FRONT OFFICE PROCEDURES SOCIAL SKILLS AND MANAGEMENT

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 ENVIRONMENT. KEY FEATURES OF THIS ESSENTIAL TEXT INCLUDE AN USER-FRIENDLY STYLE OF WRITING AND ACCESSIBLE PAGE LAYOUT, WHICH ENABLES STUDENTS TO USE IT AS A REFERENCE BOOK AS WELL AS A TEXTBOOK; UPDATIONS IN THE LIGHT OF RECENT DEVELOPMENTS SUCH AS GLOBAL DISTRIBUTION SYSTEMS AND THE INTERNET; GREATER FOCUS ON INCREASING YIELD AND EXPANSION OF VITAL MANAGEMENT ASPECTS SUCH AS STAFFING AND EQUIPMENT; AND, 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 PROCEDURAL ASPECTS; DEALING WITH PEOPLE; INCREASING YIELD; AND, MANAGEMENT ASPECTS. "FRONT OFFICE" IS IDEAL FOR GNVQ/ BTEC STUDENTS, THOSE TAKING THE PROFESSIONAL EXAMS OF THE HCIMA, AND FOR UND