Chapter 1: Overview of the Lodging Industry
Explain how the lodging segment is integral to the travel and tourism/hospitality industry. Objective 2
Provide an overview of common ways to classify hotels.
Discuss how hotels are organized.
Describe the most common structures of hotel affiliation ownership and operation. Objective 5
Review the many challenges confronting the lodging industry in general and its segments more specifically. Learning Objectives
Chapter 2: Front Office and the Guests: Planning for Quality Service Objective 1
Explain that effective management of and emphasis on guest service is critical to a hotel’s success. Objective 2
Provide an overview of quality that includes the role of managers, suggest a model to plan quality, and review quality components and their impact on competitiveness. Objective 3
Describe a system to design and evaluate service delivery processes that address guest-service expectations. Objective 4
Discuss the role of empowerment, the use of guest-friendly processes, and continuous quality improvement in meeting a hotel’s quality goals.
Chapter 3: Overview of the Front Office Department
Explain that the primary function of front office staff is to coordinate guest services, and review basic front office functions and responsibilities that allow staff to meet guest standards. Objective 2
Describe how a front office department in a small, large, and mega hotel may be organized. Objective 3
Review job tasks commonly found in management and nonmanagement positions in the front office (rooms division) of a large hotel. Objective 4
Consider basic human resources tactics applicable to recruiting, selecting, orienting, training, motivating, leading, staffing, and scheduling entry-level front office employees.
Chapter 4: Front Office Property Management System
Present an overview of how the PMS provides information for management planning and decision making. Objective 2
Describe factors important when selecting PMS reports for development and discuss concerns about their distribution and analysis. Objective 3
Explain how a PMS maintains detailed reservations records related to guests and their specific needs. Objective 4
Review how a PMS maintains and reports information about types of rooms sold and availability, and about room status. Objective 5
Provide details about how a PMS can help the FOM to forecast demand and price the room inventory. Objective 6
Review the need for numerous records (reports) beyond those applicable to reservations, rooms, and revenue and consider the role of the PMS in the hotel’s accounting process. Objective 7
Present factors to be addressed as hotel personnel select a PMS. Chapter 5: Managing Forecast Data
Review the roles and responsibilities of the FOM in the management of rooms forecast data. Objective 2
Discuss how historical, current, and future data help the FOM to estimate room demand. Objective 3
Explain how an FOM can use PMS data relating to transient and group guests to make room demand forecasts. Objective 4
Review the basic types of reports that FOMs can use to monitor and manage their guest room demand forecasts. Objective 5
Introduce the relationship between room demand forecasts and pricing, and note the need to evaluate the effectiveness of the demand forecasting process.
Chapter 6: Revenue Management
Chapter 6: Revenue Management
Explain the revenue manager’s role in establishing room rates by applying information about rate types and rate determination factors and by considering traditional and Web-based pricing strategies. Objective 2
Discuss how revenue managers use information about room types, market codes, and track codes...