{"product_id":"hotel-front-office-management-isbn-9780470637524","title":"Hotel Front Office Management","description":"\u003cp\u003eThe \u003cb\u003e\u003ci\u003eFifth Edition\u003c\/i\u003e\u003c\/b\u003e of \u003cb\u003e\u003ci\u003eHotel Front Office Management\u003c\/i\u003e\u003c\/b\u003e is one of the leading texts in addressing the demands for instructing future leaders of the hotel industry.  Educators who are preparing professionals for roles as front office managers and general managers in hotels are required to meet the challenges of operations, technology, training, empowerment, and international applications.  This latest edition of \u003cb\u003e\u003ci\u003eHotel Front Office Management\u003c\/i\u003e\u003c\/b\u003e continues to encourage students to take an active role in applying these concepts to the exciting world of hotel operations. The emphasis on management continues to play a central role in \u003cb\u003e\u003ci\u003eHotel Front Office Management, Fifth Edition\u003c\/i\u003e\u003c\/b\u003e.  The text’s structure will assist students as they prepare for positions as entry-level managers.  The logical presentation of chapters in order of operations - overview of Lodging Hospitality; tour of the Front Office, review of the Guest Cycle, and analysis of Guest Services - allows students to gain insight into a front office manager's role in the hotel.\u003c\/p\u003e \u003cp\u003ePreface xi\u003c\/p\u003e \u003cp\u003eAcknowledgments xvii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 Introduction to Hotel Management 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFounders of the Hotel Industry 2\u003c\/p\u003e \u003cp\u003eHistorical Developments 5\u003c\/p\u003e \u003cp\u003eOverview of the Hotel Industry 12\u003c\/p\u003e \u003cp\u003eTypes of Lodging Facilities 14\u003c\/p\u003e \u003cp\u003eMarket Orientation 17\u003c\/p\u003e \u003cp\u003eSales Indicators 17\u003c\/p\u003e \u003cp\u003eLevels of Service 20\u003c\/p\u003e \u003cp\u003eBusiness Affiliations 21\u003c\/p\u003e \u003cp\u003eTrends That Foster Growth 27\u003c\/p\u003e \u003cp\u003eCareer Development 31\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 35\u003c\/p\u003e \u003cp\u003eChapter Recap 35\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 36\u003c\/p\u003e \u003cp\u003eNotes 38\u003c\/p\u003e \u003cp\u003eKey Words 40\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Hotel Organization and the Front Office Manager 41\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOrganization of Lodging Properties 42\u003c\/p\u003e \u003cp\u003eOrganization Charts 43\u003c\/p\u003e \u003cp\u003eTypical Job Responsibilities of Department Managers 50\u003c\/p\u003e \u003cp\u003eOrganization of the Front Office Department 59\u003c\/p\u003e \u003cp\u003eFunction of the Front Office Manager 62\u003c\/p\u003e \u003cp\u003eStaffing the Front Office 69\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 72\u003c\/p\u003e \u003cp\u003eChapter Recap 73\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 73\u003c\/p\u003e \u003cp\u003eKey Words 76\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Effective Interdepartmental Communications 78\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eRole of the Front Office in Interdepartmental Communications 79\u003c\/p\u003e \u003cp\u003eFront Office Interaction with Other Departments in the Hotel 79\u003c\/p\u003e \u003cp\u003eAnalyzing the Lines of Communications 88\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 94\u003c\/p\u003e \u003cp\u003eChapter Recap 94\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 94\u003c\/p\u003e \u003cp\u003eKey Words 99\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Property Management Systems 100\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePhysical Structure and Positioning of the Front Desk 102\u003c\/p\u003e \u003cp\u003eSelecting a Property Management System 104\u003c\/p\u003e \u003cp\u003eProcedure for Performing a Needs Analysis 105\u003c\/p\u003e \u003cp\u003eOther PMS Selection Considerations 113\u003c\/p\u003e \u003cp\u003eFinancial Considerations 115\u003c\/p\u003e \u003cp\u003ePMS Applications 116\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 130\u003c\/p\u003e \u003cp\u003eChapter Recap 130\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 131\u003c\/p\u003e \u003cp\u003eNotes 133\u003c\/p\u003e \u003cp\u003eKey Words 133\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Systemwide Reservations 135\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eImportance of a Reservation System 136\u003c\/p\u003e \u003cp\u003eOverview of the Reservation