酒店英语管理作业-frontdesk.ppt

L/O/G/O Front DeskFront Desk reviewreviewreviewreviewA hotel is a temporary home for people who are traveling.In a hotel the travelers can rest and has access to food and drink.The hotel may also offer facilities for recreation,such as a swimming pool,a golf course,or a beach.brief introduction of hotel industryA A HotelAbout Front DeskFront deskcontentcontent1 12 2 4 45 5 3 3Room ReservationCheck in and check outRoom type and room statusEarly arrivalSettlement if you are a taveler,how can you processroom reservationroom stypesroom statusearly arrivalcheck insettlementcheck outRoom ReservationRoom Reservationways:talk(柜台预订）telephone（电话预定）fax（传真订房）mail（信函订房）verbal（口头订房）internet（网络订房）How do you reserve a room?FATORS1 shopping centre2 surrounding buildings3 brand4 start rate5 spread price levels6 room type7 the facilities of the inside room8 pubic service9 public service of the hotel10 parking lots11 broad band12 breadfast13 the start time of businessperformencesperformences room typesRoom:single room;double room(twin room);triple room;standard room;Suite:junior suite,Business suite,Duplex suite(联式套房）,Presidential suite;Connecting rooms（连体房）;Deluxe room（豪华套房）;Department.Common types:Different types of room are suitable for different guests.Room StatusStatus of a hotel room changes rapidly.Also it is very much crucial to give accurate room status information to the front desk so that they can sell the room or stop selling or guiding guests.room status termscomplimentary(住客房）did not check out do not disturbdue outlate check-outlock-outoccupiedon changeout of orderskippersleepersleep-out（在外过夜房）stayoverVR(vacant ready)Translation about room statuscomplimentary：the room is occupied by the guest but he is not charged for using.this sorts of offers are given to very regular customers.did not check out：the guest had made arrangements previously to settle their accout did not actually come to the front desk or inform them to check out.here you have to remember that the guest is not a skipper as he has settles his accout.do not disturb：the guest has requested not to be disturbed.This is usually indicated with a sign left hanging on the rooms door knob or electronically by a red light indicator outside the guestroom door.This is one of the most popular terms of hotel industry.do not disturb：the guest has requested not to be disturbed.This is usually indicated with a sign left hanging on the rooms door knob or electronically by a red light indicator outside the guestroom door.This is one of the most popular terms of hotel industry.Perform-enceWhy do we need to know the relationships between the front desk androom types and status?I am a traveler,where can Iknow which room is my best choice?early arrivalThe guests reach before the schedule date.the guests arrive before the checking-in time.What are we suppose to do if?1、ask the reason why the guest reach early2.Dealing with the according situation4.Help the guest find other hotel if possible3.adjust first5.keep in touch with the guest all the timeHow to deal with it?Check inName:ID Nom.:Arrival:Department:Tel:Address:Next destination:Room type:Room Nom.:Rate:Deposit:Ways of payment:5 main-point of check in1.Data collecting(guests demands)2.Room assignment and pricing3.Credit Limitation4.Housing schedule5.Deposit confirmingProcessRegisterConfirmCredit Lim.RatingSettlementAccomplish-mentTips for room assignmentVIPjunior suite&Deluxe roomIndividual clientBussiness clientOn vacationExpensive/quitecheapGroup guestsSame floor/typeTips for room assignmentOld/injured/kidsLower floorCouple on honeymoonFamily guestCorner/queen-size bedConnecting roomsDifferent types of room are suitable for different guests.performencea traveler who did not have a reservation arrived at the front desk in a hotelCashcredit cardcheck/chegue报账Settle-mentCredit Card1.convenient to carry2.loss register（挂失）and overdraft（透支）3.raise their credit line(信用度）1.save their time2 reduce human errorFor the hotel:For the guest:conclusionThe Front Office of a hotel is not only its“shop window”but alsoits“nerve centre”此课件下载可自行编辑修改，供参考！感谢您的支持，我们努力做得更好！