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[4.论文正文
论酒店前厅的服务和管理
摘 要
前厅是饭店的大脑和中枢神经,是宾客入住饭店从始从终的站点,在这整个过程中,前台给客人留下的印象起到至关重要的作用。前厅部是现代酒店管理中的一个重要部门, 是整个酒店服务工作的核心, 对酒店的的市场形象、行业竞争力和经济效益都产生着重要的影响。前厅部是客人首先直接与酒店接触的场所.涉及酒店提供对客服务的各项内容.是酒店对客服务开始和最终完成的场所。酒店服务质量直接关系到酒店的生存与发展。前厅部的服务质量以及管理决策水平会直接影响到酒店的市场形象及行业竞争力.从而影响到酒店的经济效益。因此.前厅部是现代酒店管理中各部门运营中的关键所在.作用十分重要。本文以我国饭店前台为中心,探讨在我国饭店管理方面如何通过前台服务效率的提高,来提高整个饭店的服务效率和质量。
关键词
酒店、前厅、服务、管理
ABSTRACT
Room rental is a hotel’s main business and its major source of profit. The day-to-day operations of the typical rooms department yield departmental income (the revenue remaining after the direct operating cost of the department are taken out) of 70percent or more, compared with 15 to 20percent for the food and beverage department . Thus the people on the room side of the house are crucial to the operation;s financial success.
More than other group, the desk clerks represent the hotel to its guests. They greet the guests on their arrival and make them welcome(or not, depending on their manners ). If some thing goes wrong, most guests will complain first to the front desk. And when the guests leave, the desk clerk checks them out. If anything has gone wrong, this will be a good time to catch it .(I hope you enjoyed your stay ,sir –and then listen to the answer .) Although the duties of the desk overlap, they will differ with the work shift.
Most properties now have computerized reservation systems that keep track of the balance between rooms available and reservation requests. The morning clerk and his or her supervisor, the guest services manager (or front office manager), monitor this process and block any special reservation requests. In a property, which does not have a computerized reservation system ,they will block the day’s reservation.
KEY WORDS
Room rental;service; computer program
目 录
绪论…………………………………………………………………………………………3
一.前厅部概述……………………………………………………………………………3
(一)前厅在饭店中的地位和功能………………………………………………………3
1.前厅部是饭店的营业橱窗…………………………………………………………3
2.前厅部是给客人留下第一印象和最后印象的地方………
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