Major areas of hotel front desk management which have been dealt in detail in this book include components of front office and virtual office, sales force automation, customer care and relationship support office, guest service, internet service, hotel reservation and pricing. The front office of a hotel is perhaps the most important area of the organization. The employees that make up his department are the first and sometimes only representatives of the establishment with whom guests interact. Although the organizational structure of the hotel’s front office varies depending upon whether the facility is a small business or a large resort, certain roles are found within all organizations. The front office manger or front desk supervisor overseas all front office operations for the hotel. As staff manager, this individual schedules employees to ensure that there is proper coverage and all times. It is hoped that the work is essentially useful for scholars, researchers and academic.
Introduction to Hospitality Industry; Hotel Front Office Organizational Structure; Management of Front Office Operations; The Role of the Front Office in Marketing and Sales; Adopting Empowerment into Front Office Management; Processing of Guest Charge Payments, Registration and Checkout; Physical Structure and Positioning of the Front Desk; Front Office Organisation Chart, Hierarchy Duties and Responsibilities of Staff; Night Auditor Management; Reservation System; Yield Management.
Prof. Neeraj Agarwal is presently working as Director Academics with the leading Hotel management Institute of Uttarakhand the-Amrapali Institute of Hotel Management. His earlier assignment were Director and programme head with various Institutes, to name some were- Graphic Era Institute of Hotel management, Ram Institute, MMIHM, IHM-Meerut etc. He has to his credit publication of few research papers and has been a key participant in various national and International Seminars and Conferences.
He has a work experience of 20 years in Hospitality Industry and Academics, in industry he has worked at different supervisory and managerial levels of F&B Service department were he polished up his operational and managerial skills. His philosophy provides him an opportunity for continual learning and growth. One of his hopes as an educator is to instill a love of learning in his students, as he shares his own passion for learning with them.
