Hotel Front Office

1. HOTEL FRONT
MANAGEMENT BOOK
By
Gajanan Shirke
Author Of Various Hospitality Management Book
Visit : www.gajananshirke.com
GAJANAN SHIRKE : www.gajananshirke.com

2. 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
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3. 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
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4. 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
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5. 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
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6. 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
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7. 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
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8. 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
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9. 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
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10. 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
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11. 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
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12. 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
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13. 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:
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11.35. REVENUE MANAGEMENT

14. 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
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15. 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
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16. 11.49. Market Based Pricing.
11.50.Up selling
12. FRONT OFFICE TERMINOLOGY
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17. FOR BOOK PURCHASE KINDLY VISIT
www.gajananshirke.com
Or
Write me
gajanan@gajananshirke.com / gajananshirke@gmail.com
GAJANAN SHIRKE : www.gajananshirke.com