饭店与前厅管理作业.doc

前厅与客房管理旅游71班 陈琳 2227119旅游71班 李宁 2227115作业1：We called the home hotel and 7 Days. First we will describe our phone call to home hotel. When the line gets through, the other side immediately plays the recording which guids us to reservation with number 40820333 and inquiry with 9. We pressed 9. After 5 seconds, a woman answered my phone. No polite words were given. I just ask her directly what kinds of room there were. There are big bed rooms and standered rooms. The price is 239 and 259 for each night. After these questions, she waited me to say something. At that time when I think what to ask, she talked with other person by her side, which give me a bad impression that the employee has no enthusiasm in promoting product in the hotel. In a word , Im not satisfied with this employee and the system. Second, the 7Days hotel. The employee picked up the phone as quickly as it rang. He asked me what he could do for me politely. Then I felt a little happy, because Im respected. Then I asked him the styles of the rooms in the hotel. Theres only big bed room. “whats the price?” I asked. He said if I were the member of their company, the price is167. But Im not very sure weather Im the member. I told him my telephone number, and he checked the computer paitiently, and told me Im the member. At last, he said that there were more priorities for their members, and thank me for my calling.Comparing with the home hotel, the system of 7Days is more friendly. They seize the initiative, and find what the customer wants. They can meet the needs of customer perfectly. And most of all, the employee in 7Days do the work with passion.作业2 了解第三方预定程序1、 携程网： 在首页填写并选择国内外酒店、入住日期、价格区间、酒店名，还可以搜索会员的常住酒店，点击酒店搜索按钮。然后跳出新网页，列出搜索到的符合要求的酒店。每个酒店有客户的评价、简单介绍。同时还有网上预定送券活动。此时点击预订按钮，需要重新输入入住日期和离店日期。（有点不合理，浪费了消费者的时间，因为在首次搜索时就输入过此信息。）预订后确认信息即可。2、 住哪网 在首页按搜索，然后根据价格、商圈、星级、酒店服务设施、连锁品牌等选项再次筛选需要的酒店。网页列出酒店之后，有对酒店较为详细的介绍，包括酒店的地理位置、周边的相关景点介绍、基础设施例如地铁、公交线路的介绍等，还对酒店的地理位置配备了电子地图。以往用户对酒店评价优良程度用显著的标志表明，与淘宝网上商家的信用评价体系类似，有钻石、皇冠等区别，把鼠标移动到评价标志处时，可以清楚地显示该酒店有过好评、中评、差评的次数。这样把酒店的评价优良情况清晰明确地表达给我们。让我们选择酒店时作参考。点击房间的日均价时，可以清晰地显示我们需要入住期间每天的客房价格。住哪网还有个特色就是对客房展示中有实际的图片，能使我们真实地了解即将预订酒店的情况。点击预订之后，要求确认预订的客房类型、入住日期、入住人数、姓名、证件、手机、邮箱、到店时间等。特别之处是预订中还包含了特殊要求，使得顾客的特殊要求能够被酒店照顾到，提高服务的质量。3、比较评价：在比较携程网与住哪网酒店预订程序设计之后，我更喜欢住哪网的设计。我觉得住哪网设计很详细，提供了我们在选择酒店时想要得到的信息。从两大网站的主要区别就能看出在哪网的优势：（1） 住哪网在搜索酒店的选项中设计较详细，涉及到商圈、星级等，更进一步靠近我们的需要。（2） 住哪网对酒店介绍很到位，能够让旅游者知道周围的景点、基础设施等，有利于旅游者的出游，同时也有利于商务客人提高办事效率。避免了消费者到达之后发现没有希望的设施，降低满意率的情况。（3）