Professional Front Office Management

ISBN-10: 0131700693

ISBN-13: 9780131700697

Edition: 2007

List price: $144.20 Buy it from $28.08
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Description: Witten with the context that the Front Office Departments primary function is to "connect" the property and its employees with the guests. This book details policies and procedures that address the departments critical role of serving guests, coordinating employee communcation and utilizing technology to benefit guests, staff and owners.nbsp;An emphasis on providing guest service; Facilitating the work of employees in other departments as they provide service; Using technology to meet the needs of guests and hotel employee peers; The Context of Front Office Operations; Technology Helps Front Office Operations; Front Office and the Guest Cycle; Special Front Office Concerns.nbsp;Hotel operation managers and administrators. nbsp; nbsp;

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Book details

List price: $144.20
Copyright year: 2007
Publisher: Prentice Hall PTR
Publication date: 2/20/2006
Binding: Paperback
Pages: 704
Size: 8.25" wide x 10.00" long x 1.00" tall
Weight: 3.146
Language: English

Authors' Remarks
Foreword
Preface
Context of Front Office Operations
Overview of the Lodging Industry
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Lodging As Part of the Travel and Tourism/Hospitality Industry
Travel and Tourism: The Big Picture
Hospitality Industry
Accommodations (Lodging) Segment
Foodservices Segment
Other Hospitality Operations Segment
Classification of Hotels
Methods of Classification
Classification by Features and Guest Focus
Full-Service Hotels
Limited-Service Hotels
Extended-Stay Hotels
Convention Hotels and Conference Centers
Resorts and Time-Shares
Organization of Hotels
Small, Limited-Service Hotel
Large, Full-Service Hotel
Mega Hotel
Hotel Ownership and Management Alternatives
Lodging Industry Challenges
Broad-Based Challenges (All Segments)
Operating Issues
Marketing Issues
Technological Issues
Economic Issues
Segment-Specific Challenges
Full-Service Hotels
Limited-Service Hotels
Extended-Stay Hotels
Convention Hotels and Conference Centers
Resorts and Time-Shares
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Front Office and the Guests: Planning for Quality Service
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Lodging as a Guest Service Business
Developing a Quality Culture
What Is Quality?
Role of Hotel Senior Managers in Quality
How Managers Plan for Quality
Model for Quality
Planning Guest Service Processes
Recognizing Basic Concerns
Determining Guests' Service Expectations
Establishing Quality Processes that Yield Exemplary Guest SService
Designing Work Processes
Process Revision Is Ongoing
Evaluating Work Processes
Managing Work Processes
Enhancing Moments of Truth
Delivering Guest Service Through Employees
Empower Staff with Service Authority
Ensure that Guest-Friendly Processes Are Used
Emphasize Continuous Quality Improvement
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Overview of the Front Office Department
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Front Office Functions and Responsibilities
Primary Function: Coordinate Guest Services
Specific Activities: Deliver Guest Services
Front Office Responsibilities
Front Office Organization
Small Hotel (75 Rooms)
Large Hotel (350 Rooms)
Mega Hotel (3,000 Rooms)
Front Office Positions
Management Positions
Nonmanagement Positions
Human Resources Management (Entry-Level Personnel)
Recruitment and Selection
Orientation and Training
Motivation and Leadership
Staffing and Scheduling
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
How Technology Helps Front Office Operations
Front Office Property Management System
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Four Rs of Front Office Information Management
Reservations Management
Rooms Management
Revenue Management
Records and Accounts Management
Pms Report Development, Distribution, and Analysis
Selection of Most Useful Reports
Distribution of Reports
Report Analysis
Understanding Past Performance
Forecasting Future Performance
Reservations Management Data
Guest Information
Guest Request Information
Rooms Management Data
Room Type
Room Status
Revenue Management Data
Forecasting Demand
Pricing Inventory
Records and Accounts Management
Records Management
Accounts Management
Selecting a Pms
The FOM in Action: A Solution
Front Office Semantics List
The Front Office and the Internet
Real-World Activities
Managing Forecast Data
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
The FOM As Forecaster
Tracking Room Demand
Computation of Occupancy Forecast
No-shows
Early Departures
Overstays
Use of Current and Future Data
Using Predictive Data Sources
Transient Guests
Internal Data
External Data
Group Guests
Group History
Group Cutoffs
Managing Occupancy Forecast Reports
Pickup Reports
Ten-Day Forecasts
Thirty-Day Forecasts
Extended Forecasts
Other Forecasting Issues
Impact on Pricing
Evaluation of Effectiveness
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Revenue Management
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Role of The Revenue Manager
Revenue Management
Room Rate Management
Room Rate Economics
Rate Types
Rate Determination
Traditional Pricing Strategies
Web-Influenced Pricing Strategies
Revenue Management Tools
Room Types
Market Codes
Track Codes
Revenue Management Essentials
Managing Occupancy
Managing ADR
Evaluating Effectiveness
Occupancy Index
ADR Index
RevPar Index
GoPar
Yield Management
Philosophy
Implementation
Techniques
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Distribution Channel Management
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Overview of Distribution Channels
Brief History of Distribution Channels
Use of Intermediaries
Current Distribution Channels
Management of Distribution Channels
Walk-In Guests
Telephone
Fax
E-Mail and Traditional Mail
Group-Sales Department
Global Distribution System
Central Reservation System
Internet
Property Web Site
Chain Web Site
Third-Party Web Sites
Merchant Model
Opaque Model
An Evolving Channel
Challenges of Distribution Channel Management
