Hotel Front Office Management, 3rd Edition

434 INDEXTelephone reservations, toll-freenumber, 133, 135Terrorist attacks, 7–8Theory X, 366, 367Theory Y, 366, 367Thomson, Gary, 129Tickler files, 119, 349Tidewater Inn, Easton, Maryland,129Time clock, 120Time management, training in, 344Tips, in night audit, 271, 276Toh, Rex S., 139Toll-free number, reservations on,133, 135Top down sales method, 201Total quality management (TQM), 7,44application of, 85–86background of, 84communication and, 84–85in service management program,315, 316, 326–328Total restaurant sales figure, 276Touch screen, 108Tractor-fed printer, 103Traffic managers, 52Training, 336–358administration of, 349–350in charge and payment processing,232computer, 25, 105–106cross-training, 77, 350disabled employees, 353–354distance learning, 25, 348in emergency communication, 401for empowerment, 323–324, 351–352in fire safety, 392, 395importance of, 340–341in-service education, 24–25international guests and, 46methods of presentation, 346–348new employee orientation, 82–83,336–340on-the-job, 59, 347safety, 404in sales, 200, 249, 369–371selection of trainer, 350–351in service management program,324steps-by-step procedures in, 344–349in stress/time management skills,344supervisory, 43task performance skills, 340–343Training tickler file, 349Transfer slip, 223, 228–229Travelbusiness, 132–133group, 133–135motivation for, 21–24pleasure, 135Travel agents, 133, 135, 150, 153Travel directories, 134Travelers Aid Society, 246–247Traveler’s checks, 245Trends in the Lodging Industry (Pannell,Kerr, and Forster), 27Trial balance report, 264, 269, 270True integration, 154Turgeon, Normand, 311UUnderstays, 139, 251Upsell, 362–363, 366VValet services, 277Vending machine sales, night audit,272, 278Video, job training, 348, 370–371,373–374VIP service, 148, 152, 173Virginia Hospitality and Leisure ExecutiveReport, 8–9Vista Hotel, New York, 397Visual alarm systems, 395Vouchers, 75, 76WWaldorfAstoria Hotel, New York,3, 51, 173, 319Walking a guest with a reservation,209Walk-in guests, 139–140, 190, 208,254Wall Street Journal, 19, 247Web site, 131White, Alan, 130–131Wilson, Kemmons, 3–4Women guestsbusiness travelers, 23security of, 381, 387Working supervisors, 40Work orders, 118World Trade Centerbombing (1993) of, 397September 11 attack on, 7–8Wyndham Garden Hotel, Dallas,215YYield, defined, 168–169Yield management, 141–142, 164–180in airlines vs hotels, 164–165applications of, 175components of, 168–173computer applications, 110, 165–168food and beverage considerationsin, 174, 175goal of, 165turnaway business and, 171, 172,174Yield percentage, 15, 16, 35, 269Young, John W., 309, 311, 321–322ZZemke, Ron, 305, 307, 312–313,319, 320–321, 324Zip code, 119, 252Zip drive, 103TLFeBOOK