Abstract

This popular and well-established text has been revised to take account of new developments in hotel front office operations. The scope of the book has been extended to show how the skills apply in other service sector context, and updated to include more uses of new technology in the front office. Retaining the familiar sequence of the first edition, the book deals with the placing of reservations, arrival, check-in, communication problems within an establishment, the services provided for guests, the purpose of accounting systems, and the check-out of guests. Staffing of the front office and the roles of the receptionist and the accommodation manger are also examined closely.