Hotel Front Office Management uses a human resources approach to cover the unique management and operational challenges in the front offices of today's hotels and lodging facilities. This Fifth Edition continues its emphasis on applying theory and management strategies, as well as providing updated material on select-service hotel front office operation. It addresses the impact of the recession on the hotel business and discusses the impact of social media and guestroom technology on the hotel business and how the Internet is the single most important travel planning and distribution channel in hospitality. There is also new and updated information on environmental and sustainability issues, particularly as it relates to housekeeping topics.
Hotel Front Office Management uses a human resources approach to cover the unique management and operational challenges in the front offices of today's hotels and lodging facilities.
Chapter 1 Introduction to hotel management 1 Chapter 2 Hotel organization and the front office manager 37 Chapter 3 Effective interdepartmental communications 73 Chapter 4 Property management systems 95 Chapter 5 Systemwide reservations 129 Chapter 6 Revenue management 165 Chapter 7 Guest registration 184 Chapter 8 Managing the financials 222 Chapter 9 Guest checkout 237 Chapter 10 Preparation and review of the night audit 261 Chapter 11 Managing hospitality 308 Chapter 12 Training for hospitality 336 Chapter 13 Promoting in-house sales 362 Chapter 14 Security 381 Chapter 15 Executive housekeeping 411
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