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This best-selling textbook provides an in-depth look at the 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 various front-office functions. This edition also includes further 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, essential 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.
English Edition, Paperback with Plastic Cover
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