Hotel Front Office Management Practice

Author: Xu Wenyuan He Xianghui
Publisher:
Publish Date: 2005-10-08
Features: The book's features are: , highlighting the systematic nature of the content. The hotel industry is a unique field, and hotel management is a distinct discipline. The book follows the established discipline of hotel management, ensuring both focus and systematic organization in its content. The systematic approach is based on the logical evolution of hotel operations and management, emphasizing the core subjects. The book provides an overview of the front office department, including its general operations and business principles, and elaborates on aspects such as room reservations, front office services, sales management, and service quality management. Additionally, it incorporates content rarely covered in other textbooks, such as front office management in computer and network environments, to enhance the systematic nature of the material.
Second, it pays attention to the elaboration of foundational theories of service quality, such as a brief introduction to the fundamentals of total quality management (TQM). On the other hand, it selectively adopts and refines the achievements of theoretical research in the hotel industry, forming the core theoretical framework. At the same time, the book strives to incorporate the latest theories on hotel management from both domestic and international sources, giving it a fresh and contemporary feel. The development of society has forced hotels to face new challenges and numerous emerging issues. For example, the evolving connotations of hotel services in the new era, the personalized characteristics of service recipients, and the service quality gap model. As new problems are resolved and new patterns are revealed, new theories will emerge.
Third, it closely connects with practice. Hotel management is a highly practical discipline. Theories in hotel management originate from practice and must serve it. The book's chapters are closely tied to the actual operations of hotels, focusing rigorously on the operational principles of the industry. It combines theoretical explanations with strong practical applicability for managing the front office department of hotels.
Fourth, it reflects Chinese characteristics. The textbook has a very clear objective during its development: to highlight Chinese-style tourism hotels and Chinese-style hotel management. The material places hotels within the broader context of China's social, national conditions, culture, and historical stage, giving it a strong Chinese flavor.