第五章、饭店前厅管理

1、第五章、饭店前厅管理第五章、饭店前厅管理主讲：张传统主讲：张传统1234主要内容主要内容一、前厅部管理概述一、前厅部管理概述1 1、前厅部概述、前厅部概述饭店的前厅部通常由预订部、前台、商务中心、总机饭店的前厅部通常由预订部、前台、商务中心、总机房、商务楼层、小卖部、礼宾部、车队以及值班经理房、商务楼层、小卖部、礼宾部、车队以及值班经理构成。构成。主要职责：主要职责：负责饭店客人的接送；登记客人入住；转接饭店各部门及客人房间的电话，电话帐单的查帐；给客人提供秘书服务以及客人离店时负责结帐、搬运行李等服务；同时，由宾客服务中心来统一协调处理，对客服务，为客人提供“一站式服务”等。重要性：重要性：

2、前厅部是客人首先接触也是最后接触的部门，前厅部是客人首先接触也是最后接触的部门，因此在树立饭店形象、为客人提供优质服务方面起着因此在树立饭店形象、为客人提供优质服务方面起着至关重要的作用。至关重要的作用。2 2、前厅部的地位和作用、前厅部的地位和作用中国大饭店前厅大堂中国大饭店前厅大堂北京贵宾楼饭店大堂3 3、前厅部的主要功能、前厅部的主要功能 1 1）销售客房。）销售客房。 2 2）控制客房状况。）控制客房状况。 3 3）提供各项前厅服务。）提供各项前厅服务。 4 4）协调对客关系。）协调对客关系。 5 5）信息收集、处理与传递。）信息收集、处理与传递。 6 6）负责客帐管理。）负责客帐管理

3、。 7 7）建立客史档案。）建立客史档案。（二）前厅业务管理（二）前厅业务管理1 1、预订业务管理、预订业务管理 饭店前厅设预订处或订房部。饭店前厅设预订处或订房部。 主要职责：主要职责： 接受宾客的预订；负责与公司、旅行社等提供客源接受宾客的预订；负责与公司、旅行社等提供客源的单位建立业务关系；推销客房；密切与总台接待处的单位建立业务关系；推销客房；密切与总台接待处的联系，及时向前厅部经理及总台提供有关客房预订的联系，及时向前厅部经理及总台提供有关客房预订资料。资料。 1 1）预订的种类。）预订的种类。 2 2）预订业务的程序。）预订业务的程序。 3 3）案例分析。）案例分析。1 1）预订的

4、种类）预订的种类Handling ReservationWhat Reservation staff do: Answer questions on the telephone or to a person at the deskReserve rooms for specified datesSend faxes to guests to confirm booked rooms, produce reports of their work for the managementMaking room reservation: Use Room Reservation FormWhen a t

5、ravel agency books the room, fill in the group Instructions formIf a reservation is changed,say,arrival date If a reservation is changed,say,arrival date is postponed,what and how to do ?is postponed,what and how to do ? Change information in computer .Change information in computer . Notify relevan

6、t departments like Notify relevant departments like Front Desk and Concierge.Front Desk and Concierge.If a reservation is cancelled,how to do? Cancel it on the computer and pay special attention to being friendly to the guest. if possible get the reason for canceling,this can improve the service sta

7、ndard if it is our fault.How to Make room reservation? Use Room Reservation Form, put the Use Room Reservation Form, put the information into the rmation into the computer. When a travel agency books the room, When a travel agency books the room, fill in the group Instructions form.fill

8、 in the group Instructions form.Room Reservation Form Resrvation Cancellation AmendmentResrvation Cancellation Amendment Mr./Mrs./Miss:Mr./Mrs./Miss: Arrival date : Flight No.: ETA:Arrival date : Flight No.: ETA: Departure date: Flight No.: ETD:Departure date: Flight No.: ETD: No. of rooms: Room Typ

