Index

A

Administrative assistants,

AAA, see American Automobile

reservations made by, 144

Association

Administrative paperwork, in

Acceptance of criticism, as

needs analysis, 107

hospitality quality, 347

ADR, see Average daily rate

Accessibility, 205. See also

Advance registration form,

Americans with Disabilities

217, 218

Act (ADA)

Advertising:

Accounts. See also Guest accounts;

in bus association

specific types of accounts

publications, 146

back office, 241

and economic downturn, 12

cash, 234, 241

AH&LA, see American Hotel &

city ledger, 68

Lodging Association

master credit card, 275, 277

Airline industry, 173, 177

revenue, 234

Albrecht, Karl, 318, 319, 325,

Accounting, 2. See also Controller;

331–333, 336–337

Financials; Night audit

Algonquin Hotel, 159

credits and debits, 233–234

Allin, Nancy J., 331

for telephone calls, 60, 121–122,

All-suites hotels, 15, 16

240–241

origin of concept, 15

Accounting office, see Back office

services of, 20

Account ledgers, 235–237. See also

aloft, 20–21

City ledger; Guest ledger

Amenities. See also Guest amenities

Accounts payable:

expanding definition of, 438

back office, 241

in extended-service hotels, 16

defined, 124

American Automobile Association

Accounts receivable, 57, 237

(AAA):

amount transferred to, 288

cash advances from, 256

analysis of, 288

travel directory of, 146

defined, 124

American Hotel & Lodging

in night audit, 282–283,

Association (AH&LA), 31,

287–288, 295, 296

446

reconciling, 275, 277

certifications offered by, 32, 446

transferring ledgers to, 241–242

theft estimates from, 440

ADA, see Americans with

training tapes from, 360

Disabilities Act

American plan, 211

Adams, Bruce, 402–403

American Resorts Group, 4

476 I N D E X

B

Block-out periods, 185

Carpal tunnel syndrome, 113

Back office, 124

Blogs, see Social media

Cash accounts:

accounts payable, 241

Bookkeeping practices, 233–234.

applying debits to, 234

cash accounts, 241

See also Accounting

back office, 241

PMS module for, 124–125

Bottom up sales method, 213

Cashiers:

transferring accounts to, 260

Brands and branding, 22–26

folio review by, 251

Backup power sources, for

Bretches, Bill, 412

responsibilities of, 60

PMS, 115

Bristol Hotels and Resorts, 9

Cashier’s report, 126, 289

Baker, Robert C., 11

Brown, P. Anthony, 8–9

in night audit report, 84, 296

Balance accounts receivable, in

Brownouts, 115

in PMS night audit modules,

night audit report, 296

Budge, Gary, 159–160

275, 276

Balance sheet, 57, 124

Budgeting:

Cash payments:

Bank cards, 200, 201

for point-of-sale front office,

in night audit, 288

Bank check payments, 157

384, 387–388

precautions with, 157, 254

Bank deposits:

responsibility for guideline

processing, 254–255, 273,

analysis of, 288

development, 63

275, 276

in night audit report, 282, 296

Burglar alarms, 127

Cash received accounts receivable,

Banquet bar sales, in night audit

Bus association networks, 146

in night audit report, 296

report, 285, 294

Business affiliations, 21–27

Cash sales, in night audit

Banquet department,

Business and corporate travel,

report, 287

interdepartmental

9, 10, 28–29

Casino hotels, 14

communications with, 84

corporate clients, 144–145

CEH (Certified Executive

Banquet manager, 81

corporate rates, 210

Housekeeper), 446

Banquet sales, in night audit

by females, 29

CenRes (Outsourced-Central

report, 285, 294

Business services and

Reservation), 155

Banquet sheets, 128

communications center, 49

CentraHotels & Resorts, 25

BAR (best available rate), 139

Butler, Jim, 451

Central reservation systems

Beck, Jeffrey, 179

(CRSs), 136

Bed arrangements, 203

C

database integration for, 167

Behavioral objectives, of training

Cadotte, Ernest, 324–325

Holidex, 3

programs, 356–357

Call accounting, 60

outsourcing with, 155–156

Belden, Tom, 10

PMS call accounting module,

Certifications, 32

Bell captain, responsibilities of, 60

121–122

Certified Executive Housekeeper

Bellevue Hilton, 5

PMS phone option for, 240–241

(CEH), 446

Bell staff, responsibilities of, 60–61

Cambria Suites, 25, 137

Certified Hospitality Housekeeping

The Bench, 184

Canada Awards for Excellence, 338

Executive (CHHE) program,

Best available rate (BAR), 139

Cancellation codes, 157–158

446

Bill-to-account (direct billing),

Cancellation numbers, 157

Certified Hotel Administrator

60, 202, 253–254

Candlewood Suites, 16

(CHA), 32

Biometrics, 404

Cannon, Marti, 428

Certified Rooms Division

Blackouts, 115

Career development, 31–35

Executive (CRDE), 32

Blocking:

