Front Office


  • P. Abbott, Principal Lecturer, Manchester Metropolitan University
  • S. Lewry, Senior Lecturer, Manchester Metropolitan University

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 environmentKey features of this essential text:路 user-friendly style of writing and accessible page layout enables students to use it as a reference book as well as a textbook路 updated in the light of recent developments such as global distribution systems and the internet路 greater focus on increasing yield and expansion of vital management aspects such as staffing and equipment路 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:路 Procedural aspects路 Dealing with people路 Increasing yield路 Management aspectsFront 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.
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BTEC, HCIMA and undergraduate hotel and catering management students.


Book information

  • Published: March 1999
  • ISBN: 978-0-7506-4230-9

Table of Contents

Introduction; Procedural aspects - Advance bookings; Check-in and related issues; Guest accounting; Dealing with people - Security - Hospitality; Social skills; Increasing Yield - sales; Marketing aspects; Yield management; Groups; management aspects - Tariffs, Control; Staffing; Equipment; Index.