Professional Front Office Management details policies and procedures that address the department's critical role of serving guests, coordinating employee communcation and utilizing technology to benefit guests, staff and owners.

Features:

• Provides an emphasis on providing guest service
• Describes facilitating the work of employees in other departments as they provide service
• Details using technology to meet the needs of guests and hotel employee peers

Contents

The Context of Front Office Operations

• Overview of the Lodging Industry
• Front Office and the Guests: Planning for Quality Service
• Overview of the Front Office Department

Technology Helps Front Office Operations

• The Front Office Property Management System (PMS)
• Managing Forecast Data
• Revenue Management
• Distribution Channel Management
• Management of Data Generating Front Office Sub-Systems

Front Office and the Guest Cycle

• Reservation, Reception and Room Assignment Management
• Front Office and the Guests: Delivering Quality Service
• Guest Charges, Payments and Check-Out
• Night Audit and Report Management

Special Front Office Concerns

• The Front Office Manager and the Law
• Front Office: The Hub of the Hotel

Index

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