Chapter 11
Front Office 246
Rooms Division 247
Racking System 248
Property Management System 249
The Front Office 250
Reservations Department 250
Taking Reservations 251
Room Inventory 253
Reservations Staff 253
Uniformed Services Department 253
Door Services 254
Bell Services 255
Parking and Transportation 256
Information and Arrangements 256
Telecommunications Department 257
Front Desk Department 258
Greeting 259
Check-In 260
Financial Tasks 261
Valerie Ferguson—Achieving the
American Dream 262
Checkout 264
Guest Security 266
Guest Services 269
Traits of Front Office Staff 270
Role of the Front Office Manager 270
Forecasting 271
Scheduling 271
The Hotel Guest Cycle 271
Prearrival Stage 272
Arrival Stage 273
Occupancy Stage 273
Departure Stage 274
Chapter 12
Housekeeping 276
Cleanliness and Sanitation 277
Cleanliness 278
Sanitation 278
Guest Rooms 279
Entering Guest Rooms 280
Ted Teng—No Limits on
Determination 281
Cleaning Guest Rooms 282
Providing Guest Supplies 282
Reporting Problems 282
Limiting Guest Room Access 284
Turndown Service 284
Public Areas 284
Laundry 286
Washing Laundry 288
Care of Linens 289
Inventory of Linens 289
Contract Services 291
In-House 291
Contract 291
Role of the Executive Housekeeper 293
Training 293
Scheduling Staff 293
Supplies and Equipment 293
Room Status 293
Contact with Front Office 295
Chapter 13
Security 298
Overview of Security 300
Protection 301
Threats to Security 301
Liability 303
Elaine Grossinger Etess—First Woman President
of AH&LA 305
Security Staff 306
Maintaining Security 306
Structural Security 307
Buildings 307
Guest Rooms 308
Technology 309
Contents
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