by Peter Abbott, Sue Lewry · Butterworth-Heinemann · tapa blanda · ISBN 9780750600248
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«Front Office» is the hotel management manual by Peter Abbott and Sue Lewry, published by Butterworth-Heinemann in paperback (264 pages, in English).
Examines work at a hotel reception from three angles: the procedural (check-in, advance reservations and accounting), the psychological, with the receptionist's social skills to serve the customer and increase sales, and the managerial, which includes security against theft. Uses realistic scenarios from the hotel environment.
First edition published in 1991, with index.
For hotel management students, from vocational training (BTEC/SCOTVEC, NVQ 3-4) to HCIMA examinations and university hospitality degrees.
