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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 systemsand usually the first point of contact for a hotel guest.

Professional Front Office Management: Pearson New International Edition

• Contents


• Glossary


• A


• B


• C


• D


• E


• F


• G


• H


• I


• J


• K


• L


• M


• N


• O


• P


• Q


• R


• S


• T


• U


• V


• W


• X


• Y


• Z


• 1. Overview of the Lodging Industry


• 2. Front Office and the Guests: Planning for Quality Service


• 3. Overview of the Front Office Department


• 4. Front Office Property Management System


• 5. Managing Forecast Data


• 6. Revenue Management


• 7. Distribution Channel Management


• 8. Management of Data-Generating Front Office Subsystems


• 9. Reservation, Reception, and Room Assignment Management


• 10. Front Office and the Guests: Delivering Quality Service


• 11. Guest Charges, Payment, and Check-Out


• 12. Night Audit and Report Management


• 13. Front Office: Hub of the Hotel


• Index


• A


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• C


• D


• E


• F


• G


• H


• I


• J


• K


• L


• M


• N


• O


• P


• Q


• R


• S


• T


• U


• V


• W


• Y