Hotel Front Office Management, 3rd Edition

INDEX 433SSafety, employee, 401–404Safety committee, 402, 403Salesforecasts, 136–137, 157–158, 171,176indicators, 15–17marketing data in guest histories,73, 119, 250, 251–256night audit, 271, 272, 276–277projections, 75, 195–196See also Marketing and sales departmentSales, front office role in, 359–378additional reservations at checkout,248–249additional reservations at registration,135–136, 201–202bottom up vs top down methods,201budget for, 371, 374–375character traits for, 335, 336goals of, 362–363incentive program, 201, 202, 365–366motivation theory and, 365, 367–369performance evaluation, 371–372planning process, 372–374promotional areas, 363–365, 366training for, 200–201, 369–371Sales associate, 74Sales reportsdaily, 274departmental, 265, 266, 274Sales tax, 226, 271, 276Schofield, Mike, 14Schultz, Ray, 4Security department, 379–408computer applications, 118vs contracted services, 385–387importance of, 380–381interdepartmental communicationsof, 78operational procedures of, 379–380emergency communications, 397–401employee safety, 401–404fire safety, 390–397key control, 387–390organization of, 382responsibilities of director, 41, 49,382–385Security plans, 8Self-actualization, 368, 369Self-check-in process, 111, 211, 213,214September 11 terrorist attacks, 7–8Servicehospitality defined, 305levels of, 17–18, 308See also Service management programService America! (Albrecht andZemke), 305, 307Service management program, 305–331continuous commitment to, 325customer survey in, 311–313cycle-of-services analysis, 316–319, 322–323employees andempowerment of, 322–324motivation of, 309–310, 320–321planning role of, 315–317screening for hospitality qualities,321–322, 333–335training of, 324evaluation of, 324–325financial commitment to, 314–315importance of, 306–308management’s role in, 308–311moments of truth in, 319–320,324planning committee, 315–317service strategy statement, 313–314total quality management (TQM)practices in, 315, 316, 326–328Service strategy statement, 313–314Sheehan, Todd, 264Sheraton Hotels, 4, 78, 388Sheraton Reading Hotel, Wymossing,78Shift leader, 309Single-sheet printer, 103Six Continents Hotel, reservationssystem of, 129–130Skill demonstration, 347Sleeper, 194Smart card, 388Smoke alarms, 390Smoke detectors, 390–391Software, selection of, 100–101, 102Spa sales, in night audit report, 272,278Staff. See EmployeesStarwood Hotels & Resorts, 4Statler, Ellsworth M., 2Stayovers, 139, 193, 251Step-by-step procedures, in trainingprogram, 343Sternberg, Lawrence E., 352Stress management, training in, 344Suburban Lodges of America, 16–17Sullivan, William, 94Super 8 Motels, 388Supervisory style, 57–61Surcharge rates, 277–278Switchboard operator, 51–52, 73,75SynXis Agent, 143TTailhook case, 387Tax Act of 1981, 7Tax cumulative total feature, 275Taxesroom, 226, 271, 275sales, 226, 271, 275–276, 278Tax Relief Extension Act of 1999, 8Team approach. See Total qualitymanagement (TQM)Technological development, 5, 6Telephone chargescall accounting, 51–52, 113late charges, 238manual posting, 230night audit, 272, 277–278Telephone initiation and receptionagreements, 345Telephone operator, 51–52, 73, 75TLFeBOOK