front office
The Maldives National University
Faculty of Hospitality and Tourism Studies
Front Desk
Operations
Certificate III in Front Office Operations
Front Office Department – January 2012
Table of Contents
Chapter 1
Introduction
Page 02
Chapter 2
Organization structure
Page 05
Chapter 3
Classification of hotels
Page 11
Chapter 4
Reception
Page 18
Chapter 5
Registration
Page 20
Chapter 6
Handling customer complaints
Page 25
Chapter 7
Telephone operator
Page 29
Chapter 8
Check-out and settlement
Page 34
Chapter 9
Settlement methods
Page 41
Chapter 10
Front office accounting
Page 46
Chapter 11
Guest relations
Page 55
Chapter 12
Product knowledge
Page 58
Chapter 13
Selling techniques
Page 61
Chapter 14
Security functions
Page 63
STUDENT TEXT - FRONT DESK OPERATIONS
COMPILED BY FRONT OFFICE DEPARTMENT, FHTS, 2012
Page 1
Chapter 1
1-1 Maldives Tourism History: An overview
The Italian travel enthusiast George Corbin is a keen traveler who visited South Asian countries to discover new opportunities. He explored India, Sri Lanka and also Minicoy (or Maliku) which was regarded in the past as an island of the Maldives. Mr. Corbin provided valuable information about the Maldives. The outcome was a trip by Mr. Corbin to the Maldives during October 1971 in the 'Maldives Exporter ', a cargo ship accompanied by an Italian travel photographer
Frenchesco Benini. Mr. Corbin described his first impression of the Maldives as "breathtaking".
In Male ' he met the young entrepreneur Mr. Mohamed Umar Maniku and they were both keen to explore the new venture. Mr. Corbin travelled to nearby islands in a boat owned by Kolige, the home of Mr.Maniku. These islands include Vihamanafushi (now Kurumba) and
Farukolhufushi (now Fullmoon).
1.2 The first tour group
On Wednesday, 16 February 1972, the first tourist group arrived fascinated by the
Faculty of Hospitality and Tourism Studies
Front Desk
Operations
Certificate III in Front Office Operations
Front Office Department – January 2012
Table of Contents
Chapter 1
Introduction
Page 02
Chapter 2
Organization structure
Page 05
Chapter 3
Classification of hotels
Page 11
Chapter 4
Reception
Page 18
Chapter 5
Registration
Page 20
Chapter 6
Handling customer complaints
Page 25
Chapter 7
Telephone operator
Page 29
Chapter 8
Check-out and settlement
Page 34
Chapter 9
Settlement methods
Page 41
Chapter 10
Front office accounting
Page 46
Chapter 11
Guest relations
Page 55
Chapter 12
Product knowledge
Page 58
Chapter 13
Selling techniques
Page 61
Chapter 14
Security functions
Page 63
STUDENT TEXT - FRONT DESK OPERATIONS
COMPILED BY FRONT OFFICE DEPARTMENT, FHTS, 2012
Page 1
Chapter 1
1-1 Maldives Tourism History: An overview
The Italian travel enthusiast George Corbin is a keen traveler who visited South Asian countries to discover new opportunities. He explored India, Sri Lanka and also Minicoy (or Maliku) which was regarded in the past as an island of the Maldives. Mr. Corbin provided valuable information about the Maldives. The outcome was a trip by Mr. Corbin to the Maldives during October 1971 in the 'Maldives Exporter ', a cargo ship accompanied by an Italian travel photographer
Frenchesco Benini. Mr. Corbin described his first impression of the Maldives as "breathtaking".
In Male ' he met the young entrepreneur Mr. Mohamed Umar Maniku and they were both keen to explore the new venture. Mr. Corbin travelled to nearby islands in a boat owned by Kolige, the home of Mr.Maniku. These islands include Vihamanafushi (now Kurumba) and
Farukolhufushi (now Fullmoon).
1.2 The first tour group
On Wednesday, 16 February 1972, the first tourist group arrived fascinated by the
References: CORE TEXT Managing Front Office Operations 8th Edition, Michael L Kasavana, Richard M Brooks SUPPLEMENTARY TEXTS Check In; Check Out: Managing Hotel Operations 8th Edition, Gary K. Vallen, Jerome J. Vallen STUDENT TEXT - FRONT DESK OPERATIONS COMPILED BY FRONT OFFICE DEPARTMENT, FHTS, 2012 Page 70