浙江工商大学饭店管理学英文版第三章PPT课件.ppt

Chapter3 FrontOffice 1 LearningObjectives TobefamiliarwiththeFrontOfficedepartmentalfunctionsandorganization Tounderstandtheproceduresandprocessofreservation registration guestservices telecommunication nightauditandcheckout 2 DepartmentalFunctions Providetheservicestotheguestsincluding processingguestreservation roomassignments handlingguestandhousemail providingguestinformation messageserviceandhandlingotherguests request In housefunctionsincluding Controllingthecosts overseeingpayrollandsupplies controllingreservations andcoordinatinginformationonroomavailability 3 FrontOfficeManager sMajorResponsibilities Directandcoordinatestheactivitiesoftheregistrationdesk reservationsoffice key mail andinformationdesk servicedepartment frontdeskandsecuritydepartment Developsandmaintainsoperatingproceduresforbothindividualandconventionreservations controlsopenandcloseddatesofroomsandreservations Isresponsibleforroomkeysandtheflowofhousemail guestmailandmessages Isresponsibleforthecoordinationofalldepartments especiallycashiers credit sales housekeeping engineering telephone andsecurity Processofinformationonguestroomavailabilityefficiently Workcloselywiththesalesdepartmenttoaidconventionsandgroupsinplanninghousingrequirements roomassignmentsandroominglists preparingreportsandforecastsonanticipatedroomoccupancy reservations expectedarrivalsanddepartures housecount estimatedrevenues andotherstatisticsandobtainthehighestpossibleroomsrevenuestoachievethedesireddepartmentalprofit 4 FrontOfficeDepartmentalOrganizationChart FrontOfficeManager SeniorAssistantFrontOfficeManager ReservationsManager Telecommunications PBXManager Registration GuestServicesManager 5 ReservationSector ReservationManager Supervisors Reservationists 6 PBXSector PrivateBranchExchange Telecommunications PBXManager Supervisors Operators 7 GuestServiceSector GuestServiceManager SeniorFrontDeskAgent Doorman Concierge FrontDeskAgent Mail InformationClerk BellCaptain Bellman BaggagePorter 8 ReservationDepartment KeyDuty Toselleveryavailableroomatthemostprofitableratepossible ReservationManager Supervisor sresponsibility WorksunderthedirectionofFrontOfficeManagerandSeniorAssistantFrontOfficeManagertocompleteprocessingofreservationsandreservationscorrespondence supervisethereservationsfilingsystem maintaintheup to dateinformationconcerningroomavailabilityandappropriaterecordsforstatisticalcontrolofroomsandreservations issuereportsonreservationschangestoallrelevantdepartments promptchangesandupdatestotheavailabilityboardasneeded prepareanddistributesellandreportchartwhichidentifiestheagentswhohavebookedvariousroomblocksandthestatusofremainingroomblockinvariousavailableperiods 9 ReservationDepartment Reservationist skeyresponsibility Worksunderthedirectionofthereservationmanagertomaintainup to date accuratereservationrecordsincludingarecordofadvancereservations adailyreservationtally adailydeparturetally keepconventionhistoryrecords suiteandVIPaccommodationslist supervisedailypreparationanddistributionofspecialattentionlistandtakechargeofthereservationofficeandallofitsfunctionsduringtheabsenceofthereservationmanager 10 FutureRoomAvailability Overbooking acceptmorereservationsthanthehotelcanfill Aavailabilityboardshouldbeavailableinthehoteleithermanualorautomatedasaconvenientvisualguidecontrollingoverbooking 11 ReservationSource Telephone FaxMail E mailCentralReservationCenterWebsiteOn lineBookingIn house 12 ReservationProcessing Answerthephonewithinthreeringswithgreetingsandstatingthehotel thedepartmentnameandreservationist sname Askfortheguest snameandaddresstheguestwithhis hersurname Askiftheguestisattendingagrouporconventionprogram Askiftheguestisamemberofhonorsrewardprogram Askfortakeareservation Introducetheguestaboutthehotelaccommodationinformationincludingsmokingandnon smokingroomoffering abriefintroductiondifferentroomtypes introductionondifferentroomrateandpackagingprogram Askforapproximatearrivaltimeandthedeparturedate Askforthespecialrequests Askfortheguest scontactdetails Requestforthepaymenttypeandinformation Explainthecancellationpolicy Repeatthereservationdetails