饭店服务课件 (1)

PartITheFrontOfficeI.Introduction:1.TheimportanceoftheFrontOffice:•“shopwindow”,“nervecentre”•Liaisonbetweentheguestandthehotel•Theguestshavedirectcontactwiththehotelemployees•Thefocusofguestrequestsforinformationandservice•Theprofitcenterofroomsales2.ThemajorfunctionsperformedbytheFrontOffice:•Tosellguestrooms,(includingtheacceptanceofreservations,thehandlingofwalk-inguests,thecompletionoftheregistrationprocedure,andtheassignmentofrooms.);•Toprovideservicessuchashandlingmails,telegramsandmessagesforguests;provideinformationofthecommunity,thecityandanyspecialattractionsorevents;•Tocoordinateguestservices;•Tochartroomstatusreports;•Tomaintainguestaccounts,determinecredit,renderbills,receivepayments,andprovidetheproperfinancialandcreditaccommodations;•Tosettleguestaccounts;•Toconstructguesthistoryfileforfuturereferences.3.Thesectorsincludeinthisdepartment:•Reservation•FrontDesk•ServiceStaff(doormen,luggageclerksandtheconcierge)II.Reservations2.1Functionstobecarriedoutinthissector•Guests’firstcontactwiththehotel;•Toachieveprofitabilityefficiencyandguestsatisfaction;•Toreceiveandprocessreservations;•Toforecastoccupancylevelsandroomrevenue•Tomaintainroomavailability.2.2Differentmeansofreservations:•Bytelephone;•Byfax;•Byletter;•Bytelexandtelegram;•Bytheguestinperson2.3Typesofreservations:•Non-guaranteedreservations→Roomsareheldbythehoteluntilacertaincut-offhourwhichissetbyhotelpolicy;→Roomsarereturnedtotheroominventoryafterthecut-offhourhaspassedandcanbesoldtoawalk-inguest.•Guaranteedreservations→Aroomwillbehelduntilthecheck-outtimeonthedayfollowingthedateofarrival.→Thehotelwillreceivepaymentiftheguestdoesn’tarriveanddoesnotproperlycancelthereservation.→Creditcardguaranteedreservation—theguestprovidesthehotelwithacreditcardnumbertoholdtheroom;→Prepaymentguaranteedreservation----Guestsmakefullpaymentforthestaypriortoarrival;→Advancedepositguaranteedreservation---Aspecificamountofmoneyisrequestedfromtheguestpriortohisarrival;→Travelagentguaranteedreservation---Thisreservationismadeandguaranteedbythetravelagent.Thehotelbillstheagentforano-show;→Corporateguaranteedreservation---Acorporatecontractguaranteespaymentforno-showtravelersofthatcorporation.•Thereservationrecordshouldcontainthefollowinginformation:→Guestname,address,andtelephonenumber.→Arrivaldateandtime,andlengthofstay.→Typeandnumberofroomsandnumberintheparty.→Ratequoted→Guaranteedmethod.→Informationsuchmethodofpayment,specialrequest(non-smokingroomhandicapped)andthepurposeofguest’svisitishelpfulinsatisfyingtheguest’sneeds.2.4Usefulpatterns:•Whatkindofroomwouldyouliketohave?•Whenwouldyoulikeyourroom,please?•Howlongdoyouplan/intendtostay?•Forwhichdates?•Whenfor,sir?•Whichdatewouldthatbe?•MayIknowyourarrivaldate?•Howmanynights?•Wehaveroomsavailableinthatperiod.•I’mafraidourhotelisfullybookedonthatnight.•Wecanputyouonourwaitinglistandcallyouifwehaveanycancellations.•Whichairlineareyouflyingwith?•Howwouldyouliketopay,Sir?•What’syourflightnumber,Please?•Thankyouforcallingus.•Welookforwardtoseeing/servingyousoon.•Welookforwardtohavingyouwithus.•Youareexpectedtobeherethen.2.5Proceduresforroomreservations•Greetings(Goodmorning/afternoon/evening,xxxHotel,Reservations/ReservationDesk,MayIhelpyou?/WhatcanIdoforyou?)•*Findoutwhattheguestwantsincludingspecialrequest(non-smokingroom,handicapped)•*Findoutthepurposeofguest’svisit•*Telltheguestwhatkindsofroomyourhotelprovides•Telltheguesttheroomrate(Ifyouneedtocheckthecomputerrecordsforroomavailability)•Asktheguesttowait(Onemoment,please/Justamoment,please.)•Telltheguestwhatyouwilldo(I’llchecktheroomavailabilityforthatday)•Thanktheguestforwaiting•Findouttheguest’sname,telephonenumberandaddress,arrivaldateandtime,lengthofstay/departuredate)•Repeattheinformationyougetfromtheguesttomakesureitiscorrect•Asktheguesthowtomakepayment;•*Thanktheguestforcalling•Expressyourwishestoservetheguest(Forpeakseason,thereisnoroomavailable,thereceptionist/reservationistshould•apologizetotheguestfortheinconvenience(I’mterriblysorry,sir.Wearefullybookedonthatdate./Wewon’tbeabletoguaranteeyouaroomforthatday.)•offeranalternativetohelp(Wouldyoulikeustoputyouonourwaitinglistandcallyouincasewehaveacancellationorwecanfindyouaroominanotherhotel.)2.6ReservationApplicationForm•Accordingtotheinternationalpractice,tomakesureasmoothhotelcheckin,guestsmustreserveroomsinadvance,whichisgenerallydonethroughtelephoneorinternet.Withregardtothehotelstaff,ontheonehand,s/heshouldlearntomakeaconcisereservationform.Ontheotherhand,s/hemustmakesurethatguestsfillouttheformcorrectly,rapidlyandclearly.2.6.1Noticestomakingandfillinghotelreservationform:•personalinformation,whichincludestheguest’sname,company,nationality,city,address,Fax,email,certificateetc.Asguestsarefromdifferentcountriesandregions,manypeoplebearthesamenames.Inordertoavoidthepossiblemisunderstanding,theinformationfilledintheformmustbeclearandcorrect.•Clearlyrecordguests’requirements.Toconvenienceguestsandtheeffectivemanagementofthehotelaswell,whilethestaffmakesareservationform,dethecheck-inandcheck-outtim