Front Office Operations and Management

FRONT OFFICE OPERATIONS & MANAGEMENT introduces concepts of organization, communication, ethics and policy within a hotel. The primary focus is the front office, housekeeping, reservations and night audit departments and other departments are discussed to provide and understanding of how they relate to the front office. An introduction of basic analyses, techniques and trends in both policy and technology are reviewed, and the text gives students a “real world” understanding of the hotel industry balancing its past, present and future. Indepth coverage of The Property Management System is included and additional chapters feature analysis of the physical makeup of hotels, yield management, operational techniques, hotel guest and hotel employee