Table of Contents

Table of Contents

PART I: THE HOTEL INDUSTRY

1.      The Traditional Hotel Industry

2.      The Modern Hotel Industry

3.      The Structure 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 Service

8.      Arrival, Registration, Assignments and Rooming

9.      Role of the Room Rate

PART IV: THE HOTEL REVENUE CYCLE

10.  Billing and the Guest Folio

11.  Credit and the City Ledger

12.  Cash Transactions

PART V: TECHNOLOGY

13.  The Night Audit

14.  Hotel Technology

GLOSSARY

BIBLIOGRAPHY

INDEX