Front Office: Procedures, Social Skills, Yield and ManagementDesigned for all students of hospitality and tourism management, the second edition of this best selling text gives a modern approach to front office operations and management using realistic scenarios set in the hotel environment Key features of this essential text: · user-friendly style of writing and accessible page layout enables students to use it as a reference book as well as a textbook · updated in the light of recent developments such as global distribution systems and the internet · greater focus on increasing yield and expansion of vital management aspects such as staffing and equipment · additional extended, practical exercise material. Front Office reflects the importance of different features of the receptionist's work and is divided into four main sections: · Procedural aspects · Dealing with people · Increasing yield · Management aspects Front Office is ideal for GNVQ/ BTEC students, those taking the professional exams of the HCIMA, and for undergraduates and postgraduates studying hospitality and tourism management and all relevant executive courses. |
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Common terms and phrases
ABBEY NATIONAL able accommodation actually advance bookings allocated allow arrivals list bed and breakfast behaviour billing machine cash cashier cent central reservations charges check-in cheque cheque guarantee card computerized conference conventional chart cost credit card density chart desk Eurocheques expected extra facilities front office manager front office staff group tour guest's name handle important involves kind leisure bookings look manual systems means Mr/s night normally number of rooms occupancy offer overbooking package Pancontinental payment person possible problem rack rate reason receptionist record registration reservation restaurant room availability room number room rack room revenue selling shown in Figure shows single social skills stay table d'hôte telephone timeshare tion tour operators Tourist Information Centre travel agents twins usually vouchers would-be guest yield management