This best-selling textbook 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. The eighth edition has been revised with new material on the potential impact of automated information technologies on a variety of front office functions. This edition also includes new information on revenue managers, how blogging and social networking affect hotels, manual backup procedures for automated system failure, identity theft prevention, payment card security standards, and green hotels. In addition, important discussions of front office operations have been expanded throughout the text, especially with respect to human resources management, business forecasting, revenue management, budget planning, and front office staff interaction with sales, housekeeping, and security personnel.

 

New!  This textbook now comes packaged with a keycode to access Front Office Manager, a 10-module, interactive online component* that provides an overview of the organization and management of the front office. Users will love the self-paced, discovery-driven approach that puts them in control as they explore each area of the hotel and click on highlighted objects to learn about each facet of front office operations.

 

*Individuals will have six-month access to the online component from date of purchase.