Front Office Operations

The fourth edition of this best-selling text has been completely revised and updated throughout and has been brought in-line with recent developments in information technology. It now has a lively new design with many more illustrations, new case studies and examples incorporated throughout. All of which provides students with accessible clear coverage of the subject area.

Preface

v

The hospitality industry and the hotel reception

1

(18)

The hospitality industry

Organisation structures

The departments in rooms division

Career opportunities

Professional and technical associations

Care of the customers

19

(20)

Hotel security

Health and safety

Fire precautions

Care of the customer

Roles, responsibilities and attributes of a receptionist

The reception office and communications

39

(28)

Communications

Verbal communication

Non-verbal communication

Written communication

Telecommunications

General office practice

Additional tasks

Legal requirements

Reservations

67

(20)

Methods of reservation

Recording bookings

Control of reservations

Confirming reservations

Status of reservations

Checking in and staying

87

(24)

Registration

Room status

Notifications and records

Departure

Summary

Guest accounting

111

(22)

Principles of hotel billing

Type of system

Tabular ledger

Machine billing

Computer billing

Property management systems

Control procedures

Night audit

Potential bad debts

Methods of payment

133

(22)

Cash floats

Methods of payment

Foreign exchange

Petty cash and paid outs

Banking

Receipts

Advance deposits and prepayments

Pre-authorisation

Refunds

Rapid/speedy check-out

Statistics and reports

155

(20)

Business statistics

Key room statistics

Occupancy report

Guest statistics

Operational reports

Forecasts

Financial reports

Selling techniques

175

(16)

Reception as a sales department

Purpose of selling

The hotel product

Selling methods

Distribution channels and sales in modern hotels

191

(22)

Distribution channels

Handling and billing

Conferences

Global distribution systems

Central booking offices

Internet/WWW

CD-ROM

Index

213

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

FREE SHIPPING

Amazon no longer offers textbook rentals. We do!

Front Office Operations

Summary

Table of Contents

Supplemental Materials