educational preparation, 31–32

CHA (Certified Hotel

daily, 158

ports of entry, 33

Administrator), 32

on the horizon, 158

professional memberships, 33

Chain affiliations, 21–22

PMS tracking of, 161, 163

research growth areas, 33–35

Chain hotels, 21. See also specific

Blocking on the horizon, 158

work experience, 32

chains

Blocking procedures, 158

Carlson Companies, brands of,

central reservation systems, 136

defined, 154

24–25

Hilton’s creation of, 2

and registration, 202–203

Carlson Hospitality Worldwide, 137

Holiday Inn, 3

leisure travelers’ use of, 147

CHHE (Certified Hospitality

Marriott, 4

Housekeeping Executive)

reservation/referral

program, 446

systems of, 144

Chief engineer, 446–449. See also

Sheraton hotels, 4

Plant engineer

Channel management, 186

interdepartmental

Character traits, for hospitality,

communications management,

345–346

449

Charges:

job analysis, 447–448

assembling, 273

job description, 448–449

disputes over, 122

Chin, Jimmy, 399, 400

late, 248, 249

Choice Hotels International:

miscellaneous, 240

brands of, 25

posting, 235, 237–241, 243,

reservation system, 137

272–273

select-service hotels, 16

room, 272

City ledger, 235–237

tax, 272

reconciling figures in, 276

telephone, 121–122, 240,

transferring to accounts

241, 286, 294

receivable, 241–242

transfers to guest accounts,

City ledger accounts, 68

82, 83

Cleaning control, 441

Check authorization companies, 255

Cleaning supplies, inventory of, 439

Check-in. See also Registration

Colbert, Judy, 227

booking additional reservations

Comfort Inn, 16

during, 148

Comfort Suites, 25, 137

self-check-in process, 225–227

Commercial credit cards, 200

Checkout, 247–267

Commercial hotels, 17

accuracy of late charges, 249

Commercial rates, 210

assisting guests with payments,

Communication(s):

256–258

analyzing lines of

express, 60

communication, 88–91

filing documents, 259

business services and

getting customer feedback, 336

communications center, 49

guest histories, 262–265

emergency, 411–415

in-room, 251–252

for fire action, 409–411

last impressions of hotel,

front office as clearinghouse

265, 266

for, 80

obtaining future reservations,

front office responsibility for, 68

148, 258–259

guest messages, 164, 167

payment and collection methods,

by housekeeping staff, 433–436

252–256

Hyatt communications training

procedure for, 249–252

program, 227

relaying departures to other

interdepartmental, see

departments, 259–260

Interdepartmental

removing guest information, 260

communications

reports, 260–262

intradepartmental, 79

transferring accounts to back

needs analysis for, 106–107

office, 260

relaying guest departures,

Checkout module (PMS), 122–123

259–260

key production, 126

Entry-level jobs, practical

maintaining, 215–216

experience from, 32

security of, 126, 215

Environmental issues, 450–453

smart cards, 402–403

Environmental Protection Agency

Electronic mail module (PMS),

(EPA), 445

128–129

EPCRA (Emergency Planning

Element, 24

and Community Right-

Elevator operators, responsibilities

to-Know Act of the

of, 61

Superfund Amendments and

Email module (PMS), 128–129

Reauthorization Act of 1986),

Embassy Suites Hotels, 3, 16

445

Embassy Suites Outdoor

Equipment:

World, 412

energy-saving, 450

Emergency communication, 411–415

in policy and procedures

Emergency communication plan,

manual, 351–352

412–415

special requests for, 204–205

Emergency plans, 10

Ergonomics, 113

Emergency Planning and

ESL (English as a Second

Community Right-to-

Language), 433, 434

Know Act of the Superfund

Euro, 257

Amendments and

European plan, 211

Reauthorization Act of

Events, reservations from, 145

1986 (EPCRA), 445

Exchange rates (currency),

Employee buy-in, for service

257–258

management program,

Executive housekeeper:

332–333

and general manager, 426–427

Employee development,

job analysis, 426

responsibility for, 55

job responsibilities, 54

Employee handbook, 349–350

for large full-service hotels/

Employee safety programs,

resorts, 46

415–417

for smaller properties, 48

Empowerment, 69

staff training by, 431

parameters of, 334

Executive housekeeping, 423–454.

from service management

See also Housekeeping

program, 333–335

department

in staff members, 251

ADA compliance, 445–446

training for, 335, 364

chief engineer, 446–449

Energy costs, 126

communication, 433–436

Energy management, 449–450

energy management, 449–450

Engineering department,

fixture maintenance, 440

interdepartmental

and greening of lodging industry,

communications with, 85–87.

