This Second Edition has been updated to include a brand new chapter on yield management, plus a human resources chapter refocused to cover current trends in training, employee empowerment, and reducing turnover. In addition, you'll discover how to increase efficiency with today's hospitality technology--from electronic lock to front office equipment.

An Instructor's Manual is available to institutions adopting the book. Please contact: [email protected] Front Office Management in Hospitality Lodging Operations offers comprehensive coverage of topics related to front office operations, including a review of technologies currently in use, and an array of situations students and professionals re bound to find on the job. Written with the future front office manager in mind, the book allows its users to apply its content with practical case studies presented in each chapter. It is invaluable as both an instructional guide for teachers and as a resource for, lodging professionals, offering the necessary tools to stay competitive in this advancing industry. This practical, easy-to-read text uses a straightforward approach to help solidify and apply information. - Applies a hands-on approach to completing tasks and understanding concepts. - Presents its content in a clear, friendly way instead of being overly academic. - Features operational situations and cases that are discussion-worthy, thought-provoking and challenging. - Includes a chapter in career planning to assist students with finding their post-graduation positions. Students in 4-year, 2-year, and technical hospitality programs as well as industry professionals will find this book worthwhile.

-Inn Syst front desk simulation reference manual and exercise/Jim Dougan.

Managing Front Office Operations provides an in-depth look at management of the front office and how this department interacts with other hotel departments to create a memorable guest experience. This 14-chapter book presents a systematic approach to front office procedures by detailing the flow of business through a hotel, from the reservations process to check-out and account settlement. It also examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management. Hospitality management students and new front office employees who aspire to a management position will benefit from this practical textbook that explores every facet of hotel front office operations.

If you need to know about the nature and operation of hotels as they exist today, this new book is for you. You will learn about the inner workings of a hotel, preparing readers for what to expect in the current and future hotel market. The primary focus is the front office, housekeeping, reservations and night audit departments. Other departments are discussed to provide and understanding of how these departments relate to the front office and how they operate to enhance the guest experience. An introduction of basic analyses, techniques and trends both in policy and technology are reviewed as they relate to management and the guest. The book gives newer managers, meeting planners, and others a “real world” understanding of the hotel industry balancing its past, present and future. New technologies such as the Property Management System have dramatically changed hotel operations; therefore, extensive time has been devoted to covering this technology. Additional chapters feature analysis of the physical makeup of hotels, yield management, and operational techniques. Performance measurements and analysis of what makes a truly successful hotel are discussed in detail. Finally, because hotel management is and will always be about people, chapters are devoted to both the hotel guest and hotel employee. The arrival chronology is discussed from arrival to departure.

The Queen's new carriage, covered in gold and set with diamonds, vanishes. It is whisked into other realms, by supernatural energy. The Little penguins, and their mythological friends face perils dusted with drama and sprinkled with magic, to get the coach safely home to London. The Magic Carriage ventures to times, places and people, with very un-boring history. The Coachmaker, one of the last of his kind in the world, is a treasure hunter of unusual objects. After recycling a hundred bits and pieces collected from famous inventions, buildings, ships, aircraft and the like, he decorated the interior of the Queen's new coach with them. Here a bit of Spitfire, there a piece of Shakespeare's mulberry tree. Though his collection seems far-fetched, this part of the story is true. These artefacts possess supernatural energy, which draws the magic carriage and its unlikely travelling companions into realms not always of the here and now. Happenstance unites them in a mission to guard the Magic Carriage and get it safely home to London. Five little Australian penguins, The Lion and the Unicorn, The Harp of Ireland, The Goddess Britannia, St. George and his Dragon, each play their part to protect crown property, as they face perils beyond their wildest dreams. Imagine the Queen's response when her beautiful new coach arrives unexpectedly in London packed with little penguins. Let the Magic Carriage convey you and your loved ones, for generations to come, into a timeless fairy penguin tale, where blended facts and fiction brings to life some truly wonderful people, places and mythology from around the globe.