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B211: HOSPITALITY PRACTICUM

PBL READING RESOURCE

Title of Problem: Front Office Service Module: B211 Hospitality


(I) Practicum

FO-1 Take reservation


HP_RD05 FO-2 Prepare for guest
arrival
Problem No.: Topic:

READING RESOUCES:

Articles

1. Angie Michael (2000). “Telephone Etiquette, Best Impressions in Hospitality,


Your Professional Image for Excellence”. Delmar Thomson Learning, New York.
Page 149 to 154

Pre-reading materials.zip

Textbooks

1. James A. Bardi, Ed. D., CHA, CHE and The Pennsylvania State University,
United States of America. (2007). “Importance of The First Guest Contact”.
Hotel Front Office Management (Fourth Edition). John Wiley & Sons Inc.,
Hoboken, New Jersey. p185 to 189.

© 2009 RP/SOH/RDM/CY Page 1