9、e:No. of rooms: Room Type: No. of person: Room Rate:No. of person: Room Rate: Remarks:Remarks: Booked by: Tel: Company name: Booked by: Tel: Company name: Amenities: VIP: Yes NoAmenities: VIP: Yes No Confirmation Yes NoConfirmation Yes No Taken by: Date:Taken by: Date: Approved by: Date:Approved by:

10、 Date: Key in by: Date:Key in by: Date:2 2）预订业务程序控制）预订业务程序控制2 2、接待业务管理、接待业务管理1 1）接待业务程序控制）接待业务程序控制2 2）客房状态的控制）客房状态的控制 （1 1）检查与核对。）检查与核对。 检查核对客房预订情况、预期离店客房情检查核对客房预订情况、预期离店客房情况、可出租房、次日必须保证的客房情况。况、可出租房、次日必须保证的客房情况。 （2 2）客房状况的转换。）客房状况的转换。 宾客入住与退房宾客入住与退房 离店日期的变更及延迟退房的处理离店日期的变更及延迟退房的处理 换房处理换房处理3 3、前厅日常管理、

11、前厅日常管理1 1）问询服务）问询服务 回答宾客有关本饭店各部门服务的问题和回答宾客有关本饭店各部门服务的问题和饭店外的交通、旅游、购物、娱乐、社团饭店外的交通、旅游、购物、娱乐、社团活动等询问。活动等询问。 代客对外联系（主要指机场、车站、码头、代客对外联系（主要指机场、车站、码头、游览点等代办服务）。游览点等代办服务）。 代客保管钥匙和贵重物品。代客保管钥匙和贵重物品。 处理宾客信函、留言、电传、电报、传真、处理宾客信函、留言、电传、电报、传真、电子邮件等。电子邮件等。2 2）礼宾服务）礼宾服务 （1 1）迎接服务。）迎接服务。 A A、迎送宾客。、迎送宾客。 B B、指挥门前交通，确保回

12、车道通畅。、指挥门前交通，确保回车道通畅。 C C、维持饭店外围秩序，确保安全。、维持饭店外围秩序，确保安全。 D D、回答宾客问询。、回答宾客问询。 （2 2）行李服务。）行李服务。 A A、搬运服务。、搬运服务。 B B、寄存服务。、寄存服务。行李服务3 3）总机服务）总机服务4 4）商务中心服务）商务中心服务 提供复印、打字、电传、长途电话以及提供复印、打字、电传、长途电话以及Internet等商务服务；等商务服务； 提供翻译、听写提供翻译、听写/会议记录、抄写以及文件会议记录、抄写以及文件核对、代办邮件、会议室出租、文件整理核对、代办邮件、会议室出租、文件整理及装订服务；及装订服务；

13、提供国、内外交通票据的预订服务。提供国、内外交通票据的预订服务。 提供秘书、托运、信差、商业信息查询以提供秘书、托运、信差、商业信息查询以及安排会晤等服务。及安排会晤等服务。5 5）宾客投诉处理）宾客投诉处理（3 3）处理投诉程序）处理投诉程序6 6）金钥匙服务）金钥匙服务金钥匙组织 “金钥匙金钥匙”（Les ClefsdOrLes ClefsdOr）通常身着）通常身着燕尾服，上面别着十分形金钥匙，这是委燕尾服，上面别着十分形金钥匙，这是委托办的国际组织托办的国际组织“国际饭店金钥匙组国际饭店金钥匙组织联合会织联合会”（Union International Union Internation

14、al Concierge Hotel Les Clefs dOrConcierge Hotel Les Clefs dOr）会）会员的标志，它象征着员的标志，它象征着“Concierge”Concierge”就如就如同万能的同万能的“金钥匙金钥匙”一般，可以为客人解一般，可以为客人解决一切难题。决一切难题。金钥匙标志 国际金钥匙标志国际金钥匙标志 中国金钥匙标志中国金钥匙标志金钥匙本质金钥匙本质 1 1、金钥匙，代表两种委托职能：饭店综合、金钥匙，代表两种委托职能：饭店综合服务；该城市综合服务。服务；该城市综合服务。 2 2、金钥匙既是一种专业化个性化的饭店综、金钥匙既是一种专业化个性化的饭店

