Managing Front Office Operations

1.  The Lodging Industry

2.  Hotel Organization

3.  Front Office Operations

4.  Reservations

5.  Registration

6.  Communications and Guest Services

7.  Security and the Lodging Industry

8.  Front Office Accounting

9.  Check-Out and Account Settlement

10.  The Role of Housekeeping in Hospitality Operations

11.  The Front Office Audit

12.  Planning and Evaluating Operations

13.  Revenue Management

14.  Managing Human Resources

 

Revenue Management Maximizing Revenue in Hospitality Operations

1. What Is Revenue Management?

2. Internal Measurement Metrics

3. External Measurement Metrics

4. Forecasting

5. Tactical Rate Management

6. Stay Control and Capacity Management

7. Displacement Analysis

8. Demand Generation

9. Marketing Strategies for Revenue Management

10. Strategic Pricing

11. Distribution Channel Management

12. Revenue Management’s Place in Hotels

 

Day to Day Operation

1. Credit Card Overview

2. Delivering Quality Service

3. Distribution Channel Management

4. Employee Communications

5. Front Office Ethics

6. Front Office Daily Operation

7. Front Office Department

8. Front Office Management Functions

9. Front Office Manager and Law

10. Front Office PMS

11. Guest Charges Payment and Check-out

12. Guest Check-out Procedures

13. Hotel Check-Out & Settlement

14. Hotel Front Office Accounting

15. Hotel Night Auditing

16. Hotel Registration

17. Handling Guest Complain

18. Handling Guest Special Request

19. Handling an Angry Hotel Customer

20. ight Audit and  Management Report