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Professional Front Office Management, 1/e


Professional Front Office Management, 1/e
Author(s)  Robert H. Woods, Michele A. Austin, David K. Hayes and Jack D. Ninemeier
ISBN  9788131717486
Imprint  Pearson Education
Copyright  2008
Pages  704
Binding  Paperback
List Price  Rs. 1140.00
  
 
 

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.
  • Contents
  • Features
  • Downloadable Resources


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
 


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.
  • 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.
  • The Context of Front Office Operations.
  • Technology Helps Front Office Operations.
  • Front Office and the Guest Cycle
  • Special Front Office Concerns.
 
Instructor Resources
 


 
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