Front Office Operations & Management - Softcover

Ismail, Ahmed

Softcover

ISBN 10: 0766823431 ISBN 13: 9780766823433

Publisher: Cengage Learning, 2001

Synopsis

For Hotel Management training in both large chains and smaller organizations, as well as meeting professionals, this book introduces concepts of organization, communication, ethics and policy within a hotel. The primary focus is the front office, housekeeping, reservations and night audit departments. Other departments are discussed to provide and understanding of how these departments relate to the front office and how they operate to enhance the guest experience. An introduction of basic analyses, techniques and trends both in policy and technology are reviewed as they relate to management and the guest. The book gives readers a "real world" understanding of the hotel industry balancing its past, present and future. This book portrays the nature and operation of hotels as they exist today. It reveals the inner workings of a hotel, preparing readers for what to expect in the current and future hotel market. The Property Management System has dramatically changed hotel operations, therefore extensive time has been devoted to covering this technology. Additional chapters feature analysis of the physical makeup of hotels, yield management, and operational techniques. Performance measurements and analysis of what makes a truly successful hotel are discussed in detail. Finally, because hotel management is and will always be about people, chapters are devoted to both the hotel guest and hotel employee. The arrival chronology is discussed from arrival to departure.

About this title

About the Author:

Ahmed Ismail holds a B.A in Management from Adolphus College. His experiences in the hospitality industry inlcude Hotel Sales and Operations, Front Desk Supervision and Accounting Supervision. He has received numerous industry awards, including the NCAA Contribution Award for Hospitality, and the Bill Tiefel Hospitality Award, which he received twice.

Review:

Chapter 1: Hotels- Past and Present. Chapter 2: Hotel Classifications. Chapter 3: The Hotel Guest. Chapter 4: The Guest Room. Chapter 5: Hotel Organization. Chapter 6: Front Office Overview. Chapter 7: Room Rate Structure. Chapter 8: The Property Management System. Chapter 9: Guest Accounting. Chapter 10: Night Audit. Chapter 11: Housekeeping. Chapter 12: Reservations and Forecasting. Chapter 13: Measuring Hotel Performance. Chapter 14: Guest Service.

About this edition

• Publisher: Cengage Learning
• Publication date: 2001
• ISBN 10: 0766823431
• ISBN 13: 9780766823433
• Binding: Paperback
• Edition number: 1
• Number of pages: 384