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.
- Includes scan sheet for AHLEI-graded final exam for academic certificate of completion for students enrolled in a school program.
- To be eligible to take the final exam and earn a certificate of completion for this course, you must be enrolled at a school. Students MUST purchase their textbooks or online exams through the online store.
Author: Michael L. Kasavana, Ph.D., Michigan State University
©2017, 14 Chapters, Softbound