澳洲酒店管理前厅部培训( Front Office)1.doc

Perth Institute of Hospitality Tourism Australian Institute of Tourism Hospitality ? AITH/PSHT/PB Sept 2002 BFO1 Page PAGE 35 . Front Office Operations . TOC \o 1-2 \h \z \u HYPERLINK \l _ToTerminology for Front Office PAGEREF _To\h 3 HYPERLINK \l _ToA Typical Front Office Organisation Chart PAGEREF _To\h 15 HYPERLINK \l _ToThe Relationship of Front Office PAGEREF _To\h 16 HYPERLINK \l _ToTypes of Hotels PAGEREF _To\h 18 HYPERLINK \l _ToClassification of lodging operations PAGEREF _To\h 22 HYPERLINK \l _ToTypes of Hotel Ownership PAGEREF _To\h 22 HYPERLINK \l _ToGrading Systems PAGEREF _To\h 23 HYPERLINK \l _ToThe Hotel Guest PAGEREF _To\h 23 HYPERLINK \l _ToThe Attributes of Front Office Staff PAGEREF _To\h 29 HYPERLINK \l _ToFront Office Positions PAGEREF _To\h 30 HYPERLINK \l _ToThe Night Shift PAGEREF _To\h 33 HYPERLINK \l _ToNight Auditor and Night Manager PAGEREF _To\h 33 HYPERLINK \l _ToThe Hotel Front Desk PAGEREF _To\h 36 HYPERLINK \l _ToA Front Office Job Description PAGEREF _To\h 37 HYPERLINK \l _ToGrooming Standards PAGEREF _To\h 40 HYPERLINK \l _ToThe Sales Aspect of Reception PAGEREF _To\h 44 HYPERLINK \l _ToRate Types PAGEREF _To\h 46 HYPERLINK \l _ToRate Types (Cont) PAGEREF _To\h 47 HYPERLINK \l _ToAmenities That May Influence Room Rate PAGEREF _To\h 47 HYPERLINK \l _ToThe Telephone PAGEREF _To\h 49 HYPERLINK \l _ToStandards for Telephonists PAGEREF _To\h 52 HYPERLINK \l _ToReservation procedures PAGERE