Abstract

This book looks at the work of the front office department in a refreshingly logical way. It gives, through reference to three closely defined hotels, the recommended system for dealing with the work in the front office in these widely differing types of establishment. The book follows the stay of guests in a hotel and deals with the placing of reservations, arrival and check-in, the communication problems within the hotel, the services provided during a guest's stay, the purpose of accounting systems, and, finally, the check-out of guests. Also closely examined is the staffing of the department and, in particular, the work of the receptionist and the accommodation manager.