澳洲酒店管理前厅部培训（英文版 Front Office）1

Perth Institute of Hospitality & Tourism Australian Institute of Tourism & Hospitality. Front Office Operations.Terminology for Front Office3A Typical Front Office Organisation Chart15The Relationship of Front Office16Types of Hotels18Classification of lodging operations22Types of Hotel Ownership22Grading Systems23The Hotel Guest23The Attributes of Front Office Staff29Front Office Positions30The Night Shift33Night Auditor and Night Manager33The Hotel Front Desk36A Front Office Job Description37Grooming Standards40The Sales Aspect of Reception44Rate Types46Rate Types (Cont)47Amenities That May Influence Room Rate47The Telephone49Standards for Telephonists52Reservation procedures59Reservation process59Accepting or denying a request59Accepting a reservation59Important information when filling in a booking Form61Booking Reference number61Room rates61Special requests62Refusing a reservation62Charting Reservations62The density chart63Conventional Reservations Chart (CRC)64Handling Tours and Groups66Pre Registration69Hotel Security72Day of arrive routine73Receiving and welcoming73Pre-registration76Arrival and departure list79The Front Office Cashier83Cash received book84Credit and charge cards85Safe deposit receipt book86Concierge and Uniformed Staff86The Concierge s Department of a Large Hotel86Porter Job Description86Commissionaires Job Description86Rooming Guests86The Luggage Room86Storage of Perishables for Gyests86Accepting Parcels for guests86What all Front Office Staff Should Know86Example of a Porters Duties86Car Valet86Appendix 1 Hotel Rating Example863333333333333 AITH/PSHT/PB Sept 2002 BFO1 Page 51ABCAdvance Booking CharterA.F.T.AAustralian Federation of Travel AgentsCode of ethics of the Travel Industry. Established in 1957 to represent the interests of Retail Travel AgentsA.H.AAustralian Hotels AssociationA la Carte MenuOne which has a number of categories and a number of choices in each category. The guest pays only for what they order.AccountA form on which financial data is accumulated and summarised.Account ReceivableAn amount owed TO the establishment by debtors.Accounts Receivable LedgerA grouping of accounts receivable including the guest ledger and city ledger. (Also known as the Debtors Ledger)Account SettlementPayment of the account / folio by a guest.Adjacent RoomsRooms close to each other; perhaps even across the hall.Adjoining RoomsRooms with a common wall but no connecting door.109107105103101Connecting Rooms110108106104102Advance DepositMoney sent to the establishment by the guest prior to their arrival. This is often a pre requisite to securing a room. However Credit Cards have changed the method of obtaining a deposit and often the Credit Card details are requested at the time of making the booking thus ensuring a guaranteed booking.Advance ReservationA request for accommodation for a future date. Also known as an advance booking.American planA billing arrangement including room and three meals. Also called Full Pension or Full Board.Arrival DateThe date a guest plans to register (check in) to the establishment.AuditingThe process of verifying Front Office accounts and records for accuracy and completeness. This process is normally carried out on a daily basis by the Night Auditor.Audit TrailAn organised flow of source documents detailing each step in the processing of a Transaction.Authorisation CodeA code number that is sought by an operation when a guest has over spent the floor limit of the establishment.OR a code number issued by the Credit Card company approving the spending of a specified amount.Floor LayoutIn a typical Hotel the first number of the room donates the floor, so in this example these rooms would be on the first floor; Odd numbers are one side of the corridor and even numbers on the otherAvailability ReportA report which containing arrival and departure information for the next several days. Typically prepared as part of the Night AuditAverage Daily RateAn indication of the average dollar return for each room sold. Figure is derived by dividing total rooms revenue by total number of rooms sold.Average Rate per GuestAn occupancy ratio derived by dividing rooms revenue by the total number of guests registered.Back to BackArrivals and Departures that are co coordinated. E.g. bookings that depart on the same day that another equal booking arrives.OR shift finishing at 11pm and being back again at 7.00am.Back of HouseThe area of the Hotel that is not open to the guest or in the public eye. Kitchens, stores etc.Bed and BreakfastA special rate including Room and Breakfast. Can also mean a small Private hotel that only serves Breakfast and has no service for Lunch or Dinner.Block ReservationAn agreed upon number of rooms Set aside for members of a group who will be arriving and departing En masseBlocked RoomA room that has been reserved or set aside for specific dates.BookTo make a reservationCancellationA reservation voided at the request Of the guestCancellation NumberA number issued to the guest proving that the cancellation was received.CarrierPublic Transportation Company Land / Sea or AirCash Advance VoucherA voucher used to support cash flow out of the establishment either directly or on behalf of the guest.Charge VoucherA Voucher used to support a charge or purchase transaction which takes place somewhere other than the Front Office.Check InProcedure involved in receiving and registering a guest.Check OutThe procedure involved in the departure of a guest from the property, including settlement of the