酒店英语听说论文.doc

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The aim of a hotel is to create a home away from home for all the travelling guests who need rest ,food and drink.
The Front Office of a hotel is not only its “shop window’’ , but also its “nerve center” . It is within this department that the guest’s vacation or business ,and indeed ,the hotel’s operation itself are made or ruined.
The Front Office staff seem to “do it all”---receive reservations , register guests, assign rooms ,distribute baggage , store guests valuables , provide information , deliver mails and messages exchange foreign currencies , check room occupancies , check guests out and so on.
In order to fulfill these tasks , the staff must have a neat and smart appearance , good manners , adaptability ,efficiency , the sense of duty and a knowledge of languages . The most important of all the qualities is a real liking for people and a worm desire to help them .
Besides , Front Office staff should welcome and settle the guests’ complaints . That will soothe an unhappy guest and reveal the hotel’s problems so that the operation can be bettered.
In short , all staff ought to remember that the hotel will enjoy greater financial success only with the greater satisfaction the guests receive the “ home away from home”.
The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests.It also provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from guests.Duties and TasksA front office attendant may perform the following tasks:
* receive reservations for accommodation from clients, either in person or by telephone, fax or email
* take guests' details and allocate their rooms
* talk to transport carriers (e.g. airlines, bus companies, rental car agencies) to make travel arrangements for guests and to find lost luggage
* inform guests about the hotel/motel's facilities, policies and procedures
* provide tourist information to guests
* make reservations for sightseeing tours, restaurants, the cinema and live entertainment
* deal with enquiries and requests from guests
* take messages for guests
* calculate guests' bills and issue receipts upon payment
* arrange accommodation for guests travelling to other destinations * perform cashier duties, cash travellers cheques and exchange foreign currency
* place guests' possessions in a safe if requested
* coordinate the cleaning of guests' personal laundry, shoe shining and room service deliveries
* follow in-house procedures to help ensure the security of guests and employees
* perform general secretarial duties, such as preparing correspondence and attending to a switchboard.Specialisations
In a small or medium-sized hotel, all of the above duties may be carried out by one person. However, in an international standard hotel, several attendants may be employed. Each attendant is allocated a set of specific duties to perform (e.g. one may attend to guest reception, another may be responsible for the switchboard, while another works as an information officer).With experience and sometimes further training, hotel and motel front office attendants can progress to supervisory or management positions.
The Front Office of a hotel is not only its “shop window” but also its “nerve center’.It is Within this department that the guest’s vacation or business, and indeed ,the hotel’s operation itself are made or ruined .
A brief introuduction of The Front Office department in hotels .The Front Office plays a particularly important role in a hotel .This department is including : Reservation desk ,Reception desk ,Business center ,Telephone switchboard ,Assistant manager ,Cashier’s,Doorman service ,Hotel check-in .
Reservation desk
*Provide porter serveices
*Agents services
*Car rental
*Pick-up service
*Doorman service
*Concierge services
Doorman service
*Help to open the taxi’s/car’s door
*Welcome the guests
*Lead the way
*Take the guest’s baggage
*Take the guests to the room
Business center
*Copy or fax
*copyreader
*Arranging business activies
*Airline reservation
*Package tour
*Courier service
Telephone switchboard
*Organize and coordinate work flow
*Information services
*Telephone message
*Call transfer
*Bell service
Assistant manager
*Follow up VIP guest reception
*Dealing with complaint
*To ask opinion
Cashier’s
*check-in
*check-out
*Message –service
*Information services
*Vistor’s register
*Dealing with booking
*Foreign currency exchange
Hotel check-in
*Greeting the guest
*Ask the guest whether he/she has reservation
*Ask the guest’s name
*Finding the reservation in the computer
*Seeing the passport
*Give rooms
*Taking the guest’s credit card
*Give the room card
*Introduce the position of dining hall, lift ,room and so on
*saying thanks
The main duty of The Front Office is to check-in/check-out ,make reservations ,co-ordinate tours with local tour companies for
patrons ,customer service ,pretty much anything the patrons need .It also provides assistance to guests during their stay ,completes their accommodation ,food and beverage ,accounts and receives payment from guests .
In summary,The Front Office is the hotel’s core sector ministry. And the front office staff seem to do it all .Each of them is the hotel’s image window. They are very excellent . They always have a warm desire to help people who need some help. Business knowledge and service skills reflect the management level of the hotel. With China’s rapid economic development Chinese hotel industry face the more competition .We must have some action on hotel industry .And we need to improve the service quality, the level of the management , the economic and the hotel market image.In order to the better development .We have to do it better ,study hard and good patient.

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