450–453

See also Plant engineer

housekeeper’s report, 433

English as a Second Language

housekeeping department,

(ESL), 433, 434

424–425

Entrances:

housekeeping department

and positioning of front desk,

management, 428–429

102

in-house vs. outsourced laundry,

security for, 394

441–442

security decisions of, 398, 399

Guest amenities:

for select-service properties, 49

definitions of, 438

service management commitment

inventory control for, 437–438

by, 321

requests for, 82, 204–205

for smaller properties, 48

security for, 394

Gift shop sales and tax, in night

Guest arrivals report, 223, 224

audit report, 286, 294

Guest Connect Booking Engine,

Global distribution systems

140–141

(GDS), 139

Guest cycle, in service management

GOPPAR (gross operating profit

program, 329–331

per available room), 17–18

Guest data/information. See also

Grand Hyatt Hotels, 14

Guest histories

Grand National Hotel, 3

capturing, 196–197

Green, David M., 451–452

removing, 260

Greenbrier Hotel, 318

Guest flow:

Greening of lodging industry,

analyzing, 106

450–453

and positioning of front desk, 102

Gross income, potential, 18,

Guest histories, 262–265

174–175

defined, 262

Gross operating profit per

from front office, 80

available room (GOPPAR),

from marketing and sales PMS

17–18

module, 127

Groundskeeping, for smaller

Guest identification cards, 403

properties, 48

Guest ledger, 235–237

Group arrivals report, 223, 225

defined, 235

Group planners, 145–146

transferring to accounts

Group rates, 211

receivable, 241–242

Group travelers:

Guest list (PMS), 223, 224

convention, 145

Guest messages, PMS tracking of,

PMS registration of, 218, 219

164, 167

reservations from, 145–146

Guest rooms:

Growth areas:

assignment of, 206–207

researching, 33–35

orientation program information

trends affecting, 27–30

on, 349

Guaranteed reservations, 151, 156

security for, 394

Guaranteed room status, 160

selection factors for, 202–206

Guests:

Guest supplies, see Guest amenities

communication with, 433–434

Guest test, 385

complaints by, 319

expectations for fire safety, 405

H

instruction in fire safety, 409

Half-day rate, 211

“report cards” of, 331

Halpine, Kelly, 331

with special needs, 205

Hampton Inn, 3–6, 16

Guest accounts. See also Folios

Hard-key systems, 401

checkout review of, 251

maintaining, 215–216

direct billing to, 60, 202,

security of, 215

253–254

Hardware (for PMS), 108,

transferring to back office, 260

110–114

transfers of charges to, 82, 83

Harrison Conference Centers, 3

482 I N D E X

Hospitality: (Continued)

Household size, 28

importance of, 318–320

Housekeeper, for select-service

at registration, 197–198

properties, 49. See also

training for, see Training for

Executive housekeeper

hospitality

Housekeeper’s report, 433

Hospitality management, training

Housekeeper’s room report, 82

for, 335. See also Managing

Housekeeping activities,

hospitality

outsourcing of, 432–433

Hospitality qualities:

Housekeeping department,

determining, 345–346

424–425. See also Executive

screening for, 346–347

housekeeping

Hospitality Sales & Marketing

cleaning control by, 441

Association International, 31

communication of room status

Hotels, 14

by, 206

all-suites, 15, 16, 20

dependence on rooms forecast,

casino, 14

149

chain, 2–4, 21, 136, 144, 147

importance of, 423–424

commercial, 17

interdepartmental

extended-stay, 16, 20–21

communications with, 81–81

full-service, 20, 43–47, 424, 425

and maintenance, 424

independent, 26–27, 144

management of, 428–429

investments, 8–9

organization of, 424–425

limited-service, 4–5

thefts within, 440

residential, 17

Housekeeping module (PMS), 125

select-service, 6, 16, 20–21,

Housekeeping room status, 81–82

48–49, 53–58, 61–62,

Housekeeping status, 120, 206

424, 425

House limit, 122, 253

Hotel Indigo, 24

Howard Johnson Company, 4

Hotel (magazine), 10–11

Hubbart formula (room rates), 209

Hotels (trade journal), 21

Huckestein, Dieter H., 338

Hotel and Travel Index.com, 146

Human resources management

HotelBenchmark™, 184

department, 87

Hotel brokers, 146

Human resources manager:

