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Table of Contents

  • PART I: THE HOTEL INDUSTRY
  • 1. The Traditional Hotel Industry
  • 2. The Modern Hotel Industry
  • 3. The Structures 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 Services
  • 8. Arrival, Registration, Assignment and Rooming
  • 9. The Role of the Room Rate
  • PART IV: THE HOTEL REVENUE CYCLE
  • 10. Billing the Guest Folio
  • 11. Cash or Credit: The City Ledger
  • PART V: TECHNOLOGY
  • 12. The Night Audit
  • 13. Hotel Technology
  • GLOSSARY
  • BIBLIOGRAPHY
  • INDEX

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