The Front Office or the Reception is the show window of the hotel and is the department responsible for the sale of hotel rooms through systematic reservations of hotel rooms, followed by registration and assigning the rooms to the guest. The front office could be called the control centre of the rooms division, providing 24-hour attention towards the handling and service of all guest requirements and needs.The Front Office employees play a vital role in the creation of a positive first and final impression, and the establishment of an on-going rapport with guests. In addition, the front office employees are influential in shaping the city's perception and judgement of the hotel through contact with restaurant patrons and visitors to the hotel. As the front office is the front of the organization, its personnel and staff is under constant observation by guests and visitors. It ensures that the guest arriving at the hotel are received, luggage handled and the formalities of check-in completed.A warm welcome, a smile, courtesy and genuine politeness contributes to a guest's satisfaction. As the front office is the first department that meets the guest, the first impression it creates is a lasting one and is the most crucial.All services and facilities available in the rooms as well as in the hotel are explained to the guests by the front office. The front office is also responsible for communication and for maintaining records of the guests who have stayed in the hotel and also develop a strong and positive working relationship with all other departments to develop an empathy with the problems that they may be encountering. The department is headed by a Front Office Manager/Room Division Manager.

Front Office is one of the major revenue producing department in the hotel. Whether hotel is small or big it requires front office to run the business smoothly without any trouble. Front office not only sells the rooms of the hotel but also sells other services offered by the hotels. It is controlling centre of movement of guest inside the hotel. Most of the hospitality and tourism business requires well managed front office to delegate the work in proper way. The book is based on extensive research on front office operation in Hospitality and Tourism services. It is prepared to meet with requirement of front office personnel in challenging scenario of hotel operation. It covers almost all important aspects of Front office operation as per the demand of hotel industry. It provides an opportunity to become true Front Office professionals. The book contains simplicity in diversity and touches almost all the important points which are required to understand the concept of Front office operation and management that is reservation, check-in to check-out and further leads to the advance stage that is Night Audit, Revenue Reports, PMS, GDS Hotel Statistic Reports, Room Forecasting, yield management, sales promotion, resorts and cruise and other aspects. It includes various procedures of front office starting from check-in to check-out and arrival to departure.

Managing Front Office Operations provides an in-depth look at management of the front office and how this department interacts with other hotel departments to create a memorable guest experience. This 14-chapter book presents a systematic approach to front office procedures by detailing the flow of business through a hotel, from the reservations process to check-out and account settlement. It also examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management. Hospitality management students and new front office employees who aspire to a management position will benefit from this practical textbook that explores every facet of hotel front office operations.

This Second Edition has been updated to include a brand new chapter on yield management, plus a human resources chapter refocused to cover current trends in training, employee empowerment, and reducing turnover. In addition, you'll discover how to increase efficiency with today's hospitality technology--from electronic lock to front office equipment.

Designed for all students of hospitality and tourism management, the second edition of this best selling text gives a modern approach to front office operations and management using realistic scenarios set in the hotel environment Key features of this essential text: · user-friendly style of writing and accessible page layout enables students to use it as a reference book as well as a textbook · updated in the light of recent developments such as global distribution systems and the internet · greater focus on increasing yield and expansion of vital management aspects such as staffing and equipment · additional extended, practical exercise material. Front Office reflects the importance of different features of the receptionist's work and is divided into four main sections: · Procedural aspects · Dealing with people · Increasing yield · Management aspects Front Office is ideal for GNVQ/ BTEC students, those taking the professional exams of the HCIMA, and for undergraduates and postgraduates studying hospitality and tourism management and all relevant executive courses.

The Queen's new carriage, covered in gold and set with diamonds, vanishes. It is whisked into other realms, by supernatural energy. The Little penguins, and their mythological friends face perils dusted with drama and sprinkled with magic, to get the coach safely home to London. The Magic Carriage ventures to times, places and people, with very un-boring history. The Coachmaker, one of the last of his kind in the world, is a treasure hunter of unusual objects. After recycling a hundred bits and pieces collected from famous inventions, buildings, ships, aircraft and the like, he decorated the interior of the Queen's new coach with them. Here a bit of Spitfire, there a piece of Shakespeare's mulberry tree. Though his collection seems far-fetched, this part of the story is true. These artefacts possess supernatural energy, which draws the magic carriage and its unlikely travelling companions into realms not always of the here and now. Happenstance unites them in a mission to guard the Magic Carriage and get it safely home to London. Five little Australian penguins, The Lion and the Unicorn, The Harp of Ireland, The Goddess Britannia, St. George and his Dragon, each play their part to protect crown property, as they face perils beyond their wildest dreams. Imagine the Queen's response when her beautiful new coach arrives unexpectedly in London packed with little penguins. Let the Magic Carriage convey you and your loved ones, for generations to come, into a timeless fairy penguin tale, where blended facts and fiction brings to life some truly wonderful people, places and mythology from around the globe.