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1、Management of front officevPre-reading questions:v1. How important is the position of the front office in a hotel?v2. What are the services offered in the front office?v3. How do people usually make reservations with a hotel?v4. How should the front office be connected with other departments?1Part 1
2、. Structure of the front officevGet to know the sub-departments in Front OfficevDescribe the key responsibilities of each sub-departmentvSummarize the services provided by the department2v1. The reservation department34v2. Reception 56v3. Information desk789v4. cashierv5. switchboard1011v6. bell ser
3、vice1213v7. business center14Senior assistant front office managerFront office managerSenior frontDesk agentBell captainoperatorsReservations managerPBX managerGuest servicesmanagerreservationsconcierge15vConcierge The Concierge chain service is responsible for everything from meeting the guests at
4、the station to assisting them with every detail of their stay, for example to accept booking; to arrange car to meet them at the airport, train station or dock; to introduce special restaurants and reserve sits according to their requests; to contact with travel agency on arranging guide; to mark do
5、wn every shopping areas on map when they need to buy some keepsakes, and so on. Finally, when they are leaving, the Concierge chain service will buy tickets of vehicle for them, and help to consign luggage.16Senior front desk agentBell captainconciergeFront desk agentMail & informationclerkBell manB
6、aggage porterDoorman17Other front office staffvCourtesy van drivervVan arrives within 15minutes after call for pickup.vDriver offers luggage assistance at airport.vDriver offers luggage assistance at hotel.vDriver provides directions to the registration desk.1819vDoorman202122vThe Sir Francis Drake
7、in San Francisco is well-known for its uniformed Beefeater doormen one of which is the citys most famed hotel staffer, Tom Sweeney, who has been posted on Powell Street for over 25 years. According to local legend, Mr. Sweeney holds the honor of being the most photographed person in San Francisco.23
8、vDoormanvDoorman opens car doors for arriving and departing guests.vDoorman offers to unload and load guest luggage.vIf luggage is tagged at the door, doorman tells guest to present the claim ticket at check-in.vDoorman offers directions to registration.vDoorman greets each guest with a smile and ey
9、e contact.24Part 2. The status of front office in the hotel v1. Front office takes the role of controlling and directing throughout the hotel business and operation.v2. Front office is the channel for communication with outside.v3. Front office is vital for good guest relationship 25Part 3. details
10、in the daily work of the front officevA. reservationvMethods for reservation:v1. telephonev2. faxv3. internetv4. mailv5. oralv6. contract26vKinds of reservation:v1. temporary reservationv2. confirmative reservationv3. guaranteed reservationv4. VIP reservation2728293031vpoints used in evaluating the
11、effectiveness of a telephone reservationist.32vPhone is answered within three rings, or call is planed in queue with recording to please hold.vDepartment name and reservationists name are stated.vA choice of smoking or non-smoking room is offered.vAsk if you are attending a group or convention and q
12、uotes applicable rate.vAsk if you are a member of honors reward program.33vPricing for each room type is offeredvFeatures and description of selected room are offered.vAsk for the guests contact detailsvAsk the approximate arrival time and departure time.vAsk if have any special requests (e.g. feath
13、er pillows, top floor room) are acknowledged.vType of payment is requestedvIf payment is to be made by credit card, credit card information is requested.34vCancellation policy is explainedvRepeat the reservation detailsvWhen reservation can not be accommodated, alternative hotel suggestions are offe
14、redvSend the confirmation to the guest via fax, e-mail, or other ways.35vSuppose you are the reservationist of the hotel. Please consider the following questions.v1. look at the reservation form below, what information should you get from a guest when handling a reservation?36v2. Should you announce
15、 the name of your hotel when you answer the telephone?v3. Is it necessary to announce your full name when you answer a reservation call?37v4. What is the reservation confirmation?v5. What should you respond if the guest asks for the discount?v6. What is the reservation deposit?v7. What should you do
16、 if your hotel is fully booked?38Reservation formnameArrival dateDeparture dateaddresstelephoneRoom typesingledoublestandardsuitedeluxeRate per nightclerkdate39vSingle or twinvOne or two separate single beds, sold for single occupancy.vBed measures approximately 36 inches by 75inches.404142vDouble o
