Hotel Front Desk Management and Online Services

Contents: Preface. 1. Introduction to hotel front office management. 2. Introduction to customer relationship management. 3. Customer care and customer relationship: strategic management and support. 4. Hotel manager, guest service and front office management. 5. Front office management: training and companies. 6. Hospitality software, reservation, property and revenue management solutions. 7. Yield and revenue management systems: applications and future prospects. 8. Hotel reservation, telemarketing and pricing. 9. Electronic presence in the hotel industry. 10. SME hotel sector: challenges of the internet. 11. International hotel chains: online pricing strategies. Bibliography. Web addresses of sites/companies. Index.

"This book on Hotel Front Desk Management and Online Services deals with the importance of front office management and its overall role in the tourism, hotel and hospitality industries. Both subjective and application aspects of hospitality, front office management are covered in this book. Sufficient case studies are dealt in detail. On theoretical and conceptual side, themes like customer relationship management, property management, yield management, revenue management and auditing have been discussed. 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.

Better front office management and increased online services are key to the success of hospitality industry worldwide." (jacket)