Professional Front Office Management : 9780131700697

Professional Front Office Management

Hayes & Ninemeier
 
Edition
 
1
ISBN
 
9780131700697
ISBN 10
 
0131700693
Published
 
20/02/2006
Published by
 
Pearson Higher Ed USA
Pages
 
704
Format
 
In stock
 
Title type
Book
$196.99
 
 
 
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.

Table of contents

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:  The Front Office Manager and the Law

 

Chapter 14:  Front Office:  The Hub of the Hotel

 

Glossary
Features & benefits

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 communcation 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.

 

The text is written with the context that the Front Office Department's primary function is to "connect" the property and its employees with the guests.

 

HALLMARK FEATURES:

  • Content is equally dividided between:
  1. An emphasis on providing guest service
  2. Facilitating the work of employees in other departments as they provide service
  3. Using technology to meet the needs of guests and hotel employee peers
  • Organized into four sections:
  1. The Context of Front Office Operations
  2. Technology Helps Front Office Operations
  3. Front Office and the Guest Cycle
  4. Special Front Office Concerns
  • This text has un-parralleled pedagogical Aides:
  1. 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".