The revision of this EI bestseller reflects the increased role of technology in front office operations, with a new chapter on e-commerce and a chapter-length appendix on basic Internet concepts. There is also a new appendix outlining strategies and action steps for what to do when technology fails and you have to fall back on manual operations. There are 14 new case studies, new exhibits, and updated content in every chapter.
本書在AH&LA教育學院中廣受歡迎，書中指出科技的使用在客務部營運中越來越重要，並增訂章節與附錄闡述電子商務與網路的基本概念，另外新增附錄簡述當科技失效時，人們如何徒手完成營運的策略與步驟。本書不僅新增14個案例研究與佐證供學生參考，並在每個章節中更新內容以因應瞬息萬變的業界態勢。
學生將瞭解
．The front office staff's role in delivering high-quality service 客務部人員的責任：提供優良服務
．Secrets to keeping the front desk profitable 櫃檯人員的常用秘技
．The impact of e-commerce and the Internet on front office operations 電子商務與網路對客房部營運的衝擊
．The relationship of the front office to other departments 客務部與其他部門的關係
