Professional front office management / Robert H. Woods ... [et al.].

Contributor(s):

Woods, Robert H

Material type: Text

TextPublication details: Upper Saddle River, N.J. : Pearson/Prentice Hall, c2007.Description: xxvii, 676 p. : ill. ; 27 cmISBN:

0131700693

Subject(s):

DDC classification:

647.94068 WOO

Online resources:

Table of contents

Holdings
Item type	Current library	Call number	Copy number	Status	Barcode
Standard Loan	Moylish Library Main Collection	647.94068 WOO (Browse shelf(Opens below))	1	Available	39002100324996
Standard Loan	Moylish Library Main Collection	647.94068 WOO (Browse shelf(Opens below))	3	Available	39002100405464
Standard Loan	Moylish Library Main Collection	647.94068 WOO (Browse shelf(Opens below))	4	Available	39002100461392

Enhanced descriptions from Syndetics:

Appropriate for the Front Office Operations or Front Desk Operations course in Hospitality Management departments.

The text details policies and procedures that address the department's critical role of serving guests, coordinating employee communication and utilizing technology to benefit guests, staff and owners. The front office is the "hub" of the property's communications and operations systems and usually the first point of contact for a hotel guest.

Includes index.

Table of contents provided by Syndetics

Authors' Remarks (p. xv)
Foreword (p. xvii)
Preface (p. xxi)
Part I Context of Front Office Operations
1 Overview of the Lodging Industry (p. 1)
Chapter Outline (p. 1)
Chapter Preview (p. 2)
The FOM in Action: The Challenge (p. 3)
Lodging As Part of the Travel and Tourism/Hospitality Industry (p. 3)
Travel and Tourism: The Big Picture (p. 3)
Hospitality Industry (p. 5)
Accommodations (Lodging) Segment (p. 5)
Foodservices Segment (p. 8)
Other Hospitality Operations Segment (p. 10)
Classification of Hotels (p. 11)
Methods of Classification (p. 11)
Classification by Features and Guest Focus (p. 13)
Full-Service Hotels (p. 13)
Limited-Service Hotels (p. 17)
Extended-Stay Hotels (p. 21)
Convention Hotels and Conference Centers (p. 22)
Resorts and Time-Shares (p. 24)
Organization of Hotels (p. 26)
Small, Limited-Service Hotel (p. 26)
Large, Full-Service Hotel (p. 27)
Mega Hotel (p. 29)
Hotel Ownership and Management Alternatives (p. 34)
Lodging Industry Challenges (p. 37)
Broad-Based Challenges (All Segments) (p. 37)
Operating Issues (p. 37)
Marketing Issues (p. 39)
Technological Issues (p. 40)
Economic Issues (p. 40)
Segment-Specific Challenges (p. 41)
Full-Service Hotels (p. 42)
Limited-Service Hotels (p. 43)
Extended-Stay Hotels (p. 44)
Convention Hotels and Conference Centers (p. 45)
Resorts and Time-Shares (p. 46)
The FOM in Action: A Solution (p. 49)
Front Office Semantics List (p. 50)
Front Office and the Internet (p. 51)
Real-World Activities (p. 51)
2 Front Office and the Guests: Planning for Quality Service (p. 52)
Chapter Outline (p. 52)
Chapter Preview (p. 53)
The FOM in Action: The Challenge (p. 54)
Lodging as a Guest Service Business (p. 54)
Developing a Quality Culture (p. 58)
What Is Quality? (p. 58)
Role of Hotel Senior Managers in Quality (p. 61)
How Managers Plan for Quality (p. 63)
Model for Quality (p. 65)
Planning Guest Service Processes (p. 67)
Recognizing Basic Concerns (p. 68)
Determining Guests' Service Expectations (p. 71)
Establishing Quality Processes that Yield Exemplary Guest SService (p. 72)
Designing Work Processes (p. 73)
Process Revision Is Ongoing (p. 74)
Evaluating Work Processes (p. 75)
Managing Work Processes (p. 76)