System 137\u003c\/p\u003e \u003cp\u003eTypes of Reservation Systems 142\u003c\/p\u003e \u003cp\u003eSources of Reservations 143\u003c\/p\u003e \u003cp\u003eForecasting Reservations 148\u003c\/p\u003e \u003cp\u003eOverbooking (Occupancy Management) 150\u003c\/p\u003e \u003cp\u003eRevenue Management 153\u003c\/p\u003e \u003cp\u003eProcessing Guest Reservations 154\u003c\/p\u003e \u003cp\u003eProcess of Completing Reservations through a PMS 158\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 167\u003c\/p\u003e \u003cp\u003eChapter Recap 168\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 168\u003c\/p\u003e \u003cp\u003eNotes 171\u003c\/p\u003e \u003cp\u003eKey Words 172\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Revenue Management 173\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOccupancy Percentage 174\u003c\/p\u003e \u003cp\u003eHistory of Yield Management 177\u003c\/p\u003e \u003cp\u003eUse of Yield Management 177\u003c\/p\u003e \u003cp\u003eComponents of Revenue Management 181\u003c\/p\u003e \u003cp\u003eApplications of Revenue Management 188\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 189\u003c\/p\u003e \u003cp\u003eChapter Recap 189\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 189\u003c\/p\u003e \u003cp\u003eNotes 192\u003c\/p\u003e \u003cp\u003eKey Words 193\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Guest Registration 194\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eImportance of the First Guest Contact 195\u003c\/p\u003e \u003cp\u003eComponents of the Registration Process 196\u003c\/p\u003e \u003cp\u003eRegistration with a PMS 216\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 228\u003c\/p\u003e \u003cp\u003eChapter Recap 228\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 228\u003c\/p\u003e \u003cp\u003eNotes 230\u003c\/p\u003e \u003cp\u003eKey Words 230\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Managing the Financials 232\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCommon Bookkeeping Practices 233\u003c\/p\u003e \u003cp\u003eForms Used to Process Guest Charges and Payments 234\u003c\/p\u003e \u003cp\u003eAccount Ledgers 235\u003c\/p\u003e \u003cp\u003ePosting Guest Charges and Payments 237\u003c\/p\u003e \u003cp\u003eTransferring Guest and City Ledgers to Accounts Receivable 241\u003c\/p\u003e \u003cp\u003eImportance of Standard Operating Procedures for Posting and the Night Audit 243\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 243\u003c\/p\u003e \u003cp\u003eChapter Recap 243\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 244\u003c\/p\u003e \u003cp\u003eKey Words 246\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Guest Checkout 247\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOrganizing Late Charges to Ensure Accuracy 248\u003c\/p\u003e \u003cp\u003eGuest Checkout Procedure 249\u003c\/p\u003e \u003cp\u003eDetermining Method of Payment and Collection 252\u003c\/p\u003e \u003cp\u003eAssisting the Guest with Method of Payment 256\u003c\/p\u003e \u003cp\u003eObtaining Future Reservations 258\u003c\/p\u003e \u003cp\u003eFiling Documents 259\u003c\/p\u003e \u003cp\u003eRelaying Guest Departures to Other Departments 259\u003c\/p\u003e \u003cp\u003eRemoving Guest Information from the System 260\u003c\/p\u003e \u003cp\u003eTransfer of Guest Accounts to the Back Office 260\u003c\/p\u003e \u003cp\u003eCheckout Reports Available with a Property Management System 260\u003c\/p\u003e \u003cp\u003eGuest Histories 262\u003c\/p\u003e \u003cp\u003eLast Impressions of the Hotel 265\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 266\u003c\/p\u003e \u003cp\u003eChapter Recap 266\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 267\u003c\/p\u003e \u003cp\u003eNotes 269\u003c\/p\u003e \u003cp\u003eKey Words 269\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 Preparation and Review of the Night Audit 270\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eImportance of the Night Audit 270\u003c\/p\u003e \u003cp\u003eThe Night Auditor 271\u003c\/p\u003e \u003cp\u003eThe Night Audit Process 272\u003c\/p\u003e \u003cp\u003eGoal of Preparing the Night Audit Report 278\u003c\/p\u003e \u003cp\u003ePreparing the Night Audit Report 278\u003c\/p\u003e \u003cp\u003eReading the Flash Report 293\u003c\/p\u003e \u003cp\u003eReading the Night Audit 293\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 296\u003c\/p\u003e \u003cp\u003eChapter Recap 296\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 297\u003c\/p\u003e \u003cp\u003eKey Words 316\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 Managing Hospitality 