Providetheconfirmationnumber Sendtheconfirmationtotheguestviafax e mailore mail 13 Completeinformationshouldinclude TimestampsGuestNameAnygrouporconventionaffiliationArrivalTime DateandDepartureDateRoomType smokingornone smoking Kingortwin Delux Luxury SuperiororStandard RoomView Suite RoomRateAnyspecialrequest FeatherPillow Topfloorroom AnydepositConfirmationnumberGuestcontactinformation 14 15 16 17 RegistrationSector AssistantManager ensureallguestservicesareperformedproperly performallVIPservices maintainproperrecords AMLogBook andreportonanyunusualactivities grantrebates approvechecks settleguestdisputesonchargesandothermatters handlesguestcomplaints 18 RegistrationSector SeniorFrontDeskAgent GuestServiceRepresentative Sellandassignguestrooms monitortheroomstatusreport assistthereservationsmanagerinmaintainingtheavailabilityboardupdatingreservationsstatistics preparedailyforecastsandreport 19 RegistrationSector FrontDeskAgent GuestServiceRepresentativeorGuestServiceOfficer Processregistrationsandroomassignmentforincomingguests assisttheguestswithanyquestions needs problems maintainacompleteflowofguestrecordsanddetails describesetup answersguestquestionsconcerningotherareasofthehotelandcommunity learnthechiefroomclerk sresponsiblyandtakeoverthispositionwhennecessary 20 FrontDeskAgent sEssentialKnowledge TheFloorPlanofthehotelandwhatviews thenumberofguestrooms averagesizeofguestrooms hotelamenities thedifferenttypeofaccommodations roomratestructure roomvariations 21 GuestArrival Beforetheguest sarrival afrontdeskagentshouldreviewtheblowreports ArrivalReport DepartureReport VIPReport 22 GuestRegistrationProcess FirstStep Greetingtheguestwithasmile GoodMorning GoodAfternoon MayIhelpyou SecondStep Determineiftheguesthasareservationwithoutmakingtheguestfeeluncomfortable ThirdStep RoomAssignment ForthStep GuestRegistrationFifthStep DepositSixStep Preparethekeyfolderincludingtheroomkeycard breakfastvoucherSevenStep Handthekeycardtotheguestandwishhim heranicestayinthehotel 23 24 GroupArrival BlocktheroomSortkeys Prepareindividualorgroupregistrationcard Openanaccountifgroupbillingistobeused Generateindividualaccountinadvanceifrequest Setupseparatecounteruponarrivalinthelobby Handtheguestwithanenvelopecontainingawelcomenote key chargeinstructions tourorconventiondetails mapofthecityandsoon Guidethegueststotherooms Sendtheluggagetotheguestrooms 25 Mail MessageandInformation Incomingmailisroutedtothefrontofficemanager whothenseparatesitintoguestmailandhotelmail Guestmailarrivingatthedeskistime stampedandsortedassoonaspossible Iftheguestisregistered themailisplacedinthemailslotandamessageissenttotheguest eitherbypersonalcontactorbyilluminatingthemessagelightontheguest sroomtelephone Iftheguestholdsareservationbuthasnotyetarrived themailisplacedinanalphabeticallysectionedholdingrack andanoteisplacedonthereservationform 26 GuestService Concierge 27 Telecommunication RestrictionofHousephoneTelephoneDialingRateTelephoneFaceplatesIncomingCallsInternalCalls 28 NightAudit Atthecloseofbusiness thesalessheetsofalldepartmentsarephysicallycarriedtothefrontofficeortransmittedelectronicallyviaPropertyManagementSystem 29 Check out TheFrontOfficeisresponsibleforsettlingguestaccountbalances updatingroomstatusinformation creatingaguesthistory andpromotingguestrelationstoenhancethepossibilityofaguestreturningtothehotelorlodgingestablishment 30 Settlement PaymentMethods CashCreditCardTraveler scheck 31 RoomStatusChange FromOccupiedtoon Change 32 PreparationofGuestHistory Includingthetypeofaccommodationoftheguestprefers diningpreferences useofamenitiesorrecreationalfacilities andsomeotherpersonaldata includinghomeaddress e mailaddress telephonenumber birthday Spousename children snameandbirthday 33 GuestRelations 34 ReviewQuestions PleasenamethemajorfunctionsoftheFrontOffice Pleaseexplainthedifferentroomstatuses Pleasedescribethereservationprocedure WhataretheFrontDeskAgents essentialknowledge 35 Reviewquestions Severalstudiesindicatequiteclearlythatreservationcallsmadetoatravelagent orthereservationcenterordirectlytothehotelmayresultinthreedifferentratequotesforthesameaccommodationsatthesameperiodoftime