Hotel industry:

job responsibilities, 55

business affiliations in, 21–27

for large full-service hotels/

founders of, 2–5

resorts, 46, 47

history of, 5–12

Hyatt Hotels, 5

levels of service in, 20–21

brands of, 24

market orientation in, 17

casino hotels, 14

overview of, 12–13

communications training

researching growth areas in,

program, 227

33–35

Hyatt Regency Hotels, 6, 14

sales indicators in, 17–19

Hyatt Place, 24

trends in, 27–30

Hyatt Resorts, 24

types of lodging facilities, 14–16

Hyatt Summerfield Suites, 24

Hotel Management, 424

Hyatt Vacation Club, 24

Hotel REITs, 9

Hygiene factors (motivation),

Hotel representatives, 146

379, 381, 382

House count, 82, 83, 148

hypen (company), 339

with controller, 84–85

Internet. See also Social media

with executive housekeeping, 449

career research via, 34

with food and beverage

hotel information via, 146

department, 82–84

hotel presence on, 6

by front office, 79–80

leisure travelers’ use of, 147

with housekeeping department,

reservations via, 8, 139–141, 144

81–82, 434–436

Intersell cards, 200

with human resources

Intradepartmental

management department, 87

communication, 79

with maintenance or engineering

Intranets, 119, 125

department, 85–87

Inventory control, 437–439

with marketing and sales

Investments in hotels:

department, 80–81

by Japanese, 8

role of total quality management

REITs, 5, 8–9

in, 91–93

ITT Corporation, 4

with security department, 86

Interdepartmental cooperation,

J

in policy and procedures

Jakarta hotel bombing, 399, 400

manual, 352

Japanese investors, 8

Interest in selling, as hospitality

Jargon, 358

quality, 347

The Jefferson Hotel, 15

Interfaces:

Job analysis:

database, 112, 164, 166, 267

chief engineer, 447–448

of service management and other

defined, 63

departments, 337, 338

director of security, 395–398

Interfacing, defined, 100–101

executive housekeeper, 426

Interhotel property referrals, 142

front office manager, 63–65

International Executive

of personal qualities, skills, and

Housekeepers Association

experience, 345

(IEHA), 446

Job applicants, with disabilities, 365

International guests:

Job descriptions:

currency exchange rates, 257–258

and applicants with disabilities,

greeting, 364

365

housekeeping for, 434

chief engineer, 448–449

training for communicating

defined, 63

with, 227

front office manager, 63, 65, 66

International Hotel Association, 178

human resources manager

International issues:

responsibility for, 55

communication, 55

identification of tasks and skills

employment opportunities, 34

in, 354–355

greeting international visitors,

personal qualities, skills, and

364

experience in, 345

housekeeping, 434

Job knowledge:

predicted traveler volume

of trainers, 362–364

increases, 266

from working in entry-level

service levels, 320

jobs, 32

International Lodging Safety &

Job responsibilities:

Security–Boston Intel Network

assistant general manager, 52–53

(ILISA), 415

controller, 57

484 I N D E X

Le Meridien, 24

Maintenance department. See also

Legal issues:

Executive housekeeping

lawsuits, 58

and housekeeping, 424

overbooking, 151

interdepartmental

with security, 399–400

communications with, 85–87

Leisure time, 27

managing interdepartmental

Leisure travelers, 146–147

communications, 449

Liabilities (accounting), 234

and room status information, 125

Liability:

work with housekeeping

and reasonableness standard,

department, 432

397, 398

Maintenance managers, 54

and security, 394–395

Maintenance module (PMS), 126

and terrorist attacks, 10–11

Malcolm Baldrige Award, 327

Light bulbs, 440

Management. See also Managing

Lighting, energy-saving, 450

hospitality

Limited-service hotels, 4–5.

commitment to service

See also Select-service hotels

management program, 321

Linen control, 437

emergency communication plan

Lines of communication,

responsibilities, 412–415

analyzing, 88–91

hospitality role of, 320–322

LinkedIn, 145. See also Social

room access by, 403

media

on safety committee, 416

Litigious society, 394

Management contract

Lobbies, security for, 394

properties, 22

Lodging facilities:

Manager’s report, in night audit

orientation overview of,

report, 84, 296

348–349

Managing hospitality, 317–340

types of, 14–16

customer relationship

Lodging industry, greening of,

management, 338–339

450–453

delivery of hospitality,

Long, Eric O., 58

320–326

Longo, Joseph, 15

importance of hospitality,

Lounge sales, in night audit report,

318–320

285, 294

interface with other departments

Lowe, Jim, 432

in, 337, 338

service management program

M

development, 328–338

McAuliffe, Sharon H., 139

total quality management

MacGeoch, Andrew, 10–11

applications, 327, 328

McGregor, Douglas, 379, 380

Markets:

