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Check-in check-out : managing hotel operations Cover Image Book Book

Check-in check-out : managing hotel operations

Vallen, Gary K. (Author). Vallen, Jerome J., (author.).

Record details

  • ISBN: 9780134303505
  • ISBN: 0134303504
  • Physical Description: print
    x, 499 p. : ill. (some col.) ; 29 cm
  • Edition: Tenth edition.
  • Publisher: Boston : Pearson, [2018]

Content descriptions

Bibliography, etc. Note: Includes bibliographical references (p. 475) and index.
Formatted Contents Note: The traditional hotel industry -- The modern hotel industry -- The structures of the hotel industry -- Forecasting availability and overbooking -- Global reservations technologies -- Individual reservations and group bookings -- Managing guest services -- From arrival to rooming -- The role of the room rate -- Billing the guest folio -- Cash or credit : the city ledger -- The night audit -- Hotel technology.

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Subject: Hotel management
Motel management

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  • 0 of 1 copy available at Selkirk College.

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Location Call Number / Copy Notes Barcode Shelving Location Circulation Modifier Holdable? Status Due Date Courses
Castlegar Campus Library TX 911.3 M27 V352 2018 (Text)
Copy: c. 1
 B001625358 General Volume hold Checked out 2024-06-14 11:59pm
► Summaries & More
▼ Additional Content
Preface ix
About the Authors x
Part 1: The Hotel Industry 1(96)
1 The Traditional Hotel Industry
3(22)
Understanding the Hotel Business
3(5)
The Service Culture
3(1)
A Cyclical Industry
3(1)
How Hotels Count and Measure
4(3)
Occupancy
4(2)
Sales per Occupied Room
6(1)
Revpar (Revenue per Available Room)
6(1)
Double Occupancy
6(1)
Break-Even Point
7(1)
Special Characteristics of the Hotel Business
7(1)
Perishability
7(1)
Location
7(1)
Fixed Supply
7(1)
High Operating Costs
7(1)
Seasonality
7(1)
Traditional Classifications
8(14)
Size
9(1)
Mom-and-Pop Motels
10(1)
Class
10(5)
Average Daily Rate
10(2)
Full-Service to Limited Service
12(1)
Number of Employees
12(1)
Rating Systems
13(2)
Type
15(3)
Commercial Hotels
15(1)
Residential Hotels
15(2)
Resort Hotels
17(1)
Plan
18(1)
European Plan
18(1)
American Plan
18(1)
Variations on the Themes
19(6)
Bed and Breakfast (B&B)
19(1)
Airbnb
19(1)
Boutique Hotels
20(2)
Trophy Hotels
22(1)
Summary
22(1)
Resources and
Challenges
22(1)
Interesting Tidbits
22(1)
Challenges
23(1)
Problems
23(1)
Answers to True/False Quiz
24(1)
2 The Modern Hotel Industry
25(31)
New Industry Patterns
25(9)
Segmentation, Brand, and Image
25(2)
Segmentation
25(1)
Brand
26(1)
Brand Equity
27(1)
New Product Segments
27(3)
Economy (Budget or Limited-Service) Hotels
27(3)
All-Suite Hotels
30(1)
Mixed-Use Projects and Other Hotel Segments
30(4)
Dual Brands
31(1)
Casino/Hotels
31(1)
Conference Centers
31(1)
Spas
32(1)
Fitness Centers
33(1)
New Market Patterns
34(7)
Marketing to the Individual Guest
34(2)
Guest Profiles
34(1)
Business/Leisure Travelers
34(1)
International Guests
35(1)
Preferred-Guest Programs
35(1)
Nonguest Buyers
36(1)
Marketing to the Group
36(5)
Tourist/Leisure Visitors
36(2)
Business/Commercial Groups
38(3)
New Ownership Patterns
41(7)
The State of the Industry
41(3)
Turmoil and Churning
41(1)
A Consolidating Industry
42(1)
The Global Village
43(1)
Ownership and Financing Alternatives
44(4)
Individual Ownership
44(1)
Crowd funding
45(1)
Real Estate Investment Trusts (REITs)
45(1)
Condominiums and Timeshares
46(2)
