This book on Front Office Operations is designed for all the students of hospitality and tourism management. It deals with the concepts of organisation, communication, ethics and policies within a hotel. The primary focus of the book is on the front office operations, including, housekeeping, reservations and night audit departments. The other departments discussed in the book provide the readers an understanding of how these departments relate to the front office and how the operate to enhance the guest experience.
The book portrays the nature and operation of hotels, as they exist today. The property management system has dramatically changed the hotel operations; therefore, extensive time has been devoted to covering this technology. Performance measurements and analysis of what makes a truly successful hotel are discussed in detail. Finally, the hotel management is and will always remain about the people; chapters are devoted to both the hotel guest and the hotel employees.