15、综合服务，又是一个国际化的民间专业组织。合服务，又是一个国际化的民间专业组织。 3 3、金钥匙本质：委托代办，为宾客提供专、金钥匙本质：委托代办，为宾客提供专业化个性化服务的委托代办个人或组织的总业化个性化服务的委托代办个人或组织的总称。称。金钥匙服务金钥匙服务金钥匙服务项目金钥匙服务项目数字资料：中国金钥匙数字资料：中国金钥匙 目前，中国饭店业有近目前，中国饭店业有近500500位金钥匙。位金钥匙。4、前厅客帐管理、前厅客帐管理1）客帐记录）客帐记录2）宾客结帐）宾客结帐5、前厅信息管理、前厅信息管理1）信息传递沟通的手段）信息传递沟通的手段A A、各类表单与报告。、各类表单与报告。B B、

16、各类通知、通告与备忘录。、各类通知、通告与备忘录。C C、交班日记与记事簿。、交班日记与记事簿。D D、各类会议。、各类会议。E E、计算机信息系统。、计算机信息系统。2）前厅信息资料的管理方法）前厅信息资料的管理方法（1 1）信息资料管理中的主要失误）信息资料管理中的主要失误（2 2）信息资料管理的方法）信息资料管理的方法 （1 1）信息资料管理中的主要失误）信息资料管理中的主要失误（2 2）信息资料管理的方法）信息资料管理的方法A A、建章立制。、建章立制。 制定信息管理相关制度，严格按照制度执行。制定信息管理相关制度，严格按照制度执行。B B、分类管理。、分类管理。 临时类、待处理类、永

17、久存放类。临时类、待处理类、永久存放类。C C、制作索引。、制作索引。D D、专人负责资料汇总、整理存放工作。、专人负责资料汇总、整理存放工作。资料：大堂副理资料：大堂副理大堂副理是酒店总经理的代表。大堂副理是酒店总经理的代表。 对外：负责处理日常宾客的投诉和意见，对外：负责处理日常宾客的投诉和意见，平衡协调各部门与客人的关系。平衡协调各部门与客人的关系。 对内：负责维护酒店正常的秩序和安全，对内：负责维护酒店正常的秩序和安全，对各部门的工作起监督和配合作用。对各部门的工作起监督和配合作用。job descriptions for concierge staff and working pro

18、cedures 1) meeting guests at the airport1) meeting guests at the airport 2)Escort a guest to his room inside 2)Escort a guest to his room inside the hotelthe hotel 3)handle s groups luggage at 3)handle s groups luggage at arrivalarrival1) Meeting guests at the airport Go to the Front Desk at AM7:00

19、to see if need to pick up any guests at the Go to the Front Desk at AM7:00 to see if need to pick up any guests at the airport.confirm the name,number of people,flight number and other particulars.airport.confirm the name,number of people,flight number and other particulars. Contact the airport to d

20、ouble-check the flight number and arrival time. Contact the airport to double-check the flight number and arrival time. Contact hotel transportation to arrange to leave the hotel at a specific time Contact hotel transportation to arrange to leave the hotel at a specific time depending on the distanc

21、e between the hotel and airport.depending on the distance between the hotel and airport. Take the pick-up board and hold it high at the airport entrance,when guests Take the pick-up board and hold it high at the airport entrance,when guests arrive,greet them politely with a friendly smile.arrive,gre

22、et them politely with a friendly smile. Help guests carry luggage to the hotel limousine waiting outside in the airport Help guests carry luggage to the hotel limousine waiting outside in the airport parking lot. On the way back to the hotel,talk about the city and some beautiful parking lot. On the

23、 way back to the hotel,talk about the city and some beautiful tourism attractions.tourism attractions. Back at the hotel,pass the guest luggage to Back at the hotel,pass the guest luggage to the bellboy who confirms the number of pieces the bellboy who confirms the number of pieces of luggage and es

