Check-in check-out - Vallen, Gary K.; Vallen, Jerome J. (Boston Pearson, 2013)
Machine generated contents note: pt. 1 The Hotel Industry -- ch. 1 The Traditional Hotel Industry -- Understanding the Hotel Business -- The Service Culture -- A Cyclical Industry -- How Hotels Count and Measure -- Special Characteristics of the Hotel Business -- Traditional Classifications -- Size -- Class -- Type -- Plan -- Variations on the Themes -- Summary -- ch. 2 The Modern Hotel Industry -- New Product Patterns -- Segmentation, Brand, and Image -- New Product Segments -- Mixed-Use Projects and Other Hotel Segments -- New Market Patterns -- Marketing to the Individual Guest -- Marketing to the Group -- New Ownership Patterns -- The State of the Industry -- Ownership and Financing Alternatives -- New Management Patterns -- Hotel Chains -- Management Contracts and Management Companies -- Summary -- ch. 3 The Structures of the Hotel Industry -- The Organizational Structure -- Ownership -- The General Manager -- The Hotel (or Resident) Manager -- The Rooms Manager -- Manager of Guest Services -- The Building Structure -- The Old Versus the New -- Numbering for Identification -- Room Shape and Size -- Bed and Bath -- Summary -- pt. 2 The Reservation Process -- ch. 4 Forecasting Availability and Overbooking -- Forecasting Available Rooms -- The Simple, Unadjusted Room Count -- Adjusted Room Count -- Overbooking -- The Perfect Fill -- Reservations Are Legal Contracts -- Minimizing the Overbooking Problem -- Summary -- ch. 5 Global Reservations Technologies -- Global Distribution -- A Brief History -- Seamless Connectivity -- Application Service Providers -- Traditional Reservation Channels -- Other Trends in Electronic Reservations -- Automated Revenue Management Systems -- The Yield Management Revolution -- Automated Yield Management Systems -- Summary -- ch. 6 Individual Reservations and Group Bookings -- Components of the Reservation -- Automated Phone Systems -- Information Contained in the Reservation -- Reservation Information Flow -- Reservation Coding -- Convention and Tour Group Business -- The Group Rooms Contribution -- Segments of Group Business -- Booking the Convention -- Negotiating Convention Rates -- Handling Tour Group Reservations -- Summary -- pt. 3 Guest Services and Rate Structures -- ch. 7 Managing Guest Services -- Total Quality Management -- Total Quality Management in Innkeeping -- The Real Components of TQM -- Total Quality Management Defined -- Customer Relations Management -- Customer Relation Denied -- Measuring Guest Services -- Americans with Disabilities Act -- Complaints -- Summary -- ch. 8 From Arrival to Rooming -- Greeted on Arrival -- Moments of Truth -- Registration -- Walk-Ins -- Registered, Not Assigned (RNA) -- Waiting Lines -- The Registration Card -- Assignment -- No-Smoking Rooms -- Pets -- The Assignment Process -- Did Not Stay -- Establishing Credit and Identity -- Rooming the Guest -- The Uniformed Services -- Rooming Slips -- Arriving at the Room -- Green Hotels -- Summary -- ch. 9 The Role of the Room Rate -- Room Rates and the Economy -- Supply and Demand -- Competition -- Elasticity -- Additional Factors in Rate --Surcharges -- Discounts from the Rack -- Time as a Factor in Rates -- Arrival Time -- Departure Time -- The 24-Hour Stay -- Day Rates -- Incentive Rates -- The American Plan Day -- Determining the "Proper" Room Rate -- The Hubbart Room-Rate Formula -- The Building Cost Rate Formula -- The Ideal Average Room Rate -- Upselling -- Summary -- pt. 4 The Revenue Cycle -- ch. 10 Billing the Guest Folio -- What the Chapter Is All About -- The Sale and Recordkeeping of Services -- Preparing the Folio -- Recording (Accounting for) Each Transaction -- Accounts Receivable -- Types of Accounts Receivable (A/R) -- The Folio: The Individual Account Receivable -- The Folio: The Group Account Receivable -- Understanding Charges and Credits -- Posting to the Folio (the Account Receivable) -- Overview of the Billing Procedure -- Recording Charges to Accounts Receivable -- Recording Credits to Accounts Receivable -- Summary -- ch. 11 Cash or Credit The City Ledger -- Cash -- Cash Paid-Outs -- Cash Receipts -- The Cashier's Daily Report -- Other Related Issues -- Credit and the City Ledger -- Review of the City Ledger -- Credit Cards -- Other Cards -- Other City-Ledger Categories -- Master Accounts -- Groups, Packages, and Company-Sponsored Functions -- Individual City-Ledger Receivables -- Managing Cash and Credit -- Managing Cash -- Managing Checks -- Managing Credit -- Summary -- pt. 5 Technology -- ch. 12 The Night Audit -- The Auditor and the Audit -- The Night Auditor -- Overview of the Audit -- Posting Room Charges -- Revenue Verification -- Reconciling Using a Property Management System -- Interfacing Different Systems -- Verifying Basic Data -- Reports from the Night Audit -- Reports to the Manager -- Summary -- ch. 13 Hotel Technology -- Technology in the Guest Room: Historical View -- A Look Back -- Costs and Benefits -- Technology in the Room: The New Generation -- Locking Systems -- Radio Frequency Identification -- Biometric Locking Systems -- Smartphone Applications -- Energy Management and Climate Control Systems -- Fire-Safety Systems -- Minibars -- In-Room Safes -- Communication Systems -- A Brief History of Telephone Service -- Internet Access -- Future of Hotel Telephones -- Wake-Up Systems -- Voice Mail -- Where's My Phone? -- Other Technologies -- In-Room Entertainment Systems -- At the Desk -- Summary.
Includes bibliographical references and index.
Keywords: Hotel management; Motel management