List of Exhibits | p. xi |
Preface | p. xvii |
About the Authors | p. xxi |
Part 1 The Hotel Industry | p. 1 |
Chapter 1 The Traditional Hotel Industry | p. 3 |
Scope of the Industry | p. 4 |
A Look Back | p. 4 |
What Is the Hotel Business? | p. 6 |
Traditional Classifications | p. 13 |
Size | p. 13 |
Class | p. 15 |
Type | p. 21 |
Plan | p. 24 |
Summary | p. 28 |
Questions and Problems | p. 28 |
Notes | p. 29 |
Chapter 2 The Modern Hotel Industry | p. 31 |
New Product Patterns | p. 32 |
Segmentation of the Product Line | p. 32 |
New Market Patterns | p. 40 |
Marketing to the Individual Guest | p. 40 |
Marketing to the Group | p. 47 |
New Ownership Patterns | p. 53 |
The State of the Industry | p. 53 |
Ownership and Financing Alternatives | p. 58 |
New Management Patterns | p. 62 |
Chains | p. 62 |
Management Companies and Management Contracts | p. 65 |
Franchises | p. 67 |
Summary | p. 68 |
Questions and Problems | p. 69 |
Notes | p. 69 |
Chapter 3 The Structure of the Hotel Industry | p. 71 |
The Organizational Structure | p. 72 |
The General Manager | p. 72 |
The Hotel Manager | p. 76 |
Structure of the Front Office | p. 81 |
What Is the Front Office? | p. 81 |
Design of the Front Office | p. 88 |
Working Hours of the Front Office | p. 92 |
The Building Structure | p. 94 |
The Old versus the New | p. 94 |
Numbering for Identification | p. 99 |
Room Shape and Size | p. 100 |
Bed and Bath | p. 102 |
Summary | p. 106 |
Questions and Problems | p. 107 |
Notes | p. 108 |
Part 11 The Reservations Process | p. 109 |
Chapter 4 Changing Methods for Making Today's Reservations | p. 111 |
Global Distribution | p. 112 |
The Airline Systems | p. 113 |
Seamless Connectivity | p. 114 |
Taking the Reservation | p. 117 |
Other Electronic Reservations Trends | p. 124 |
Automated Revenue Management Systems | p. 126 |
The Yield Management Revolution | p. 127 |
Automated Yield Management Systems | p. 132 |
Summary | p. 137 |
Questions and Problems | p. 137 |
Notes | p. 138 |
Chapter 5 Individual and Group Reservations | p. 139 |
Components of the Reservation | p. 140 |
Information Contained in the Reservation | p. 140 |
Confirming the Reservation | p. 144 |
Electronic Reservations | p. 146 |
Reservation Coding | p. 151 |
Convention and Tour Group Business | p. 154 |
The Group Rooms Contribution | p. 156 |
Categories of Group Business | p. 161 |
Convention Reservations | p. 162 |
Negotiating Convention Rates | p. 166 |
Handling the Tour Group Reservation | p. 168 |
Summary | p. 169 |
Questions and Problems | p. 169 |
Notes | p. 170 |
Chapter 6 Forecasting Availability and Overbooking | p. 171 |
Forecasting Availability | p. 172 |
Simple, Unadjusted Room Count | p. 172 |
Adjusted Room Count | p. 176 |
Overbooking | p. 187 |
Reservations as Legal Contracts | p. 187 |
Minimizing the Overbooking Problem | p. 193 |
Summary | p. 197 |
Questions and Problems | p. 197 |
Note | p. 198 |
Part III Guest Service and Rate Structures | p. 199 |
Chapter 7 Managing Guest Service | p. 201 |
Brief History of Quality Management | p. 202 |
Quality Management in Manufacturing | p. 202 |
Quality Management in Innkeeping | p. 203 |
What Is Quality Management? | p. 205 |
The Basic Product | p. 205 |
Quality Management Defined | p. 207 |
Quality Management Denied | p. 214 |
Implementing Guest Service | p. 215 |
Measuring Guest Service | p. 215 |
Quality Guarantees | p. 217 |
Complaints | p. 223 |
Summary | p. 233 |
