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 for keeping the front desk profitable, and how e-commerce and social networking affect front office operations.

The ninth edition features a new section on payment card industry (PCI) compliance. This edition also features hundreds of small but important changes throughout the book to reflect today’s new computer, Internet, self-service, and telephone technologies.

This textbook comes packaged with a keycode to access Front Office Manager, a 10-module, interactive online component that provides an overview of the organization and management of the front office. Users will love the self-paced, discovery-driven approach that puts them in control as they explore each area of the hotel and click on highlighted objects to learn about each facet of front office operations.

Michael L. Kasavana, Ph.D., Michigan State University
©2013, 14 chapters, Softbound
ISBN 978-0-86612-413-3