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