unit9managementoffrontoffice市公开课一等奖省赛课微课金奖PPT课件.pptx

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Management of front office,Pre-reading questions:,1.How important is the position of the front office in a hotel?,2.What are the services offered in the front office?,3.How do people usually make reservations with a hotel?,4.How should the front office be connected with other departments?,1/89,Part 1.Structure of the front office,Get to know the sub-departments in Front Office,Describe the key responsibilities of each sub-department,Summarize the services provided by the department,2/89,1.The reservation department,3/89,4/89,2.Reception,5/89,6/89,3.Information desk,7/89,8/89,9/89,4.cashier,5.switchboard,10/89,11/89,6.bell service,12/89,13/89,7.business center,14/89,Senior assistant front office manager,Front office manager,Senior front,Desk agent,Bell captain,operators,Reservations,manager,PBX,manager,Guest services,manager,reservations,concierge,15/89,Concierge,The Concierge chain service is responsible for everything from meeting the guests at the station to assisting them with every detail of their stay,for example to accept booking;to arrange car to meet them at the airport,train station or dock;to introduce special restaurants and reserve sits according to their requests;to contact with travel agency on arranging guide;to mark down every shopping areas on map when they need to buy some keepsakes,and so on.Finally,when they are leaving,the Concierge chain service will buy tickets of vehicle for them,and help to consign luggage.,16/89,Senior front,desk agent,Bell captain,concierge,Front desk,agent,Mail&information,clerk,Bell man,Baggage porter,Doorman,17/89,Other front office staff,Courtesy van driver,Van arrives within 15minutes after call for pickup.,Driver offers luggage assistance at airport.,Driver offers luggage assistance at hotel.,Driver provides directions to the registration desk.,18/89,19/89,Doorman,20/89,21/89,22/89,The,Sir Francis Drake,in San Francisco is well-known for its uniformed Beefeater,doormen,one of which is the citys most famed hotel staffer,Tom Sweeney,who has been posted on Powell Street for over 25 years.According to local legend,Mr.Sweeney holds the honor of being the most photographed person in San Francisco.,23/89,Doorman,Doorman opens car doors for arriving and departing guests.,Doorman offers to unload and load guest luggage.,If luggage is tagged at the door,doorman tells guest to present the claim ticket at check-in.,Doorman offers directions to registration.,Doorman greets each guest with a smile and eye contact.,24/89,Part 2.The status of front office in the hotel,1.Front office takes the role of controlling and directing throughout the hotel business and operation.,2.Front office is the channel for communication with outside.,3.Front office is vital for good guest relationship,25/89,Part 3.details in the daily work of the front office,A.reservation,Methods for reservation:,1.telephone,2.fax,3.internet,4.mail,5.oral,6.contract,26/89,Kinds of reservation:,1.temporary reservation,2.confirmative reservation,3.guaranteed reservation,4.VIP reservation,27/89,28/89,29/89,30/89,31/89,points used in evaluating the effectiveness of a telephone reservationist.,32/89,Phone is answered within three rings,or call is planed in queue with recording to please hold.,Department name and reservationists name are stated.,A choice of smoking or non-smoking room is offered.,Ask if you are attending a group or convention and quotes applicable rate.,Ask if you are a member of honors reward program.,33/89,Pricing for each room type is offered,Features and description of selected room are offered.,Ask for the guests contact details,Ask the approximate arrival time and departure time.,Ask if have any special requests(e.g.feather pillows,top floor room)are acknowledged.,Type of payment is requested,If payment is to be made by credit card,credit card information is requested.,34/89,Cancellation policy is explained,Repeat the reservation details,When reservation can not be accommodated,alternative hotel suggestions are offered,Send the confirmation to the guest via fax,e-mail,or other ways.,35/89,Suppose you are the reservationist of the hotel.Please consider the following questions.,1.look at the reservation form below,what information should you get from a guest when handling a reservation?,36/89,2.Should you announce the name of your hotel when you answer the telephone?,3.Is it necessary to announce your full name when you answer a reservation call?,37/89,4.What is the reservation confirmation?,5.What should you respond if the guest asks for the discount?,6.What is the reservation deposit?,7.What should you do if your hotel is fully booked?,38/89,Reservation form,name,Arrival