Description

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.

Features

• Content is equally dividided between:
  - An emphasis on providing guest service
  - Facilitating the work of employees in other departments as they provide service
  - Using technology to meet the needs of guests and hotel employee peers
• Organized into four sections:
  - The Context of Front Office Operations
  - Technology Helps Front Office Operations
  - Front Office and the Guest Cycle
  - Special Front Office Concerns
• This text has un-parralleled pedagogical Aides:
  - Chapter Preview, Chapter Roadmap, Chapter Outline, 'FOM in Action: A Challenge' (case study at the beginning of the chapter), 'FOM in Action: A Solution' (chapter ending case study solution), Front Office Semantics, Section Review and Discussion Questions, Chapter Graphics, 'From the Front Office Front-Line', Information Side Lights, 'Modern Fron Office Issues and Trends', 'Front Office and the Internet' and 'Real World Activities'.

Table of Contents

Glossary

Section 1: The Context of Front Office Operations

Chapter 1:  Overview of the Lodging Industry

Chapter 2:  Front Office and the Guests: Planning for Quality Service

Chapter 3:  Overview of the Front Office Department

Section 2: Technology Helps Front Office Operations

Chapter 4:  The Front Office Property Management System (PMS)

Chapter 5:  Managing Forecast Data

Chapter 6:  Revenue Management

Chapter 7:  Distribution Channel Management

Chapter 8:  Management of Data Generating Front Office Sub-Systems

Section 3: Front Office and the Guest Cycle

Chapter 9:  Reservation, Reception and Room Assignment Management

Chapter 10:  Front Office and the Guests:  Delivering Quality Service

Chapter 11:  Guest Charges, Payments and Check-Out

Chapter 12:  Night Audit and Report Management

Section 4: Special Front Office Concerns

Chapter 13:  Front Office:  The Hub of the Hotel