BOOK COVER; TITLE; COPYRIGHT; CONTENTS; INTRODUCTION; How to use this study guide; Syllabus; The exam paper; Other titles in this series; CHAPTER 1 INTRODUCTION TO FRONT OFFICE OPERATIONS; 1 Front office operations; 1.1 What is the 'front office'?; 1.2 Why are front of house activities important?; 2 Front of house organisation; 2.1 Organisation structure; 2.2 The Rooms Division; 3 Roles and responsibilities of front of house staff; 3.1 Reservations; 3.2 Reception (front desk); 3.3 Guest accounting/billing; 3.4 Cashiering and night audit; 3.5 Switchboard; 3.6 Concierge and uniformed staff

3.7 Guest relations; 3.8 Job descriptions for front office roles; 3.9 Working in shifts; 4 The guest cycle; 5 Liaising with other departments; 5.1 Other departments in the hotel; 5.2 The flow of information within a hotel; 6 Property management systems; 6.1 Hotel, property or premises management systems; 6.2 General advantages and disadvantages of 'computerising' the hotel; 7 Different types of hotels; 7.1 Different types of establishment; 7.2 Different hotel types; 7.3 Different guest types; 7.4 The point being...; SUMMARY; SELF - TEST QUESTIONS; SELF - TEST ANSWERS; ANSWERS TO ACTIVITIES

CHAPTER 2 RESERVATION PROCEDURES 1 Handling enquiries; 1.1 How do enquiries come in?; 1.2 What information will be exchanged?; 2 Handling advance reservations; 2.1 Reservation form; 2.2 Will you accept the booking request?; 2.3 Can you fulfil the booking request?; 2.4 Planned overbooking; 2.5 The bookings diary; 2.6 Room availability records; 2.7 Guest histories; 3 Computerised reservations; 3.1 How computerised reservations work; 4 Understanding rooms and rates; 4.1 Room and bed types; 4.2 Room rates or tariffs; 5 Confirmations and guarantees; 5.1 Confirming reservations

5.2 Guaranteed reservations; 5.3 Non-guaranteed reservations; 5.4 Cancellation procedures; 6 Group and conference reservations; 6.1 Group reservations; 6.2 Conference accommodation bookings; 7 Reservations from other sources; 7.1 Central reservation systems; 7.2 Agency reservations; 7.3 Internet reservations; SUMMARY; SELF - TEST QUESTIONS; SELF - TEST ANSWERS; ANSWERS TO ACTIVITIES; CHAPTER 3 CHECK-IN PROCEDURES; 1 Receiving and checking-in guests; 1.1 Pre-arrival; 1.2 Welcoming or receiving guests; 1.3 Registration; 1.4 Room allocation; 1.5 Booking-out or 'walking' the guest

1.6 Checking the method of payment; 1.7 Issuing keys; 1.8 Information and services; 1.9 Follow-up administration; 1.10 Automated or self-service check-in; 1.11 Offering additional services on check-in; 1.12 Computerised check-in; 2 Monitoring room status; 2.1 Checking room status; 2.2 Manual room status records; 2.3 Computerised room status records; 3 Chance arrivals, non-arrivals and booking changes; 3.1 Chance arrivals; 3.2 Non-arrivals; 3.3 Changes to the booking; 4 Group check-in; 4.1 Pre-registration; 4.2 Group check-in arrangements; 5 VIP guests and special requirements

5.1 Who are 'important guests'?