Managing Front Office Operations, Tenth Edition

Managing Front Office Operations, Tenth Edition


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This best-selling textbook provides a comprehensive overview of a hotel's front office and the role it plays in creating memorable guest experiences. Students will learn how the front office interacts with other departments, strategies front desk personnel can use to help keep the hotel profitable, and how e-commerce and social networking affect front office operations.

The tenth edition features several new sections related to the impact of technology on hotel operations, including information on social media platforms, mobile services, mobile device connectivity issues guests may experience in hotels, mobile payments, and how the Internet of Things will affect guest service. New material has been added on key cards and keyless entry technology. In addition, the section on income statements has been revised to reflect the most recent edition of the Uniform System of Accounts for the Lodging Industry.

Please note:

  • Includes final exam sheet for students taking the course.
  • To be eligible to take the final exam and earn a certificate of completion for this course, you must either be enrolled at a school or enrolled as a Distance Learning student through AHLEI. Distance Learning students MUST order their textbooks through the online application ; textbooks purchased through the online store will NOT include the necessary final exam.

Michael L. Kasavana, Ph.D., Michigan State University
©2017, 14 chapters, Softbound
ISBN 978-0-86612-550-5

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Examination/Desk Copy:

Instructors in the United States and Canada who would like to receive an examination copy or desk copy of this textbook should use this online request form . International instructors should contact internationalsales@ahlei.org or call +1.407.999.8100.


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