Introduction

The structure of the book

This is the second edition of a book intended for students studying front office operations at all levels from school-leaver up to degree and post-graduate. Although this is a wide range of qualifications, the operations themselves remain the same whatever the academic level of the recruit. Our aim has been to describe these in a clear and user-friendly fashion, without undue simplification or unnecessary complication.

As we said in the Introduction to the first edition, one important difference between this book and the more traditional front office texts is that it tries to reflect all the different aspects of the receptionist's job. This can be divided into three elements, namely the clerical, the hospitality ...

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