Joint Ventures and Strategic Alliances
48(1)
New Management Patterns
48(5)
Hotel Chains
49(2)
Parties to the Deal
49(1)
Consortia and Membership Organizations
50(1)
Management Contracts and Management Companies
51(1)
Management Contracts
51(1)
Management Companies
51(5)
Leasing (Renting)
52(1)
Franchising
52(1)
The Franchise Flag
52(1)
Summary
53(1)
Resources and
Challenges
53(1)
Interesting Tidbits
54(1)
Challenges
54(1)
Answers to True/False Quiz
55(1)
3 The Structures Of The Hotel Industry
56(41)
The Organizational Structure
56(26)
Ownership
56(2)
The General Manager
58(4)
From Host to Executive
58(2)
Strength and Salaries
60(1)
Support Departments
60(1)
The Food and Beverage (F&B) Department
61(1)
The Hotel (or Resident) Manager
62(7)
Housekeeping
62(2)
Security
64(3)
Other Departments
67(2)
The Rooms Manager
69(5)
Room Reservations
70(1)
The Uniformed Services
70(1)
Concierge
71(2)
The Telephone Department
73(1)
Manager of Guest Services
74(8)
Structure of the Front Office
74(1)
Working Hours
75(1)
Forecast Scheduling
76(1)
Design of the Lobby
76(2)
Design of the Desk
78(2)
Guest-Service Agents
80(1)
Cashiers
81(1)
The Building Structure
82(12)
The Old Versus the New
82(4)
The Old: Inside Rooms
82(1)
The New: Suites and All-Suites
82(3)
Corner Rooms
85(1)
Motor Inns
85(1)
Numbering for Identification
86(2)
Floor Numbering
87(1)
Room Numbering
88(1)
Elevators
88(1)
Room Shape and Size
88(2)
Room Shape
89(1)
Room Size
89(1)
Bed and Bath
90(9)
The Bed
90(1)
Bed Sizes and Symbols
90(2)
The Bath
92(2)
Summary
94(1)
Resources and
Challenges
95(1)
Interesting Tidbits
95(1)
Challenges
95(1)
Problems
95(1)
Answers to True/False Quiz
96(1)
Part 2: The Reservation Process 97(108)
4 Forecasting Availability And Overbooking
99(27)
Forecasting Available Rooms
99(14)
The Simple, Unadjusted Room Count
99(3)
Automated Inventory Tracking Systems
100(1)
Components of the Simple Room Count
100(2)
Adjusted Room Count
102(11)
Defining Rooms Available
102(2)
Computing the Number of Stay Overs
104(2)
Computing Today's Reservations
106(2)
Putting the Room Count to Use
108(5)
Overbooking
113(9)
The Perfect Fill
113(1)
Reservations Are Legal Contracts
113(6)
Threat of Legislation
115(1)
Overbooking Policies
116(3)
Minimizing the Overbooking Problem
119(9)
Increasingly Restrictive Policies
119(2)
Third-Party Guarantees
121(1)
Advance-Deposit Reservations
122(1)
Summary
122(1)
Resources and
Challenges
123(1)
Interesting Tidbits
123(1)
Challenges
123(1)
Problems
124(1)
Answers to True/False Quiz
125(1)
5 GLobal Reservations Technologies
126(42)
Global Distribution
128(23)
A Brief History
128(3)
Seamless Connectivity
131(2)
Last-Room Availability
131(1)
Electronic Switch Technology
132(1)
Application Service Providers
133(1)
Single-Image Inventory
134(1)
Traditional Reservation Channels
134(14)
The Changing Role of the Travel Agent
135(1)
The Hotel-Travel Agent Relationship
135(1)
Central Reservation Center
136(1)
In-House Reservations
137(1)
Internet-and Web-Based Reservations
138(1)
Search Engine Optimization
139(7)
Opaque Sites
146(1)
Meta-Search Technology
147(1)
Independent Reservation Services
147(1)
Other Trends in Electronic Reservations
148(3)
Social Media
148(1)
Mobile Apps
148(2)
Voice Recognition
150(1)
Guest History Databases
150(1)
Automated Revenue Management Systems
151(13)
The Yield Management Revolution
152(8)
A Brief History of Yield Management
152(3)
Price-Occupancy Mix
155(1)
Ideal Conditions for Yield Management
156(1)
Tools for Measuring Results
157(3)
Automated Yield Management Systems
160(8)
Artificial Intelligence
161(1)
Rules and Triggers
