295–297,301–303front office manager and, 48, 55,56importance of, 262–263, 264preparation of report, 264, 269–282responsibilities of night auditor,51, 53, 263standard operating procedures in,232steps in, 263trial balance report, 264, 269, 270Norman, Thomas, 155No-show factors, 140No-show reservation, 137–139, 143OOccupancycategories of, 139–140, 144double, 163full house, 50management formula, 140–141marketing data on, 254–255no-show rate and, 137–139optimal, 170percentage, 15, 35, 161–163projected, 150, 152yield percentage, 15, 16, 35On-the-job training, 59, 347OPERA Revenue Management System,166Operating statistics, in night audit report,281, 283Operational effectiveness, 263Operational reports, 42Optimal occupancy, 170Optimal room rate, 170Organization charts, 34, 35–41front office, 50–53, 54full-service hotel, 35–40limited-service hotel, 40–41security department, 382Orientation, new employee, 82–83,336–340, 341Orkin, E., 170, 171–172Outsourcing, 143Outstanding balance report, 115Overbooking, 137–141, 154, 208–209PPackage rates, 198–199Paid in advance (PIA), 114Paid-out slips, 75, 76, 223, 229Pallett, William, 327–328Parking garagein night audit report, 272, 278responsibilities of manager, 38, 50security of, 381Payback period, 108Payments. See Charges and paymentsPayze, Sally, 143Peddler’s club, 198Personal checks, payment with, 145,245Personality, hospitality qualities, 321–322, 333–336Personnel. See EmployeesPersonnel department. See Humanresources departmentPictureTel, 23, 345Plant, in guest test, 372Plant engineer, 38, 45, 55, 56Pleasure travelers, reservation methods,135PMS. See Property management systemsPoint-of-sale front office. See Sales,front office role inPoint-of-sale terminals, 75–76, 93,113, 117, 226Policy and procedure manual, 338–339Portman, John, 5Postal code, 119, 252Posting charges and payments, 112–113, 226–230, 264Power outages, computer systemand, 106–107PPM (pages per minute), 103Predicted house counts, 75Printer, 103Prior approved credit, 50–51Private label cards, 187Processor speed, 101Professional trade organizations, 26Profit-and-loss statement, 49, 108,116, 187, 196, 254Profit maximization, 165Proof of identification, 188–189Property management systems(PMS), 54, 93–125applications ofaccounting, 115–116call accounting, 113charges, posting, 112–113, 226–230checkout, 241–242checkout reports, 251e-mail, 120food and beverage, 117guest histories, 251–256, 256housekeeping, 116–117human resources, 119–120inquiries/reports, 115maintenance, 118marketing and sales, 119night audit, 115, 265registration, 111, 204–215reservations. See Reservations,computerizedTLFeBOOK