Hotel Front Office: A Training Manual

Title
Contents
PART 1 HISTORICAL EVOLUTION
	1. History of Travel and Tourism
		Introduction
		Early Historic Times
		Aviation
		Higher, Faster, Safer
		Airlines and Tourism
		The Future
			Key Terms
			Review Quiz
			Training Methodology
	2. History of Lodging
		Early Developments
		Summary
		Review Quiz
	3. History of International Chain Associations
		International Chains
			Key Terms
			Review Quiz
			Training Methodology
PART 2 ASPECTS OF TOURISM
	4. Purpose of Travel
		Introduction
		Purpose of Travel
			Key Terms
			Review Quiz
			Training Methodology
	5. Role of Tour Operators and Travel Agents
		Introduction
			Key Terms
			Review Quiz
			Training Methodology
	6. Scope of Tourism
		Introduction
		Transportation
		Tour Operators and Travel Agents
			Key Terms
				Review Quiz
			Training Methodology
	7. Role of Airlines
		Introduction
		Importance of Airlines to Hotels
			Key Terms
			Review Quiz
			Training Methodology
	8. Multicultural Awareness
		Introduction
		Japan
		China
		Russia
		United States
		England
		France
		Germany
		Italian
			Key Terms
			Review Quiz
			Training Methodology
PART 3 UNDERSTANDING A HOTEL
	9. Types of Lodgings
		Introduction
		Other Lodging Innovations
		Segmentation
			Key Terms
			Review Quiz
	10. Hotel Organisation
		Introduction
		Structure of a Hotel
		Revenue Departments
			Key Terms
			Review Quiz
			Training Methodology
	11. Differentiation of Guests
		Introduction
		The International and Domestic Traveller
			Summary
			Key terms
			Review Quiz
			Training Methodology
PART 4 THE FRONT-OFFICE
	12. Front Offi ce Organisation
		Introduction
		Functions of a Front Offi ce
		Uniformed Services
			Key Terns
			Review Quiz
			Training Methodology
	13. Reservations
		Introduction
		Reservation Terminology
		Types of Rooms
		Types of Rates and Plans
		Sources of Reservations
		Opera Property Management System (OPM)
		Group Reservations
		Job Description of a Reservation Agent
			Key Terms
			Review Quiz
			Training Methodology
	14. Reception
		Introduction
		Job Description of a Front Offi ce Agent
			Summary
			Key Terms
			Review Quiz
				Training Methodology
	15. Uniformed Services
		Introduction
		Lobby Desk
		Lobby Terminology
		Bell Desk Procedures
		Paging
			Key Terms
			Review Quiz
			Training Methodology
	16. Front Offi ce Cashier
		Introduction
		Important Terminologies
		Broad Duties of a Front Offi cer Cashier
		Job Description
			Key Terms
			Review Quiz
			Training Methodology
	17. Night Auditor
		Introduction
		Organisation Chart
		Organisation of the Night Audit Function
		Duties of a Night Auditor
			Key Terms
			Review Quiz
			Training Methodology
PART 5 GUEST SERVICES
	18. Understanding Guest Service
		Introduction
		Components of a Good Service
		My Service
		Understanding Customer Needs and Wants
			Key Terms
			Review Quiz
			Training Methodology
	19. Concierge Services
		Introduction
		The Concierge
			Key Terms
			Review Quiz
			Training Methodology
	20. Guest Relations Executive
		Introduction
		Organisation of GRE
		Other Relevant Departments for the GRE
		General Procedures
			Key Terms
			Review Quiz
			Training Methodology
	21. Telecommunications
		Introduction
		Telephone Exchange
		Other Communication Equipment
		Organisation of the Telecommunications Department
		Skills and Competencies of the Telephone Operator
		General Duties of a Telephone Operator
		Handling Telephone Equipment
		Information Board
			Key Terms
			Review Quiz
			Training Methodology
APPENDICES Appendix 1 Answers to Review Quizzes
Appendix 2 Glossary
Appendix 3 List of Figures
Appendix 4 References