Designed for all students of hospitality and tourism management, the second edition of this best-selling text gives a modern approach to front office operations and management using realistic scenarios set in the hotel environment. Key features of this essential text include: an user-friendly style of writing and accessible page layout, which enables students to use it as a reference book as well as a textbook; updations in the light of recent developments such as global distribution systems and the internet; greater focus on increasing yield and expansion of vital management aspects such as staffing and equipment; and, additional extended, practical exercise material. ''Front Office'' reflects the importance of different features of the receptionist's work and is divided into four main sections: Procedural aspects; Dealing with people; Increasing yield; and, Management aspects. ''Front Office'' is ideal for GNVQ/ BTEC students, those taking the professional exams of the HCIMA, and for undergraduates and postgraduates studying hospitality and tourism management and all relevant executive courses.This book examines the role of social and management skills, and does not just concentrate on procedural aspects. It explains both manual and computerized front office systems and also includes realistic exercises using examples from the hotel environment.