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| List of Exhibits | |
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| Preface | |
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| About the Authors | |
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| The Hotel Industry | |
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| The Traditional Hotel Industry | |
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| Scope of the Industry | |
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| A Look Back | |
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| What Is the Hotel Business? | |
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| Traditional Classifications | |
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| Size | |
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| Class | |
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| Type | |
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| Plan | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| The Modern Hotel Industry | |
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| New Product Patterns | |
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| Segmentation of the Product Line | |
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| New Market Patterns | |
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| Marketing to the Individual Guest | |
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| Marketing to the Group | |
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| New Ownership Patterns | |
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| The State of the Industry | |
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| Ownership and Financing Alternatives | |
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| New Management Patterns | |
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| Chains | |
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| Management Companies and Management Contracts | |
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| Franchises | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| The Structure of the Hotel Industry | |
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| The Organizational Structure | |
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| The General Manager | |
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| The Hotel Manager | |
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| Structure of the Front Office | |
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| What Is the Front Office? | |
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| Design of the Front Office | |
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| Working Hours of the Front Office | |
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| The Building Structure | |
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| The Old versus the New | |
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| Numbering for Identification | |
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| Room Shape and Size | |
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| Bed and Bath | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| The Reservations Process | |
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| Changing Methods for Making Today's Reservations | |
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| Global Distribution | |
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| The Airline Systems | |
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| Seamless Connectivity | |
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| Taking the Reservation | |
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| Other Electronic Reservations Trends | |
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| Automated Revenue Management Systems | |
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| The Yield Management Revolution | |
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| Automated Yield Management Systems | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| Individual and Group Reservations | |
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| Components of the Reservation | |
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| Information Contained in the Reservation | |
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| Confirming the Reservation | |
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| Electronic Reservations | |
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| Reservation Coding | |
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| Convention and Tour Group Business | |
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| The Group Rooms Contribution | |
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| Categories of Group Business | |
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| Convention Reservations | |
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| Negotiating Convention Rates | |
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| Handling the Tour Group Reservation | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| Forecasting Availability and Overbooking | |
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| Forecasting Availability | |
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| Simple, Unadjusted Room Count | |
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| Adjusted Room Count | |
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| Overbooking | |
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| Reservations as Legal Contracts | |
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| Minimizing the Overbooking Problem | |
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| Summary | |
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| Questions and Problems | |
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| Note | |
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| Guest Service and Rate Structures | |
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| Managing Guest Service | |
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| Brief History of Quality Management | |
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| Quality Management in Manufacturing | |
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| Quality Management in Innkeeping | |
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| What Is Quality Management? | |
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| The Basic Product | |
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| Quality Management Defined | |
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| Quality Management Denied | |
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| Implementing Guest Service | |
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| Measuring Guest Service | |
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| Quality Guarantees | |
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| Complaints | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| The Guest Arrival Process | |
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| The Arriving Guest | |
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| A Moment of Truth | |
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| Guest Registration | |
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| Completing the Registration | |
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| The Room Selection Process | |
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| Establishing Guest Credit | |
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| The Rooming Process | |
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| Uniformed Services | |
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| The Bell Staff | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| Setting the Room Rate | |
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| Factors in Establishing the Room Rate | |
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| Hotel Room Demand | |
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| Discounts of Rack Rate | |
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| Additional Rate Variations | |
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| Time Is Money | |
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| Determining the Proper Room Rate | |
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| Traditional Rate Calculations | |
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| The Impact of Up-selling and Discounting | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| The Hotel Revenue Cycle | |
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| Billing the Guest Folio | |
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| Accounts Receivable | |
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| Types of Accounts Receivable | |
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| The Folio: The Individual Account Receivable | |
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| Understanding Debits and Credits | |
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| Posting to Accounts Receivable | |
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| Overview of the Billing Procedure | |
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| Posting Debits (or Charges) to Accounts Receivable | |
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| Posting Credits (or Payments) to Accounts Receivable | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| Cash Transactions | |
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| Handling Cash Transactions | |
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| Cash Paid-outs | |
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| Cash Receipts | |
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| House Receipts and Expenses | |
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| The Cashier's Daily Report | |
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| Preparing the Cashier's Report | |
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| The Income Audit | |
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| Cash and Cash Equivalents | |
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| Counterfeit Currency | |
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| Check-Cashing Safeguards | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| Credit and the City Ledger | |
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| The City Ledger | |
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| Credit Cards | |
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| Other Cards | |
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| Other City-Ledger Categories | |
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| Managing Credit | |
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| Cost-Benefit Decision | |
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| The Management Function | |
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| Managing Three Specifics | |
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| Mechanics of the Entry | |
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| Transfers from Guest Folios | |
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| Transfers to Guest Folios | |
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| City-Ledger Postings without Transfers | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| Rooms Management Technology | |
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| The Night Audit | |
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| The Auditor and the Audit | |
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| The Night Auditor | |
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| The Audit | |
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| The Property Management System | |
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| The PMS Equivalent of the Transcript | |
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| Reports from the Night Auditor | |
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| Summary | |
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| Questions and Problems | |
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| Notes | |
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| Property Management System Interfaces | |
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| Integrated Call Accounting Systems | |
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| Communications Architecture | |
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| History of Hotel Telephone Service | |
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| Hotel Options following Deregulation | |
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| More Recent Developments | |
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| Guest-Room Locking Systems | |
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| The Room Key Revolution | |
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| Categories of Locking Systems | |
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| Other Common Interfaces | |
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| Prior to the Interface | |
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| Other PMS Interfaces | |
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| Guest-Operated Interfaces | |
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| Summary | |
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| Questions and Prlblems | |
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| Notes | |
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| Bibliography | |
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| Glossary | |
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| Index | |