161(1)
Centralized Yield Management
162(1)
Strategic Account Management
162(1)
Yield Management Controls
163(1)
Summary
164(1)
Resources and
Challenges
165(1)
Interesting Tidbits
165(1)
Challenges
165(1)
Problems
166(1)
Answers to True/False Quiz
167(1)
6 Individual Reservations And Group Bookings
168(37)
Components of the Reservation
168(14)
Automated Phone Systems
168(2)
Importance of Training
169(1)
Information Contained in the Reservation
170(7)
Required Fields
171(2)
Optional Reservation Data
173(3)
Confirming the Reservation
176(1)
Reservation Information Flow
177(3)
Guest History Databases
177(2)
Guarantees and Cancellations
179(1)
Reservation Coding
180(2)
Special Coding
180(2)
Convention and Tour Group Business
182(19)
The Group Rooms Contribution
184(5)
The Perception Problem
186(1)
Benefits of Group Business
186(3)
Segments of Group Business
189(2)
Tour Groups
189(1)
Convention Groups
190(1)
Expositions and Trade Shows
191(1)
Booking the Convention
191(3)
Adjusting the Room Block
191(1)
Convention and Visitor Bureaus
192(2)
Negotiating Convention Rates
194(6)
Attrition
196(1)
Force majeure
197(1)
Comp Rooms
198(1)
Rate Quotes
198(1)
Managing the Room Block
199(1)
Unidentified Delegates
199(1)
IT Packages
200(1)
Handling Tour Group Reservations
200(1)
Summary
201(1)
Resources and
Challenges
202(1)
Interesting Tidbits
202(1)
Challenges
202(1)
Problems
203(1)
Answers to True/False Quiz
204(1)
Part 3: Guest Services and Rate Structures 205(110)
7 Managing Guest Services
207(34)
Total Quality Management
207(14)
Total Quality Management in the Hotel Industry
208(1)
Examples of Quality Management
208(1)
The Real Components of TQM
209(7)
Renovations
210(1)
Bedding
210(3)
Cleanliness
213(1)
Noise, Temperature, and Darkness
214(2)
Total Quality Management Defined
216(5)
The Buyer's View
216(1)
The Seller's View
217(4)
The Authors' View
221(1)
Customer Relations Management
221(17)
Customer Relation Denied
221(1)
Who Knows Why?
222(1)
Who Knows Why?
222(1)
Measuring Guest Services
222(6)
Moments of Truth
222(1)
Controlling Quality
223(5)
Americans with Disabilities Act
228(2)
Specific Requirements
229(1)
Signage
230(1)
Complaints
230(11)
How Much Do Complaints Cost?
230(1)
Identifying the Complaint
231(1)
Preventing the Complaint: Early Warning
232(1)
Preventing the Complaint: Comment Cards
232(2)
Handling the Face-to-Face Complaint
234(4)
Summary
238(1)
Resources and
Challenges
238(1)
Interesting Tidbits
238(1)
Challenges
239(1)
Problems
239(1)
Answers to True/False Quiz
240(1)
8 From Arrival To Rooming
241(40)
Greeted on Arrival
241(5)
Moments of Truth
241(5)
Valet Attendant
243(1)
The Doorperson
243(3)
Registration
246(15)
Walk-Ins
247(1)
Registered, Not Assigned (RNA)
248(1)
Early Arrivals
249(1)
Waiting Lines
249(6)
Better Lines through Queuing Theory
250(1)
Creative Solutions
251(1)
Better Lines through Innovation
251(4)
The Registration Card
255(6)
Release of Registration Information
256(1)
Contents of the Card
256(5)
Points of Agreement
261(1)
Assignment
261(6)
No-Smoking Rooms
262(1)
Pets
262(1)
The Assignment Process
262(4)
Blocking the Room
263(1)
Choosing-Selling-The Room
264(1)
Upgrades
264(2)
VIPs
266(1)
Did Not Stay
266(1)
Establishing Credit and Identity
266(1)
Rooming the Guest
267(9)
Uniformed Services
267(3)
Rotation of Fronts
268(1)
Group Luggage and Other Income
269(1)
Rooming Slips
270(2)
Arriving at the Room
272(1)
Green Hotels
272(9)
Ecotourism
274(1)
Some Specifics
274(2)
Summary
276(1)
Resources and
Challenges
277(1)
Interesting Tidbits
277(1)
Challenges
277(1)
Problems
278(2)
Answers to True/False Quiz