date,Departure date,address,telephone,Room type,single,double,standard,suite,deluxe,Rate per night,clerk,date,39/89,Single or twin,One or two separate single beds,sold for single occupancy.,Bed measures approximately 36 inches by 75inches.,40/89,41/89,42/89,Double or double double,One or two double beds;sold for single or double occupancy.,Bed measures approximately 54 inches by 75 inches.,43/89,44/89,45/89,46/89,Queen,One queen-sized bed;sold for single or quad occupancy.,Bed measures approximately 60 inches by 80 inches.,47/89,48/89,King,One king-sized bed,sold for single or double occupancy.,Bed measures approximately 78 inches by 80 inches.,49/89,50/89,Suite,A parlor or living room connected to one or more bedrooms with double or king beds.,51/89,52/89,53/89,deluxe,54/89,55/89,56/89,57/89,58/89,Room rate structure,59/89,Plan,American plan,modified American plan,European plan,Includes room and three meals,Includes room and two meals,Includes room only,Rates,Rack rate,Commercial rates,Complimentary group rate,Family rate,Day rate,Package rate,Full-price room rate,Reduced rates offered to frequent guests,Free or discounted as part of a special promotion rate offered to a number of affiliated guests,i.e.,members of a group,Rate offered to parents and children staying in the same room,Rate offered for less than an overnight stay and out by 5 pm.,Rate offered as part of an event,such as a local festival or a spotting event,60/89,Useful sentence patterns,1.dealing with enquiries from guests,Would you like a room facing the park/lake/pool?,Single or double?,How long do you intend/plan to stay in this hotel?,May I know your name,please?,61/89,Would you mind telling me your name?,Would you mind telling me which date would that be?,How many people will there be in your party?,62/89,2.When it takes some time,Just a moment,please.Ill check the room availability.,One moment/minute.,Thank you for a waiting,sir.,Could you wait a minute,please?,Hold the line,please.,63/89,3.unable to accept a booking,Im sorry,Sir.We are fully booked.,Im sorry,Miss.We are booked solid on that date.,Im sorry,Sir.We do not have any room available for that work.,Im sorry,Miss.We are full for those dates,but I could suggest another hotel in the neighborhood.,64/89,4.offering prices,For a single room,the price would be,The daily rate is,A single/double room costs,The total cost would be,For$50,youll get/have a telephone,a color TV,etc.,For$50,well provide you with a telephone,a color TV,etc.,Well have to charge you$10 extra.,65/89,5.information on payment,How will you be paying the bill？,We accept American Express.,Youll have to send us,Who will be paying the bill?,Is that company willing to cover all the expenses?,66/89,exercises,As a reservationist,can you say the following in a more courteous way?,Whats your name?,What do you need,a single or a double?,We dont have any room left.,We only have a suite available,but its more expensive.,No,its impossible.We dont offer discounts at all.,67/89,Role-playing,R:reservationist G:guest,G:You are a potential customer.You want to book a single room with bath for one night.You ask information about the hotel and room rate.,R:You pick up the receiver on the third ring,with an appropriate greeting,followed by the name of your hotel and your full name,ended by offering your assistance in terms of accepting the reservations,answering the callers questions.,68/89,B.Modification and Cancellation of Reservation,1)failure of reservation,I.Hotel finds it impossible to provide rooms for confirmative or guaranteed reservation.,II.When guests arrive at the hotel later and reserved room has been sold,hotel shall make efforts to help guests find other hotels in the vicinity and arrange vehicles fro guests.,III.Hotel cannot find reservation record that guests claim they have done.,69/89,2)controlling rooms,I.Guest rooms,the products of hotel,are always in varying condition of demand and supply.,II.Receptionists must keep abreast of the presold,sold and unsold rooms.,III.Need two systems.One is current situation of guestrooms and the other is reservation.,70/89,3)management of check-in and check-out,From guests check-in to their check-out,a lot of jobs are involved.Three procedures are concerned with the front office:,I.preparation for check-in,II.When guests arrive,fill in forms,allocate room,make sure the way of payment,and give the keys to guests.,III.When guests leave,send bills to guests for check.,71/89,exercises,1.Put the check-in procedure in the correct order.,()Ask the name of the guest.,()Ask the guest whether he or she has the confirmation,()Give the guest the key card.,()Greet the guest.,()Help the guest fill in the registration card or form.,()Call the bellman to take the guest