Enhancing Moments of Truth (p. 76)
Delivering Guest Service Through Employees (p. 78)
Empower Staff with Service Authority (p. 80)
Ensure that Guest-Friendly Processes Are Used (p. 82)
Emphasize Continuous Quality Improvement (p. 82)
The FOM in Action: A Solution (p. 85)
Front Office Semantics List (p. 86)
Front Office and the Internet (p. 86)
Real-World Activities (p. 87)
3 Overview of the Front Office Department (p. 88)
Chapter Outline (p. 88)
Chapter Preview (p. 89)
The FOM in Action: The Challenge (p. 90)
Front Office Functions and Responsibilities (p. 90)
Primary Function: Coordinate Guest Services (p. 91)
Specific Activities: Deliver Guest Services (p. 93)
Front Office Responsibilities (p. 94)
Front Office Organization (p. 96)
Small Hotel (75 Rooms) (p. 98)
Large Hotel (350 Rooms) (p. 99)
Mega Hotel (3,000 Rooms) (p. 99)
Front Office Positions (p. 102)
Management Positions (p. 103)
Nonmanagement Positions (p. 109)
Human Resources Management (Entry-Level Personnel) (p. 116)
Recruitment and Selection (p. 117)
Orientation and Training (p. 120)
Motivation and Leadership (p. 124)
Staffing and Scheduling (p. 128)
The FOM in Action: A Solution (p. 135)
Front Office Semantics List (p. 135)
Front Office and the Internet (p. 136)
Real-World Activities (p. 136)
Part II How Technology Helps Front Office Operations
4 Front Office Property Management System (p. 138)
Chapter Outline (p. 138)
Chapter Preview (p. 139)
The FOM in Action: The Challenge (p. 140)
Four Rs of Front Office Information Management (p. 140)
R1 Reservations Management (p. 142)
R2 Rooms Management (p. 144)
R3 Revenue Management (p. 144)
R4 Records and Accounts Management (p. 145)
Pms Report Development, Distribution, and Analysis (p. 146)
Selection of Most Useful Reports (p. 147)
Distribution of Reports (p. 149)
Report Analysis (p. 150)
Understanding Past Performance (p. 153)
Forecasting Future Performance (p. 154)
Reservations Management Data (p. 156)
Guest Information (p. 157)
Guest Request Information (p. 159)
Rooms Management Data (p. 161)
Room Type (p. 162)
Room Status (p. 165)
Revenue Management Data (p. 166)
Forecasting Demand (p. 168)
Pricing Inventory (p. 169)
Records and Accounts Management (p. 170)
Records Management (p. 170)
Accounts Management (p. 171)
Selecting a Pms (p. 174)
The FOM in Action: A Solution (p. 179)
Front Office Semantics List (p. 180)
The Front Office and the Internet (p. 180)
Real-World Activities (p. 180)
5 Managing Forecast Data (p. 182)
Chapter Outline (p. 182)
Chapter Preview (p. 183)
The FOM in Action: The Challenge (p. 184)
The FOM As Forecaster (p. 184)
Tracking Room Demand (p. 188)
Computation of Occupancy Forecast (p. 189)
No-shows (p. 190)
Early Departures (p. 191)
Overstays (p. 192)
Use of Current and Future Data (p. 192)
Using Predictive Data Sources (p. 197)
Transient Guests (p. 198)
Internal Data (p. 199)
External Data (p. 200)
Group Guests (p. 205)
Group History (p. 206)
Group Cutoffs (p. 207)
Managing Occupancy Forecast Reports (p. 210)
Pickup Reports (p. 211)
Ten-Day Forecasts (p. 213)
Thirty-Day Forecasts (p. 215)
Extended Forecasts (p. 218)
Other Forecasting Issues (p. 221)
Impact on Pricing (p. 222)
Evaluation of Effectiveness (p. 223)
The FOM in Action: A Solution (p. 226)
Front Office Semantics List (p. 227)
Front Office and the Internet (p. 227)
Real-World Activities (p. 228)
6 Revenue Management (p. 229)
Chapter Outline (p. 229)
Chapter Preview (p. 230)
The FOM in Action: The Challenge (p. 231)
Role of The Revenue Manager (p. 231)
