Chapter5 Front office management.ppt

Front office management Chapter 5 前厅管理 /v_show/id_XNDAyODYyODYw.html Rooms Division Organizational Chart 1 the function and roles of FO 1.1 definition 前厅部（Front Office）:是招徕并接待客人，推销客房及餐饮等酒店服务，同时为客人提供各种综合服务的部门。 Hub, nerve center or brain? To the guest, the manager is largely represented by the front office, and the unseen head will be judged favorably or otherwise by the guest treatment there 1.2Basic Functions of theFront Office Review previous night’s occupancy/ADR Review arrivals/departures/VIP rooms Staffing adjustments/scheduling Look over market mix Meet with lead GSAs Sell rooms Maintain balanced guest accounts Offer services such as faxes, mail, messages, etc. The Guest Cycle 1.3 the roles of front office reservation客房预订 registration入住登记 concierge礼宾服务 rooming房态控制 Night audit and cashier 账务管理 information信息管理 others (mail, message and guest service 1.4 overview of front office personnel Reservations Cashier Night auditor Room clerks Front office assistant manager Bell staff( door greeter, concierge and other guest service attendant) 夜审员的岗位职责 核对各收款机清机报告。 审核当天各班次收银员送审的账单、原始单，核查数据是否准确，并核对该班次营业报表。 核对餐厅、客房的帐目及其它挂账数与报表金额是否一致，是否按有关规定或协议执行。 核查各班组送审的转账单据所列单位有无串户。 审查总台开房组输入电脑的房价是否正确。 Roles of night auditor 6.复核各类统计表的数字，核实是否与收款员输入电脑数一致，并负责跟踪。 7. 将当日酒店各营业点的营业收入过账。 8. 根据各营业点的营业情况，制作当日全酒店营业日报表，并于此日早上点以前呈送财务经理和总经理。 对每天稽查出的问题和未按规定办理的内容和数据，做出详细的稽核报告，及时向上级领导汇报。 10.负责保管各班组的营业日报表及其附件单据。 11. 负责保管各种票据及收发领用工作 12. 负责夜间前台收银工作。 Night Audit Process in Simple Terms Add yesterday’s closing balance of accounts owed by guests Less payments received today against accounts Plus all charges made today to guests’ account Equals day’s closing balance of accounts owed by guest The procedure of night audit 检查前台收款 对餐厅收款的检查 商场收款检查 Reservations Internet First area of guest contact A sales position Telephone skills Central Reservations System (CRS) Reservation Definitions Confirmed reservation Guaranteed reservation Advance deposit/advance payment No show 6 PM release Communications or