浙江工商大学饭店管理学英文版ppt第三章PPT文档格式.ppt

浙江工商大学饭店管理学英文版ppt第三章PPT文档格式.ppt

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Controllingthecosts,overseeingpayrollandsupplies,controllingreservations,andcoordinatinginformationonroomavailability.FrontOfficeManagersMajorResponsibilitieslDirectandcoordinatestheactivitiesoftheregistrationdesk;

reservationsoffice;

key,mail,andinformationdesk;

servicedepartment,frontdeskandsecuritydepartment.lDevelopsandmaintainsoperatingproceduresforbothindividualandconventionreservations;

controlsopenandcloseddatesofroomsandreservations.lIsresponsibleforroomkeysandtheflowofhousemail,guestmailandmessages.lIsresponsibleforthecoordinationofalldepartments,especiallycashiers,credit,sales,housekeeping,engineering,telephone,andsecurity.lProcessofinformationonguestroomavailabilityefficiently.lWorkcloselywiththesalesdepartmenttoaidconventionsandgroupsinplanninghousingrequirements,roomassignmentsandroominglists;

preparingreportsandforecastsonanticipatedroomoccupancy,reservations,expectedarrivalsanddepartures,housecount,estimatedrevenues,andotherstatisticsandobtainthehighestpossibleroomsrevenuestoachievethedesireddepartmentalprofit.FrontOfficeDepartmentalOrganizationChartFrontOfficeManagerFrontOfficeManagerSeniorAssistantFrontSeniorAssistantFrontOfficeManagerOfficeManagerReservationsReservationsManagerManagerTelecommunicationsTelecommunications/PBXManager/PBXManagerRegistration/Registration/GuestServicesGuestServicesManagerManagerReservationSectorReservationManagerSupervisorsReservationistsPBXSector（PrivateBranchExchange）Telecommunications/PBXManagerSupervisorsOperatorsGuestServiceSectorGuestServiceManagerGuestServiceManagerSeniorFrontDeskSeniorFrontDeskAgentAgentDoormanDoormanConciergeConciergeFrontFrontDeskDeskAgentAgentMail&

Mail&

InformationInformationClerkClerkBellCaptainBellCaptainBellmanBellmanBaggageBaggagePorterPorterReservationDepartmentKeyDuty:

Toselleveryavailableroomatthemostprofitableratepossible.ReservationManager/Supervisorsresponsibility:

WorksunderthedirectionofFrontOfficeManagerandSeniorAssistantFrontOfficeManagertocompleteprocessingofreservationsandreservationscorrespondence,supervisethereservationsfilingsystem,maintaintheuptodateinformationconcerningroomavailabilityandappropriaterecordsforstatisticalcontrolofroomsandreservations,issuereportsonreservationschangestoallrelevantdepartments;

promptchangesandupdatestotheavailabilityboardasneeded,prepareanddistributesellandreportchartwhichidentifiestheagentswhohavebookedvariousroomblocksandthestatusofremainingroomblockinvariousavailableperiods.ReservationDepartmentReservationistskeyresponsibility:

Worksunderthedirectionofthereservationmanagertomaintainuptodate,accuratereservationrecordsincludingarecordofadvancereservations,adailyreservationtally,adailydeparturetally;

keepconventionhistoryrecords,suiteandVIPaccommodationslist;

supervisedailypreparationanddistributionofspecialattentionlistandtakechargeofthereservationofficeandallofitsfunctionsduringtheabsenceofthereservationmanager.FutureRoomAvailabilityOverbooking:

acceptmorereservationsthanthehotelcanfill.Aavailabilityboardshouldbeavailableinthehoteleithermanualorautomatedasaconvenientvisualguidecontrollingoverbooking.ReservationSourcelTelephone&

FaxlMail&

E-maillCentralReservationCenterlWebsiteOn-lineBookinglIn-houseReservationProcessinglAnswerthephonewithinthreeringswithgreetingsandstatingthehotel,thedepartmentnameandreservationistsname.lAskfortheguestsnameandaddresstheguestwithhis/hersurname.lAskiftheguestisattendingagrouporconventionprogram?

lAskiftheguestisamemberofhonorsrewardprogram?

lAskfortakeareservation.lIntroducetheguestaboutthehotelaccommodationinformationincludingsmokingandnonsmokingroomoffering,abriefintroductiondifferentroomtypes,introductionondifferentroomrateandpackagingprogram.lAskforapproximatearrivaltimeandthedeparturedate.lAskforthespecialrequests.lAskfortheguestscontactdetails.lRequestforthepaymenttypeandinformation.lExplainthecancellationpolicy.lRepeatthereservationdetails.lProvidetheconfirmationnumber.lSendtheconfirmationtotheguestviafax,e-mailore-mail.Completeinformationshouldinclude:

lTimestampslGuest