ORLANDO, FL—The American Hotel & Lodging Educational Institute (AHLEI) has published the 10th edition of “Managing Front Office Operations.” Written by Michael L. Kasavana, Ph.D., the textbook, available in print and eBook formats, provides an overview of a hotel’s front office and the role it plays in creating memorable guest experiences.
Topics included in the textbook: 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 10th edition has 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.”