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Overview

For Hotel Management courses, and internships, this text introduces concepts of organization, communication, ethics and policy within a hotel. 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 text gives students a “real world” understanding of the hotel industry balancing its past, present and future. This text portrays the nature and operation of hotels as they exist today. It reveals the inner workings of a hotel in a way that both promotes learning and interest for the students, preparing them for what to expect in the current and future hotel market. The Property Management System has 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.

Ahmed Ismail, Indiana University/Purdue University-Indianapolis Campus

Ahmed Ismail holds a B.A in Management from Adolphus College. His experiences in the hospitality industry inlcude Hotel Sales and Operations, Front Desk Supervision and Accounting Supervision. He has received numerous industry awards, including the NCAA Contribution Award for Hospitality, and the Bill Tiefel Hospitality Award, which he received twice.
  • A thorough review of the interrelationships among departments gives readers a broad perspective on hotel management and their role from the front office
  • Review questions, case studies, group activities, on-line exercises and study aids, and an in-depth glossary help readers reinforce learning
  • A strong emphasis on technology and its use to manage more efficiently and effectively, allows readers to better utilize the latest tools and techniques
  • Unique features such as �About My Job�, �Industry Perspectives�, and �Internet Resources� introduce and reinforce concepts in different ways
  • Charts, graphs, and photos illustrate non-traditional concepts and examples
Chapter 1: Hotels- Past and Present.
Chapter 2: Hotel Classifications.
Chapter 3: The Hotel Guest.
Chapter 4: The Guest Room.
Chapter 5: Hotel Organization.
Chapter 6: Front Office Overview.
Chapter 7: Room Rate Structure.
Chapter 8: The Property Management System.
Chapter 9: Guest Accounting.
Chapter 10: Night Audit.
Chapter 11: Housekeeping.
Chapter 12: Reservations and Forecasting.
Chapter 13: Measuring Hotel Performance.
Chapter 14: Guest Service.

Cengage provides a range of supplements that are updated in coordination with the main title selection. For more information about these supplements, contact your Learning Consultant.

FOR INSTRUCTORS

Front Office Operations & Management

ISBN: 9780766823433
For Hotel Management courses, and internships, this text introduces concepts of organization, communication, ethics and policy within a hotel. 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 text gives students a “real world” understanding of the hotel industry balancing its past, present and future. This text portrays the nature and operation of hotels as they exist today. It reveals the inner workings of a hotel in a way that both promotes learning and interest for the students, preparing them for what to expect in the current and future hotel market. The Property Management System has 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.

Instructor's Manual

ISBN: 9780766823440

FOR STUDENTS

Front Office Operations & Management

ISBN: 9780766823433
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.