Front Office Operations & Management
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Front Office Operations & Management

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Description

If you need to know about the nature and operation of hotels as they exist today, this new book is for you. You will learn about the inner workings of a hotel, preparing readers for what to expect in the current and future hotel market. The primary focus is the front office, housekeeping, reservations and night audit departments. Other departments are discussed to provide and understanding of how these departments relate to the front office and how they operate to enhance the guest experience. An introduction of basic analyses, techniques and trends both in policy and technology are reviewed as they relate to management and the guest. The book gives newer managers, meeting planners, and others a "real world" understanding of the hotel industry balancing its past, present and future. New technologies such as the Property Management System have dramatically changed hotel operations; therefore, extensive time has been devoted to covering this technology. Additional chapters feature analysis of the physical makeup of hotels, yield management, and operational techniques. Performance measurements and analysis of what makes a truly successful hotel are discussed in detail. Finally, because hotel management is and will always be about people, chapters are devoted to both the hotel guest and hotel employee. The arrival chronology is discussed from arrival to departure.show more

Product details

  • Paperback | 384 pages
  • 206.8 x 238.8 x 20.3mm | 816.48g
  • Cengage Learning, Inc
  • Delmar Cengage Learning
  • Clifton Park, United States
  • English
  • 0766823431
  • 9780766823433

Table of contents

Chapter 1: Hotels- Past and Present. Chapter 2: Hotel Classifications. Chapter 3: The Hotel Guest. Chapter 4: The Guest Room. Chapter 5: Hotel Organization. Chapter 6: Front Office Overview. Chapter 7: Room Rate Structure. Chapter 8: The Property Management System. Chapter 9: Guest Accounting. Chapter 10: Night Audit. Chapter 11: Housekeeping. Chapter 12: Reservations and Forecasting. Chapter 13: Measuring Hotel Performance. Chapter 14: Guest Service.show more

Review quote

Chapter 1: Hotels- Past and Present. Chapter 2: Hotel Classifications. Chapter 3: The Hotel Guest. Chapter 4: The Guest Room. Chapter 5: Hotel Organization. Chapter 6: Front Office Overview. Chapter 7: Room Rate Structure. Chapter 8: The Property Management System. Chapter 9: Guest Accounting. Chapter 10: Night Audit. Chapter 11: Housekeeping. Chapter 12: Reservations and Forecasting. Chapter 13: Measuring Hotel Performance. Chapter 14: Guest Service.show more

About Ahmed Ismail

Ahmed Ismail holds a B.A in Management from Adolphus College. His experiences in the hospitality industry inlcude Hotel Sales and Operations, Front Desk Supervision and Accounting Supervision. He has received numerous industry awards, including the NCAA Contribution Award for Hospitality, and the Bill Tiefel Hospitality Award, which he received twice.show more

Rating details

27 ratings
4.51 out of 5 stars
5 67% (18)
4 19% (5)
3 15% (4)
2 0% (0)
1 0% (0)
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