FRONT OFFICE SERVICES : Intermediate (Book with DVD) (Workbook Included)

Front Office Services: Intermediate comprehends various diverse practical and visual skills with knowledge of specialized materials and techniques. Front Office management services focus on the management of customers’ lifecycle and help establishments increase revenue, expand margins, improve working capital management, increase customer satisfaction, reduce churn, and help improve overall competitive differentiation. This book will introduce the knowledge and skills for those studying and/or working in Travel and Tourism or Hospitality Industry to interpret and convey information in response to workplace requirements.

About this Book

The information in this book covers basic to core competencies that a person must possess in order to be able to conduct the process of making a reservation, registering and checking-in and checking-out a guest in commercial accommodation establishments.

About the Front Office Services Industry

We often heard that front office play an important role in the service industry. The front office or can be known as the main nerve of the hotel is the first and the last sector that interact with a client. Front offices are typically called so because they are at the front or entrance hall of a business, giving customers an easy access to office workers. This vital section of the business can serve many purposes, depending on the company, and are frequently the best place to obtain any customer-related information. Front offices may have an entry desk staffed with a secretary or administrative worker. This main desk can offer assistance to incoming clients or customers, and can direct queries to correct personnel. On the other hand, all personnel in the department may be trained in customer assistance, since front office workers may have many duties, training all of them in customer service means that someone will almost always be available to help a guest. Responsible to the front office manager for checking in and out the hotel guests, assisting guest efficiently, courteously and professionally in all front office related functions, and to maintain a high standard of service and hospitality at all times. Front office staff may include Front Office Manager, Assistant Front Office Manager, Front Desk Representative, Night Auditor, Cashier, Reservationist, and Telephone Operator.