Front Desk Room Service and Management

Author: Weng Hanping
Publisher: Wuhan University Press
Book Description:
With China's entry into the WTO, the deepening of economic reforms, and the 2008 Beijing Olympics, the tourism service industry has been presented with tremendous development opportunities, leading to an increased demand for hotel staff. Since the front office and housekeeping are the "windows" showcasing China's service industry, the requirements for employees' qualities have become increasingly high. Moreover, students from tourism schools in China's vocational education system are now becoming the main force in the tourism service industry. Therefore, we have organized and compiled this textbook with teachers who possess rich teaching experience, practical teaching experience, and managerial experience in hotels.
The service and management of hotel front office and housekeeping are highly "hands-on" professions, so this book is based on the principles of practicality and operability to fully reflect the characteristics of vocational education. While emphasizing service knowledge and operational skills, the book systematically introduces professional knowledge in front office and housekeeping management. It also incorporates the latest information and development trends, striving to present the latest research findings and management methods to readers. Additionally, it includes some reading materials, fun facts, and case studies, which provide excellent resources for students lacking practical experience. Of course, it can also serve as a reference book for hotel managers.
Table of Contents:
Chapter 1 Overview of Front Office
Section 1 The Status and Tasks of the Front Office
Section 2 The Organizational Structure of the Front Office
Section 3 Management Job Responsibilities, Personnel Qualities, and Abilities of the Front Office
Section 4 Front Office Environment
【Case Analysis】
Chapter 2 Front Office Room Reservations
Section 1 The Tasks of Front Office Room Reservations
Section 2 Types of Room Reservations
Section 3 Procedures for Room Reservations
Section 4 Forms and Templates Used in Room Reservation Desks
Section 5 Handling Room Reservation Disputes and Related Issues
【Case Analysis】
Chapter 3 Front Office Services
Section 1 Reception Services
Section 2 Inquiry Services
Section 3 Cashier Services
Section 4 Business Center
Section 5 Concierge Services
Section 6 Switchboard Services
Section 7 Hotel Representative Services
【Case Analysis】
Chapter 4 Front Office Sales
Section 1 Hotel Rates
Section 2 Front Office Sales Techniques
Section 3 Hotel Room Operation Statistical Analysis
【Case Analysis】
Chapter 5 Communication and Coordination in the Front Office
Section 1 Basic Principles of Communication and Coordination
Section 2 Internal Communication and Coordination in the Front Office
Section 3 Communication Between the Front Office and Other Departments
Section 4 Communication and Coordination with Guests
【Case Analysis】
Chapter 6 Overview of Housekeeping
Section 1 The Status, Role, and Main Tasks of Housekeeping
Section 2 Characteristics of Housekeeping Commodities
Section 3 Communication Between Housekeeping and Other Departments
Section 4 Types of Rooms and Room Layouts
Section 5 Green Rooms
Section 6 Development Trends in Housekeeping Management
【Case Analysis】
Chapter 7 Organizational Structure and Staff Management of Housekeeping
Chapter 8 Cleaning and Hygiene Services and Management
Chapter 9 Housekeeping Services
Chapter 10 Equipment and Supplies Management of Housekeeping
Chapter 11 Housekeeping Safety Management
References