Front Desk Difficult Case Analysis - (2nd Edition)

Author: Wu Junwei
Publisher:
Publish Date: 2005-10-01
Features: The rapid development of the tourism industry has led to the continuous expansion of tourism education in China. According to statistics from the China National Tourism Administration, by the end of 1999, there were 1,187 higher education institutions offering tourism programs, including universities with tourism departments (majors) and secondary vocational schools, with a total enrollment of 280,000 students. This growth in tourism education has placed higher demands on the development of tourism teaching materials. To address this, our publishing house plans to launch a series of case-based teaching materials for secondary and higher tourism education, focusing on the practical aspects of tourism services and covering various service stages such as front office, guest rooms, dining, and tour guiding. This book divides the guest service process in the hotel front office into five stages based on the chronological order of contact between guests and the front office: before arrival, upon arrival, during stay, upon departure, and after departure. It lists common issues that may arise during each stage and analyzes typical cases for each stage.