to his/her room.,72/89,2.Take a moment to familiarize yourself with the following registration form.,73/89,Room No.Surname First name Sex,Nationality Date of Birth,Passport No.Visa No.and date of,validity,Permanent address,Occupation Object of stay Date of arrival,Where from Where to Date of,departure,Received by Guest Signature,74/89,3.You are a receptionist.You are on desk duty.A guest arrives.How would you begin a conversation with this stranger?,75/89,Useful sentence patterns,1.Asking the client about a reservation,-What name was it,please?,-How do you spell your name,please?,-Can you spell that for me,please?,-Im sorry,sir,but I havent any record of that.,-Im sorry,madam,we have no record of a reservation in your name.,-Im sorry,sir.There is no record of that.,-Do you have a letter or fax confirming the reservation?,-Who made the reservation,please?,-Do you still remember the name of the reservation clerk?,-When was it made?,76/89,2.Registering the client,-Could you fill in this form,please?,-Could you complete the form,please?,-Would you please fill in this registration form?,-Would you like to check in,please?,-Youll have to check in individually,please.,-Sign your name,please.,-Ill need your signature.,-May I see your passport?,-Could I see your credit card,please?,77/89,3.When the room is not ready,-Im afraid your room is not ready yet.Would you please take a seat?We are very sorry for the inconvenience.,-Im sorry the room is not ready,would you please wait a moment.,-Our check-in time is 2 oclock.Would you mind waiting until then?,78/89,4.Giving the guest his key and room number,-Here is your key.,-Please remember to return your key before you leave the hotel.,-You could keep your room key until you check out.,-The bellboy will show you up to your room.,-The bellboy will take your baggage and show you the way.,-If you are ready,the bellboy will lead you to your room.,79/89,5.Friendly parting remarks,-Hope youll enjoy your stay with us.,-Hope youll have a nice/pleasure/enjoyable/glorious stay with us.,-I hope youll have a good time here.,80/89,Role-playing,R:receptionist G:guest,1.,G:You arrive the hotel after an exhausting tour and want to check in quickly.But you get confused about the registration form.So you ask the receptionist to help you.,R:You help the guest complete the form quickly,and accomplish the task,81/89,2.,G:You are a guest who has reserved a single room.But you arrive four hours ahead of the schedule.,R:You look up the guests reservation record and find the guests booking.But it shows that there is no vacancy in the hotel at that time.Think out a suitable solution to this situation.,82/89,4)reception service management,I.welcome and farewell service,II.Luggage service,III.Inquiry and mail service,IV.Complaint center,Rules to follow:,listen attentively,come up with a solution,respond promptly and smartly,83/89,The following are some types of hotel rooms.Match them with the definitions underneath.,triple room/double room/twin room/,suite/junior suite/family room/,connecting room/lounge or parlor/,duplex/hospitality room/single room,84/89,1.A room occupied by one person.,2.A room with two single beds for two people.,3.A room with one large bed for two people.,4.A room with three single beds,or a double bed and a single be,suitable for occupation by three people.,5.A set of two or more rooms including a bedroom and a sitting room.,6.A large room with a partition to separate the bedroom area from the sitting room area.,7.A room with four or more beds,particularly suitable for a family with children.,8.A room not used as a bedroom,where guests may read,watch television,etc.,9.Two or more rooms with a door to allow access from one room to another.,10.A room used for entertaining.,11.A two-story suite connected by a stairway.,85/89,待客服务十条黄金准则THE TEN GOLDEN RULES OF CUSTOMER SERVICE,1.整齐仪容仪表/LOOK NEAT AND WELL GROOMED,2.给宾客直接关注/GIVE THE GUEST IMMEDIATE ATTENTION,3.良好精神面貌/SHOW PRIDE,4.给客人真挚和微笑问候/GREET THE GUEST WARMLY AND WITH A SMILE,5.给客人真挚和微笑问候/GREET THE GUEST WARMLY AND WITH A SMILE,86/89,6.,保持眼神接触/MAINTAIN EYE CONTACT,7.,使用宾客姓氏/USE THE GUESTS NAME,8.保护宾客隐私/PROTECT THE GUESTS PRIVACY,9.总是提供额外帮助/ALWAYS OFFER ADDITIONAL ASSISTANCE,10.总是设法满足宾客要求/ALWAYS TRY TO SATISFY THE GUEST REQUESTS,87/89,1.oral advertisement,2.currency exchange,3.deposit money,4.walk-in guests,5.occupied rooms 6.switchboard,7.inventory,8.information desk,a)guests without reservation,b)hotel rooms having been sold,c)payment made when you reserve,d)change one currency into another currency,e)a central system used to connect telephone calls in an office building or hotel,f)where you could make inquiry,g)people will recommend your products to others,h)a list of all the things in place,88/89,89/89,