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Learning Objectives
Chapter 1: Overview of the Lodging Industry
Objective 1
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.
Objective 3
Discuss how hotels are organized.
Objective 4
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

Learning Objectives
Objective 1
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
Learning Objectives
Objective 1
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
Learning Objectives
Objective 1
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
Learning Objectives
Chapter 6: Revenue Management
Objective 1
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...
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