Check-in Check-Out: Managing Hotel Operations eBook

Gary K. Vallen all

Check-in Check-Out: Managing Hotel Operations eBook

By Gary K. Vallen, Jerome J. Vallen
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Gary K. Vallen all
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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


Extensively revised to reflect the industry’s rapid changes, this widely popular guide presents rich detail about best practices and future directions in the hotel industry, while offering the widest coverage of any book in the field. Readers gain an intuitive understanding based on the flow of the guest’s experience, from reservation, arrival, and registration, to 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. Coverage includes internationalisation; green operations; financing sources; boutique and urban collections; and reservations strategies.


Check-in Check-Out: Managing Hotel Operations, has been updated throughout to cover such current topics such as detail cancellation policies for major OTA channels, leading-edge technology and reservations, mobile apps and devices, global distribution, third-party housing poachers or pirates, conflicts over master billing, EMV technology and the rising popularity of smart cards, night audit reports, cyber security in the hospitality industry, and much more. Included are over 150 exhibits to promote visual learning.

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  • Offers readers an intuitive understanding based on the familiar flow of the hotel guest’s experience:

    • Follows the same flow as the guest does, proceeding through reservation, arrival, registration, purchases of services, departure, billing, and recordkeeping.

    • Offers a logical and natural model for understanding the industry’s excitement and complexity, and setting priorities for learning.

  • Gives students broad insight into all aspects of the industry, Including:

    • The entire rooms division, not just the front office.

    • The hotel industry’s cyclical nature.

    • Internationalisation of the lodging industry, with examples from around the world.

    • Hotel financing, including the emergence and growth of sovereign wealth funds.

    • The increasing focus on green practices and the environment.

    • Powerful new approaches to reservation and rate setting.

    • Shifts in the hotel communication environment.

    • Many important topics other books ignore, such as corporate housing, destination elevators, and trade advertising contracts.

  • Ensures understanding of each chapter’s key concepts, while enriching learning and promoting critical thinking:

    • Chapter-opening paragraphs and outlines concisely summarise key points and illuminate chapter structure and goals.

    • Chapter-ending Resources and Challenges include web-based assignments, interesting and timely new items, and True/False questions and answers.

    • “Incident” features challenge students to link each chapter’s content to real-world scenarios by choosing the best responses as a hospitality manager or employee.

  • Provides an understanding of the industry and its interdependence with other industries:

    • Covers hospitality’s linkages with franchising, credit cards, real estate, telecommunications, and other industries.

    • Contains the most complete glossary of any hotel text, as well as definitions on first usage throughout.

  • Simplifies access to information, while helping students learn visually:

    • Includes extensive visual exhibits, cross-referencing to related information, and an outstanding cross-referenced index with over 4,000 entries.

    • Contains over 150 exhibits that familiarise students with every aspect of day-to-day hotel operations.

Table of contents
  • 1. The Traditional Hotel Industry
  • 2. The Modern Hotel Industry
  • 3. The Structures of the Hotel Industry
  • 4. Forecasting Availability and Overbooking
  • 5. Global Reservations Technologies
  • 6. Individual Reservations and Group Bookings
  • 7. Managing Guest Services
  • 8. From Arrival to Rooming
  • 9. The Role of the Room Rate
  • 10. Billing the Guest Folio
  • 11. Cash or Credit: The City Ledger
  • 12. The Night Audit
  • 13. Hotel Technology