Description

For courses in hotel administration that focus on front desk operations or hotel management, and as an adjunct to other hotel courses such as housekeeping, hotel accounting, hotel marketing or hotel personnel/human resources.

Now in its 9th Edition, Check-in Check-Out remains the leading guide to managing profitable hotel operations. Extensively revised to reflect the industry’s rapid change, it presents rich detail about best practices and future directions, while offering the widest coverage of any book in the field. Students gain an intuitive understanding based on the flow of the guest’s experience: through reservation, arrival, registration, service purchasing, departure, billing, and recordkeeping. The entire rooms division is covered thoroughly, and linked to other hospitality functions, related industries, and the broader economy. Extensive new coverage includes: increased internationalisation; green operations; new financing sources; boutique and urban collections; new reservations strategies; and much more. This edition has been streamlined to help students learn more in less time, and contains 150+ exhibits to promote visual learning.

Features

For courses in hotel administration that focus on front desk operations or hotel management, and as an adjunct to other hotel courses such as housekeeping, hotel accounting, hotel marketing or hotel personnel/human resources.

Now in its Ninth Edition, Check-in Check-Out remains the leading guide to managing profitable hotel operations. Extensively revised to reflect the industry’s rapid change, it presents rich detail about best practices and future directions, while offering the widest coverage of any book in the field. Students gain an intuitive understanding based on the flow of the guest’s experience: through reservation, arrival, registration, service purchasing, departure, billing, and recordkeeping. The entire rooms division is covered thoroughly, and linked to other hospitality functions, related industries, and the broader economy. Extensive new coverage includes: increased internationalization; green operations; new financing sources; boutique and urban collections; new reservations strategies; and much more. This edition has been streamlined to help students learn more in less time, and contains 150+ exhibits to promote visual learning.

Hallmark Features

Offers students an intuitive understanding based on the familiar flow of the hotel guest’s experience. Follows the same flow as the guest, proceeding as the guest does, through reservation, arrival, registration, purchases of services, departure, billing, and recordkeeping; offers a logical and natural model for understanding the industry’s excitement and complexity, and setting priorities for learning.

Gives students broad insight into all aspects of the industry. Covers the entire rooms division (not just the front office), placing it in the context of the entire industry; addresses many important topics other books ignore, such as corporate housing, destination elevators, and trade advertising contracts.

Covers all the hospitality trends students need to understand. Illuminates topics ranging from all-inclusive and lifestyle hotels to increasing automation, new bath and lobby designs to smartcards.

Helps students focus on each chapter’s key concepts, and learn more efficiently. Opens each chapter with a paragraph that concisely summarizes its key points, and an outline that illuminates its structure and goals.

Offers multiple opportunities to enrich student instruction and promote exploration. Contains chapter-ending Resources and Challenges, including web-based assignments; interesting and timely news items reinforcing chapter content, and 10 True/False questions and answers in each chapter.

Promotes critical thinking while connecting theory to the day-to-day realities of the hospitality industry. “Incident” features challenge students to link each chapter’s content to real-world scenarios, and choose the best response as a hospitality manager or employee.

Helps students understand the industry’s interdependence with other industries. Covers hospitality’s linkages with franchising, credit cards, real estate, telecommunications, and other industries.

Clearly explains all the industry terminology students need to master. Contains the most complete glossary of any hotel text, as well as definitions on first usage throughout.

Simplifies access to information. Contains extensive visual exhibits, extensive cross-referencing to related information, and an outstanding cross-referenced index with over 4,000 entries.

Helps students learn visually. Contains approximately 150 exhibits that familiarize students with ever

New to this Edition

Contains extensive new coverage of emerging hospitality industry trends ranging from globalization to “greening,” new reservation strategies to new financing sources, presented in a streamlined organization that helps students and instructors cover the entire subject more quickly.

Improved! Streamlined organization–combining two chapters and simplifying the outline

• Helps students and instructors cover the entire book in the limited time they have available

Updated! Reflects the hotel industry’s cyclical nature–addressing cyclicality throughout the text

• Helps students anticipate how economic changes will affect their careers, and prepare appropriately

Expanded! Covers the internationalization of the lodging industry more thoroughly–adding new examples from around the world

• Helps students understand how globalization is impacting lodging, so they can serve global clienteles and pursue opportunities with global firms or in locations outside the U.S.

New! Covers many new types of hotel financing–including the emergence and growth of sovereign wealth funds

• Helps students understand new options for hotel financing, and participate in pursuing those funding sources

New! Explains the industry’s increasing focus on green practices and the environment–presenting “green” best practices wherever appropriate

• Prepares students to promote cost-effective green practices internally and through external marketing

New! Covers powerful new approaches to reservation and rate setting–including dynamic pricing and the use of online travel agencies (OTAs)

• Introduces students to the latest strategies for increasing hotel profitability

Updated! Covers major shifts in the hotel communication environment–demonstrating their impact on every aspect of innkeeping, from reservations to credit card room keys

• Helps students understand and delight today’s hotel customers

New! Highlights first references to new terms–presenting new professional terms in boldface when first used and defined

• Helps students quickly identify and absorb the field’s most important specialized terminology

Table of Contents

GLOSSARY

PART I: THE HOTEL INDUSTRY

1. The Traditional Hotel Industry

2. The Modern Hotel Industry

3. The Structures of the Hotel Industry

 

PART II: THE RESERVATIONS PROCESS

4. Forecasting Availability and Overbooking

5. Global Reservations Technologies

6. Individual Reservations and Group Reservations

 

PART III: GUEST SERVICE AND RATE STRUCTURES

7. Managing Guest Services

8. Arrival, Registration, Assignment and Rooming

9. The Role of the Room Rate

 

PART IV: THE HOTEL REVENUE CYCLE

10. Billing the Guest Folio

11. Cash or Credit: The City Ledger

 

PART V: TECHNOLOGY

12. The Night Audit

13. Hotel Technology

 

BIBLIOGRAPHY

INDEX