Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Property management system (PMS):
The computer hardware and programs used to record guest
reservations and requests and to manage the prices charged for rooms and other services. The system
also records and stores hotel sales data and other historical information useful in decision making for
effective hotel management.
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Revenue and reservations management. The front office has the responsibility to
maximize the hotel’s revenue per available room (RevPar). To do so requires
staff to implement tactics to increase the occupancy percentage and the aver-
age daily rate (ADR).
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Management of guest services. The front office focuses directly on the delivery
of service to the guests while they are at the hotel. Examples include handling