Questions and Problems | p. 233 |
Notes | p. 234 |
Chapter 8 The Guest Arrival Process | p. 235 |
The Arriving Guest | p. 236 |
A Moment of Truth | p. 236 |
Guest Registration | p. 239 |
Completing the Registration | p. 251 |
The Room Selection Process | p. 251 |
Establishing Guest Credit | p. 258 |
The Rooming Process | p. 260 |
Uniformed Services | p. 260 |
The Bell Staff | p. 262 |
Summary | p. 269 |
Questions and Problems | p. 269 |
Notes | p. 271 |
Chapter 9 Setting the Room Rate | p. 273 |
Factors in Establishing the Room Rate | p. 274 |
Hotel Room Demand | p. 274 |
Discounts of Rack Rate | p. 280 |
Additional Rate Variations | p. 290 |
Time Is Money | p. 292 |
Determining the Proper Room Rate | p. 296 |
Traditional Rate Calculations | p. 297 |
The Impact of Up-selling and Discounting | p. 305 |
Summary | p. 311 |
Questions and Problems | p. 311 |
Notes | p. 312 |
Part IV The Hotel Revenue Cycle | p. 315 |
Chapter 10 Billing the Guest Folio | p. 319 |
Accounts Receivable | p. 320 |
Types of Accounts Receivable | p. 320 |
The Folio: The Individual Account Receivable | p. 322 |
Understanding Debits and Credits | p. 327 |
Posting to Accounts Receivable | p. 331 |
Overview of the Billing Procedure | p. 331 |
Posting Debits (or Charges) to Accounts Receivable | p. 336 |
Posting Credits (or Payments) to Accounts Receivable | p. 340 |
Summary | p. 350 |
Questions and Problems | p. 351 |
Notes | p. 352 |
Chapter 11 Cash Transactions | p. 353 |
Handling Cash Transactions | p. 354 |
Cash Paid-outs | p. 354 |
Cash Receipts | p. 361 |
House Receipts and Expenses | p. 364 |
The Cashier's Daily Report | p. 366 |
Preparing the Cashier's Report | p. 366 |
The Income Audit | p. 374 |
Cash and Cash Equivalents | p. 380 |
Counterfeit Currency | p. 380 |
Check-Cashing Safeguards | p. 384 |
Summary | p. 390 |
Questions and Problems | p. 391 |
Notes | p. 392 |
Chapter 12 Credit and the City Ledger | p. 393 |
The City Ledger | p. 394 |
Credit Cards | p. 395 |
Other Cards | p. 401 |
Other City-Ledger Categories | p. 404 |
Managing Credit | p. 410 |
Cost-Benefit Decision | p. 411 |
The Management Function | p. 412 |
Managing Three Specifics | p. 415 |
Mechanics of the Entry | p. 420 |
Transfers from Guest Folios | p. 420 |
Transfers to Guest Folios | p. 424 |
City-Ledger Postings without Transfers | p. 425 |
Summary | p. 428 |
Questions and Problems | p. 429 |
Notes | p. 429 |
Part V Rooms Management Technology | p. 431 |
Chapter 13 The Night Audit | p. 433 |
The Auditor and the Audit | p. 434 |
The Night Auditor | p. 434 |
The Audit | p. 435 |
The Property Management System | p. 448 |
The PMS Equivalent of the Transcript | p. 449 |
Reports from the Night Auditor | p. 452 |
Summary | p. 465 |
Questions and Problems | p. 465 |
Notes | p. 466 |
Chapter 14 Property Management System Interfaces | p. 467 |
Integrated Call Accounting Systems | p. 468 |
Communications Architecture | p. 468 |
History of Hotel Telephone Service | p. 470 |
Hotel Options following Deregulation | p. 471 |
More Recent Developments | p. 475 |
Guest-Room Locking Systems | p. 481 |
The Room Key Revolution | p. 482 |
Categories of Locking Systems | p. 488 |
Other Common Interfaces | p. 493 |
Prior to the Interface | p. 493 |
Other PMS Interfaces | p. 494 |
Guest-Operated Interfaces | p. 496 |
Summary | p. 502 |
Questions and Prlblems | p. 503 |
Notes | p. 503 |
Bibliography | p. 505 |
Glossary | p. 509 |
Index | p. 521 |