Revenue Management (p. 235)
Room Rate Management (p. 237)
Room Rate Economics (p. 240)
Rate Types (p. 242)
Rate Determination (p. 245)
Traditional Pricing Strategies (p. 246)
Web-Influenced Pricing Strategies (p. 250)
Revenue Management Tools (p. 254)
Room Types (p. 255)
Market Codes (p. 256)
Track Codes (p. 259)
Revenue Management Essentials (p. 262)
Managing Occupancy (p. 263)
Managing ADR (p. 266)
Evaluating Effectiveness (p. 268)
Occupancy Index (p. 268)
ADR Index (p. 269)
RevPar Index (p. 270)
GoPar (p. 272)
Yield Management (p. 274)
Philosophy (p. 274)
Implementation (p. 276)
Techniques (p. 277)
The FOM in Action: A Solution (p. 279)
Front Office Semantics List (p. 281)
Front Office and the Internet (p. 282)
Real-World Activities (p. 282)
7 Distribution Channel Management (p. 284)
Chapter Outline (p. 284)
Chapter Preview (p. 285)
The FOM in Action: The Challenge (p. 286)
Overview of Distribution Channels (p. 286)
Brief History of Distribution Channels (p. 288)
Use of Intermediaries (p. 292)
Current Distribution Channels (p. 296)
Management of Distribution Channels (p. 297)
Walk-In Guests (p. 299)
Telephone (p. 300)
Fax (p. 301)
E-Mail and Traditional Mail (p. 301)
Group-Sales Department (p. 302)
Global Distribution System (p. 303)
Central Reservation System (p. 305)
Internet (p. 306)
Property Web Site (p. 311)
Chain Web Site (p. 312)
Third-Party Web Sites (p. 313)
Merchant Model (p. 313)
Opaque Model (p. 315)
An Evolving Channel (p. 316)
Challenges of Distribution Channel Management (p. 317)
Inventory Ownership (p. 318)
Control of Web Site Access (p. 320)
Guest- and Sales-Related Issues (p. 321)
Rate Consciousness (p. 321)
Group-Block Management (p. 322)
Occupancy Tax Liability (p. 324)
The FOM in Action: A Solution (p. 327)
Front Office Semantics List (p. 327)
Front Office and The Internet (p. 328)
Real-World Activities (p. 328)
8 Management of Data-Generating Front Office Subsystems (p. 329)
Chapter Outline (p. 329)
Chapter Preview (p. 330)
The FOM in Action: The Challenge (p. 331)
Overview of Front Office Data Subsystems (p. 331)
Revenue-Generating Subsystems (p. 335)
Non-Revenue-Generating Subsystems (p. 336)
Diagnosis of Subsystem Malfunctions (p. 338)
Management of Interfaced Subsystems (p. 339)
Telephones (p. 339)
Auto-Attendant (p. 341)
Voice Mail (p. 342)
Message on Hold (p. 342)
Automated Wake-Up (p. 343)
Call Accounting (p. 343)
Recodable Locks (p. 347)
Pay-per-View Services (p. 349)
In-Room Vending (p. 349)
Point-of-Sale (POS) Systems (p. 351)
Property-Specific Interfaces (p. 352)
Credit, T&E, and Debit Card Payments (p. 352)
Management of Noninterfaced Subsystems (p. 355)
Telephones (p. 356)
Messages (p. 357)
Wake-Up Calls (p. 357)
Internet Access (p. 359)
Pay-per-View Services (p. 359)
In-Room Vending (p. 360)
Point-of-Sale (POS) Systems (p. 361)
Guest Laundry (p. 361)
Credit, T&E, and Debit Card Payments (p. 363)
Back-Office Accounting (p. 364)
The FOM in Action: A Solution (p. 367)
Front Office Semantics List (p. 367)
Front Office and the Internet (p. 368)
Real-World Activities (p. 368)
Part III Front Office and the Guest Cycle
9 Reservation, Reception, and Room Assignment Management (p. 369)
Chapter Outline (p. 369)
Chapter Preview (p. 370)
The FOM in Action: The Challenge (p. 371)
Managing Guest Reservations (p. 371)
Individual Reservations (p. 372)
Prepaid Reservations (p. 373)
Guaranteed Reservations (p. 374)
Nonguaranteed Reservations (p. 375)
Walk-In Guests (p. 375)
Group Reservations (p. 376)
Group Folios (p. 378)