McMullin, Robert, 173

room rate categories for, 209

Main menu (PMS), 117

and terrorist attacks, 9

MainStay Suites, 21, 25, 137

Marketing:

Maintenance, for smaller

and economic downturn, 12

properties, 48

emphasis on, 6, 8

Maintenance agreements:

mass, 16

dependence on rooms

niche, 6

forecast, 149

Marketing and sales, role of front

for PMS, 115

office in, 373–374

Mayo, Elton, 379, 381, 382

guest flow in, 106

Medium-size properties,

management review of, 107

organization chart for, 47

for PMS, 104–108

Meetings/incentive/conference/

results of, 107–108

event (MICE) market, 145

selecting team for, 105–106

Mene, Patrick, 327

Needs of guests, subtle

Mensah, Ishmael, 450

cues to, 213

Me/pleasure concept, 27–28

Newell, Andrea, 29

Message book, 68

Newsletters, 128

MICE (meetings/incentive/

Niche marketing, 6

conference/event) market, 145

Night audit, 56, 270–297

Michelin Guide, 146

daily flash report, 291–293

MICROS Systems—Opera PMS, 110

defined, 270

Military rates, 210

formulas for balancing, 283

MindSpring Software—

goal of reports, 278

HotelSMART Suite, 110

importance of, 270–271

Mintek Mobile Data Solutions, 449

night auditor responsibilities,

Minutia, 404

271–282

Miscellaneous charges, PMS

preparing reports, 278–291

tracking of, 240

process of, 272–278

Mobley Hotel, 2

reading, 293–296

Modified American plan, 211

standard posting procedures

Moments of truth, 331, 336

for, 243

Monahan, John, 147

summaries from, 84, 85

Money wire, 256

Night audit module (PMS), 123

Moonlighters, 67

Night auditors, 57

Moore, Robert, 4

responsibilities of, 60,

Motels, 15

271–282

Motivation:

for select-service properties, 62

defined, 378

Nobles, Harry, 431

of employees, 66–67

No-shows:

for quality service, 332–333

financial loss due to, 151

theories of, 378–382

and overbooking, 150–151

MSDS (Material Safety Data

No-show factors, 152

Sheets), 444–445

NQI (National Quality Institute),

MTech, 430

338

Murphy, Patrick M., 393–394

Murphy beds, 204

O

Objectives, for sales-oriented front

N

office, 376

Narula, Avinash, 374–376

Occupancy:

National Quality Institute

double, 175–176

(NQI), 338

optimal, 182

National Restaurant Association,

overbooking, 150–153

31–32

projected, 164, 166

Needs analysis:

Occupancy management formula,

for communicating information,

152–153

106–107

Occupancy patterns, room rates

evaluating information from, 107

and, 265

486 I N D E X

Organization of lodging properties

Parking garage manager:

(Continued)

dependence on rooms forecast, 149

for smaller properties, 47–48

job responsibilities, 58, 59

staffing for front office, 69–72

Parking income, in night audit

Orientation leaders, selection

report, 287, 295

of, 352

Par system, 437

Orientation process, 348

Patience, as hospitality

Orientation program:

quality, 347

administration of, 352–354

Payback period, 116

development of, 347–350

Payment(s):

Orkin, E., 182–185

assembling, 273

ORM (online reputation

assisting guests with, 256–258

management), 137

bank check, 157

OSHA (Occupational Safety and

cash, 157, 254–255, 288

Health Administration),

credit card, 157, 252–253

442–445

debit card, 255–256

Outgoing personalities, 344, 346

for guaranteed reservations, 157

Out of order rooms, 206

methods of, 252–256

Outsourced-Central Reservation

personal check, 255

(CenRes), 155

posting, 235, 237–241, 243,

Outsourcing:

272–273

with central reservations

traveler’s checks, 255

systems, 155–156

Pay-outs, 84

contracted security, 398

Payroll, calculating, 69, 71–72

of housekeeping activities,

PC magazine, 111

432–433

Peak times, 174

of laundry, 441–442

Pegasus Solutions, 137, 155–156

Outstanding balance report, 124

Personal checks, payment by, 255

Overbooking (occupancy

Personalities:

management), 150–153

and clashes among employees, 67

Owner, service management

outgoing, 344, 346

commitment by, 321

Personnel files, 128

Personnel module (PMS), 128

P

Physical plant engineer, see Plant

engineer

Package deals, 146

PIA (paid in advance) listings, 123

Package rates, 211

PictureTel, 29

Paid in advance (PIA)

