1. Yield management
1.1. Income - Expenses = Yield
1.2. Major obstacles
1.2.1. Lack of creativity
1.2.2. Monitoring the wrong signals
1.2.3. Lack of attention
1.2.4. Conflict between sales and service
1.2.5. Rewarding the wrong behavior
1.2.6. Targeting the wrong customers
1.3. Basic concepts of yeild management
1.3.1. Simplifying the yeild management system to make it manageable
1.3.2. Examining the rate controls to make certain that yield the strongest revenue return
1.3.3. Using length-of-stay controls to shift demand from sold-out periods to slack periods
2. Length-of-stay controls
2.1. Managing stay lengths is complex but is the most rewarding of yield management functions
2.2. Requires an understanding of demand by various length-of-stay intervals
3. Front Desk Management
3.1. Bell Stand
3.1.1. Basic duties of a bell person:
3.1.1.1. Handing incoming & outgoing guest luggages
3.1.1.2. Greeting arriving & departing guests
3.1.1.3. Answering the guest's questions about the location attractions
3.1.1.4. Keeping guest's luggage
3.2. Front desk
3.2.1. Usually located in the lobby area
3.2.2. The number of workstations depends on the size of the hotel ( 1 workstation per 100 guest room)
3.2.3. Each workstation has a computer or PMS terminal with a credit card swiper and printer, room key encoder, telephone
3.3. Some aspects to consider when allocating rooms
3.3.1. Rate
3.3.2. Length of stay
3.3.3. Loyalty to the hotel/ membership level
3.3.4. Reservation guarantees
3.3.5. VIP level
3.3.6. Special requests