第五章、饭店前厅管理.pptVIP

金钥匙标志 国际金钥匙标志 中国金钥匙标志 金钥匙本质 1、金钥匙，代表两种委托职能：饭店综合服务；该城市综合服务。 2、金钥匙既是一种专业化个性化的饭店综合服务，又是一个国际化的民间专业组织。 3、金钥匙本质：委托代办，为宾客提供专业化个性化服务的委托代办个人或组织的总称。 金钥匙服务 金钥匙服务项目 数字资料：中国金钥匙 目前，中国饭店业有近500位金钥匙。 4、前厅客帐管理 1）客帐记录 2）宾客结帐 5、前厅信息管理 1）信息传递沟通的手段 A、各类表单与报告。 B、各类通知、通告与备忘录。 C、交班日记与记事簿。 D、各类会议。 E、计算机信息系统。 2）前厅信息资料的管理方法 （1）信息资料管理中的主要失误 （2）信息资料管理的方法 （1）信息资料管理中的主要失误 （2）信息资料管理的方法 A、建章立制。 制定信息管理相关制度，严格按照制度执行。 B、分类管理。 临时类、待处理类、永久存放类。 C、制作索引。 D、专人负责资料汇总、整理存放工作。 资料：大堂副理 大堂副理是酒店总经理的代表。 对外：负责处理日常宾客的投诉和意见，平衡协调各部门与客人的关系。 对内：负责维护酒店正常的秩序和安全，对各部门的工作起监督和配合作用。 job descriptions for concierge staff and working procedures 1) meeting guests at the airport 2)Escort a guest to his room inside the hotel 3)handle s group’s luggage at arrival 1) Meeting guests at the airport Go to the Front Desk at AM7:00 to see if need to pick up any guests at the airport.confirm the name,number of people,flight number and other particulars. Contact the airport to double-check the flight number and arrival time. Contact hotel transportation to arrange to leave the hotel at a specific time depending on the distance between the hotel and airport. Take the pick-up board and hold it high at the airport entrance,when guests arrive,greet them politely with a friendly smile. Help guests carry luggage to the hotel limousine waiting outside in the airport parking lot. On the way back to the hotel,talk about the city and some beautiful tourism attractions. Back at the hotel,pass the guest’ luggage to the bellboy who confirms the number of pieces of luggage and escorts guests to assigned rooms. Before guests leave,write the charge for airport pick up,ask for signatures and give the amount to Front Desk to post it in the computer. No charge for guest pick-up must be approved first by the relevant departmental heads. 2）Escort a guest to his room inside the hotel Step to the car and open the door for the guest,greet the guest,take down the guest’s suitcases and confirm with the guest how many