For courses in Hotel Front Office Management.The leader in rooms management education and job-training for over two decades. This text provides exceptionally complete coverage of the hotel's front office and all of the support positions that make it work-from the global reservation network, to legal concerns, sales and marketing techniques, management issues, room rate formulas, and control and oversight. In a sequence that follows the flow of most guests-reservation, arrival, billing, departure, auditing and accounting-the book treats both the how (e.g., completing a reg. card) and the why (e.g., yield management) while keeping students abreast of the trends currently affecting the industry.
- Hardback | 538 pages
- 211.1 x 262.4 x 28.7mm | 1,179.35g
- 01 Aug 1999
- Pearson Education (US)
- United States
- 6th edition
Table of contents
I. THE HOTEL INDUSTRY. 1. The Traditional Hotel Industry. 2. The Modern Hotel Industry. 3. The Structure of the Hotel Industry. II. THE RESERVATIONS PROCESS. 4. Changing Methods for Making Today's Reservations. 5. Individual and Group Reservations. 6. Forecasting Availability and Overbooking. III. GUEST SERVICE AND RATE STRUCTURES. 7. Managing Guest Service. 8. The Guest Arrival Process. 9. Setting the Room Rate. IV. THE HOTEL REVENUE CYCLE. 10. Billing the Guest Folio. 11. Cash Transactions. 12. Credit and the City Ledger. V. ROOMS MANAGEMENT TECHNOLOGY. 13. The Night Audit. 14. Property Management System Interfaces.