This student-centred guide to front office operations in the hotel industry employs a user-friendly approach to encourage self-access and enable students to progress at their own pace independently of the lecturer. Activities are provided throughout to help students move from an understanding of the basic principleds to thinking like a front office person. The chapters follow a typical guest from check-in to check-out, with small detours to other areas and departments. Each chapter includes an end-of-chapter summary, review and discussion questions. there is a detailed glossary of useful terms. The book is suitable for those taking Hotel, Catering and Institutional Operations/Management examinations and undergraduates on hotel and catering management courses.
1. Introduction to the hospitality industry.
2. Organization of a hotel.
3. The accommodation product and hotel guest.
4. The front office department.
5. Basic reservation activities.
6. Reservation systems and documents.
7. Check-in of new arrivals.
8. Other duties of the reception department.
9. Front office accounting.
10. Check-out and settlement of accounts.
11. Credit control.
12. Sundry guest services.
13. Handling corporate and group sales.
14. Dealing with guests problems.
15. Yield management.
16. The electronic front office.
