Front Office Operations

Contents Preface. 1. Introduction to hotel industry. 2. International corporate hotels. 3. Classification of hotels. 4. Organisational setup of front office department. 5. Duties and responsibilities of different front office. 6. Organization structure. 7. Market and customer. 8. Reservation. 9. The guest cycle front office system. 10. Importance of communications. 11. Basics of security. 12. Caring for customers. 13. Handling complaints. 14. For guests hosts and hostesses. This book on Front Office Operation is designed for all the students of hospitality and tourism management. It deals with the concepts of organisation communication ethics and policies within a hotel. The primary focus of the book is on the front office operations including housekeeping reservations and night audit departments. The other departments discussed in the book provide the readers an understanding of how these departments relate to the front office and how the operate to enhance the guest experience. The book portrays the nature and operation of hotels as they exist today. The property management system has dramatically changed the hotel operations therefore extensive time has been devoted to covering this technology. Performance measurements and analysis of what makes a truly successful hotel are discussed in detail. Finally the hotel management is and will always remain about the people chapters are devoted to both the hotel guest and the hotel employees. 338 pp.…