Inventory Ownership
Control of Web Site Access
Guest- and Sales-Related Issues
Rate Consciousness
Group-Block Management
Occupancy Tax Liability
The FOM in Action: A Solution
Front Office Semantics List
Front Office and The Internet
Real-World Activities
Management of Data-Generating Front Office Subsystems
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Overview of Front Office Data Subsystems
Revenue-Generating Subsystems
Non-Revenue-Generating Subsystems
Diagnosis of Subsystem Malfunctions
Management of Interfaced Subsystems
Telephones
Auto-Attendant
Voice Mail
Message on Hold
Automated Wake-Up
Call Accounting
Recodable Locks
Pay-per-View Services
In-Room Vending
Point-of-Sale (POS) Systems
Property-Specific Interfaces
Credit, T&E, and Debit Card Payments
Management of Noninterfaced Subsystems
Telephones
Messages
Wake-Up Calls
Internet Access
Pay-per-View Services
In-Room Vending
Point-of-Sale (POS) Systems
Guest Laundry
Credit, T&E, and Debit Card Payments
Back-Office Accounting
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Front Office and the Guest Cycle
Reservation, Reception, and Room Assignment Management
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Managing Guest Reservations
Individual Reservations
Prepaid Reservations
Guaranteed Reservations
Nonguaranteed Reservations
Walk-In Guests
Group Reservations
Group Folios
Room Block Management
Individual Call-In Reservations
Rooming List Reservations
Group-Submitted Rooming List
CVB-Submitted Rooming List
Reservation Cancellations
Managing Guest Reception
Arrival List
Upselling
Registration
Information Accuracy
Departure Date Confirmation
Rate Agreement
Guest-Initiated Difficulties
Property-Initiated Difficulties
Methods of Payment
Payment Card
Direct Bill
Cash
Prepaid Deposit
Complimentary
Managing Room Assignments
Room Selection
Issuance of Room Keys
Timing Concerns
Security-Related Concerns
Walking Arriving Guests
Recording No-Shows
Reviewing Check-in Innovations and Challenges
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Front Office and the Guests: Delivering Quality Service
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Making First Impressions
Being Professional
Delivering Service During Guest Visits
Telephone Skills
In-Room Needs
Requests for Information
Emergencies
Other Opportunities for Service
Providing Personalized Attention: Uniformed Services
Bell Services Attendants
Concierge Staff
Managing Guest Complaints
Service Problems Do Occur
Service Recovery Model
Evaluating Guest Service
Guest Comment Cards
Mystery Shoppers
Franchisor Report Cards
Another Tactic: Ask Employees and Guests
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Guest Charges, Payment, and Check-Out
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Accounting for Guest Charges
Accounting Fundamentals
Bookkeeping and Accounting
Debits and Credits
Posting Responsibilities
Front-Office Accounting
Posting to Guest Ledger
Posting to City Ledger
Adjusting Accounts
Back-Office Accounting
Transfers to Hotel Receivable Accounts
Payment Cards
Direct Bills
Transfers to House Accounts
Managing Guest Credit
Establishing Credit Limits
Monitoring Credit Limits
Managing the Check-Out Process
Check-Out Fundamentals
Account Settlement Methods
Cash and Check
Payment Card
Direct Bill
Combined Settlement
No-Show Billing
Check-Out Challenges
Late Check-Out Charges
Express Check-Out
Unpaid Accounts
Other Check-Out Challenges
Room Damage Assessments
Group Allowances Strategies
Adjustments for Complaints Made After Check-Out
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Night Audit and Report Management
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Overview of Night Audit Functions
Accounting Review Functions
Review of Guest Charges
Review of Non-Guest Charges and Property Accounting
Reporting and Data Management Functions
Data Reports
Data Management
Position of Night Auditor
Accounting for Guest Charges
Folio Accounting
Bucket Check
No-Show Billings
End-of-Day Balances
Accounting for Other Revenues
Ledger Management
Guest Ledger
City Ledger
Credit Balance Management
Credit Limit Reports
Credit Limit Strategies
End-of-Day Reconciliations
Other Night Audit Tasks
Data Reporting
Purpose of Night Audit Reports
Sources of Data
Types of Reports
Emergency Reports
Revenue Generation Reports
Reservation Activity Reports
Exception Reports
Management-Oriented Reports
Report Distribution
Data Management
Types of Data
Data Resetting
Data Archiving
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Special Concerns of the Front Office
Front Office Manager and the Law
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
Front Office Manager and the Law
Overview of Legal Obligations
Duties and Standards of Care
Front Office Contracts for Guest Accommodations
Contract Basics
Accommodation of Guests
Front Desk and Legal Concerns: Guest Safety
Front Desk and Other Legal Concerns
Guest Privacy
Guest Removal
Guest Property
Guest Nonpayment
Illness and Death in Guestrooms
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Front Office: Hub of the Hotel
Chapter Outline
Chapter Preview
The FOM in Action: The Challenge
The Executive Committee
Role of the Executive Committee
Concerns of the Executive Committee
How Front Office Information Assists All Departments
Scheduling Staff
Planning Work Volumes and Personnel Assignments
Front Office Interactions with Guest Contact Departments
General Manager
Guestroom Reports
Financial Concerns
Service Recommendations
Day-to-Day Operations
Marketing and Sales Department
Food and Beverage Department
Front Office Interactions with Building Services Departments
Accounting Department
Housekeeping Department
Morning Room Check
Afternoon Room Check
Other Coordinating Activities
Security Department
Security Precautions
Security and Safety Incidents
Guest Notification in Emergencies
Fires
Bomb Threats
Power Outages
Earthquakes
Hurricanes and Tornadoes
Terrorism
Maintenance and Engineering Department
Role of Front Office: Hub of the Hotel
The FOM in Action: A Solution
Front Office Semantics List
Front Office and the Internet
Real-World Activities
Glossary
Photo Credits
Index
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