guest account.Also, a room status term indicating that the guest has vacated the room.Check Out TimeThe hour by which the guest must have checked out of the room. Normally noon.City LedgerThe record of the accounts who deal with the Hotel on a credit basis. A collection of all non guest accounts, including house accounts.Commercial Room RateA special rate agreed upon by a company and the establishment for frequently travelling members of the company. Also known as a Corporate Rate.CommissionA fee, usually 10% of the accommodation rate, paid to a bona fide Travel Agent to entice them to make bookings at the property.Complimentary (Comp) RoomA term that indicates that a room is occupied but no charge has been made for its use.Concierge (Porter)An employee whose basic task is to serve as the guest liaison, with knowledge of the establishment and non establishment attractions and activities.Confidential RateA special rate that has been negotiated by a hotel with a travel agency, or another third party. This rate must not be disclosed to the client, and must remain confidential/Conference CentreA property specifically designed to handle group meetings and conventions.Confirmed ReservationA confirmed booking that is communicated to the guest as guaranteed.Connecting RoomsRooms with individual entrance doors from the outside and a connecting internal door. Guests can move between rooms without going out into the corridor.Continental BreakfastA small meal which usually includes coffee and tea, rolls, butter, jam and fruit juice.ContraContract for payment in kind instead of cash. E.g. the provision of accommodation for a TV station in exchange for advertising on their station.Corporate RateSee Commercial Rate.Credit LimitAn in house figure that the guest is allowed to charge to their account before part payment is requested. Also known as House LimitCrew RateNegotiated rate with airline for regular guests, such as crew.Cut Off TimeThe time, usually 6pm, after which a property may release for sale a non guaranteed reservation with an arrival time before 6pm.Cut Off DateA pre determined date between an establishment and its client, by which the confirmed numbers for a group or function are confirmed. Normally this number will be the basis for charging and catering for the occasion.Day RateA special room rate for the use of a guestroom between the hours of 7am and 6pm.Day ShiftReception usually has three shifts:Day Shift0700 1500Afternoon Shift1500 2300Night Shift2300 0700Day UseA room status term indicating that the room will be used for less than an overnight stay.Density ChartA chart used in the reservations department whereby dates are arranged by room type and indicate availability.Desk ClerkA Front Office ReceptionistDiscountReduction of the normal rate. Used as an incentive to entice business.DoubleA Room which contains a double bed measuring approx. 1.35 by 1.88 meters.Double DoubleA room with two double / queen beds. Also called a Twin DoubleDouble OccupancyTwo people staying in one room.Double Occupancy PercentageA statistical marketing data requirement which gives the percentage of rooms used by two guests as opposed to single occupancy.Due OutA room status term indicating that the room is expected to become available after check out time.Early ArrivalA guest who arrives at the property before the date of their reservation. OR guest scheduled to arrive before the check in time of 1400.End of DayA predetermined time at which all transactions for that day will be finalised. English BreakfastCereal, cooked main dish (bacon and eggs etc), toast, butter and spreads, fruit juice and coffee and tea. An Australian breakfast includes all of the above plus Steak and Eggs, Lambs Fry or Lamb Cutlets as a cooked meal choice.ETAEstimated time of arrival.ETDEstimated time of departure.European planRoom rate which includes Room Only.Exchange VoucherA promise to pay for serviced rendered. Usually issued by Travel Agents, Airline Carriers or Reservation Companies for accommodation, transfers, day tours etc.Executive FloorA floor or number of floors, of a property which offer superior services or facilities.Expected Arrivals ListA daily report indicating the number and names of guests expected to arrive.Expected Departure ListA daily report indicating the number and names of guests who are due to depart from the establishment.ExtensionWhen a guest extends his stay beyond their original departure dates.Familiarisation TourTour of the property, by people selling travel. Gives them first hand experience of the property.Family Plan RateA room rate for parents and children in the same room.FITFree Independent Traveller. A guest coming to the hotel as an individual and not as part of any group.Floor LimitA limit assigned by a Credit Card company indicating the maximum amount in charges that a card holder may make before authorisation is required.FOCFree of ChargeFree SaleAn agent negotiates to sell a small block of rooms each day on our behalf. They can sell them and no not need to confirm with the establishment before selling.Front Office CashierA Front Office employee whose responsibility is for the guest accounting cycle. Most hotels now employ multi skilled staff who handle all the Front Office duties including cashiering.Front Of HouseFunctional areas of the premises that have substantial contact with the guests. E.g. Food and Beverage outlets and Front Office.Full Board Full PensionRoom rate including accommodation and three meals.Full HouseAll rooms are occupied. No rooms left to sell.GatewaysAny