Now in its Ninth Edition, Check-In Check-Out remains the leading guide to managing profitable hotel operations. Extensively revised to reflect the industry’s rapid change, it presents rich detail about best practices and future directions, while offering the widest coverage of any book in the field. Students gain an intuitive understanding based on the flow of the guest’s experience: through reservation, arrival, registration, service purchasing, departure, billing, and recordkeeping. The entire rooms division is covered thoroughly, and linked to other hospitality functions, related industries, and the broader economy. Extensive new coverage includes: increased internationalization; green operations; new financing sources; boutique and urban collections; new reservations strategies; and much more. This edition has been streamlined to help students learn more in less time, and contains 150+ exhibits to promote visual learning.

Features

For courses in hotel administration that focus on front desk operations or hotel management, and as an adjunct to other hotel courses such as housekeeping, hotel accounting, hotel marketing or hotel personnel/human resources.

Table of Contents

PART I: THE HOTEL INDUSTRY

1. The Traditional Hotel Industry

2. The Modern Hotel Industry

3. The Structures of the Hotel Industry

PART II: THE RESERVATIONS PROCESS

4. Forecasting Availability and Overbooking

5. Global Reservations Technologies

6. Individual Reservations and Group Reservations

PART III: GUEST SERVICE AND RATE STRUCTURES

7. Managing Guest Services

8. Arrival, Registration, Assignment and Rooming

9. The Role of the Room Rate

PART IV: THE HOTEL REVENUE CYCLE

10. Billing the Guest Folio

11. Cash or Credit: The City Ledger

PART V: TECHNOLOGY

12. The Night Audit

13. Hotel Technology

GLOSSARY

BIBLIOGRAPHY

INDEX