17、r double doublevOne or two double beds; sold for single or double occupancy.vBed measures approximately 54 inches by 75 inches.43444546vQueenvOne queen-sized bed; sold for single or quad occupancy.vBed measures approximately 60 inches by 80 inches.4748vKingvOne king-sized bed, sold for single or dou
18、ble occupancy.vBed measures approximately 78 inches by 80 inches.4950vSuitevA parlor or living room connected to one or more bedrooms with double or king beds.515253vdeluxe5455565758vRoom rate structure59PlanAmerican planmodified American planEuropean planIncludes room and three mealsIncludes room a
19、nd two mealsIncludes room onlyRatesRack rateCommercial ratesComplimentary group rateFamily rateDay ratePackage rateFull-price room rateReduced rates offered to frequent guestsFree or discounted as part of a special promotion rate offered to a number of affiliated guests, i.e., members of a groupRate
20、 offered to parents and children staying in the same roomRate offered for less than an overnight stay and out by 5 pm.Rate offered as part of an event, such as a local festival or a spotting event60Useful sentence patternsv1. dealing with enquiries from guestsvWould you like a room facing the park/l
21、ake/pool?vSingle or double?vHow long do you intend/plan to stay in this hotel?vMay I know your name, please?61vWould you mind telling me your name?vWould you mind telling me which date would that be?vHow many people will there be in your party?62v2. When it takes some timevJust a moment, please. Ill
22、 check the room availability.vOne moment/minute.vThank you for a waiting, sir.vCould you wait a minute, please?vHold the line, please.63v3. unable to accept a bookingvIm sorry, Sir. We are fully booked.vIm sorry, Miss. We are booked solid on that date.vIm sorry, Sir. We do not have any room availabl
23、e for that work.vIm sorry, Miss. We are full for those dates, but I could suggest another hotel in the neighborhood.64v4. offering pricesvFor a single room, the price would bevThe daily rate is vA single/double room costs vThe total cost would be vFor $50, youll get/have a telephone, a color TV, etc
24、.vFor $50, well provide you with a telephone, a color TV, etc.vWell have to charge you $10 extra.65v5. information on paymentvHow will you be paying the bill？vWe accept American Express.vYoull have to send us vWho will be paying the bill?vIs that company willing to cover all the expenses?66exercises
25、vAs a reservationist, can you say the following in a more courteous way?vWhats your name?vWhat do you need, a single or a double?vWe dont have any room left.vWe only have a suite available, but its more expensive.vNo, its impossible. We dont offer discounts at all.67Role-playingvR: reservationist G:
26、 guestvG: You are a potential customer. You want to book a single room with bath for one night. You ask information about the hotel and room rate.vR: You pick up the receiver on the third ring, with an appropriate greeting, followed by the name of your hotel and your full name, ended by offering you
27、r assistance in terms of accepting the reservations, answering the callers questions.68vB. Modification and Cancellation of Reservationv1) failure of reservationvI. Hotel finds it impossible to provide rooms for confirmative or guaranteed reservation.vII. When guests arrive at the hotel later and re
28、served room has been sold, hotel shall make efforts to help guests find other hotels in the vicinity and arrange vehicles fro guests.vIII. Hotel cannot find reservation record that guests claim they have done.69v2) controlling roomsvI. Guest rooms, the products of hotel, are always in varying condit
29、ion of demand and supply. vII. Receptionists must keep abreast of the presold, sold and unsold rooms.vIII. Need two systems. One is current situation of guestrooms and the other is reservation.70v3) management of check-in and check-outvFrom guests check-in to their check-out, a lot of jobs are invol
30、ved. Three procedures are concerned with the front office:vI. preparation for check-invII. When guests arrive, fill in forms, allocate room, make sure the way of payment, and give the keys to guests.vIII. When guests leave, send bills to guests for check.71exercisesv1. Put the check-in procedure in
31、the correct order.v( ) Ask the name of the guest.v( ) Ask the guest whether he or she has the confirmationv( ) Give the guest the key card.v( ) Greet the guest.v( ) Help the guest fill in the registration card or form.v( ) Call the bellman to take the guest to his/her room.72v2. Take a moment to fam
