Front Office Management  (Paperback)

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.

Salient Features
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.

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