Professional Front Office Management

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.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