Room Block Management (p. 379)
Individual Call-In Reservations (p. 379)
Rooming List Reservations (p. 380)
Group-Submitted Rooming List (p. 380)
CVB-Submitted Rooming List (p. 381)
Reservation Cancellations (p. 382)
Managing Guest Reception (p. 384)
Arrival List (p. 385)
Upselling (p. 389)
Registration (p. 389)
Information Accuracy (p. 389)
Departure Date Confirmation (p. 389)
Rate Agreement (p. 390)
Guest-Initiated Difficulties (p. 390)
Property-Initiated Difficulties (p. 390)
Methods of Payment (p. 392)
Payment Card (p. 392)
Direct Bill (p. 393)
Cash (p. 393)
Prepaid Deposit (p. 397)
Complimentary (p. 397)
Managing Room Assignments (p. 398)
Room Selection (p. 398)
Issuance of Room Keys (p. 400)
Timing Concerns (p. 400)
Security-Related Concerns (p. 401)
Walking Arriving Guests (p. 402)
Recording No-Shows (p. 403)
Reviewing Check-in Innovations and Challenges (p. 405)
The FOM in Action: A Solution (p. 408)
Front Office Semantics List (p. 409)
Front Office and the Internet (p. 410)
Real-World Activities (p. 410)
10 Front Office and the Guests: Delivering Quality Service (p. 411)
Chapter Outline (p. 411)
Chapter Preview (p. 412)
The FOM in Action: The Challenge (p. 413)
Making First Impressions (p. 413)
Being Professional (p. 418)
Delivering Service During Guest Visits (p. 427)
Telephone Skills (p. 428)
In-Room Needs (p. 429)
Requests for Information (p. 432)
Emergencies (p. 432)
Other Opportunities for Service (p. 434)
Providing Personalized Attention: Uniformed Services (p. 438)
Bell Services Attendants (p. 438)
Concierge Staff (p. 441)
Managing Guest Complaints (p. 444)
Service Problems Do Occur (p. 445)
Service Recovery Model (p. 446)
Evaluating Guest Service (p. 449)
Guest Comment Cards (p. 449)
Mystery Shoppers (p. 451)
Franchisor Report Cards (p. 452)
Another Tactic: Ask Employees and Guests (p. 453)
The FOM in Action: A Solution (p. 459)
Front Office Semantics List (p. 461)
Front Office and the Internet (p. 461)
Real-World Activities (p. 462)
11 Guest Charges, Payment, and Check-Out (p. 463)
Chapter Outline (p. 463)
Chapter Preview (p. 464)
The FOM in Action: The Challenge (p. 465)
Accounting for Guest Charges (p. 465)
Accounting Fundamentals (p. 467)
Bookkeeping and Accounting (p. 468)
Debits and Credits (p. 470)
Posting Responsibilities (p. 474)
Front-Office Accounting (p. 474)
Posting to Guest Ledger (p. 476)
Posting to City Ledger (p. 477)
Adjusting Accounts (p. 478)
Back-Office Accounting (p. 480)
Transfers to Hotel Receivable Accounts (p. 480)
Payment Cards (p. 480)
Direct Bills (p. 483)
Transfers to House Accounts (p. 483)
Managing Guest Credit (p. 485)
Establishing Credit Limits (p. 486)
Monitoring Credit Limits (p. 488)
Managing the Check-Out Process (p. 490)
Check-Out Fundamentals (p. 491)
Account Settlement Methods (p. 494)
Cash and Check (p. 495)
Payment Card (p. 497)
Direct Bill (p. 497)
Combined Settlement (p. 498)
No-Show Billing (p. 499)
Check-Out Challenges (p. 501)
Late Check-Out Charges (p. 502)
Express Check-Out (p. 503)
Unpaid Accounts (p. 503)
Other Check-Out Challenges (p. 505)
Room Damage Assessments (p. 505)
Group Allowances Strategies (p. 506)
Adjustments for Complaints Made After Check-Out (p. 506)
The FOM in Action: A Solution (p. 509)
Front Office Semantics List (p. 510)
Front Office and the Internet (p. 510)
Real-World Activities (p. 511)
12 Night Audit and Report Management (p. 512)
Chapter Outline (p. 512)
Chapter Preview (p. 513)
The FOM in Action: The Challenge (p. 514)
Overview of Night Audit Functions (p. 514)
