00000cam a22000004i 4500 UP-99796217611492780 Buklod 20141129091904.0 a r |||| u| ta 120424s2013 maua rb |001 0|eng d 9780132991346 (iLib)UPD-00238805773 DLC DCHE rda eng DMLUC TX 911 V352 2013 Vallen, Gary K. author. Check-in check-out Gary K. Vallen, Jerome J. Vallen. Ninth edition. Boston Pearson c2013. xv, 434 pages illustrations (some color) 29 cm text rdacontent unmediated rdamedia volume rdacarrier Includes bibliographical references and index. 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. Hotel management. Motel management. Vallen, Jerome J. author. FO UPD DCHE TX 911 V352 2013 Book