PINs, 404

listings, 123

PKF Hospitality Research

Paid-outs, 83

(PKF-HR), 11–12, 19

in night audit report, 295

Plan(s):

PMS tracking of, 240

American, 211

Paid-out slips, 235

emergency, 10

Palmer House, 2

emergency communication,

Park Hyatt, 14

412–415

Park Hyatt Hotels Regency, 24

European, 211

Park Inn, 24

fire safety, 405–408

Parking, security for, 394

modified American, 211

Parking garages, 58

Plants, for guest test, 385

488 I N D E X

Reservations. See also Reservation

Residential hotels, 17

RevPAR, see Revenue per available

systems

Restaurant managers, for smaller

room

confirmed, 151, 156

properties, 48

REX (Room Expeditor) software,

forecasting, 148–150

Restaurant sales, in night audit

430–431

future, 214–215

report, 293

RFID (radio frequency

guaranteed, 151, 156

Revenue:

identification), 403

in guest history, 263–264

and economic downturn, 11–12

Ritz, Cesar, 3

inquiries about, 198

loss from unposted late

The Ritz-Carlton Hotel Company,

Marriott Worldwide Reservation

charges, 248

LLC, 327

Center, 4

in night audit report, 295

RM, see Revenue management

processing, 154–158

projected from rooms forecast,

Rodeway Inn, 25, 137

sources of, 143–148

149–150

Role-playing, 359–360, 383, 384

third-party, 141, 142

and terrorist attacks of

Ronson, Terence, 404

through social media,

September 11, 10

Rooms, see Guest rooms

136–137, 141

Revenue accounts, 234

Room attendants:

via Internet, 8

Revenue management (RM),

for select-service properties, 49

Reservation codes, 156–157

173–189

workload/room assignments for,

Reservations managers, 60

applications of, 188–189

429–432

Reservations module (PMS),

block-out periods, 185

Room charges, posting, 272

117–118

channel management, 186

Rooms division manager, 52.

Reservation/referral system, 143

defined, 118, 173

See also Assistant general

leisure travelers’ use of, 147

determining yield, 181–182

managers

toll-free numbers for, 144

feedback, 186–187

Room Expeditor (REX) software,

Reservation screen (PMS), 217

food and beverage sales in,

430–431

Reservation status, 120, 160

187–188

Rooms forecast, 148–150

Reservation systems, 135–168

forecasting room sales, 184

Room inspections, 431–432

Choice Hotels International, 137

management challenges in

Room inventory report, 223, 225

completing reservations through

using, 187

Room inventory system, 206,

PMS, 158, 160, 167

occupancy percentage,

218, 220

forecasting reservations,

174–177

Room keys:

148–150

optimal occupancy, 182

assigning, 215

for franchises, 14

optimal room rate, 182

contactless electronic locks,

global distribution systems

and reservation systems,

403–404

(GDS), 139

153–154

electronic, 126, 215–216,

Hilton Hotel Corporation,

STAR Report, 184, 185

401–404

137–138

strategies in, 182–182

hard-key systems, 401

Holidex, 3

system for, 185

issuing, 222–223

importance of, 136–137

yield management, 177–179

maintaining key system,

Marriott International, 138

Revenue management module

215–216

overbooking, 150–153

(PMS), 118, 119

retrieving, 250, 251

processing reservations, 154–158

Revenue managers, 178–179

security for, 215, 401–404

for referral members, 143

Revenue per available customer

smart cards, 402–403

revenue management, 153–154

(RevPAC), 18

Room key control system, 401

role of Internet in, 139–141

Revenue per available room

Room Key PMS, 110

and social media, 136–137, 141

(RevPAR), 17, 19, 176–177

Room option (PMS posting

sources of reservations, 143–148

Revenue potential, 181

module), 237, 239

third-party reservations,

Revenue realized, 181

Room rates:

