gary k. vallen

　　The leader in rooms management education and job-training for over two decades. This text provides exceptionally complete coverage of the hotel's front office and all of the support positions that make it work—from the global reservation network, to legal concerns, sales and marketing techniques, management issues, room rate formulas, and control and oversight. The seventh edition of Check-In; Check-Out focuses on the broad view of lodging management and all that it entails. In a sequence that follows the flow of most guests—reservation, arrival, billing, departure, auditing and accounting—the book treats both the how (e.g., completing a reg. card) and the why (e.g., yield management) while keeping students abreast of the trends currently affecting the industry.

I. THE HOTEL INDUSTRY.
 1. The Traditional Hotel Industry.
 2. The Modern Hotel Industry.
 3. The Structure of the Hotel Industry.

II. THE RESERVATIONS PROCESS.
 4. Global Reservations Technologies.
 5. Individual and Group Reservations.
 6. Forecasting Availability and Overbooking.

III. GUEST SERVICE AND RATE STRUCTURES.
 7. Managing Guest Service.
 8. The Guest Arrival, Registration and Rooming.
 9. The Role of the Room Rate.
IV. THE HOTEL REVENUE CYCLE.
10. Billing the Guest Folio.
11. Cash Transactions.
12. Credit and the City Ledger.

V. ROOMS MANAGEMENT TECHNOLOGY.
13. The Night Audit.
14. Technology and the Hotel Industry.