Includes bibliographical references and index.

Cover
Title Page
Copyright
ABOUT THE AUTHOR
TABLE OF CONTENTS
Glossary of Terms
List of Figures
List of Abbreviations
Acknowledgments
Chapter 1 Front Office Department
1.1. Front Office Operations
1.2. Organizational Structure
1.3. Sections of The Front Office Department
1.4. Front Office Roles
1.5. Front Office Personality
1.6. Basic Activities of The Front Office Department
1.7. Coordinating With The Other Departments
1.8. Personnel of The Front Office Department
Chapter 2 Reservation
2.1. Manual Reservations 2.2. Computerized Reservations
2.3. Methods And Sources Of Reservation
2.4. Reservation Process
2.5. Accepting A Reservation
2.6. Declining A Reservation
2.7. Types Of Reservations
2.8. Handling Group Booking Reservations
2.9. Status Of Reservations
2.10. Charting Reservations
2.11. Types Of Charts
2.12. Possible Room Statuses (Figure 2.15)
Chapter 3 Reception
3.1. Check-In Procedures
3.2. Check-Out Procedures
3.3. Room Statuses
3.4. Marketing Skills
3.5. Customer Service
3.6. The Laws Of Service
3.7. Guest Complaints
3.8. Mail 3.9. Hotel Postal Services
3.10. Key
3.11. Types Of Keys
3.12. Key Control Procedures
3.13. Information
Chapter 4 Telephone Exchange
4.1. What Is A Telephone?
4.2. Types Of Calls
4.3. Telephone Manners
4.4. Standard Telephone Dialogue
4.5. General Office Telephone Etiquette
4.6. Communication Systems
4.7. Glossary Of Telephone Terminology
4.8. Pldt's Telephone Services And Special Features
Chapter 5 Billing
5.1. Updating Of Guest Bills
5.2. Accounting Fundamentals
5.3. Posting Procedure
5.4. Common Settlement Methods
5.5. Credit Cards 5.3. Check-Out Procedures
5.4. Handling Cash
5.5. Procedure In Getting Card Approval By Using The Swiper
5.6. Group Departure
5.7. Night Audit
5.8. Tracking Transactions
5.9. Post Shift
5.10. Cash Report
5.11. Standard Operating Procedure For Safekeeping
5.12. Foreign Exchange
Chapter 6 Bell Service
6.1. Bellman's Duties While Rooming A Guest
6.2. Bellman's Card
6.3. Regulation And Behavior Of Bell Service Staff
6.4. Concierge
6.5. Tipping
Chapter 7 Business Center
7.1. General Policies In The Business Center 7.2. Services Provided By The Business Center
Bibliography
Index
Back Cover

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.

College of Business and Accountancy Bachelor of Science in Hospitality Management

In English