city with air and sea ports, having customs and immigration facilities and direct flights to and from overseas locations.GoalA definition of the purpose of a department or division which directs the actions of the employees towards the companys mission statement.GrossTotal amount received before deductions.GroupA minimum number of rooms (usually 15) or passengers that are travelling together.Group RateA room rate negotiated between an establishment and a company for a large number of guests.Guaranteed ReservationA reservation which assures the guest that a room will be held until check out time on the following day. The guest will guarantee payment for the room even if it is not used, unless the reservation is properly cancelled. Reservations can be guaranteed by : deposit payment, credit card payment or number, travel agent or corporate customer guarantee.Guest Folio / AccountA record of financial transactions which occur between a guest and the establishment.Guest CycleThe entire phase of a guests stay from the initial reservation through registration and rooming to the guests check out.Guest HistoryA collection of personal and financial information about a guest which is used mainly for servicing a guests return stay.Guest ListAn alphabetical list of all in house guests.Handicap RoomA room designed with special features to cater for the handicapped.Hospitality RoomRooms given for use by a group so that the establishment can have the majority of rooms back and therefore clean them. Can also refer to a room given to the administration of a conference, enabling them to set up an office for the duration of the conference.Hotel GroupsIndependent Hotels. Private group or a single Property.Management Groups. Hotel has a management contract with a large group EG Hilton Hotels.Chain Hotels. Property is owed and managed by a large Hotel Corporation.Franchise. Hotel is privately owed but is managed under guidelines of the Franchise Company and they have the right to use the name of the group. Eg Holiday Inns.Referral Groups. Independent Hotels that pay to belong to a marketing syndicate. E.g. Flag Inns.Housekeeping Status ReportA report prepared by the housekeeping department indicating the current status of each room based on physical inspection.House UseA room status term indicating that the room is being used by someone on the staff at no charge.IATAInternational Air Transport AssociationInformation RackAn alphabetical index of all the registered guests. Used in directing mail, telephone calls, messages and visitor enquiries.KingA room with a king size bed measuring approx. 1.95 x 2.00 metersLate ArrivalA guest with a reservation who expects to arrive after the cut off time but has advised the hotel in advance.Late ChargeA charge for the guest that reaches the Front Office after the guest has departed from the property.Late Check OutA guest being allowed to remain in the room after the usual check out time.Letter of ConfirmationA letter sent by the establishment to the guest who has requested a booking, confirming the details of that reservation.Lock OutA room double locked so as to not allow the guest to re enter until such time as they have seen managementModified American Plan (MAP)A room rate designed to include room charge and two meals, usually breakfast and dinner.Mark UpAdd on cost the handling agent determines as their cost for services rendered.Master KeyA key which opens all guest room doors which are not double locked.MCO Miscellaneous Charge VoucherA promise to pay issued by an airline or travel agent. The guest hands over the voucher (MCO) upon arrival and it will have a cash value.Multiple OccupancyA room rented out to more than one guest.Make UpA room that needs to be serviced before a guest may be registered into it.ManifestA list of names of people participating in an event. Used significantly by airlines and travel agents.NettFinal amount after deductions.Night AuditA daily review of guest accounts against revenue centre transactions that guarantee accuracy in the billing process.Night AuditorAn employee who performs the night audit and compiles a daily report of the financial data and trading statistics.No ShowA guest who made a reservation but does not arrive.Occupancy PercentageA statistic which indicates the proportion of rooms or beds sold to the rooms or beds available for sale during a specific period.Rooms Occupied / Rooms Available X 100OccupiedA room status term indicating that a guest is currently registered in that room.OpenThe status of a date for which a reservation system will accept reservations.Out of BalanceTerm used to describe when total debits differ from total credits.Out Of OrderRoom status term indicating that the room cannot be used. Can be for many reasons such as maintenance or spring cleaning.Overage / UnderageAn imbalance that occurs when total cash taken in the cash drawer is greater / less than the total receipts.OverbookingAccepting more reservations than available rooms.OverstayA guest who stays on after their indicated date of departure.Paid OutCash paid out by the establishment on behalf of a guest and then charged to the guest account as a paid out or cash advance. E.g. A guest arrives at the hotel by taxi. Not having any change on him, he asks the hotel to pay the taxi and put the charge on his bill.PATAPacific Area Travel AssociationPaxNumber of people (2 Pax = 2 people). Note : In a restaurant a person is referred to as a cover)PensionA Guest House or Boarding House in EuropePorterageAdd on cost of having bags carried