by Todd Comen

Case Studies in Front Office Management presents a new dimension to the popular case study series. This book is a collection of case studies that take place at the Boden Oceanside Resort and Lodge, a luxury property in a rural tourist destination.

The 18 case studies follow the traditional guest cycle with cases taking place in the pre-arrival, arrival, occupancy, and departure stages.

Contents

1. Pre-Arrival
   • Tub for Two
   • Booking On-line

2. Arrival
   • Le Chanterelle Disappointment
   • Checking in to the Boden Oceanside Resort and Lodge
   • Overbooked at the Boden Oceanside Resort and Lodge
   • To Serve or Not to Serve
   • Risking the Upgrade!
   • Something Old, Something New: Meeting Tour Group Needs

3. Occupancy
   • The Case of the Turndown Blues
   • It's Not My Job
   • The Case of the Missing Jewels
   • Tension in the Housekeeping Department
   • Filling the Shoes of a Veteran Executive Housekeeper
   • Memos from the Front Office Manager
   • Turnover at the Front Desk—or the Value of an Employee
   • The General Manager Turns Over Staffing Issues
   • Family Reunions: Worth the Hassle?

4. Departure
   • Owning the Problem!

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