Marte-Lago, Elpedia Masan,  <br/><br/>
Front Office Systems and Procedures / 
Elpedia Masan Marte-Lago, author. 
 - xxiv, 210 pages :  color illustrations ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>Cover<br/>Title Page<br/>Copyright<br/>ABOUT THE AUTHOR<br/>TABLE OF CONTENTS<br/>Glossary of Terms<br/>List of Figures<br/>List of Abbreviations<br/>Acknowledgments<br/>Chapter 1 Front Office Department<br/>1.1. Front Office Operations<br/>1.2. Organizational Structure<br/>1.3. Sections of The Front Office Department<br/>1.4. Front Office Roles<br/>1.5. Front Office Personality<br/>1.6. Basic Activities of The Front Office Department<br/>1.7. Coordinating With The Other Departments<br/>1.8. Personnel of The Front Office Department<br/>Chapter 2 Reservation<br/>2.1. Manual Reservations 2.2. Computerized Reservations<br/>2.3. Methods And Sources Of Reservation<br/>2.4. Reservation Process<br/>2.5. Accepting A Reservation<br/>2.6. Declining A Reservation<br/>2.7. Types Of Reservations<br/>2.8. Handling Group Booking Reservations<br/>2.9. Status Of Reservations<br/>2.10. Charting Reservations<br/>2.11. Types Of Charts<br/>2.12. Possible Room Statuses (Figure 2.15)<br/>Chapter 3 Reception<br/>3.1. Check-In Procedures<br/>3.2. Check-Out Procedures<br/>3.3. Room Statuses<br/>3.4. Marketing Skills<br/>3.5. Customer Service<br/>3.6. The Laws Of Service<br/>3.7. Guest Complaints<br/>3.8. Mail 3.9. Hotel Postal Services<br/>3.10. Key<br/>3.11. Types Of Keys<br/>3.12. Key Control Procedures<br/>3.13. Information<br/>Chapter 4 Telephone Exchange<br/>4.1. What Is A Telephone?<br/>4.2. Types Of Calls<br/>4.3. Telephone Manners<br/>4.4. Standard Telephone Dialogue<br/>4.5. General Office Telephone Etiquette<br/>4.6. Communication Systems<br/>4.7. Glossary Of Telephone Terminology<br/>4.8. Pldt's Telephone Services And Special Features<br/>Chapter 5 Billing<br/>5.1. Updating Of Guest Bills<br/>5.2. Accounting Fundamentals<br/>5.3. Posting Procedure<br/>5.4. Common Settlement Methods<br/>5.5. Credit Cards 5.3. Check-Out Procedures<br/>5.4. Handling Cash<br/>5.5. Procedure In Getting Card Approval By Using The Swiper<br/>5.6. Group Departure<br/>5.7. Night Audit<br/>5.8. Tracking Transactions<br/>5.9. Post Shift<br/>5.10. Cash Report<br/>5.11. Standard Operating Procedure For Safekeeping<br/>5.12. Foreign Exchange<br/>Chapter 6 Bell Service<br/>6.1. Bellman's Duties While Rooming A Guest<br/>6.2. Bellman's Card<br/>6.3. Regulation And Behavior Of Bell Service Staff<br/>6.4. Concierge<br/>6.5. Tipping<br/>Chapter 7 Business Center<br/>7.1. General Policies In The Business Center 7.2. Services Provided By The Business Center<br/>Bibliography<br/>Index<br/>Back Cover 
<br/><br/> Provides a comprehensive introduction to front office systems and procedures. Readers will understand operating and procedure of guest safety and security in a hotel, various licenses required for hotel business, and get acquainted with prevailing laws pertaining to hotel operations.<br/> 
<br/><br/> College of Business and Accountancy  Bachelor of Science in Hospitality Management 
<br/><br/><br/>In English 
<br/><br/><label>ISBN: </label>9781774077627 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Hotel management.
<br/><br/><label>Dewey Class. No.: </label>647.94068 L13  / 2021