280(1)
9 The Role Of The Room Rate
281(34)
Room Rates and The Economy
281(4)
Supply and Demand
281(1)
Competition
282(1)
Elasticity
283(2)
Rate Cutting
284(1)
Additional Factors in Rate
285(14)
Surcharges
285(4)
Room Taxes
285(3)
Resort Fees and Other Hidden Charges
288(1)
Discounts from the Rack
289(10)
Rack Rates
290(4)
Auctioning
294(1)
Double Occupancy
295(1)
Commercial and Corporate Rates
295(2)
Comps and Fam Trips
297(1)
Seasonal and Weather-Related Rates
297(1)
Other Discounts Off the Rack
298(1)
Time as a Factor in Rates
299(4)
Arrival Time
299(1)
Departure Time
300(1)
The 24-Hour Stay
301(1)
Day Rates
301(1)
Incentive Rates
302(1)
The American Plan Day
302(1)
Determining the "Proper" Room Rate
303(9)
The Hubbart Room-Rate Formula
304(2)
Shortcomings of the Formula
305(1)
Square Foot Calculations
306(1)
The Building Cost Rate Formula
306(2)
The Renovation Cost Rate
307(1)
The Ideal Average Room Rate
308(1)
Rate Categories
309(1)
Upselling
309(8)
Incentives to Upselling
311(1)
Summary
312(1)
Resources and
Challenges
312(1)
Interesting Tidbits
312(1)
Challenges
312(1)
Problems
313(1)
Answers to True/False Quiz
314(1)
Part 4: The Revenue Cycle 315(82)
10 Billing The Guest Folio
317(39)
What the Chapter Is All About
317(1)
The Sale and Recordkeeping of Services
317(1)
Preparing the Folio
317(1)
Recording (Accounting for) Each Transaction
318(1)
Accounts Receivable
318(14)
Types of Accounts Receivable (A/R)
318(2)
The Ledgers
319(1)
What Is and Isn't Accounted for
319(1)
The Folio: The Individual Account Receivable
320(4)
Location and Filing of Folios
320(3)
Number of Folios
323(1)
The Folio: The Group Account Receivable
324(4)
Master Accounts
324(3)
How Master Accounts are Structured
327(1)
Split Billing
327(1)
Understanding Charges and Credits
328(4)
Assets
329(2)
Sales or Incomes
331(1)
Posting to the Folio (The Account Receivable)
332(20)
Overview of the Billing Procedure
332(3)
Preparing the Folio
333(1)
Presenting the Bill
333(1)
Communicating the Charges
334(1)
Recording Charges to Accounts Receivable
335(6)
Understanding the Posting Line
335(2)
Reference Numbers
337(2)
Posting Room Charges
339(2)
Recording Credits to Accounts Receivable
341(15)
Three Methods of Settling Accounts
341(1)
Settling with Allowances
341(4)
Settling with Transfers
345(7)
Summary
352(1)
Resources and
Challenges
352(1)
Interesting Tidbits
352(1)
Challenges
353(1)
Problems
353(2)
Answers to True/False Quiz
355(1)
11 Cash Or Credit: The City Ledger
356(41)
Cash
356(13)
Cash Paid-Outs
356(4)
Tips to Employees
356(2)
Cash Loans
358(2)
Refunds at Check-Out
360(1)
House Expenses
360(1)
Cash Receipts
360(1)
House Receipts
361(1)
The Cashier's Daily Report
361(5)
The Bank
362(1)
Net Receipts
363(1)
Over or Short
363(1)
The Turn-In
364(1)
Due Back
364(2)
Other Related Issues
366(3)
Tour Package Coupons
366(1)
Foreign Currency
367(2)
Credit and the City Ledger
369(8)
Review of the City Ledger
369(1)
Credit Cards
369(4)
Kinds of Credit Cards
370(1)
How the System Works
371(2)
Debit Cards and Smart Cards
373(4)
Debit Cards
373(2)
Smart Cards
375(1)
Still Other Cards
376(1)
Other City-Ledger Categories
377(8)
Master Accounts
377(1)
Groups, Packages, and Company- Sponsored Functions
378(1)
Individual "Direct Bill" City-Ledger Receivables
379(6)
The Original City-Ledger Accounts
379(1)
Travel Agents (TAs)
379(1)
Banquet Charges
380(1)
Late Charges
381(1)
Delinquent Accounts
382(1)
Executive Accounts
382(1)
Due Bills
382(2)
Frequent (Preferred) Guest Loyalty Programs
384(1)
Managing Cash and Credit
385(5)
Managing Cash
385(2)
Counterfeit Currency
385(2)
