Check-in check-out / Gary K. Vallen, Jerome J. Vallen.

ISBN:

9780130829160

Title:

Author:

Vallen, Gary K.

Personal Author:

Vallen, Gary K.

Edition:

6th ed.

Publication Information:

Upper Saddle River, NJ : Prentice Hall, 2000.

Physical Description:

xxii, 538 p. : ill. ; 26 cm.

Contents:

Pt. I. The Hotel Industry. 1. The Traditional Hotel Industry. 2. The Modern Hotel Industry. 3. The Structure of the Hotel Industry -- Pt. II. The Reservations Process. 4. Changing Methods for Making Today's Reservations. 5. Individual and Group Reservations. 6. Forecasting Availability and Overbooking -- Pt. III. Guest Service and Rate Structures. 7. Managing Guest Service. 8. The Guest Arrival Process. 9. Setting the Room Rate -- Pt. IV. The Hotel Revenue Cycle. 10. Billing the Guest Folio. 11. Cash Transactions. 12. Credit and the City Ledger -- Pt. V. Rooms Management Technology. 13. The Night Audit. 14. Property Management System Interfaces.

Subject Term:

Hotel management.

Motel management.

Added Author:

Vallen, Jerome J.

Format:

Books

Publication Date:

2000

Publication Information:

Upper Saddle River, NJ : Prentice Hall, 2000.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
647.94068 VAL	Book	1	Standard shelving location	Searching... Unknown

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

Available:*

Bound With These Titles

On Order

Summary

Summary

Table of Contents