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