Front Desk Reception and Operation

Author: Human Resources and Labor Education Department of the National Tourism Administration
Publisher:
Publish Date: 2001-10-01
Features: To meet the needs of secondary tourism education and improve teaching quality, we have organized the compilation of teaching materials for major courses in the Hotel and Management program, based on the teaching plans and syllabi formulated by our department. After approval, this set of textbooks can be used for trial purposes in secondary tourism vocational schools specializing in hotel services and management. It can also be referenced by corresponding programs in other schools and serves as reading material for staff training in tourism-related hotels and self-study for enterprise employees. The book "Front Office Reception and Operations" was written by Wu Jun of Zhejiang Tourism School and Wu Mei of Nanjing Tourism School, with Wu Jun Wei responsible for the overall compilation. Yu Bingyan of Shanghai Tourism Higher College and Bao Weiying of Nanjing Jinling Hotel Management Cadre College reviewed this book.
The front office is a crucial department, typically including functions such as reception, room booking, information desk, bell service, and switchboard, providing guests with services like booking, reception, registration, room assignment, room change, information inquiries, telephone services, ticket booking, message delivery, bell service, and check-out. The quality of front office services plays a vital role in the success or failure of a hotel's operations. This book provides detailed content on the following topics: an overview of the front office, room reservations, front office reception, information desk services, lobby services, business center and switchboard services, front office checkout, front office sales, communication and coordination in the front office, appendices, and postscript.