Guestcraft: Front of House Operations (HCTC Macmillan: published in conjunction with the H otel & Catering Training Company)

For all hotel, catering, tourism and leisure establishments one of the principal operational objectives is maximising occupancy. In hotels, for example, the bedrooms represent a major portion of the capital investment in the business yet the costs associated with letting rooms are often a quite small proportion of the income. This means that each time a room is unsold for a particular period, a substantial contribution to profits is lost forever. The position for conference centres and exhibition halls is similar and even in the welfare sector, empty beds are an equally serious cause for concern. How many more patients could have been treated?. This book and the accompanying video "Guestcare: a good reception" focus on the combination of administrative and customer care skills which can help reception and front office staff contribute to the smooth operation of their establishment and, where appropriate, its profitability. With the emphasis on understanding the varying needs of customers in the different sectors of the industry and on why things are done in a certain way, the material has a general application to all types and size of establishment and particular relevance to those using hotel-based systems. The layout of the book in self-contained units means the material can be approached in the order which best suits users' requirements, whether they are working in industry, on youth or employment training schemes or at college. It will be of direct relevance to those seeking Caterbase, City and Guilds, SCOTVEC and BTEC qualifications in reception and front of house at NCVQ levels 1 and 11.