英语word文档.docVIP

Unit 3 Reservation 1.Background knowledge of F.O. - basic process Basic Process of Hotel Service: Reservation →Check in →Services →Check out→ Records Front Office： In the hotel industry, the front office welcomes guests to the accommodation section: meeting and greeting them, taking and organizing reservations, allocating check in and out of rooms, organizing porter service, issuing keys and other security arrangements, passing on messages to customers and settling the accounts. Services in Front Office can be divided into 5 stages: 1. Before guests arrive： Reservation、Airport Transfer Service 2. When guests are checking in: Guards、Bell Service (Luggage)、Reception、Information、Foreign Currency Exchange、Establish guests’ records 3. During guests stay： Guest Bills、Information、Change Room、Deputy（委托代办）、Complaints、Telephone、Message、Business Center 4. When guests checking out： Settle accounts（结账）、 Luggage（行李）、 Guards（门卫） 5. After guests leave： Airport transfer service(机场接送服务)、 guests hangover（宾客遗留物）、letters、postcards and establish guests archives （客史档案） Positions of front office Front office manager Assistant office manager Front office supervisor (Lobby) assistant manager Duty manager Reservation manager Night manager/ night auditor Supervisor of business center Front desk clerk Bellman Floor attendant Switchboard supervisor Bell caption GRO :guest relationship officer ,ef: general register officer Resident manager Clerk Cashier Operator Hotel greeter Airport representative Porter Hotel concierge Doorman Public area 2.Background knowledge of Reservations Room type Room: single / double / twin (standard) / triple /connecting/ Adjoining Suite: business /Junior / duplex / deluxe / presidential suite/studio With sea / lake / garden / city view No-smoking