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B211: HOSPITALITY PRACTICUM

PBL READING RESOURCE

Title of Problem: Front Office Service Module: B211 Hospitality


(I) Practicum

FO-3 Check in guest


HP_RD06
Problem No.: Topic:

READING RESOUCES:

Textbooks

1. Peter Jones (Editor), Associate Dean (International) and ITCA, Chair of


Production and Operations Management, Faculty of Management & Law,
University of Surrey, Guilford, Surrey, UK (2008), and Abraham Pizam (Editor in
Chief). “Handbook of Hospitality Operations and IT” (First Edition). Butterworth-
Heinemann and Elsevier, Oxford, UK.

Evaluation of Service Encounters. p122 to 125

Internal versus External Service Encounters. p114 to 116

B211 PM FO Lesson 2 .zip

© 2009 RP/SOH/RDM/CY Page 1