Front Office Operations

by Dix, Colin; Baird, Chris

• ISBN13: 9780582319318
• ISBN10: 0582319315
• Edition: 4th
• Format: Paperback
• Copyright: 1998-08-01
• Publisher: Addison-Wesley Longman Ltd

Summary

The fourth edition of this best-selling text has been completely revised and updated throughout and has been brought in-line with recent developments in information technology. It now has a lively new design with many more illustrations, new case studies and examples incorporated throughout. All of which provides students with accessible clear coverage of the subject area.

Table of Contents

Preface	v
The hospitality industry and the hotel reception	1	(18)
The hospitality industry
Organisation structures
The departments in rooms division
Career opportunities
Professional and technical associations
Care of the customers	19	(20)
Hotel security
Health and safety
Fire precautions
Care of the customer
Roles, responsibilities and attributes of a receptionist
The reception office and communications	39	(28)
Communications
Verbal communication
Non-verbal communication
Written communication
Telecommunications
General office practice
Additional tasks
Legal requirements
Reservations	67	(20)
Methods of reservation
Recording bookings
Control of reservations
Confirming reservations
Status of reservations
Checking in and staying	87	(24)
Registration
Room status
Notifications and records
Departure
Summary
Guest accounting	111	(22)
Principles of hotel billing
Type of system
Tabular ledger
Machine billing
Computer billing
Property management systems
Control procedures
Night audit
Potential bad debts
Methods of payment	133	(22)
Cash floats
Methods of payment
Foreign exchange
Petty cash and paid outs
Banking
Receipts
Advance deposits and prepayments
Pre-authorisation
Refunds
Rapid/speedy check-out
Statistics and reports	155	(20)
Business statistics
Key room statistics
Occupancy report
Guest statistics
Operational reports
Forecasts
Financial reports
Selling techniques	175	(16)
Reception as a sales department
Purpose of selling
The hotel product
Selling methods
Distribution channels and sales in modern hotels	191	(22)
Distribution channels
Handling and billing
Conferences
Global distribution systems
Central booking offices
Internet/WWW
CD-ROM
Index	213