Managing Checks
387(3)
Three Quickies
387(2)
Simple Deterrents
389(1)
Traveler's Checks
389(1)
Managing Credit
390(1)
A Cost/Benefit Decision
390(3)
Collecting, Billing, and Dunning
391(1)
Minimizing Chargebacks
392(1)
Summary
393(1)
Resources and
Challenges
394(1)
Interesting Tidbits
394(1)
Challenges
394(1)
Problems
394(1)
Answers to True/False Quiz
395(2)
Part 5: Technology 397(81)
12 The Night Audit
399(36)
The Auditor and The Audit
399(8)
Point-of-Sale System Interfaces
399(3)
The Night Auditor
402(2)
Work Shift
402(1)
General Duties
402(2)
Overview of the Audit
404(1)
Reconciling Accounts Receivable
404(1)
The Closeout Hour
404(1)
Posting Room Charges
405(1)
Posting Room Charges Electronically
405(1)
Room Charges Not Posted During the Night Audit
406(1)
Revenue Verification
406(1)
Reconciling Using A Property Management System
407(25)
Interfacing Different Systems
407(3)
Turnkey Systems
408(2)
Verifying Basic Data
410(5)
Closing Routine
410(2)
Zip-Out Check Out
412(3)
PMS Posting Errors
415(1)
Reports from the Night Audit
415(11)
Exception Reports
416(1)
Downtime Reports
417(1)
Credit Reports
417(1)
Reservation Reports
418(3)
Rooms Management Reports
421(1)
Rooms Status Reports
422(2)
Accounts Receivable Reports
424(2)
Reports to the Manager
426(10)
Room Count, House Count, and Room Income
426(3)
Room Statistics
429(1)
The Housekeeper's Report
430(2)
Summary
432(1)
Resources and
Challenges
432(1)
Interesting Tidbits
432(1)
Challenges
433(1)
Problems
433(1)
Answers to True/False Quiz
434(1)
13 Hotel Technology
435(43)
Technology in the Guest Room: Historical View
436(3)
A Look Back
436(2)
Costs and Benefits
438(1)
Technology in the Room: The New Generation
439(25)
Locking Systems
439(7)
Traditional Mortise Locks
439(2)
Mechanical Locking Systems
441(1)
Electronic Locking Systems (ELS)
442(2)
Key Cards
444(2)
Radio Frequency Identification (RFID)
446(1)
RFID Locks
446(1)
Other RFID Uses
447(1)
Biometric Locking Systems
447(1)
Smartphone Applications
447(1)
Just Google It
448(2)
Guest-Room Lock Apps
448(1)
Other Hospitality Industry Smartphone Apps
448(2)
Energy Management and Climate Control Systems
450(5)
PTACs
451(1)
Network-Controlled Energy Management Systems
451(4)
Fire-Safety Systems
455(2)
Fire-Suppression Sprinkler Systems
457(1)
Minibars
457(5)
Traditional (Nonautomated) Minibars
457(2)
Semiautomated Systems
459(1)
Microprocessor-Based Automated Systems
459(3)
In-room Safes
462(2)
Credit-Card Access
462(1)
PIN-Based Entry
462(2)
Biometric Safes
464(1)
Communication Systems
464(8)
A Brief History of Telephone Service
464(1)
Internet Access
465(2)
Dial-Up Access
465(1)
High-Speed Hard-Wired Access
466(1)
High-Speed Wireless Access
466(1)
Tiered Bandwidth
467(1)
Cloud Computing
467(1)
Cyber Attacks
467(1)
EMV-Enabled Credit Card
467(1)
Honey Pots
468(1)
Key Card Identity Theft
468(1)
Hotel Database Theft
468(1)
Future of Hotel Telephones
468(2)
Voice-Over-Internet Protocol (VoIP)
468(2)
Wake-Up Systems
470(1)
Manual Wake-Up Systems
470(1)
Semiautomatic Systems
471(1)
Fully Automated and Interactive TV-Based Wake-Up Systems
471(1)
Voice Mail
471(1)
Where's My Phone?
471(1)
Other Technologies
472(3)
In-room Entertainment Systems
472(1)
Property-by-Property Custom Programming
472(1)
Streaming on Demand
473(1)
At the Desk
473(2)
Wearable Computers
474(1)
Standardization: From HITIS and Beyond
474(1)
Summary
475(1)
Resources and
Challenges
475(1)
Interesting Tidbits
476(1)
Challenges
476(1)
Problems
476(1)
Answers to True/False Quiz
477(1)
Glossary 478(12)
Index 490

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