roomreservations宾馆房间预订.pptVIP

The Manager’s Remarks The aim of a hotel is to create a home away from home for all the traveling guests who need rest, food and drink. The Front Office of a hotel is not only its “show 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 warm 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 from the “home away from home”. Room Reservations Reservation Types 1. Receiving an FIT Reservation 接待散客预定 2. Receiving a Corporate Reservation 接待公司预定 3. Receiving a Guaranteed Reservation 接待有保证预定 4. Revising a Reservation 变更预定 Main points of Reservations 预定登记要素: 1) Guest Information 2) Guest’s Requirements 3) Hotel Policies Guest Information 1）客人姓名（Guest Name）或团队名称（Name of Group）、编号（ Code ）； 2）代订人姓名（ Contact Name）、联系电话（ Telephone Number）、单位（Company Name）及地址（Address）； 3）人数（Number of Guests）； 4）国籍（Nationality）； 5）抵/离店日期（Date of Arrival/Departure）；时间（Time of Arrival/Departure）及入住天数（Length of Staying）。 6）折扣优惠（discount）及付款方式（payment） 7）订房入住当天的保留时间（Cut-off Time） Guest’s Requirements 1）所需客房的种类（Room Types）及数量（Number of Rooms）； 2）所需客房的