Front Office

This section analyzes five basic characteristics of total service quality in hotels: the comprehensive nature of quality composition, the transient nature of quality manifestation, the interconnectedness of quality content, the dependence on staff competence, and the subjective and emotional nature of quality evaluation. These characteristics require hotel managers to establish a systemic...

This section analyzes two front office service cases: the luxury suite promotion case demonstrates the skill of reservation staff in successfully upgrading standard rooms to suites using incentives; the case of improper room arrangement illustrates the industry rule that reserved rooms must be held for the required period.