Ulteriori informazioni
Informationen zum Autor James A Bardi, Ed.D, CHAis the director of the Hospitality Management Program at Penn State Berks Campus and the World Campus at Penn State University. Klappentext Hotel Front Office Management uses a human resources approach to cover the unique management and operational challenges in the front offices of today's hotels and lodging facilities. This Fifth Edition continues its emphasis on applying theory and management strategies, as well as providing updated material on select-service hotel front office operation. It addresses the impact of the recession on the hotel business and discusses the impact of social media and guestroom technology on the hotel business and how the Internet is the single most important travel planning and distribution channel in hospitality. There is also new and updated information on environmental and sustainability issues, particularly as it relates to housekeeping topics. Zusammenfassung Hotel Front Office Management uses a human resources approach to cover the unique management and operational challenges in the front offices of today's hotels and lodging facilities. This Fifth Edition continues its emphasis on applying theory and management strategies, as well as providing updated material on select-service hotel front office operation. It addresses the impact of the recession on the hotel business and discusses the impact of social media and guestroom technology on the hotel business and how the Internet is the single most important travel planning and distribution channel in hospitality. There is also new and updated information on environmental and sustainability issues, particularly as it relates to housekeeping topics. Inhaltsverzeichnis Preface xi Acknowledgments xvii Chapter 1 Introduction to Hotel Management 1 Founders of the Hotel Industry 2 Historical Developments 5 Overview of the Hotel Industry 12 Types of Lodging Facilities 14 Market Orientation 17 Sales Indicators 17 Levels of Service 20 Business Affiliations 21 Trends That Foster Growth 27 Career Development 31 Solution to Opening Dilemma 35 Chapter Recap 35 End-of-Chapter Questions 36 Notes 38 Key Words 40 Chapter 2 Hotel Organization and the Front Office Manager 41 Organization of Lodging Properties 42 Organization Charts 43 Typical Job Responsibilities of Department Managers 50 Organization of the Front Office Department 59 Function of the Front Office Manager 62 Staffing the Front Office 69 Solution to Opening Dilemma 72 Chapter Recap 73 End-of-Chapter Questions 73 Key Words 76 Chapter 3 Effective Interdepartmental Communications 78 Role of the Front Office in Interdepartmental Communications 79 Front Office Interaction with Other Departments in the Hotel 79 Analyzing the Lines of Communications 88 Solution to Opening Dilemma 94 Chapter Recap 94 End-of-Chapter Questions 94 Key Words 99 Chapter 4 Property Management Systems 100 Physical Structure and Positioning of the Front Desk 102 Selecting a Property Management System 104 Procedure for Performing a Needs Analysis 105 Other PMS Selection Considerations 113 Financial Considerations 115 PMS Applications 116 Solution to Opening Dilemma 130 Chapter Recap 130 End-of-Chapter Questions 131 Notes 133 Key Words 133 Chapter 5 Systemwide Reservations 135 Importance of a Reservation System 136 Overview of the Reservation System 137 Types of Reservation Systems 142 Sources of Reservations 143 Forecasting Reservations 148 Overbooking (Occupancy Management) 150 Revenue Management 153 Process...
