Pearson New International Edition International pcl tp indd 1

British Library Cataloguing-in-Publication Data
A catalogue record for this book is available from the British Library
Printed in the United States of America
Copyright_Pg_7_24.indd 1
7/29/13 11:28 AM
ISBN 10: 1-292-02698-7
ISBN 13: 978-1-292-02698-5
ISBN 10: 1-292-02698-7
ISBN 13: 978-1-292-02698-5

---

Table of Contents
P E A R S O N
C U S T O M
L I B R A R Y
I
Glossary
1
1
Robert H. Woods/Jack D. Ninemeier/David K. Hayes/Michele A. Austin
1
. Overview of the Lodging Industry
23
23
Robert H. Woods/Jack D. Ninemeier/David K. Hayes/Michele A. Austin
2
. Front Office and the Guests: Planning for Quality Service
75
75
Robert H. Woods/Jack D. Ninemeier/David K. Hayes/Michele A. Austin
3
. Overview of the Front Office Department