Accounting Review Functions (p. 516)
Review of Guest Charges (p. 516)
Review of Non-Guest Charges and Property Accounting (p. 517)
Reporting and Data Management Functions (p. 518)
Data Reports (p. 518)
Data Management (p. 520)
Position of Night Auditor (p. 520)
Accounting for Guest Charges (p. 522)
Folio Accounting (p. 522)
Bucket Check (p. 525)
No-Show Billings (p. 526)
End-of-Day Balances (p. 527)
Accounting for Other Revenues (p. 528)
Ledger Management (p. 528)
Guest Ledger (p. 529)
City Ledger (p. 531)
Credit Balance Management (p. 532)
Credit Limit Reports (p. 532)
Credit Limit Strategies (p. 534)
End-of-Day Reconciliations (p. 535)
Other Night Audit Tasks (p. 536)
Data Reporting (p. 537)
Purpose of Night Audit Reports (p. 538)
Sources of Data (p. 539)
Types of Reports (p. 539)
Emergency Reports (p. 539)
Revenue Generation Reports (p. 540)
Reservation Activity Reports (p. 541)
Exception Reports (p. 542)
Management-Oriented Reports (p. 543)
Report Distribution (p. 546)
Data Management (p. 549)
Types of Data (p. 550)
Data Resetting (p. 550)
Data Archiving (p. 550)
The FOM in Action: A Solution (p. 553)
Front Office Semantics List (p. 553)
Front Office and the Internet (p. 553)
Real-World Activities (p. 554)
Part IV Special Concerns of the Front Office
13 Front Office Manager and the Law (p. 555)
Chapter Outline (p. 555)
Chapter Preview (p. 556)
The FOM in Action: The Challenge (p. 557)
Front Office Manager and the Law (p. 557)
Overview of Legal Obligations (p. 558)
Duties and Standards of Care (p. 560)
Front Office Contracts for Guest Accommodations (p. 563)
Contract Basics (p. 563)
Accommodation of Guests (p. 568)
Front Desk and Legal Concerns: Guest Safety (p. 570)
Front Desk and Other Legal Concerns (p. 573)
Guest Privacy (p. 573)
Guest Removal (p. 576)
Guest Property (p. 579)
Guest Nonpayment (p. 585)
Illness and Death in Guestrooms (p. 586)
The FOM in Action: A Solution (p. 588)
Front Office Semantics List (p. 590)
Front Office and the Internet (p. 590)
Real-World Activities (p. 590)
14 Front Office: Hub of the Hotel (p. 592)
Chapter Outline (p. 592)
Chapter Preview (p. 593)
The FOM in Action: The Challenge (p. 594)
The Executive Committee (p. 594)
Role of the Executive Committee (p. 594)
Concerns of the Executive Committee (p. 594)
How Front Office Information Assists All Departments (p. 598)
Scheduling Staff (p. 598)
Planning Work Volumes and Personnel Assignments (p. 599)
Front Office Interactions with Guest Contact Departments (p. 601)
General Manager (p. 601)
Guestroom Reports (p. 601)
Financial Concerns (p. 605)
Service Recommendations (p. 606)
Day-to-Day Operations (p. 606)
Marketing and Sales Department (p. 606)
Food and Beverage Department (p. 609)
Front Office Interactions with Building Services Departments (p. 613)
Accounting Department (p. 613)
Housekeeping Department (p. 615)
Morning Room Check (p. 615)
Afternoon Room Check (p. 616)
Other Coordinating Activities (p. 616)
Security Department (p. 618)
Security Precautions (p. 619)
Security and Safety Incidents (p. 620)
Guest Notification in Emergencies (p. 622)
Fires (p. 626)
Bomb Threats (p. 627)
Power Outages (p. 628)
Earthquakes (p. 629)
Hurricanes and Tornadoes (p. 630)
Terrorism (p. 632)
Maintenance and Engineering Department (p. 633)
Role of Front Office: Hub of the Hotel (p. 636)
The FOM in Action: A Solution (p. 639)
Front Office Semantics List (p. 640)
Front Office and the Internet (p. 640)
Real-World Activities (p. 641)
Glossary (p. 642)
Photo Credits (p. 663)
Index (p. 665)