饭店管理实务英语整本书课件电子教案全套课件教学教程.ppt

edit,edit,edit,edit,edit,edit,*,饭店管理实务英语课程教学支持资源,HOTEL OPERATIONS AND MANAGEMENT,DIALOGS BETWEEN A TRAINER AND A TRAINEE,CONTENTS,Chapter One:Hotel History and Hotel Organization,Chapter Two:Front Office Department,Chapter Three:Housekeeping Department(1),Chapter Four:Housekeeping Department(2),Chapter Five:Housekeeping Department(3),Chapter Six:Food&Beverage Department(1),Chapter Seven:Food&Beverage Department(2),CONTENTS,Chapter Eight:Food&Beverage Department(3),Chapter Nine:Security Department,Chapter Ten:Sales&Marketing Department,Chapter Eleven:Accounting Department,Chapter Twelve:Engineering Department,Chapter Thirteen:Human Resources Department,Chapter Fourteen:Trends for Hospitality Industry,Chapter One:Hotel History and Hotel Organization,Unit1:Evolution of Hotel Industry,Unit 2:Categories of Hotels,Unit 3:Hotel Outline and Its Organization Chart,Chapter One:Hotel History and Hotel Organization,Chapter Objectives:,Evolution of hotel industry,Categories of hotels,Basic functions of each department,Responsible area for departmental or divisional heads and above,Hotel organization chart,Unit 1:Evolution of Hotel Industry,Transportation development,caravansary,Stagecoach in England in 1658,cars,planes,Unit 1:Evolution of Hotel Industry,Evolution of hotel industry,A.First lodging chain in 1769 in North America,B.Multi-unit lodging chain in 20th century,C.American hotel tycoons,Ellsworth Statler,Ernest Henderson,Conrad Hilton,Kenmmons Wilson,Unit 1:Evolution of Hotel Industry,D.Concept of time-sharing,E.Travel and tourism contribution to the economic clout in the world,Unit 2:Categories of Hotels,Hotels classification according to their locations,Downtown hotel,Resort hotel,Suburban hotel,Motel,Airport hotel,Unit 2:Categories of Hotels,Hotels classification according to their rates,Boutique hotel,Luxury/deluxe hotel,Upscale hotel,Mid-tier hotel and motel,Economy/limited service hotel,Unit 2:Categories of Hotels,Hotels classification according to their room structure,configuration and facilities,All-suite hotel,Extended-stay properties/apartment hotel,Resorts and time-share properties,Inns,Casino hotel,Cruise ships,Unit 3:Hotel Outline and Its Organization Chart,Basic functions of each department,Front Office,Front Desk,Concierge,Business Center,PABX,Transportation,Kiosk,Duty Manager or Assistant Manager,Executive floor,Unit 3:Hotel Outline and Its Organization Chart,Housekeeping,Floor,Laundry,Mini-bar,Lost and Found,Health Club/Fitness Center etc,Unit 3:Hotel Outline and Its Organization Chart,Food and Beverage department,Outlets,Kitchens and etc,Unit 3:Hotel Outline and Its Organization Chart,Sales&Marketing Department,focus on analyzing the marketing plan to reach potential customers,then sell and book reservations.,Accounting Department,tracks all incoming revenue and outgoing cash.It balances the books and has close communication with the General Manager and others with power to decide how money is made and spent.,Unit 3:Hotel Outline and Its Organization Chart,Engineering or Maintenance Department,maintains most of the equipment and machinery on the property and keeps it in working order.,Security Department,addresses concerns ranging from handling,hazardous,(19)waste to securing the building against any threats and protecting the property/the staff,and their belongings.,Unit 3:Hotel Outline and Its Organization Chart,Human Resources Department,oversees all matters relating to staff,from recruiting and hiring to setting salary ranges and benefits.,Unit 3:Hotel Outline and Its Organization Chart,Responsibilities for departmental or divisional heads and above,General Manager,Resident Manager,Executive Housekeeper,Front Office Manager,Food&Beverage Manager,Sales and Marketing Director,Financial Controller,Chief Engineer,Chief Security,Human Resources Manager,Unit 3:Hotel Outline and Its Organization Chart,Hotel organization chart,(See page 17),Chapter Two:Front Office Department,Unit 1:Guest Check-in and Check-out Procedure,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Unit 3:Job Descriptions for Business Center Staff and Working Procedures,Unit 4:Job Descriptions for Operators and Working Procedures,Chapter Two:Front Office Department,Chapter Objectives:,Guest check-in and check-out procedure,Job descriptions for concierge staff,Working procedures for concierge staff,Job descriptions for Business Center staff,Working procedures for Business Center staff,Job descriptions for Operators,Working procedures for Operators,Unit 1:Guest Check-in and Check-out Procedure,Check-in procedure,Guest arrives at the hotel.,Guest without reservation-walk-in,Guest with reservation,Group/meeting group,Greet a guest and ask him/her whether he/she has a reservation or not.,Introduce room types plus special attractions,including the room rate,Find the reservation for this guest,and confirm the particulars via computer,Confirm