141, 142

RevPAC (revenue per available

assigning, 207–213

Residence Inn Company, 4

customer), 18

basis of, 174

establishing, 207–208

and positioning of front desk,

factors in, 208

102, 104

Hubbart formula for, 209

training programs for, 415–418

and location of rooms, 203–204

Safety committee, 416

maximizing, 212

Safety training programs, 415–418

and occupancy patterns, 265

SAFLOK MT™, 402–404

optimal, 182

Salerno, Neil, 183–184

rule-of-thumb method for,

Sales associates, 81

208–209

Sales indicators, 17–19

and selection of rooms, 205–206

Sales skills:

situational applications of, 212

coaching shy employees in,

types of, 209–211

212–213

verifying, 222

for front office staff, 213–215

via Internet, 139–141

training in, 382

Room rentals, in night audit

Sansbury, Michael, 403

report, 285, 294

Satisfaction guarantees, 6

Rooms requested, in guest

Scheduling, 68

history, 265

in food and beverage

Room revenues, 18

department, 83–84

Room sales:

for front office, 69–71

in daily flash report, 293

Schultz, Ray, 4–5

forecasting, 184

Screening employees:

incentives for, 214–215

for hospitality qualities,

in night audit report, 284, 293

346–347

Room sales projections, 82, 148,

for service management

207, 208

program, 333

Room service sales, in night audit

Secretaries, reservations

report, 284, 294

made by, 144

Room status, 206–207

Secretaries clubs, 144

checking, with PMS, 220–222

Security, 392–419

and housekeeping PMS

to avoid lawsuits, 58

module, 125

emergency communication,

PMS tracking of, 160, 161

411–415

types of, 120

employee safety programs,

Room status module (PMS),

415–417

120, 121

fire safety, 404–411

Room status report (PMS),

impact of terrorist attacks on, 10

225, 226

in-house vs. contracted, 398

Royal Sonesta Hotel, 398

of key system, 215

Rule-of-thumb method (room

and positioning of front desk,

rates), 208–209

102, 104

role of housekeeping personnel

S

in, 82

St. Regis, 15, 24

room key, 401–404

Safety. See also Security

safety training programs, 418

fire, 404–411

security department, 86, 149,

Material Safety Data Sheets,

392–398

444–445

for smaller properties, 48

OSHA compliance, 442–445

Security, assistant director of, 395

490 I N D E X

Service management program, 320,

Social networking, 29

Supervisory training, by general

328–338

company profile, 145

manager, 52

and employee buy-in concept,

and PMS reservations module,

Surcharge rates, 286

332–333

118

Surveillance, 127

for empowerment, 333–335

tracking use of, 128

Swig, Rick, 10

evaluating, 335–336

Software, PMS, 108–110

Switchboard operators, 81

follow-through on, 336–337

SOPs, see Standard operating

during fire emergencies, 410

and guest cycle, 329–331

procedures

message-taking by, 83

for hospitality management, 335

Sorenson, Arne, 452

responsibilities of, 60

and interface with other

Sources of reservations, 143–148

SynXis, 140–141

departments, 337, 338

Spa sales, in night audit report,

Systemwide reservations systems,

management commitment to, 321

286–287, 294

154–155

moments of truth in, 331

Special needs, guests with, 205

screening employees for, 333

Special requests:

T

Service quality, 8, 319, 320

meeting, 203

Tailhook Association, 400

Service strategy statement, 322–326

PMS tracking of, 161, 162

Taniguchi, Glenn, 147

Sheraton, 4

Sprague, Phil, 449–450

Taxable REIT Subsidiaries, 9

Shift leaders, 321

SpringHill Suites, 24, 138

Tax Act of 1986, 8

Shoulder time, 174

Stackhouse, Hank, 338

Tax charges, posting, 272

Skills. See also specific skills

Staffing:

Tax cumulative total feature,

demonstrating, 358, 359

for front office, 59–60

in night audit, 284

teaching, 357

human resources manager

Tax option (PMS posting module),

Sleep Inn, 25, 137

responsibilities for, 55

239

Sleepers, 206

for room attendants, 429–430

Tax Relief Extension Act of 1999,

Sloane, Rick, 138

for security department, 395

8–9

Smaller properties, organization of,

Stafford, Leon, 16

Teaching ability, of trainers, 363

47–48

Standard operating procedures

Teams, for total quality

Smart cards, 402–403

(SOPs), 243, 351–352

management, 337–338

SMERF (social/military/

Starkos, Max, 140

Team player, front office manager

educational/religious/fraternal)

Starkov, 141

as, 63

market, 145

STAR Report, 184, 185

Technology:

Smith, Randy, 184, 185

Starwood Hotels & Resorts

advances in, 6, 7

SMM (social media marketing), 12

Worldwide, 4, 24

and corporate travel, 29

SMO (social media

Statement of cash flows, 57

for executive housekeeping,

optimization), 137

Statler, Ellsworth M., 2

449

Snyder, Mark, 440

Statler Hotels, 2

Telephone calls:

