Cover image for Check-in check-out
Title:
Check-in check-out
Author:
Vallen, Gary K.
Personal Author:
Edition:
Sixth edition.
Publication Information:
Upper Saddle River, N.J. : Prentice Hall, [2000]

©2000
Physical Description:
xxii, 538 pages : illustrations ; 27 cm
Language:
English
Added Author:
ISBN:
9780130829160
Format :
Book

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TX911.3.M27 V352 2000 6TH. EDITION Adult Non-Fiction Central Closed Stacks
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Table of Contents

List of Exhibitsp. xi
Prefacep. xvii
About the Authorsp. xxi
Part 1 The Hotel Industryp. 1
Chapter 1 The Traditional Hotel Industryp. 3
Scope of the Industryp. 4
A Look Backp. 4
What Is the Hotel Business?p. 6
Traditional Classificationsp. 13
Sizep. 13
Classp. 15
Typep. 21
Planp. 24
Summaryp. 28
Questions and Problemsp. 28
Notesp. 29
Chapter 2 The Modern Hotel Industryp. 31
New Product Patternsp. 32
Segmentation of the Product Linep. 32
New Market Patternsp. 40
Marketing to the Individual Guestp. 40
Marketing to the Groupp. 47
New Ownership Patternsp. 53
The State of the Industryp. 53
Ownership and Financing Alternativesp. 58
New Management Patternsp. 62
Chainsp. 62
Management Companies and Management Contractsp. 65
Franchisesp. 67
Summaryp. 68
Questions and Problemsp. 69
Notesp. 69
Chapter 3 The Structure of the Hotel Industryp. 71
The Organizational Structurep. 72
The General Managerp. 72
The Hotel Managerp. 76
Structure of the Front Officep. 81
What Is the Front Office?p. 81
Design of the Front Officep. 88
Working Hours of the Front Officep. 92
The Building Structurep. 94
The Old versus the Newp. 94
Numbering for Identificationp. 99
Room Shape and Sizep. 100
Bed and Bathp. 102
Summaryp. 106
Questions and Problemsp. 107
Notesp. 108
Part 11 The Reservations Processp. 109
Chapter 4 Changing Methods for Making Today's Reservationsp. 111
Global Distributionp. 112
The Airline Systemsp. 113
Seamless Connectivityp. 114
Taking the Reservationp. 117
Other Electronic Reservations Trendsp. 124
Automated Revenue Management Systemsp. 126
The Yield Management Revolutionp. 127
Automated Yield Management Systemsp. 132
Summaryp. 137
Questions and Problemsp. 137
Notesp. 138
Chapter 5 Individual and Group Reservationsp. 139
Components of the Reservationp. 140
Information Contained in the Reservationp. 140
Confirming the Reservationp. 144
Electronic Reservationsp. 146
Reservation Codingp. 151
Convention and Tour Group Businessp. 154
The Group Rooms Contributionp. 156
Categories of Group Businessp. 161
Convention Reservationsp. 162
Negotiating Convention Ratesp. 166
Handling the Tour Group Reservationp. 168
Summaryp. 169
Questions and Problemsp. 169
Notesp. 170
Chapter 6 Forecasting Availability and Overbookingp. 171
Forecasting Availabilityp. 172
Simple, Unadjusted Room Countp. 172
Adjusted Room Countp. 176
Overbookingp. 187
Reservations as Legal Contractsp. 187
Minimizing the Overbooking Problemp. 193
Summaryp. 197
Questions and Problemsp. 197
Notep. 198
Part III Guest Service and Rate Structuresp. 199
Chapter 7 Managing Guest Servicep. 201
Brief History of Quality Managementp. 202
Quality Management in Manufacturingp. 202
Quality Management in Innkeepingp. 203
What Is Quality Management?p. 205
The Basic Productp. 205
Quality Management Definedp. 207
Quality Management Deniedp. 214
Implementing Guest Servicep. 215
Measuring Guest Servicep. 215
Quality Guaranteesp. 217
Complaintsp. 223
Summaryp. 233
Questions and Problemsp. 233
Notesp. 234
Chapter 8 The Guest Arrival Processp. 235
The Arriving Guestp. 236
A Moment of Truthp. 236
Guest Registrationp. 239
Completing the Registrationp. 251
The Room Selection Processp. 251
Establishing Guest Creditp. 258
The Rooming Processp. 260
Uniformed Servicesp. 260
The Bell Staffp. 262
Summaryp. 269
Questions and Problemsp. 269
Notesp. 271
Chapter 9 Setting the Room Ratep. 273
Factors in Establishing the Room Ratep. 274
Hotel Room Demandp. 274
Discounts of Rack Ratep. 280
Additional Rate Variationsp. 290
Time Is Moneyp. 292
Determining the Proper Room Ratep. 296
Traditional Rate Calculationsp. 297
The Impact of Up-selling and Discountingp. 305
Summaryp. 311
Questions and Problemsp. 311
Notesp. 312
Part IV The Hotel Revenue Cyclep. 315
Chapter 10 Billing the Guest Foliop. 319
Accounts Receivablep. 320
Types of Accounts Receivablep. 320
The Folio: The Individual Account Receivablep. 322
Understanding Debits and Creditsp. 327
Posting to Accounts Receivablep. 331
Overview of the Billing Procedurep. 331
Posting Debits (or Charges) to Accounts Receivablep. 336
Posting Credits (or Payments) to Accounts Receivablep. 340
Summaryp. 350
Questions and Problemsp. 351
Notesp. 352
Chapter 11 Cash Transactionsp. 353
Handling Cash Transactionsp. 354
Cash Paid-outsp. 354
Cash Receiptsp. 361
House Receipts and Expensesp. 364
The Cashier's Daily Reportp. 366
Preparing the Cashier's Reportp. 366
The Income Auditp. 374
Cash and Cash Equivalentsp. 380
Counterfeit Currencyp. 380
Check-Cashing Safeguardsp. 384
Summaryp. 390
Questions and Problemsp. 391
Notesp. 392
Chapter 12 Credit and the City Ledgerp. 393
The City Ledgerp. 394
Credit Cardsp. 395
Other Cardsp. 401
Other City-Ledger Categoriesp. 404
Managing Creditp. 410
Cost-Benefit Decisionp. 411
The Management Functionp. 412
Managing Three Specificsp. 415
Mechanics of the Entryp. 420
Transfers from Guest Foliosp. 420
Transfers to Guest Foliosp. 424
City-Ledger Postings without Transfersp. 425
Summaryp. 428
Questions and Problemsp. 429
Notesp. 429
Part V Rooms Management Technologyp. 431
Chapter 13 The Night Auditp. 433
The Auditor and the Auditp. 434
The Night Auditorp. 434
The Auditp. 435
The Property Management Systemp. 448
The PMS Equivalent of the Transcriptp. 449
Reports from the Night Auditorp. 452
Summaryp. 465
Questions and Problemsp. 465
Notesp. 466
Chapter 14 Property Management System Interfacesp. 467
Integrated Call Accounting Systemsp. 468
Communications Architecturep. 468
History of Hotel Telephone Servicep. 470
Hotel Options following Deregulationp. 471
More Recent Developmentsp. 475
Guest-Room Locking Systemsp. 481
The Room Key Revolutionp. 482
Categories of Locking Systemsp. 488
Other Common Interfacesp. 493
Prior to the Interfacep. 493
Other PMS Interfacesp. 494
Guest-Operated Interfacesp. 496
Summaryp. 502
Questions and Prlblemsp. 503
Notesp. 503
Bibliographyp. 505
Glossaryp. 509
Indexp. 521