the group name,no.of rooms,any changes.Distribute keys to the local guide/organizer and ask his or her signature and contact no.Confirm the need for wake-up calls,breakfast time,and luggage pick-up time and other details.,Allocate the room(s),Assist the guest in filling the Registration Card and confirm the mode of payment and handle accordingly.,Make the room key,fill in the welcome card,Ask the bellboy to escort the guest to his/her room,update the information in the computer and do the filing accordingly.,Unit 1:Guest Check-in and Check-out Procedure,Long stay guest check-in,Block the room in advance,Ask Housekeeping Department to prepare welcome gifts according to hotel policy,Welcome letter with GMs signature,Make a room key and ask the bellboy to test it,Double check with Housekeeping regarding gifts on check-in day,Pass the reservation sheet,RC and room key to Duty Manager(DM)who will assist the guest with check-in when the guest arrives.,DM or Front Desk staff will be responsible for keying the relevant data into the computer,Unit 1:Guest Check-in and Check-out Procedure,Registration card,The following information is usually printed on the RC:the guests name,sex,date of birth,the valid card no.,the detailed address,date of arrival and departure,room rate,mode of payment etc.The following is the sample of Registration Card.,Unit 1:Guest Check-in and Check-out Procedure,Surname,姓,Name,名,Sex,性别,Nationality,国籍,Date of Birth,出生年月日,Type of Identification,证件种类,No.,号码,Type of Visa,签证种类,Validity,有效期,Yr,年,Mth.,月,Day,日,Permanent Address,永久住址,Date of Arrival Date of Departure Room No.,房号,抵达日期,离店日期,Hosted by,接待单位,Purpose of Stay,停留事由,Travel,旅行,Business,商务,Official,官方活动,Method of Payment Cash,现金,Credit Card,信用卡,付款方式,Travelers Check,旅行支票,Company,公司,Others,其它,Remarks,备注,The rate is subject to 15%surcharge and any,other applicable government tax.Safe box,provided at the Front Desk or in the guest room is,available for use free of charge.,房价另加收,15%,服务费及有关政府税款。,酒店前,台及房间内的保险箱可免费供您使用。,Front Desk Staff,员工签名,Guest Signature,客人签名,Unit 1:Guest Check-in and Check-out Procedure,Welcome card,The details such as the guests name,room no.,date of arrival/departure,staff on duty,room rate are usually printed on the card,meanwhile the room key and breakfast coupon are also inserted in it.,Unit 1:Guest Check-in and Check-out Procedure,Check-out procedure,Politely ask the guest to return the room key,Inform Housekeeping to look in the rooms for mini-bar consumption and forgotten items.,Present the bill to the guest,Write an invoice with information provided by the guest,Settle the account according to mode of payment,Say farewell using the guests name and extend an invitation to come again,Sort out any checks,credit card slips or cash,Settle the account in the computer,Unit 1:Guest Check-in and Check-out Procedure,Payment authorization form,If a guests bill is paid by another guest staying in the hotel,confirm with the guest who will pay,look at the payment authorization form to make sure these previous arrangements have been made,print the bill and get the“paid for”guest to sign it.Transfer the amount to the paying guests room account in the computer.,Unit 1:Guest Check-in and Check-out Procedure,I,Room No hereby authorize XXX hotel to charge/transfer 本人兹授权XXX酒店，将以下费用转入本人账户。,All expenses 所有费用,Specified expenses such as 下列指定费用:,room charge only 仅限房费,food&beverage only 仅限餐饮费,laundry&valet only 仅限洗衣、烫衣费,mini-bar items only 仅限房间内小酒吧消费,telephone charge only 仅限电话费,others其它,Unit 1:Guest Check-in and Check-out Procedure,incurred by 指定消费者为,of Room No.,of Room No.,of Room No.,into my account.,I will be responsible for the expenses incurred by the above guests.,本人愿意承担以上指定消费者的费用。,Date and Time,日期和时间,Guest Signature,授权人签名,Job descriptions for concierge staff,Pick-up a guest at airport,train station,passenger harbour or bus terminal,Open the car door for a guest,Open and close the door,Bell service,Inquiry,Car rental service,Handle tickets such as theater,sports events etc.,Luggage storage ETC.,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Escort a guest to his room inside the hotel,Get the room key from the Front Desk colleague or guest and conform the room no.,Hold the elevator door and invite the guest to go in first,stand near the elevator control panel,Start a small talk if the guest is not too tired,Invite the guests to go out the elevator first,Press the doorbell then knock on the door before entering the room,Put the luggage on the rack or any place the guest wishes,Introduce the room facilities if the guest comes to the hotel the first time,Leave the room by moving backward two or three steps if the guest has no other requirements,meanwhile wish the guest“Have a pleasant stay with us.”,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Attention:,Here is more detail about showing facilities in the guest room:,Window curtains:close if dark outside,leave it open if light.,Locations