About a month ago, I released my book - How to be a Hotel Receptionist - for both kindle and in paperback:
Kindle Version: http://www.amazon.co.uk/dp/B00722OPNC
Paperback Version: http://www.lulu.com/shop/matt-shiells-jones/how-to-be-a-hotel-receptionist/paperback/product-18960092.html
I just wanted to share this as it may be handy for anyone starting in the industry, and also anyone who is already a receptionist or similar in front of house but wants to learn more about the role and how to deal with situations - it is also handy for managers as it provides information about how to handle situations, and how to deal with common scenarios (handy as a training manual too!).
I wrote this originally as a training manual but kept adding more and more and ended up getting it published, it is based on 15 years of practical experience in front of house and customer handling, so is not all theory - it tells you how to do things, why they are done, and how to recover from situations! It has been featured on BigHospitality and is already selling internationally - it has been taken up by 5 star hotels and bed and breakfasts alike and is probably the most modern, practical, based on real experience guide to reception that is available. any feedback is greatly appreciated from everyone here as I intend to continue working on it and improving/adapting the book as time goes on.
For those who wonder - yes I am working in front of house as a front of house manager for a hotel in manchester, dealing with weddings, conferences, leisure guests and everything in between; i have worked in sales, am a qualified trainer, spent a couple of years in contact centres and am a member of the northern hospitality development board for the hotel group i work for as well as blogging for them on a weekly basis (yes I have a really busy work schedule as I am also a duty manager on top of this!) - whilst the book may not suit everyone, or cover every scenario, or fit every hotel, it is as close as possible to one-size-fits-all - and anyway, if you get something out of it that you didn't know before, then surely it was worth it!?
This is also now on amazon in paperback too - http://www.amazon.co.uk/How-To-Be-Hotel-Receptionist/dp/1471606996