Front office management book

GAJANAN SHIRKE : www.gajananshirke.com

HOTEL FRONT MANAGEMENT BOOK

ByGajanan Shirke

Author Of Various Hospitality Management Book

Visit : www.gajananshirke.com


INDEX

1.0. Introduction of Hotel Industry

1.1. DEFINING THE HOSPITALITY INDUSTRY

1.2. HISTORY AND DEVELOPMENT OF THE LODGING INDUSTRY

1.3. HISTORY & DEVELOPMENT OF LODGING INDUSTRY IN INDIA

1.4. DEFINING THE TERM HOTEL

1.5. CLASSIFICATION OF HOTELS

1.6. CLASSIFICATION OF HOTELS ON THE BASIS OF OWNERSHIP OF AFFILIATION

1.7. MANAGEMENT CONTRACT


1.8. ALTERNATE LODGING FACILITIES

1.9. Historical developments in hospitality industry

1.10. Founders of the Hotel industry

1.11. Top worlds 24 Hotel Chains

1.12. TARGET MARKET OR SALES & MARKETING IN HOTELS

1.13. Tourism Industry

1.14.1. INDUSTRY AND WORKINGS

1.15.2.India: Tourism Revenues and Expenditures 1990-2010


1.15.3.Analysis Of The Tourism Industry In India

1.15.4. Swot Analysis

1.15.5. TYPES OF CUSTOMERS & SEGMENTATION

1.15.6. The Tourism Industry

1.15.7.Tourism Destination Operators/ Destination Management

1.15.8. Some Players

1.16. Key Timeshare Concepts

1.16.1. Different types of timeshare programs


1.16.2. What exchanging is (swapping your week for someone else’s?)

1.16.3. Resort Seasons (aka, the “Color” of a week)

1.16.4.Buying Timeshare

1.16.5.The resale market

1.16.5. Exchanging Your Timeshare Week

2.0 Front Office department Layout

2.1. Front Office Equipment


3. 0.Front Office Organization

3.1. Importance of Front Office

3.2. FRONT OFFICE ORGANIZATION Departmental Hierarchy

3.3. FUNCTIONAL ORGANIZATION OF FRONT OFFICE DEPARTMENT

3.4. TYPE OF ROOMS

3.5. TARIFF PLANS

3.6. TRANSACTIONAL ANALYSIS


3.7. Status of rooms

3.8. Front Office Systems

3.9. Front office forms

3.10. FRONT OFFICE SALESMANSHIP

3.11. JOB DESCRIPTION 4.0. KEY CONTROL


5.0. HOTEL ORGANIZATION

5.1. FUCNTIONAL DEPARTMENTS / DIVISONS OF HOTEL

5.2. LOBBY Functions

5.3. HANDLING OF VIPs

5.4. UNIFORMED SERVICES

5.5. Front Office Procedure in emergencies

6.0. Reservations

7.0. REGISTRATION


10. Communications in Front Office 11. Front office Management

11.1. Guest Service Requests

11.2. Handling Complaints and Guest Relations

11.3 Front office Security Operations

11.4. Room Change and Upgrade Procedure

11.5. Guest history

11.6. SINGLE LADY


11.7. FRONT OFFICE OPERATIONS

11.8. Occupancy Statistics

11.9. Tourism

11.10. FRONT OFFICE ACCOUNTING

11.11.THE NIGHT AUDIT

11.12. PLANNING AND EVALUATING OPERATIONS

11.13. FORECASTING

11.14. MANAGING HUMAN RESOURCES


11.15. Rooms Division Department: Operational Issues

11.16. BUDGETING

11.17. Format Used In Front Office

11.18. Guidelines for handling threats

11.19. Telephone Skills for telephone operators

11.20.Body Language and Business Etiquette

11.21. Checkout and Settlement

11.22.Check-Out and Account Settlement


11.23.Procedure of Conveying Luggage, Observing Check-Out, Times & Presenting Bills

11.24.Employing future selling techniques

11.25.Express Check-Out

11.26. Self Check-Out

11.27. Handing over at the end of the shift

11.28.Handling Complaints

11.29. C’Form

11.3. Duties & Responsibilities of Bell Service


11.30.1. Bell Captain-FRONT OFFICE DEPARTMENT JOB DESCRIPTION

11.30.2. Bell Caption

11.30.3. Handling Guest Group Luggage

11.31. Telephone operator

11.32. Concierge

11.33. Coordination Between Departments

11.34. Forecasting Techniques:

11.35. REVENUE MANAGEMENT


11.36. NIGHT AUDITING

11.36.1. Front office accounting system

11.37. Front Office Department

11.38. Handicapped room

11.39. Golden Rules for Hoteliers

11.40. TELEPHONE HANDLING – STANDARD PHRASES

11.40.1. Telephone systems (PBX, PABX, EPABX)

11.41. Handling of in house guest mail/ parcels/ courier etc


11.41.1. Handling of the guest mail/ parcels/ courier etc. for the guest who is due to check-in

11.42. EXPRESS CHECK OUT

11.43. Importance of a Guest to a hotel

11.44. The basic duties of each section or sub department

11.45.Front office forms

11.46.Reservation Charts

11.47. Communications

11.48. Handing over at the end of the shift


11.49. Market Based Pricing.

11.50.Up selling

12. FRONT OFFICE TERMINOLOGY


FOR BOOK PURCHASE KINDLY VISIT www.gajananshirke.com Or Write me [email protected] / [email protected]

http://www.gajananshirke.com/

mailto:[email protected]

mailto:[email protected]

Education

Front office management book