This book provides a comprehensive guide for front-of-house hotel staff, aiming to equip them with the skills needed to excel in their roles. The author, Matt Shiells-Jones, draws on extensive experience to cover a wide range of scenarios encountered in the hospitality industry. It addresses crucial aspects such as effective complaint handling, professional telephone etiquette, and managing operational challenges like overbooking and room allocations. The text is designed to be accessible and conversational, serving as a valuable resource for both entry-level employees and management.

The book is presented as an indispensable read for anyone working in hotel front-of-house roles, from porters to managers. Its comprehensive yet accessible approach, particularly its detailed sections on complaint handling and telephone skills, is highlighted as a significant benefit for in-house training. The inclusion of sample scenarios and thought-provoking questions aims to solidify learning and practical application for reception and front-of-house duties. It is positioned as a valuable addition for both floor-level staff and management seeking to enhance their operational expertise.