Front Desk Management and Service

Author: Xu Wenyuan
Publisher:
Publish Date: 2004-05-01
Features: Front Office Management and Service are important components of modern hotel operation and management. The textbook is divided into 8 chapters, providing a systematic introduction to various aspects of front office management and service, including reservations, guest reception, travel arrangements, information desk, business services, as well as sales management, service quality management, and human resource management. Additionally, the textbook highlights the development of tourism e-commerce in recent years, covering online booking, online marketing, the Key to the World service, and hotel management information systems. The textbook emphasizes the application and practicality of knowledge, focusing on management practices and operations guided by theory. It simplifies the presentation of key points within the context of a new academic knowledge system, appropriately increases the proportion of charts, case studies, and other content, and strives to reflect advanced management concepts, service methods, and techniques in the hotel industry. The textbook is primarily suitable for teaching in hotel management programs at higher vocational colleges and can also be used as training material and self-study resources for hotel professionals.