酒店管理英语考试范围及内容整理.doc

1. How many types of hotel are? Travel: Airlines hotel, Cruise hotel, Rail hotel, Car rentals hotel　 odging: hotels, motels, timeshares, B B’s Updated version： ervice target: business hotel, resort hotel, long-stay hotel, motel. Scale: large-scale hotel, mid-sized hotel, small hotel. Location: central city hotel, scenic spot hotel, motel, airport hotel, suburbs hotel. Hotel’s operation: group business hotel, sole business hotel, joint business hotel. Ownership: state-owned hotel, joint venture hotel, the wholly-owned hotel, individual hotel. 2. The main structure of hotel. Small, limited-service hotel(75 Rooms): manager, bookkeeper, custodial department, housekeeping department Large, full-service hotel(350 rooms): finance department, food and beverage department, human resource department, sales and marketing department, front desk department, executive department, engineering department ①office ②finance department ③human resource department ④sales department ⑤public relation department ⑥front desk department ⑦housekeeping department ⑧food and beverage ⑨recreation and entertainment department ⑩purchase department ⑾engineering department ⑿ security department ⒀administrative department 3. Procedure of Check-in/Check-out Check-in：Greet politely ask for identification confirm the information scan the vouchers reserve the check-in charge some advance deposit make the room card submit vouchers and room card guiding the way put file in order Check-out: Check the room key check the facilities check the consumer items. 4. Function of receptionists 1). Check in check out 　2). Maintaining Reservations 　3). Communication with customers 　4). Recorded Guest Information 　5). Doing Paperwork 　6). Handle Guest Complaints 7).As the first impression of hotel, reflects a hotel’s management standard. 5. What’s etiquette of receptionist dealing with complaints? 1) Being able to put yourselves into guests shoes 2) Have sense of urgency 3) Be patient to list