Front Office, procedures, social skills, yield and Management Second Edition

Description

Designed 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. Examines the role of social and management skills, does not just concentrate on procedural aspects Explains both manual and computerized front office systems Includes realistic exercises using examples from the hotel environment Contents Introduction Part One: Procedural Aspects 17 1 Advance bookings 19 2 Check-in and related issues 33 3 Guest accounting 48 Part Two: Dealing with People 63 4 Legal aspects and security 65 5 Hospitality 77 6 Social skills 88 Part Three: Increasing Yield 101 7 Sales 103 8 Marketing aspects 116 9 Yield management 130 10 Groups 144 Part Four: Management Aspects 155 I Rantise 57, 12 Control” 170 13 Staffing 184 14 Equipment 196 Index 208