The revision of this EI bestseller reflects the increased role of technology in front office operations, with a new chapter on e-commerce and a chapter-length appendix on basic Internet concepts. There is also a new appendix outlining strategies and action steps for what to do when technology fails and you have to fall back on manual operations. There are 14 new case studies, new exhibits, and updated content in every chapter.
．The front office staff’s role in delivering high-quality service 客務部人員的責任：提供優良服務
．Secrets to keeping the front desk profitable 櫃檯人員的常用秘技
．The impact of e-commerce and the Internet on front office operations 電子商務與網路對客房部營運的衝擊
．The relationship of the front office to other departments 客務部與其他部門的關係
目 錄
Preface 序言
About the Authors 作者簡介
1 The Lodging Industry 住宿業
2 Hotel Organization 旅館的組織
3 Front Office Operations 客務部的營運
4 Reservations 訂房作業
5 Registration 入住登記
6 communications and Guest Services 完善溝通與顧客服務
7 Security and the Lodging Industry 安全與住宿業
8 Front Office Accounting 客務部會計
9 Check-Out and Account Settlement 結帳與退房
10 The Role of Housekeeping in Hospitality Operations 房務部在餐旅業經營中的角色
11 The Front Office Audit 客務部稽核
12 Planning and Evaluating Operations 計畫與評估執行
13 Revenue Management 營收管理
14 Managing Human Resources 人力資源管理
Appendix: Internet Concepts 附錄：網站設置與網路行銷
Index 索引
