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Front Office Management Book
Front Office Management Book
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INDEX 1.0. Introduction of Hotel Industry 1.1. DEFINING THE HOSPITALITY INDUSTRY 1.2. HISTORY AND DEVELOPMENT OF THE LODGING INDUSTRY 1.3. HISTORY & DEVELOPMENT OF LODGING INDUSTRY IN INDIA
1.16.2. What exchanging is (swapping your week for someone elses?) 1.16.3. Resort Seasons (aka, the Color of a week) 1.16.4.Buying Timeshare 1.16.5.The resale market 1.16.5. Exchanging Your Timeshare Week 2.0 Front Office department Layout 2.1. Front Office Equipment
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3. 0.Front Office Organization 3.1. Importance of Front Office 3.2. FRONT OFFICE ORGANIZATION Departmental Hierarchy 3.3. FUNCTIONAL ORGANIZATION OF FRONT OFFICE DEPARTMENT
5.0. HOTEL ORGANIZATION 5.1. FUCNTIONAL DEPARTMENTS / DIVISONS OF HOTEL 5.2. LOBBY Functions 5.3. HANDLING OF VIPs 5.4. UNIFORMED SERVICES 5.5. Front Office Procedure in emergencies 6.0. Reservations 7.0. REGISTRATION
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10. Communications in Front Office 11. Front office Management 11.1. Guest Service Requests 11.2. Handling Complaints and Guest Relations 11.3 Front office Security Operations 11.4. Room Change and Upgrade Procedure 11.5. Guest history 11.6. SINGLE LADY
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11.9. Tourism
11.10. FRONT OFFICE ACCOUNTING
11.15. Rooms Division Department: Operational Issues 11.16. BUDGETING 11.17. Format Used In Front Office 11.18. Guidelines for handling threats 11.19. Telephone Skills for telephone operators 11.20.Body Language and Business Etiquette 11.21. Checkout and Settlement 11.22.Check-Out and Account Settlement
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11.28.Handling Complaints
11.29. CForm
11.36. NIGHT AUDITING 11.36.1. Front office accounting system 11.37. Front Office Department 11.38. Handicapped room 11.39. Golden Rules for Hoteliers 11.40. TELEPHONE HANDLING STANDARD PHRASES 11.40.1. Telephone systems (PBX, PABX, EPABX) 11.41. Handling of in house guest mail/ parcels/ courier etc
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11.41.1. Handling of the guest mail/ parcels/ courier etc. for the guest who is due to check-in
11.42. EXPRESS CHECK OUT 11.43. Importance of a Guest to a hotel 11.44. The basic duties of each section or sub department 11.45.Front office forms 11.46.Reservation Charts 11.47. Communications 11.48. Handing over at the end of the shift
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11.49. Market Based Pricing. 11.50.Up selling 12. FRONT OFFICE TERMINOLOGY