“Accessibly written and thoughtfully edited, making it essential reading for those studying hospitality and embarking on a career in the industry.” - Peter Lugosi, Oxford School of Hospitality Management “This text is a fascinating read… Roy Wood has spent 25 years teaching, researching and writing on the hospitality industry - much of that learning is here in this book.” - Erwin Losekoot, Auckland University of Technology “All different aspects of the hospitality industry are elaborated on… All in all a wonderful course book for for our students!” - Claudia Rothwangl, ITM College This book covers the major concepts students are likely to encounter throughout their study within the hospitality management, giving a comprehensive and up-to-date overview as well as providing engaging everyday examples from around the world. A leading figure in the field, Roy Wood has successfully gathered international contributors with direct experience of hospitality management and the hospitality industry as a whole, ensuring the academic, geographical and practical integrity of the book. Key Concepts in Hospitality Management is written for undergraduate students and those studying short postgraduate or executive education courses in hospitality management, events management, tourism management and leisure management.
Chapter : Editor's Introduction
Front Office Management
See also: Accommodation, lodging and facilities management; Housekeeping management; Revenue management; Hotels and security
Together with housekeeping, the front office department is one of the two main departments or units within the rooms division of a hotel (Verginis, 1999). The front office itself consists of a number of sub-departments and a variety of positions that have particular roles and responsibilities within the organization. Depending on the size, service level and target customer groups of a hotel, the front office departmental size, structure and organization may vary. The department is led by the front office manager (FOM), who is traditionally responsible for reservation, reception, cashiering, night-audit, guest service and telephone switchboard activities.
Be it while making a reservation, checking in to the ...