Professional Front Office Management / Edition 1

Professional Front Office Management / Edition 1

by Robert Woods, Jack D. Ninemeier, David K. Hayes, Michele A. Austin
     
 

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ISBN-10: 0131700693

ISBN-13: 9780131700697

Pub. Date: 02/24/2006

Publisher: Pearson

Witten with the context that the Front Office Department's primary function is to "connect" the property and its employees with the guests. This book details policies and procedures that address the department's critical role of serving guests, coordinating employee communcation and utilizing technology to benefit guests, staff and owners.

Overview

Witten with the context that the Front Office Department's primary function is to "connect" the property and its employees with the guests. This book details policies and procedures that address the department's critical role of serving guests, coordinating employee communcation and utilizing technology to benefit guests, staff and owners. 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. Hotel operation managers and administrators.

Product Details

ISBN-13:
9780131700697
Publisher:
Pearson
Publication date:
02/24/2006
Series:
Pearson Custom Library: Hospitality and Culinary Arts Series
Edition description:
1ST
Pages:
704
Product dimensions:
8.00(w) x 9.60(h) x 1.80(d)

Table of Contents

Section 1: The Context of Front Office Operations

Chapter 1: Overview of the Lodging Industry

Chapter 2: Front Office and the Guests: Planning for Quality Service

Chapter 3: Overview of the Front Office Department

Section 2: Technology Helps Front Office Operations

Chapter 4: The Front Office Property Management System (PMS)

Chapter 5: Managing Forecast Data

Chapter 6: Revenue Management

Chapter 7: Distribution Channel Management

Chapter 8: Management of Data Generating Front Office Sub-Systems

Section 3: Front Office and the Guest Cycle

Chapter 9: Reservation, Reception and Room Assignment Management

Chapter 10: Front Office and the Guests: Delivering Quality Service

Chapter 11: Guest Charges, Payments and Check-Out

Chapter 12: Night Audit and Report Management

Section 4: Special Front Office Concerns

Chapter 13: The Front Office Manager and the Law

Chapter 14: Front Office: The Hub of the Hotel

Glossary

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