Hotel Front office : a training manual

Contents:

FRONT OFFICE PREAMBLE

1. The Hotel Industry Introduction

2. Role of International Airlines in the Tourism Industry

3. Role of a Travel Agent in the Tourism Industry

4. Types of Hotels
QUIZ I

5. Front Office-Introduction

6. Qualities of Front Office Staff

7. Front Office Salesmanship
QUIZ II

FRONT OFFICE ASSISTANT

8. Importance of Job Description

9. Job Description of Front Office Assistants

10. Departments that Front Office Coordinates With
QUIZ III

11. Front Office Procedures for Emergencies

INFORMATION

12. Information
QUIZ IV

RESERVATION

13. Reservations

Skill Taking a reservation on phone

Skill Processing reservation revisions/cancellations
QUIZ V

RECEPTION

14. Reception

Skill How to calculate the room position
QUIZ VI
15. Job Description of Front Office Cashier

16. Hotel Credit

17. Foreign Currency
QUIZ VII

18. Guest Folio

19. Allowances

20. Guest Departure

21. Safety Locker Management
QUIZ VIII

NIGHT AUDITOR

22. Job Description of Night Auditor

23. The Transcript
QUIZ IX

LOBBY

24. Lobby

25. Job Description of Bell Boy

26. Job Description of Bell Captain

27. Guest Arrival/Departure Procedure

28. Control of Bell Boys

29. Left Luggage Procedure

30. Scanty Baggage Procedure

31. Wake-Call Procedure

32. Processing Housekeeping Discrepancy

33. Other Duties of Lobby Staff

TELEPHONES

34. The Role of the Telephone Exchange

QUIZ X

PRACTICAL SELF-DEVELOPMENT PROGRAMME

35. Introduction

36. What to Observe