of air-conditioner and temperature regulator.,Safe box inside the cabinet.,The items inside the writing table drawers,especially the hotel service directory.,Mini-bar selection.,Bed control panel.,Power socket,hair-dryer and shower sprinkler inside the bathroom.,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Handle a groups luggage at arrival,Take the luggage from the bus,Verify the total amount,check for damage and inform the guide/organizer immediately if any.,On the group luggage sheet,you also note actual amount of luggage and compare it to the number recorded by night shift staff,then write the bus number and ask the driver to sign his name for confirmation.,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Attach luggage tags on each item for distribution.,Confirm assigned room numbers with Front Desk and distribute everything to each guest room according to the rooming list.Make a note of where each piece goes in case of mix-up and need to correct it later.,If luggage arrives first before their owners,it should be held together with a luggage net or a rope and put in front of the luggage store room.,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Handle luggage at check-out,When a guest asks to pick up suitcases downstairs,ask for his name and room number,how many pieces to carry,and time he plans to check out.,Write these particulars on the work sheet.,Decide whether you need a trolley and which size based on number and bulk of articles.,If a colleague calls you to pick up luggage from the guests room,ask for guests name,room number,your colleagues name and department.,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Before you enter the guests room,press the door bell and announce your departments name.,If on one is in the room,check whether the luggage is ready to go,also check whether the guest forgot anything.Attach the luggage tag-departure and put everything near the store room.,If the guest is still in the room,ask whether he/she wants to check out or store the items.,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,For storage,fill in the luggage tag-storage（行李临时寄存卡）,ask the guest to sign his name,and present one copy to him/her.Tell him/her to show this copy to the concierge when he/she is ready for pick up.,For immediate check out,telephone the Front Desk so they can handle the check-out formalities.,Escort the guest to Front Desk and wait in an appropriate place until check-out is completed.,Carry luggage to the car and put it in the trunk,courteously close the car door after the guest is inside while wishing him a nice trip.,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Handle group luggage on departure,Collect items according to the group room list.Meanwhile look for any damage or tears on each piece of the luggage.,Put the groups luggage together in an appropriate place so the guide or organizer can check everything,then ask him or her to sign the group luggage sheet.,Put suitcases and traveling gear(such as cameras,sports equipment or other odd shaped items)into the bus after the Front Desk staff finish checkout,then double check amount of pieces with driver and ask him to sign his name on the working sheet.,Come back to the counter to finish sorting out the relevant documents and file it all properly according to the filing system.,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Unit 2:Job Descriptions for Concierge Staff and Working Procedures,Handle luggage storage,No matter how familiar you are with the guest,ask him or her to fill in the luggage tag-storage.Explain to the guest the conditions regarding the storage.Store the luggage properly in the store room,and then record it in the luggage storage book.When the guest comes to the Concierge to fetch his/her luggage,ask the guest to show the valid ID card and verify it,ask the guest to sign according to the working procedure,then record it.,NO,Guest Name,客人姓名,Received by,接收人,Date,日期,Remarks,备注,-,Luggage Tag-Storage,行李,/,物品暂时寄存卡,NO,Guest Name,客人姓名,Received by,接收人,Date,日前,Remarks,备注,Description,品名,No.of PCs,件数,XXX Hotel Name,Conditions of Storage,Please do not leave any valuables at the Concierge.The hotel is not responsible for any loss of damage of the deposited article and its contents.,The hotel has full legal right,three months after the date shown on the storage tag,to dispose of any stored items not claimed.Prior,arrangement in writing is required to keep storage items beyond three months.,请勿将贵重物品寄存在行李部。本酒店对寄存物品的损失或遗失概不负责。逾期三个月,酒店有权处理无人认领的行李。若欲寄存行李超过三,个月，请提前用书面形式向酒店提出申请。,-,Conditions of Storage,Please do not leave any valuables at the Concierge.The hotel is not responsible for any loss of damage of the deposited article and its contents.,The hotel has full legal right,three months after the date shown on the storage tag,to dispose of any stored items not claimed.Prior,arrangement in writing is required to keep storage items b