32、iliarize yourself with the following registration form.73Room No. Surname First name SexNationality Date of BirthPassport No. Visa No. and date of validityPermanent addressOccupation Object of stay Date of arrivalWhere from Where to Date of departureReceived by Guest Signature74v3. You are a recepti
33、onist. You are on desk duty. A guest arrives. How would you begin a conversation with this stranger?75vUseful sentence patternsv1. Asking the client about a reservationv-What name was it, please?v-How do you spell your name, please?v-Can you spell that for me, please?v-Im sorry, sir, but I havent an
34、y record of that.v-Im sorry, madam, we have no record of a reservation in your name.v-Im sorry, sir. There is no record of that. v-Do you have a letter or fax confirming the reservation?v-Who made the reservation, please?v-Do you still remember the name of the reservation clerk?v-When was it made?76
35、v2. Registering the clientv-Could you fill in this form, please?v-Could you complete the form, please?v-Would you please fill in this registration form?v-Would you like to check in, please?v-Youll have to check in individually, please.v-Sign your name, please.v-Ill need your signature.v-May I see yo
36、ur passport?v-Could I see your credit card, please?77v3. When the room is not readyv-Im afraid your room is not ready yet. Would you please take a seat? We are very sorry for the inconvenience.v-Im sorry the room is not ready, would you please wait a moment.v-Our check-in time is 2 oclock. Would you
37、 mind waiting until then?78v4. Giving the guest his key and room numberv-Here is your key.v-Please remember to return your key before you leave the hotel.v-You could keep your room key until you check out.v-The bellboy will show you up to your room.v-The bellboy will take your baggage and show you t
38、he way.v-If you are ready, the bellboy will lead you to your room.79v5. Friendly parting remarksv-Hope youll enjoy your stay with us.v-Hope youll have a nice/pleasure/enjoyable/glorious stay with us.v-I hope youll have a good time here.80Role-playingvR: receptionist G: guestv1.vG: You arrive the hot
39、el after an exhausting tour and want to check in quickly. But you get confused about the registration form. So you ask the receptionist to help you.vR: You help the guest complete the form quickly, and accomplish the task81v2. vG: You are a guest who has reserved a single room. But you arrive four h
40、ours ahead of the schedule.vR: You look up the guests reservation record and find the guests booking. But it shows that there is no vacancy in the hotel at that time. Think out a suitable solution to this situation.82v4) reception service management I. welcome and farewell servicevII. Luggage servic
41、evIII. Inquiry and mail service vIV. Complaint centervRules to follow:vlisten attentivelyvcome up with a solutionvrespond promptly and smartly83vThe following are some types of hotel rooms. Match them with the definitions underneath.triple room/double room/twin room/suite/junior suite/family room/co
42、nnecting room/lounge or parlor/duplex/hospitality room/single room84v1. A room occupied by one person. v2. A room with two single beds for two people.v3. A room with one large bed for two people.v4. A room with three single beds, or a double bed and a single be, suitable for occupation by three peop
43、le.v5. A set of two or more rooms including a bedroom and a sitting room.v6. A large room with a partition to separate the bedroom area from the sitting room area.v7. A room with four or more beds, particularly suitable for a family with children.v8. A room not used as a bedroom, where guests may re
44、ad, watch television, etc.v9. Two or more rooms with a door to allow access from one room to another. v10. A room used for entertaining.v11. A two-story suite connected by a stairway.85待客服务的十条黄金准则待客服务的十条黄金准则THE TEN GOLDEN RULES OF CUSTOMER SERVICEv1. 整洁的仪容仪表整洁的仪容仪表 / LOOK NEAT AND WELL GROOMEDv2. 给宾
45、客直接的关注给宾客直接的关注 / GIVE THE GUEST IMMEDIATE ATTENTION v3. 良好的精神面貌良好的精神面貌 / SHOW PRIDEv4.给客人真挚和微笑的问候给客人真挚和微笑的问候 / GREET THE GUEST WARMLY AND WITH A SMILEv5.给客人真挚和微笑的问候给客人真挚和微笑的问候 / GREET THE GUEST WARMLY AND WITH A SMILE86v6.保持眼神接触保持眼神接触 / MAINTAIN EYE CONTACT v7.使用宾客姓氏使用宾客姓氏 / USE THE GUESTS NAMEv8.保护
46、宾客隐私保护宾客隐私 / PROTECT THE GUESTS PRIVACYv9.总是提供额外帮助总是提供额外帮助 / ALWAYS OFFER ADDITIONAL ASSISTANCEv10.总是设法满足宾客要求总是设法满足宾客要求/ ALWAYS TRY TO SATISFY THE GUEST REQUESTS871. oral advertisement2. currency exchange3. deposit money4. walk-in guests5. occupied rooms 6. switchboard 7. inventory8. information des
47、k1.a) guests without reservation2.b) hotel rooms having been soldc) payment made when you reserved) change one currency into another currency e) a central system used to connect telephone calls in an office building or hotelf) where you could make inquiryg) people will recommend your products to othersh) a list of all the things in place8889
