"A practical guide to front office skills and services in the hospitality industry. Complies with the Hospitality, Tourism and Events Industry Competency Standards"--Provided by publisher.

The ambition of this book is to propose a grid of reading able to illuminate the current HR transformations experienced by the big historical international companies of the sector of the tourism, carried away by what is known as the "3rd tourist revolution ". The latter is characterized by the combination of three main phenomena: internationalization, digitalization and hyper-personalization that refound the employment relationship between employers, unions and employees. Internationalization requires a renewal of business models heckled by the low-cost strategies of new operators provoking social reactions to the extent of perceived psychological disruptions, to question the validity of these same strategies. Digitization has opened the way to the disintermediation at the origin of the evolution of the trades front and back office. Finally, hyper-personalization and adaptation to new client behaviors justify the hegemony of soft skills for a redefined hospitality. In the end, the employee must constantly deal with often paradoxical injunctions (example: standardization of service protocols versus empowerment). A focus will be made on two specific branches: hotels and air transport which will each be part of a part. The topic will be illustrated by case studies and testimonials. The two coordinators of the book will draw on the contributions of researchers who collaborate with them in the framework of an international research program they pilot.

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.

Führungskräfte in Unternehmen wollen erfolgreich sein. Doch nicht selten sabotieren sie ihren Erfolg, weil sie zu bestimmten negativen Verhaltensweisen neigen - den sog. 11 Todsünden. Obwohl dieselben Verhaltensweisen sie in gewissem Maße in diese Führungsposition gebracht haben mögen, können sie ab einem bestimmten Zeitpunkt negativ, ja zerstörerisch werden. "Why CEOs Fail" ist ein praktischer Leitfaden, wie man diese 11 Todsünden vermeidet. Die Autoren - beide Psychologen und erfahrene Coaches mit internationaler Klientel - erläutern hier in kurzen, übersichtlichen Kapiteln die 11 Todsünden am Beispiel von zahlreichen pikanten Geschichten und lehrreichen Anekdoten aus ihrer täglichen Beratungspraxis. Überzeugend, direkt und präzise auf den Punkt gebracht! Mit einem Vorwort von Ram Charan, dem Mitautor des Mega-Bestsellers "Execution". "Why CEOs Fail" - Eine fesselnde und inspirierende Lektüre, wie man die typischen Verhaltensfehler meidet und als Führungskraft erfolgreich ist.

Inside Out and Back Again meets Millicent Min, Girl Genius in this timely, hopeful middle-grade novel with a contemporary Chinese twist. Winner of the Asian / Pacific American Award for Children's Literature!* "Many readers will recognize themselves or their neighbors in these pages." -- Kirkus Reviews, starred reviewMia Tang has a lot of secrets.Number 1: She lives in a motel, not a big house. Every day, while her immigrant parents clean the rooms, ten-year-old Mia manages the front desk of the Calivista Motel and tends to its guests.Number 2: Her parents hide immigrants. And if the mean motel owner, Mr. Yao, finds out they've been letting them stay in the empty rooms for free, the Tangs will be doomed.Number 3: She wants to be a writer. But how can she when her mom thinks she should stick to math because English is not her first language?It will take all of Mia's courage, kindness, and hard work to get through this year. Will she be able to hold on to her job, help the immigrants and guests, escape Mr. Yao, and go for her dreams?Front Desk joins the Scholastic Gold line, which features award-winning and beloved novels. Includes exclusive bonus content!

This complete guide to veterinary office management covers front office skills, clinical assisting tasks, critical core competencies as outlined by the Veterinary Hospital Managers Association, and pet health insurance and wellness plans.--From publisher description.