Professional Front Office Management, Pearson New International Edition, 1st edition

Published by Pearson (October 3, 2013) © 2014

  • Robert Woods
  • Jack D. Ninemeier
  • David K. Hayes
  • Michele A. Austin Clarion Hotel and Conference Center
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Title overview

For the Front Office Operations or Front Desk Operations courses

The text details policies and procedures that address the department's critical role of serving guests, coordinating employee communication and utilising technology to benefit guests, staff and owners. The front office is the "hub" of the property's communications and operations systems and usually the first point of contact for a hotel guest.

Table of contents

  • Glossary
  • Section 1: The Context of Front Office Operations
  • Chapter 1: Overview of the Lodging Industry
  • Chapter 2: Front Office and the Guests: Planning for Quality Service
  • Chapter 3: Overview of the Front Office Department
  • Section 2: Technology Helps Front Office Operations
  • Chapter 4: The Front Office Property Management System (PMS)
  • Chapter 5: Managing Forecast Data
  • Chapter 6: Revenue Management
  • Chapter 7: Distribution Channel Management
  • Chapter 8: Management of Data Generating Front Office Sub-Systems
  • Section 3: Front Office and the Guest Cycle
  • Chapter 9: Reservation, Reception and Room Assignment Management
  • Chapter 10: Front Office and the Guests: Delivering Quality Service
  • Chapter 11: Guest Charges, Payments and Check-Out
  • Chapter 12: Night Audit and Report Management
  • Section 4: Special Front Office Concerns
  • Chapter 13: Front Office: The Hub of the Hotel

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