Check-in check-out managing hotel operations

Synopsis

The leader in rooms management education and job-training for over two decades, this book provides exceptionally complete coverage of the hotel's front office and all of the support positions that make it work—from the global reservation network, to legal concerns, sales and marketing techniques, management issues, room rate formulas, and control and oversight. In a sequence that follows the flow of most guests—reservation, arrival, billing, departure, auditing and accounting—the book treats both the how (e.g., completing a reg. card) and the why (e.g., yield management) while keeping readers abreast of the trends currently affecting the industry. Topics focus on a broad view of lodging management with references throughout the chapters ranging from human resources to engineering; from accounting to telephone systems; from credit cards to email communications; from legal matters to travel agents; from environmental issues to global distribution systems; from spas to hurdle pricing. Covers new topics such as: web reservations; growth of timeshare sales and the new role of hotel companies therein; impact of internationalization—the global economy and hotelkeeping; room rates and their sensitivity to the economy; hotel safety and security after 9/11; collapsing organizational structures and the empowerment of the employee; new operational moves by the industry—some successful and some not; the challenge of franchising; the return of the hotel lease, replacing the management contract; and conventions, trade shows and other group businesses. A great reference for hotel industry executives, or used for on-the-job training in a variety of settings.