Front Office Operation() 前厅部(一) 重要提示:前台、预订、行李、总机房等机构的设置起到客 人对酒店的"第一印象"和"最后印象"的关键作用。 解决问题: 1、在现在酒店中前厅发挥怎样的重要作用? 2、如何规范前厅部各岗位职责? 提要 前厅部的组织结构 前厅部的工作内容 前厅部各岗位职责规范
Front Office Operation (I) ❖ 前厅部（一） 重要提示：前台、预订、行李、总机房等机构的设置起到客 人对酒店的"第一印象"和"最后印象"的关键作用。 解决问题： 1、 在现在酒店中前厅发挥怎样的重要作用？ 2、 如何规范前厅部各岗位职责？ 提要： 前厅部的组织结构 前厅部的工作内容 前厅部各岗位职责规范
.o Teaching aims: o1)Ss get to know the organization of front office, its function and operation .2)Ss get to know about: overbooking, guest circle, golden key concierge service
❖ Teaching aims: ❖ 1) Ss get to know the organization of front office, its function and operation. ❖ 2) Ss get to know about: overbooking, guest circle, golden key & concierge service
The importance of the front office 6 It is the nerve center, the contact point---it is the liaison between guest and hotel o To the guest, the front office is the hotel oo First impressions are very important
The importance of the front office ❖ It is the nerve center, the contact point--- it is the liaison between guest and hotel. ❖ To the guest, the front office is the hotel. ❖ First impressions are very important
Functions of the front office Traditional functions of the front office include reservation, registration, room and rate assignment, guest services, room status, maintenance and settlement of guest accounts and creation of guest history records .o It is still responsible for developing and maintaining a comprehensive database of guest information, coordinating guest services, and ensuring guest satistaction
Functions of the Front Office ❖ Traditional functions of the front office include: reservation, registration, room and rate assignment, guest services, room status, maintenance and settlement of guest accounts, and creation of guest history records. ❖ It is still responsible for developing and maintaining a comprehensive database of guest information, coordinating guest services, and ensuring guest satisfaction
Front Office Organization/ personnel 6 1. Front desk agent/receptionist "2 cashier 3. mail and information clerk 6 4. telephone operator 令5. reservations 1、前厅部经理 Front office Manager2、前厅部副经理 assistant front office manager3前厅部秘书4大堂副理 lobby manager 前台主管 front desk supervisor6、前台领班~ captain7、前台接 待员~ receptionist 8、预订主管9、预订领班 10、预订员 preservationist 11、行李主管12、行李门卫领班13、行李员 bellboy14、门卫 doorman/ gatekeeper 15、商务中心主管16、商务中心领班17、商务中心服务员 18、总机班主管19、总机班领 switchboard captain 20、总机班话务员 operator 令21、机场代表 airport representative
Front Office Organization/ personnel ❖ 1. Front desk agent/ receptionist ❖ 2. cashier ❖ 3. mail and information clerk ❖ 4. telephone operator ❖ 5. reservationist ❖ 1、 前厅部经理Front office Manager 2、 前厅部副经理 assistant Front office manager 3.前厅部秘书 4大堂副理 lobby manager ❖ 5、 前台主管front desk supervisor 6、 前台领班 ~ captain 7、 前台接 待员~ receptionist ❖ 8、 预订主管 9、 预订领班 10、 预订员reservationist 11、 行李主管 12、 行李门卫领班 13、 行李员bellboy 14、 门卫 doorman/ gatekeeper 15、 商务中心主管 16、 商务中心领班17、 商务中心服务员 18、 总机班主管 19、 总机班领switchboard captain 20、 总机班话务员 operator ❖ 21、 机场代表airport representative
Responsibilities /Job descriptions of the front office Personnel 冷 Front desk agent Reservations agent o Switchboard operator 令 Front office cashier Night auditor Concierge refer to Hote/ English p43-47
Responsibilities /Job descriptions of the front Office Personnel ❖ Front desk agent ❖ Reservations agent ❖ Switchboard operator ❖ Front office cashier ❖ Night auditor ❖ Concierge ❖ ---refer to Hotel English p43-47
Night Auditor The auditor tracks room incomes occupancy percentages, and other front office statistics, and prepares a summary of cash check. and credit card activities These data reflect the hotel's financial performance for the day
Night Auditor The auditor tracks room incomes, occupancy percentages, and other front office statistics, and prepares a summary of cash, check, and credit card activities. These data reflect the hotel’s financial performance for the day
Kinds of room Single rooms double rooms---i. twin-bed room with bath standard room双人对双床 lL.a double- bed roo双人床房 Suits Deluxe suits
Kinds of room ❖ Single rooms ❖ Double rooms---i. twin-bed room with bath--- standard room双人对双床 ❖ ii. A double-bed room双人床房 ❖ Suits ❖ Deluxe suits
Size of bed 冷King- size bed特大号 Queen- size bed大号 Double bed双人床 Twin bed单人床
Size of bed ❖ King-size bed特大号 ❖ Queen-size bed大号 ❖ Double bed双人床 ❖ Twin bed 单人床