24、corts guests to assigned rooms.of luggage and escorts guests to assigned rooms. Before guests leave,write the charge for Before guests leave,write the charge for airport pick up,ask for signatures and give the airport pick up,ask for signatures and give the amount to Front Desk to post it in the com

25、puter.amount to Front Desk to post it in the computer. No charge for guest pick-up must be approved No charge for guest pick-up must be approved first by the relevant departmental heads.first by the relevant departmental heads.2）Escort a guest to his room inside the hotelStep to the car and open the

26、 door for the guest,greet the Step to the car and open the door for the guest,greet the guest,take down the guests suitcases and confirm with the guest guest,take down the guests suitcases and confirm with the guest how many the pieces brought.if too many to carry,put them on the how many the pieces

27、 brought.if too many to carry,put them on the luggage trolley.luggage trolley.At the Front Desk check-in,wait behind the guest a distance of At the Front Desk check-in,wait behind the guest a distance of 1.5meter.1.5meter.When the procedure completed,help getting the key from FD When the procedure c

28、ompleted,help getting the key from FD colleague or guest and confirm the room number.colleague or guest and confirm the room number.At the elevator,hold the door and invite the guest to go in At the elevator,hold the door and invite the guest to go in first,stand near the elevator control panel,smil

29、e and small talk first,stand near the elevator control panel,smile and small talk if the guest is not too tired;when the elevator arrives at the if the guest is not too tired;when the elevator arrives at the floor,again hold the floor,and invite the guest to go out first.floor,again hold the floor,a

30、nd invite the guest to go out first.Before enter the room,press the doorbell then knock on the Before enter the room,press the doorbell then knock on the door.if no reaction,open the door and insert the key into the door.if no reaction,open the door and insert the key into the power socket holder.po

31、wer socket holder.Ask the guest to enter first,put luggage on the rack or any place Ask the guest to enter first,put luggage on the rack or any place the guest wants.the guest wants.Introduce the facilities in the room, ask if any other Introduce the facilities in the room, ask if any other requirem

32、ents,if not leave the room and saying:”have a please stay requirements,if not leave the room and saying:”have a please stay with us.”turn around and close the door lightly behind you,do not with us.”turn around and close the door lightly behind you,do not slam the door.slam the door.The following is

33、 the Room facilities :The following is the Room facilities :window curtains:close if dark outside,leave it open if light.window curtains:close if dark outside,leave it open if light.Locations of air-conditioner and temperature regulator.Locations of air-conditioner and temperature regulator.Safe box

34、 inside the cabinet.Safe box inside the cabinet.The items inside the writing table drawers,especially the hotel The items inside the writing table drawers,especially the hotel service directory.service directory.Mini-bar selection.Mini-bar selection.Bed control panel.Bed control panel.Power socket,h

35、air-dryer and shower sprinkler inside the bathroom.Power socket,hair-dryer and shower sprinkler inside the bathroom.3)handle s groups luggage at arrival Filled the group luggage sheet by night shift staff Filled the group luggage sheet by night shift staff the evening before,including name of the th

36、e evening before,including name of the group,number of pax(peoples),name of travel group,number of pax(peoples),name of travel agency,time of arrival at the hotel.agency,time of arrival at the hotel. On the following day,when the group arrives,the day On the following day,when the group arrives,the

37、day shift staff take the luggage from the bus,verify the shift staff take the luggage from the bus,verify the total amount,check for damage and inform the total amount,check for damage and inform the guide/organizer immediately if any.guide/organizer immediately if any. On the group sheet,note actua

38、l amount of luggage and On the group sheet,note actual amount of luggage and compare it to the number recorded by night shift compare it to the number recorded by night shift staff,write the bus number and ask the driver to staff,write the bus number and ask the driver to sign name for confirmation.sign name for confirmation. Attach luggage tags on each item for distribution. Attach luggage tags on each item for distributio