Check-In Check-Out: Managing Hotel Operations
Edition: 12
Copyright: 2026
Pages: 546
Edition: 12
Copyright: 2026
Pages: 546
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The 12th edition of Check-In Check-Out: Managing Hotel Operations reflects a significant revision of both content and approach to better align with evolving realities of today’s hotel industry. Since the last edition, hospitality operations have undergone major shifts in digital transformation, changing guest expectations, and new service delivery models shaped by both technological advancement and workforce challenges. This edition was carefully revised to help students and instructors keep pace with those changes.
All thirteen chapters have been thoroughly reviewed and updated to:
- Replace terminology with modern industry language used in today’s hotels.
- Integrate current technology trends such as cloud-based PMS, mobile check-in and check-out, artificial intelligence, smart guest room controls, and cybersecurity.
- Enhance student engagement through updated exhibits, case-based critical thinking problems, and redesigned assessment tools.
- Reflect a stronger emphasis on ethical decision-making, sustainability, diversity, and accessibility in guest service.
Preface
About the Authors
Part 1: The Hotel Industry
Chapter 1 Foundations of The Hotel Industry
Chapter 2 The Evolution of The Hotel Industry
Chapter 3 Hotel Structures: People, Property, and Organization
Part 2: The Reservation Process
Chapter 4 Forecasting Occupancy and Managing Overbooking Risk
Chapter 5 Hotel Reservations and Distribution Technologies: Channels, Systems, and Strategies
Chapter 6 Reservations and Group Room Blocks: Managing Individual and Group Bookings
Part 3: Guest Services and Rate Structures
Chapter 7 Managing Guest Service: Quality, Satisfaction, and Empowered Employees
Chapter 8 Guest Arrival and Check-In
Chapter 9 Room Rates and Revenue: Strategies for Hotel Pricing
Part 4: The Revenue Cycle
Chapter 10 Guest Folio Management and Billing Procedures
Chapter 11 Managing Cash, Credit, and The City Ledger
Part 5: Technology
Chapter 12 The Night Audit
Chapter 13 Hotel Technology: Systems, Innovation, and Integration
Glossary
Index
Dr. Gary K. Vallen is Professor in the School of Hotel and Restaurant Management at Northern Arizona University. He joined that program in 1988 as one of its founding faculty, bringing years of industry experience to the classroom. Part of his resumé includes vice president and AGM of a hotel/casino, hotel sales manager, financial and operational analysis, AGM for a corporation of private clubs, and hundreds of industry consulting projects.
Dr. Vallen received his undergraduate degree in hotel administration at the University of Nevada, Las Vegas. Despite the long hours of industry, he simultaneously worked and earned an MBA at the University of Nevada, Reno. His doctorate degree (with an emphasis in hospitality education from Northern Arizona University) was earned after he began teaching. In addition to Check-In, Check-Out, Dr. Vallen coauthored An Introduction to Hospitality Management, edited two editions of a textbook entitled A Host of Opportunities, and has published over three dozen refereed articles and conference proceedings. He is on the editorial boards of five professional journals.
Professor Vallen operates Gary Vallen Hospitality Consultants (www.GaryVallen HospitalityConsultants.com), which specializes in industry research and analysis such as demographic and economic impact studies at festivals, fairs, rodeos, and ski slopes; secretshopper evaluations for individual and chain-affiliated hotels; feasibility studies and related assistance to regional Native American tribes, including the Hopi and Navajo. He is also well known for his rural tourism expertise. Some of his work has been presented at the U.S. Supreme Court and heard on National Public Radio’s Marketplace.
Dr. James R. Drake III James Drake’s background is in the resort & gaming industry in Las Vegas, Nevada. He has experience as a director of a university hospitality program in the U.S. James holds a PhD in Hospitality Administration from the University of Nevada, Las Vegas.