饭店服务实用培训课件.pptxVIP

Part I The Front Office ;The focus of guest requests for information and service The profit center of room sales 2. The major functions performed by the Front Office: To sell guest rooms,( including the acceptance of reservations, the handling of walk-in guests, the completion of the registration procedure, and the assignment of rooms.); ;To provide services such as handling mails, telegrams and messages for guests; provide information of the community, the city and any special attractions or events; To coordinate guest services; To chart room status reports;;To maintain guest accounts, determine credit, render bills, receive payments, and provide the proper financial and credit accommodations; To settle guest accounts; To construct guest history file for future references.;3.The sectors include in this department: Reservation Front Desk Service Staff (doormen, luggage clerks and the concierge ) ;II. Reservations 2.1 Functions to be carried out in this sector Guests’ first contact with the hotel; To achieve profitability efficiency and guest satisfaction; To receive and process reservations;;To forecast occupancy levels and room revenue To maintain room availability. 2.2 Different means of reservations: By telephone; By fax; By letter; By telex and telegram; By the guest in person;2.3 Types of reservations: Non-guaranteed reservations → Rooms are held by the hotel until a certain cut-off hour which is set by hotel policy; → Rooms are returned to the room inventory after the cut-off hour has passed and can be sold to a walk-in guest.;Guaranteed reservations → A room will be held until the check-out time on the day following the date of arrival. → The hotel will receive payment if the guest doesn’t arrive and does not properly cancel the reservation. ; → Credit card guaranteed reservation—the guest provides the hotel with a credit card number to hold the room; → Prepayment guaranteed reservation ---- Guests make full payment for the stay prior to arrival; →