浙江工商大学饭店管理学英文版ppt第三章.ppt
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浙江工商大学饭店管理学英文版ppt第三章.ppt
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Chapter3FrontOfficeLearningObjectiveslTobefamiliarwiththeFrontOfficedepartmentalfunctionsandorganization.lTounderstandtheproceduresandprocessofreservation,registration,guestservices,telecommunication,nightauditandcheckout.DepartmentalFunctionslProvidetheservicestotheguestsincluding:
processingguestreservation,roomassignments,handlingguestandhousemail,providingguestinformation,messageserviceandhandlingotherguestsrequest.lIn-housefunctionsincluding:
Controllingthecosts,overseeingpayrollandsupplies,controllingreservations,andcoordinatinginformationonroomavailability.FrontOfficeManagersMajorResponsibilitieslDirectandcoordinatestheactivitiesoftheregistrationdesk;reservationsoffice;key,mail,andinformationdesk;servicedepartment,frontdeskandsecuritydepartment.lDevelopsandmaintainsoperatingproceduresforbothindividualandconventionreservations;controlsopenandcloseddatesofroomsandreservations.lIsresponsibleforroomkeysandtheflowofhousemail,guestmailandmessages.lIsresponsibleforthecoordinationofalldepartments,especiallycashiers,credit,sales,housekeeping,engineering,telephone,andsecurity.lProcessofinformationonguestroomavailabilityefficiently.lWorkcloselywiththesalesdepartmenttoaidconventionsandgroupsinplanninghousingrequirements,roomassignmentsandroominglists;preparingreportsandforecastsonanticipatedroomoccupancy,reservations,expectedarrivalsanddepartures,housecount,estimatedrevenues,andotherstatisticsandobtainthehighestpossibleroomsrevenuestoachievethedesireddepartmentalprofit.FrontOfficeDepartmentalOrganizationChartFrontOfficeManagerFrontOfficeManagerSeniorAssistantFrontSeniorAssistantFrontOfficeManagerOfficeManagerReservationsReservationsManagerManagerTelecommunicationsTelecommunications/PBXManager/PBXManagerRegistration/Registration/GuestServicesGuestServicesManagerManagerReservationSectorReservationManagerSupervisorsReservationistsPBXSector(PrivateBranchExchange)Telecommunications/PBXManagerSupervisorsOperatorsGuestServiceSectorGuestServiceManagerGuestServiceManagerSeniorFrontDeskSeniorFrontDeskAgentAgentDoormanDoormanConciergeConciergeFrontFrontDeskDeskAgentAgentMail&Mail&InformationInformationClerkClerkBellCaptainBellCaptainBellmanBellmanBaggageBaggagePorterPorterReservationDepartmentKeyDuty:
Toselleveryavailableroomatthemostprofitableratepossible.ReservationManager/Supervisorsresponsibility:
WorksunderthedirectionofFrontOfficeManagerandSeniorAssistantFrontOfficeManagertocompleteprocessingofreservationsandreservationscorrespondence,supervisethereservationsfilingsystem,maintaintheuptodateinformationconcerningroomavailabilityandappropriaterecordsforstatisticalcontrolofroomsandreservations,issuereportsonreservationschangestoallrelevantdepartments;promptchangesandupdatestotheavailabilityboardasneeded,prepareanddistributesellandreportchartwhichidentifiestheagentswhohavebookedvariousroomblocksandthestatusofremainingroomblockinvariousavailableperiods.ReservationDepartmentReservationistskeyresponsibility:
Worksunderthedirectionofthereservationmanagertomaintainuptodate,accuratereservationrecordsincludingarecordofadvancereservations,adailyreservationtally,adailydeparturetally;keepconventionhistoryrecords,suiteandVIPaccommodationslist;supervisedailypreparationanddistributionofspecialattentionlistandtakechargeofthereservationofficeandallofitsfunctionsduringtheabsenceofthereservationmanager.FutureRoomAvailabilityOverbooking:
acceptmorereservationsthanthehotelcanfill.Aavailabilityboardshouldbeavailableinthehoteleithermanualorautomatedasaconvenientvisualguidecontrollingoverbooking.ReservationSourcelTelephone&FaxlMail&E-maillCentralReservationCenterlWebsiteOn-lineBookinglIn-houseReservationProcessinglAnswerthephonewithinthreeringswithgreetingsandstatingthehotel,thedepartmentnameandreservationistsname.lAskfortheguestsnameandaddresstheguestwithhis/hersurname.lAskiftheguestisattendingagrouporconventionprogram?
lAskiftheguestisamemberofhonorsrewardprogram?
lAskfortakeareservation.lIntroducetheguestaboutthehotelaccommodationinformationincludingsmokingandnonsmokingroomoffering,abriefintroductiondifferentroomtypes,introductionondifferentroomrateandpackagingprogram.lAskforapproximatearrivaltimeandthedeparturedate.lAskforthespecialrequests.lAskfortheguestscontactdetails.lRequestforthepaymenttypeandinformation.lExplainthecancellationpolicy.lRepeatthereservationdetails.lProvidetheconfirmationnumber.lSendtheconfirmationtotheguestviafax,e-mailore-mail.Completeinformationshouldinclude:
lTimestampslGuest
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