Social media. See also Social

Staybridge Suites, 21, 25

telephone initiation and

networking

Stayovers, 151, 206

reception agreements, 357

leisure travelers’ use of, 147

Stephenson, Kim, 186

toll-free numbers, 144, 147,

reservations through,

Sternberg, Lawrence E., 364

154–155

136–137, 141

Stevens Hotel, 2

Telephone charges:

tracking, 265

Stonehaven Hotel, 4

in night audit report, 286, 294

Social media marketing

STR, 184, 185

PMS call accounting module,

(SMM), 12

Stress management, 356

121–122

Social media optimization

STR Global, 184, 185

PMS phone option, 240, 241

(SMO), 137

Suburban, 25, 137

Telephone initiation and reception

Social/military/educational/

Supervising function:

agreements, 357

religious/fraternal (SMERF)

of executive housekeeper, 54

Telephone operators, 60. See also

market, 145

of front office manager, 65–69

Switchboard operators

Terrorist attacks:

Total write-offs, in night audit

effect on security concerns, 393

report, 287, 295

and emergency communication,

Touchscreens, 117

411–412

Tourism and travel associations,

impact of, 9–11

support of, 145

and security measures, 398–400

Tour of property, in orientation

September 11, 2001, 9–11,

program, 349

86, 393

Tour planners, options available

Theft control, of inventory, 440–441

for, 146

The Luxury Collection, 24

TownePlace Suites, 24, 138

Theory X, 379, 380

Toxic chemicals, 445

Theory Y, 379, 380

TQM, see Total quality

Third-party reservations, 141, 142

management

Tickler files, 128

Trade journals, 32

Time clock module (PMS), 129

Trade organizations/associations, 33

Time management, 356

Trade shows, 32

Tips paid out in night audit, 284

Traffic managers, responsibilities

Today’s outstanding accounts

of, 61

receivable, in night audit

Trainer development, 357–358,

report, 295

362–364

Tolerance for contact, in service

Training (in general), 67–68

persons, 333

for emergency communications

Toll-free phone numbers:

managers, 415

leisure travelers’ use of, 147

for employees with disabilities,

for reservations, 144

365

for systemwide reservation

for empowerment, 335

services, 154–155

for fire communications, 409–411

Top down sales method, 213

for fire safety, 409

Total cash sales, in night audit

for greeting international

report, 295

visitors, 364

Total discounts, in night audit

for hospitality management, 335

report, 295

of housekeeping staff, 431

Total outstanding accounts

on-the-job, 67–68, 359

receivable, in night audit

for PMS, 62, 63, 114–115

report, 295

for point-of-sale front office,

Total paid-outs, in night audit

382–384

report, 295

safety training programs, 418

Total paid-out and noncollect sales,

for sales skills, 382

in night audit report, 295

Training for hospitality, 344–368

Total quality management

administering program for,

(TQM), 8, 52

361–362

in communications, 91–93

and Americans with Disabilities

in managing hospitality,

Act, 365–367

327, 328

cross-training, 362

teams for, 337–338

determining hospitality qualities,

Total restaurant sales figure,

345–346

in night audit, 284

developing program for,

Total revenue, in night audit

354–355

report, 287, 295

empowerment in, 364

492 I N D E X

V

Websites, see Internet

Valet services, in night audit

Weissmann Travel Reports, 146

report, 286, 294

Western Electric Company, 381

Valley times, 174

Western Union, 256

Value of hotel properties, 8

Westin, 24, 327, 402

Van Paasschen, Frits, 12

Wilson, Kemmons, 3–4

Vending sales, in night audit

Winkler, Rolfe, 393

report, 286, 294

Wingate by Wyndham

Vendors, PMS, 110, 113

Wise, Jerome, 139

Verifying room rates, 222

Woodworth, Mark, 19

Verret, Carol, 12, 183

Woodworth, R. Mark, 9–10

Videos, training, 383, 384

Worcester, Barbara, 424

VIKI check-in/check-out, 227

Work-at-home reservationists,

VIP status, PMS tracking of,

137–138

163, 165

Workflow, positioning of front

Vista Hotel, 412

desk and, 102

Visual alarm systems, 409

Working supervisors, in smaller

Viva Wyndham Resorts, 26

properties, 48

World Trade Center bombing

W

(1993), 411–412. See also

W Hotels, 24

September 11, 2001

Waldorf=Astoria, 2, 3, 30, 331

Wyndham Garden Hotels, 26

Waldorf Hotel, 3

Wyndham Grand Collection, 26

Waldorf Towers, 3

Wyndham Historic

Walk-in guests:

Hotels, 26

marketing data from, 264

Wyndham Hotels, 26

and occupancy percentages, 152

Wyndham Mayan Resorts

in PMS registration module, 119

Resorts, 26

sales to, 374

Wyndham Resorts, 26