317\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eImportance of Hospitality 318\u003c\/p\u003e \u003cp\u003eManaging the Delivery of Hospitality 320\u003c\/p\u003e \u003cp\u003eTotal Quality Management Applications 327\u003c\/p\u003e \u003cp\u003eDeveloping a Service Management Program 328\u003c\/p\u003e \u003cp\u003eCustomer Relationship Management 338\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 339\u003c\/p\u003e \u003cp\u003eChapter Recap 339\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 340\u003c\/p\u003e \u003cp\u003eNotes 342\u003c\/p\u003e \u003cp\u003eKey Words 343\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12 Training for Hospitality 344\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDetermining Employee Hospitality Qualities 345\u003c\/p\u003e \u003cp\u003eScreening for Hospitality Qualities 346\u003c\/p\u003e \u003cp\u003eDeveloping an Orientation Program 347\u003c\/p\u003e \u003cp\u003ePolicy and Procedure Manual 351\u003c\/p\u003e \u003cp\u003eAdministering the Orientation Program 352\u003c\/p\u003e \u003cp\u003eDeveloping a Training Program 354\u003c\/p\u003e \u003cp\u003eSteps in the Training Process 356\u003c\/p\u003e \u003cp\u003eAdministering a Training Program 361\u003c\/p\u003e \u003cp\u003eCross-training 362\u003c\/p\u003e \u003cp\u003eDeveloping a Trainer 362\u003c\/p\u003e \u003cp\u003eTraining for Empowerment 364\u003c\/p\u003e \u003cp\u003eAmericans with Disabilities Act 365\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 367\u003c\/p\u003e \u003cp\u003eChapter Recap 367\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 368\u003c\/p\u003e \u003cp\u003eNotes 370\u003c\/p\u003e \u003cp\u003eKey Words 371\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 13 Promoting In-House Sales 372\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Role of the Front Office in Marketing and Sales 373\u003c\/p\u003e \u003cp\u003ePlanning a Point-of-sale Front Office 375\u003c\/p\u003e \u003cp\u003eTheories of Motivation 380\u003c\/p\u003e \u003cp\u003eApplying Motivation Theories 381\u003c\/p\u003e \u003cp\u003eTraining Programs for a Point-of-sale Front Office 382\u003c\/p\u003e \u003cp\u003eBudgeting for a Point-of-sale Front Office 384\u003c\/p\u003e \u003cp\u003eFeedback 384\u003c\/p\u003e \u003cp\u003ePlanning a Point-of-sale Front Office—An Example 386\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 388\u003c\/p\u003e \u003cp\u003eChapter Recap 388\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 389\u003c\/p\u003e \u003cp\u003eNotes 391\u003c\/p\u003e \u003cp\u003eKey Words 391\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 14 Security 392\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eImportance of a Security Department 393\u003c\/p\u003e \u003cp\u003eOrganization of a Security Department 395\u003c\/p\u003e \u003cp\u003eJob Analysis of the Director of Security 395\u003c\/p\u003e \u003cp\u003eIn-House Security Departments versus Contracted Security 398\u003c\/p\u003e \u003cp\u003eRoom Key Security 401\u003c\/p\u003e \u003cp\u003eFire Safety 404\u003c\/p\u003e \u003cp\u003eEmergency Communication 411\u003c\/p\u003e \u003cp\u003eEmployee Safety Programs 415\u003c\/p\u003e \u003cp\u003eSafety Training Programs 418\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 418\u003c\/p\u003e \u003cp\u003eChapter Recap 418\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 419\u003c\/p\u003e \u003cp\u003eNotes 421\u003c\/p\u003e \u003cp\u003eKey Words 422\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 15 Executive Housekeeping 423\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eImportance of the Housekeeping Department 423\u003c\/p\u003e \u003cp\u003eRole of Chief Engineer in a Lodging Property 446\u003c\/p\u003e \u003cp\u003eThe Greening of the Lodging Industry 450\u003c\/p\u003e \u003cp\u003eSolution to Opening Dilemma 453\u003c\/p\u003e \u003cp\u003eChapter Recap 454\u003c\/p\u003e \u003cp\u003eEnd-of-Chapter Questions 455\u003c\/p\u003e \u003cp\u003eNotes 457\u003c\/p\u003e \u003cp\u003eKey Words 459\u003c\/p\u003e \u003cp\u003eGlossary 460\u003c\/p\u003e \u003cp\u003eIndex 475\u003c\/p\u003e \u003cb\u003eJames A Bardi,\u003c\/b\u003e Ed.D, CHAis the director of the Hospitality Management Program at Penn State Berks Campus and the World Campus at Penn State University.","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989372354789,"sku":"NP9780470637524","price":100.5,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470637524.jpg?v=1761783857","url":"https:\/\/k12savings.com\/es\/products\/hotel-front-office-management-isbn-9780470637524","provider":"K12savings","version":"1.0","type":"link"}