Front Office: Procedures, Social Skills and Management

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Butterworth-Heinemann, 1991 - Business & Economics - 264 pages
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Designed for all students of hotel management, this key text offers a modern approach to front office operations and management using realistic scenarios set in the hotel environment.

In particular it reflects the importance of different features of the receptionist's work, the book is divided into three main sections: Procedural aspects, Psychological aspects and Management aspects. The first part deals mainly with the clerical side, looking at check-in, advance booking and accounting procedures and vital security measures. A complete section is then devoted to the social skills that a receptionist needs to develop in order to deal effectively with people, and the authors show how these skills can be used to increase sales. In the final four chapters, the book discusses management issues which are often neglected in textbooks on front office. Front Office is ideal for BTEC/SCOTVEC students and NVQ levels 3 and 4, those taking professional exams of the HCIMA, and also for undergraduates studying hotel and catering management.

Radically different in approach to other textbooks
Examines the role of social and management skills, does not just concentrate on procedural aspects
Looks at security issues such as theft and vice

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About the author (1991)

Peter Abbott is a retired university lecturer. He has written a number of Men-at-Arms titles for Osprey, He has been collecting material on the various Ukrainian forces for many years.
Eugen Pinak graduated as a Master of Law from the Taras Shevchenko University and currently works as a lawyer in Kyiv. He is a serious student of military history, including orders of battle, organisation and uniforms.

Lewry is Senior Lecturer, Manchester Metropolitan University.

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