9780133097108

This best-selling textbook provides an in-depth look at management of the front office and how this department interacts with other hotel departments to create a memorable guest experience. The eighth edition been revised with new material on the potential impact of automated information technologies on a variety of front office functions. This edition also includes new information on revenue managers, how blogging and social networking affect hotels, manual backup procedures for automated system failure, identity theft prevention, payment card security standards, and green hotels. In addition, important discussions of front office operations have been expanded throughout the text, especially with respect to human resources management, business forecasting, revenue management, budget planning, and front office staff interaction with sales, housekeeping, and security personnel.

About the Educational Institute

We Train The Best!

The American Hotel and Lodging Educational Institute (AHLEI) is the premier source for delivering quality hospitality education, training and professional certification that serves the needs of hospitality schools and industries worldwide.

The AHLEI meets and exceed its education and training mission by providing materials for all levels of hospitality personnel via: online learning, distance learning courses, videos, seminars, textbooks, and study guides.

Professional certification from the AHLEI is the ultimate distinction of professional excellence for the hospitality industry. It certifies and validates competencies in conjunction with academia and industry experts for over 35 positions in the hospitality industry; designations from front-line to general manager, including the prestigious CHA - the Certified Hotel Administrator.

Chapter: 1 The Lodging Industry

Chapter: 2 Hotel Organization

Chapter: 3 Front Office Operations

Chapter: 4 Reservations

Chapter: 5 Registration

Chapter: 6 Communications and Guest Services

Chapter: 7 Security and the Lodging Industry

Chapter: 8 Front Office Accounting

Chapter: 9 Check-Out and Account Settlement

Chapter: 10 The Role of Housekeeping in Hospitality Operations

Chapter: 11 The Front Office Audit

Chapter: 12 Planning and Evaluating Operations

Chapter: 13 Revenue Management

Chapter: 14 Managing Human Resources

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Managing Front Office Operations with Answer Sheet (AHLEI)

Managing Front Office Operations with Answer Sheet (AHLEI)

0133097102

Summary

Author Biography

Table of Contents

Supplemental Materials