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Check-in Check-Out: Managing Hotel Operations, 10th edition

  • Gary K. Vallen
  • Jerome J. Vallen

Published by Pearson (May 26th 2017) - Copyright © 2018

10th edition

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Overview

The leading guide to managing profitable hotel operations.

Extensively revised to reflect the industry’s rapid changes, this widely popular guide presents rich detail about best practices and future directions in the hotel industry, while offering the widest coverage of any book in the field. Readers gain an intuitive understanding based on the flow of the guest’s experience, from reservation, arrival, and registration, to service purchasing, departure, billing, and recordkeeping. The entire rooms division is covered thoroughly, and linked to other hospitality functions, related industries, and the broader economy. Coverage includes internationalization; green operations; financing sources; boutique and urban collections; and reservations strategies. Check-in Check-Out: Managing Hotel Operations, 10/e has been updated throughout to cover such current topics such as detail cancellation policies for major OTA channels, leading-edge technology and reservations, mobile apps and devices, global distribution, third-party housing poachers or pirates, conflicts over master billing, EMV technology and the rising popularity of smart cards, night audit reports, cyber security in the hospitality industry, and much more. Included are over 150 exhibits to promote visual learning.  

Table of contents

PART 1: THE HOTEL INDUSTRY

1. The Traditional Hotel Industry

2. The Modern Hotel Industry

3. The Structures of the Hotel Industry

 

PART 2:  THE RESERVATION PROCESS

4. Forecasting Availability and Overbooking

5. Global Reservations Technologies

6. Individual Reservations and Group Bookings

 

PART 3:  GUEST SERVICES AND RATE STRUCTURES

7. Managing Guest Services

8. From Arrival to Rooming

9. The Role of the Room Rate

 

PART 4:  THE REVENUE CYCLE

10. Billing the Guest Folio

11. Cash or Credit: The City Ledger

 

PART 5:  TECHNOLOGY

12. The Night Audit

13. Hotel Technology

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