澳洲酒店管理前厅部培训（FrontOffice）1..docVIP

. . Terminology for Front Office 3 A Typical Front Office Organisation Chart 15 The Relationship of Front Office 16 Types of Hotels 18 Classification of lodging operations 22 Types of Hotel Ownership 22 Grading Systems 23 The Hotel Guest 23 The Attributes of Front Office Staff 29 Front Office Positions 30 The Night Shift 33 Night Auditor and Night Manager 33 The Hotel Front Desk 36 A Front Office Job Description 37 Grooming Standards 40 The Sales Aspect of Reception 44 Rate Types 46 Rate Types (Cont) 47 Amenities That May Influence Room Rate 47 The Telephone 49 Standards for Telephonists 52 Reservation procedures 59 Reservation process 59 Accepting or denying a request 59 Accepting a reservation 59 Important information when filling in a booking Form 61 Booking Reference number 61 Room rates 61 Special requests 62 Refusing a reservation 62 Charting Reservations 62 The density chart 63 Conventional Reservations Chart (CRC) 64 Handling Tours and Groups 66 Pre Registration 69 Hotel Security 72 Day of arrive routine 73 Receiving and welcoming 73 Pre-registration 76 Arrival and departure list 79 The Front Office Cashier 83 Cash received book 84 Credit and charge cards 85 Safe deposit receipt book 86 Concierge and Uniformed Staff 86 The Concierge ‘s Department of a Large Hotel 86 Porter Job Description 86 Commissionaires Job Description 86 Rooming Guests 86 The Luggage Room 86 Storage of Perishables for Gyests 86 Accepting Parcels for guests 86 What all Front Office Staff Should Know 86 Example of a Porters Duties 86 Car Valet 86 Appendix 1 Hotel Rating Example 86 3333333333333 ABC Advance Booking Charter A.F.T.A Australian Federation of Travel Agents Code of ethics of the Travel Industry. Established in 1957 to represent the interests of Retail Travel Agents A.H.A Australian Hotels Association A la Carte Menu One which has a number of categories and a number of choices in each category. The guest pays only