Front Office Operations and Management

ISBN-10: 0766823431
ISBN-13: 9780766823433
Edition: 2002
Authors: Ahmed Ismail
List price: $244.95 Buy it from $1.54 Rent it from $99.32
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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  More...

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Book details

List price: $244.95
Copyright year: 2002
Publisher: Delmar Cengage Learning
Publication date: 12/20/2001
Binding: Paperback
Pages: 384
Size: 8.00" wide x 9.25" long x 0.75" tall
Weight: 1.672
Language: English

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.

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.

Preface
Acknowledgments
About the Author
Hotels--Past and Present
Historical Perspective
Marketplace Consistency
Lodging Management Association
Revenue Sources
Sleeping Rooms
Meeting/Function Space
Outlets/Ancillary Revenue Sources
Profit Margin
Room Cost
Food Cost
Opportunity Cost
Captive Audience Quotient
Industry Perspective: Usage of Function Space
Chapter Review
Case Study: Food Cost
Case Study: Chain Histories
Internet Resources: Hotel Web Site Home Pages
Hotel Classifications
Hotel Sizes
Hotel Location Classifications
Downtown
Resort
Airport
Suburban
Hotel Product Types
Service Level
Target Market
Independent Hotel Ratings
Chapter Review
Case Study: Hotel Types
The Hotel Guest
Room Sales Differentiation
Group Rooms
Transient Rooms
Transient Reservation Avenues
Market Segmentation
Group Market Segments
Corporate Segments
Association Segment
Other Segment
Transient Market Segments
Business Segment
Pleasure Segment
Chapter Review
Case Study: Market Segmentation
Case Study: Theoretical Buying Decision
Internet Resources: World Wide Web Travel Sites
The Guest Room
Categorizing the Guest Room
Room Types
Room Configurations
Room Designations
Room Numbering
Room Status Reconciliation
Guest Room Makeup
Key Control Systems
Industry Perspective: The Role of Architecture in Hospitality
Chapter Review
Special Feature: New Hotel Construction
Internet Resources: Hotel Design Web Sites
Hotel Organization
Hotel Organization
Functional Departments
Rooms Division
Front Office
Housekeeping
Reservations
The Unique Role of Reservations
Night Audit
Loss Prevention/Security
Food and Beverage
Accounting
Human Resources
Engineering
Sales/Marketing and Catering
Group Resumes
Practical Areas
Organizational Deployment Example
Top Level Management
About My Job: General Manager
The Executive/Leadership Team
Rooms Division Manager/Resident Manager
Director of Food and Beverage
Director of Marketing
Industry Perspective: Engineering
Director of Human Resources
Director of Engineering
Controller
Director of Grounds
Director of Recreation
Department Heads
Rooms Division Department Heads
Food and Beverage Department Heads
Sales Department Heads
Engineering and Human Resources Department Heads
Accounting Department Heads
Resort Deployment Example
Traditional versus Revenue-based Deployment
Functional Department Management Teams
Special Feature: Hotel Career Management
Chapter Review
Internet Resources: Hotel Career Web Sites
Front Office Overview
The Arrival Chronology
Stage One--Greeting
Stage Two--Transition
About My Job: Doorman
The Hotel Shuttle
Stage Three--Registration
Check-in
Determine Method of Payment
About My Job: Front Desk Clerk
Stage Four--Completion
Concierge
PBX (Private Branch Exchange)
About My Job: Head Concierge
About My Job: PBX Operator
Guest Service Attendant--The Front Office Hybrid
Group Arrivals
Departures
Front Desk Checkout
Guest-directed Computer Checkout
Automated Checkout
Front Office Operations
Communications
Staffing
Value-added Services
Safe-deposit Boxes
Mail and Document Handling
Operations Administration
About My Job: Assistant Front Office Manager
Shift Checklists
Chapter Review
Case Study: Pass On Log
Internet Resources: Trade Journals/Online Resources
Room Rate Structure
Rate Structure
The Hubbart Formula
Cost Rate Formula
Market Tolerance
Room Rate Designations
Rate Measurement Averages
Chapter Review
Case Study: Room Rate Structure
Case Study: Room Rate Structure #2
The Property Management System
Selecting the PMS
Guest Account
Guest Registration Menu
Guest Accounting Menu
The Check-in
Before PMS
PMS Hierarchy
PMS Systems Interface
The Evolution of PMS
Industry Perspective: Technology in Hospitality
Chapter Review
Internet Resources: Property Management Systems
Guest Accounting
Accounting Basics
Guest Accounting
Guest Ledger
House Account
Guest Account
Master Account
Guest History Account
City Ledger
Accounting Entries
Uncollected Receivables
Accounting Documentation
Guest Accounting and the Front Desk
Foreign Exchange
Shift Closing
Chapter Review
Internet Resources: Accounting Resources
Night Audit
Night Audit Overview
Night Audit Deployment
Night Audit Reporting
Trial Balance
Night Audit Checklist
Ancillary Night Audit Duties
Guest Security and Incident/Accident Reporting
About My Job: Night Audit Manager
Chapter Review
Housekeeping
Room Assignment
Housekeeping PMS Reports
Housekeeper Allocation
When Guests Overstay
Housekeeping Operations
Housekeeping Guest Room Standards
Housekeeping Management
Turndown Service
Staffing
Lost and Found
Supply and Inventory Management
Industry Perspective: e-Procurement in Hospitality
Chapter Review
Internet Resources: Web-based Purchasing
Reservations and Forecasting
Determining Occupancy and Availability
Availability Factors
Current Number of Reservations
Historical Factors
House Count
Overselling
Yield Management
Rate Availability Restrictions
Length of Stay Restrictions
Closed to Arrival Restrictions
Minimum Length Stay Restrictions
Modified Length Stay Restrictions
Rate Averaging
Yield Management for Groups
Reservations Management
Forecasting
Forecasting Factors
Completing Forecasts
Forecasting Frequency
Forecasting Importance
Reservation Sales Management
Staffing
Training
Reservation Evaluations
Call Management
Motivation
Sales Strategy
Industry Perspective: Yield Management in Practice
Chapter Review
Case Study: Rooms Inventory and Forecasting
Case Study: Rooms Inventory and Forecasting #2
Case Study: Rooms Inventory and Forecasting #3
Case Study: Rooms Inventory and Forecasting #4
Measuring Hotel Performance
Quantifiable Analyses
Rev-par
Market Share
Qualifiable Analyses
Industry Perspective: Economic Impact of Hotels
Chapter Review
Case Study: Rev-par
Internet Resources: Measuring Hotel Performance
Guest Service
Service Standards
Verbal Means
Visual Means
Guest Conflict Resolution
Empowerment
Diversity Awareness
International Guests
Management's Role in Guest Service
Guest Service Training
Service Mission Statement
Motivating for Guest Service
Industry Perspective: Six Sigma and Customer Loyalty
Chapter Review
Internet Resources: Hotel Training Web Sites and International Resources
Glossary
Index

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