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Guide to Front Office Operation

Guide to Front Office Operation

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Guide to Front Office Operation

évaluations:
4.5/5 (10 évaluations)
Longueur:
148 pages
51 minutes
Éditeur:
Sortie:
Jun 18, 2015
ISBN:
9781310108969
Format:
Livre

Description

Guide to Front Office Operation is a primer on the lodging and hotel business. The manual gives the user an overview of the front office or reception in a lodging operation with a look into the world of hotels. It explains the guest cycle and how it affects the hotel operation at every stage of the cycle. The guide includes outlines of basic and standard procedures as practised in hotels worldwide.

The manual is ideal for managers and owners especially for smaller hotels without management and training support from a corporate office. The guide serves as a useful resource for new employees and students in the hotel industry to complement their training or education.

Éditeur:
Sortie:
Jun 18, 2015
ISBN:
9781310108969
Format:
Livre

À propos de l'auteur

Consultant & Hospitality Educator. Based in Toronto, Ontario, Canada. 17 years in the hotel industry in Canada. Since 2002, mainly involved in training facilitation and as lecturer in post secondary institutions in Toronto. International experience include visiting lecturer in Beijing for a private college, and consulting assignments in Eastern Europe, Latin America and Philippines. Currently, completing hospitality manuals for online publications. Certified Hospitality Educator with the Educational Institute of the American Hotel and Lodging Association, Bachelor's degree in Business Administration and Arts.

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Aperçu du livre

Guide to Front Office Operation - Alex Buenafe

Guide to Front Office Operation

Basic Procedures for the Hotel Front Office

By Alex Buenafe

Copyright 2015 by Alex Buenafe

Smashwords Edition

This e-book is for your personal use only and may not be resold or given away to other people.  If you wish to share this book with others, please purchase an additional copy for each recipient.  If you are reading this book but did not purchase it or this e-book was not purchased for your use only, please return to your favourite e-book retailer and purchase your own copy.  Thank you for respecting the work of the author.

Table of Contents

FOREWORD

1

THE WORLD OF HOTELS

Classification of Hotels

Types of Lodging Operations

Service as a Product

Standard & Quality

Guest Cycle

2

HOTEL ORGANIZATION

Operation

Support

Rooms Division

Front Office Systems

3

RESERVATION

Reservation Format

Reservation Channels

Processing a Reservation

4

REGISTRATION PROCEDURES

Registration Record

Registering a Guest

Room Status

Walk-In Registration

Fulfilling Guest Requests

5

FRONT OFFICE ACCOUNTING

Posting on Folios

Cash Out Procedures

6

GUEST DEPARTURE

Methods of Settlement

Final Tasks

7

GUEST CONTACT

Communication

Guest Services

Guest Complaints

Privacy and Security

KEY TERMS

RESOURCES

AUTHOR’S NOTES

FOREWORD

Guide to Front Office Operation is a primer on the lodging and hotel business.  The manual gives the user an overview of the front office department, explains the guest cycle and outlines basic procedures according to cycle.  It is ideal for managers and owners especially for smaller hotels without management and training support from a corporate office.  The guide may also serve as a useful resource for new employees and students in the hotel industry to complement their training or education.

The key terms section at the back of the guide contains the most common words and expressions used in every day front office operation.  For quick reference, words and expressions used in the manual are linked to the key terms section.

The author acknowledges the input and helpful suggestions of Mariz Soliman in Tayabas, Philippines, Jo Anne Hecht in Toronto and Carolyn Wright in Negril, Jamaica.  For this manual, the author draws from experience working as adviser to the following hotels: Rondel Village Hotel, Negril, Jamaica; Hotel Victoria, Chelyabinsk, Russia; Graceland Estates, Tayabas, Philippines and the Camino Real Hotel group in Bolivia.

THE WORLD OF HOTELS

The primary business of a hotel is to provide accommodation or lodging to travelers in return for payment.  Travelers are transients who need a place to stay on a temporary basis not for permanent or residential purpose.

Hotels operate selling room nights as their inventory.  A room night is one room for one night.  In a year, a room for one night translates into 365/ 366 room nights inventory.  Hostels or similar lodging that offer guests a bed instead of a room, count bed nights instead of room nights.

Today, hotels go beyond providing a room or a bed to travellers.  Small to large hotels provide additional services and facilities to complement their lodging operation.  The facilities and services that one finds in hotels cater to the diverse needs and preferences of their guests.

Facilities may range from places to eat and drink such as restaurants, cafes, minibars or vending machines.  Hotels may have facilities and services for leisure activities, e.g. swimming pool, spa or gym, or facilities for business, e.g. a business centre or meeting room.  In addition, hotels may provide guest laundry, in-room safe, foreign exchange or transportation.

Swimming Pool, Rondel Village, Negril, Jamaica

CLASSIFICATION OF HOTELS

Hotels are

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  • (5/5)
    It's not hard to get what you wish to know about the virility concepts and ideas for regarding your responsibility. Quick search and find the way of work even it's so detailed. Thanks!