Front Desk Difficult Case Analysis (2nd Edition)

Author: Wu Junwei
Publisher:
Publishing Time: Not available
Features: The rapid development of the tourism industry has led to the continuous expansion of tourism education in China. According to statistics from the National Tourism Administration, by the end of 1999, there were 1,187 higher education institutions offering tourism programs, as well as ordinary universities and tourism vocational schools with tourism departments, with a total of 280,000 students enrolled. This development trend in tourism education has raised higher requirements for tourism textbook construction. To address this, our publishing house plans to launch a series of case textbooks for secondary and higher tourism education, focusing on the practical work of tourism services and covering various service aspects 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 guests arrive, when guests arrive, during their stay, when guests check out, and after check-out. It lists common issues that may arise during each stage and analyzes typical cases for each stage.