Main topics of study:

Advanced Bookings:

• Enquiries
• Reservation Forms
• The Black List
• Offering Alternatives
• The Bookings Diary
• Room Availability Records
• Computerised Reservations

Check-In & Related Issues:

• Arrival & Registration
• Guest in Residence
• Departures

Guest Accounting:

• Guest Accounting
• Methods of Payment

Security:

• Protecting the Guest
• Protecting the Hotel

Hospitality:

• Guest Needs
• Service
• Roles
• Communication

Social Skills:

• Behaviour
• Transactional Analysis
• Role Playing

Sales:

• Increasing Occupancies
• Increasing Average Room Rates

Marketing Aspects:

• Reaching the Customer – Advertising
• Reaching the Customer – Intermediate Agencies
• Selling to Intermediaries

Tariffs:

• Cost-Based Pricing
• Market-Based Pricing
• Inclusive/Non-Inclusive Rates

Yield Management, Groups etc:

• Yield Management
• Groups
• Conferences
• Timeshares

Control:

• Verification
• Night Audit
• Computerised Control Systems
• Occupancy & Revenue Reports
• Forecasts
• Other Statistics
• Assigning Guest Satisfaction

Staffing & Equipment:

• Staffing
• Computers

Reading List

Main Text:

Front Office (Procedures, Social Skills & Management) – Peter Abbott & Sue Lewry (Butterworth Heinemann)

Alternative Text and Further Reading:

Hotel Front Office – Bruce Braham (Stanley Thornes)