酒店英语管理答案整理ppt版.ppt

酒店英语管理答案整理ppt版.ppt

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Julia1.Howmanytypesofhotelare?

travel:

Airlineshotel,Cruisehotel,Railhotel,Carrentalshotellodging:

hotels,motels,timeshares,B&Bsupdatedversion：

servicetarget:

businesshotel,resorthotel,long-stayhotel,motel.scale:

large-scalehotel,mid-sizedhotel,smallhotel.location:

centralcityhotel,scenicspothotel,motel,airporthotel,suburbshotel.hotelsoperation:

groupbusinesshotel,solebusinesshotel,jointbusinesshotel.ownership:

state-ownedhotel,jointventurehotel,thewholly-ownedhotel,individualhotel.2.Themainstructureofhotel.Small,limited-servicehotel（75Rooms）:

manager,bookkeeper,custodialdepartment,housekeepingdepartment,Large,full-servicehotel（350rooms）:

financedepartment,foodandbeveragedepartment,humanresourcedepartment,salesandmarketingdepartment,frontdeskdepartment,executivedepartment,engineeringdepartment1office2financedepartment3humanresourcedepartment4salesdepartment5publicrelationdepartment6frontdeskdepartment7housekeepingdepartment8foodandbeverage9recreationandentertainmentdepartment10purchasedepartment11engineeringdepartment12securitydepartment13administrativedepartment3.ProcedureofCheck-in/Check-outCheck-in：

Greetpolitelyaskforidentificationconfirmtheinformationchargesomeadvancedepositreservethecheck-inscanthevouchersmaketheroomcardsubmitvouchersandroomcardputfileinorder.guidingthewayCheck-out：

ChecktheroomkeyCheckthefacilitiesChecktheconsumeritems4.Functionofreceptionists1.Checkin&checkout2.MaintainingReservations3.Communicationwithcustomers4.RecordedGuestInformation5.DoingPaperwork6.HandleGuestComplaints7.Asthefirstimpressionofhotel,reflectsahotelsmanagementstandard.1.Beingabletoputyourselvesintoguestsshoes2.Havesenseofurgency3.Bepatienttolistenanddonothurryorinterruptthespeaker,thenapologize.4.Beflexibleandskillfultoanalyzethereason.,findasolution,deliverthesolutiontotheguestsanddealwiththecomplaint.5.Besinceretopromisethatthesamethingwillnothappenagain6.reflect5.Whatsetiquetteofreceptionistdealingwithcomplaints?

6.Whatroomstatusrefertoandwhyreceptionistshavetoknowit?

Roomstatusrefersto:

thestateorconditionofroomataparticulartime.Aroomstatuswillcombineboththeoccupancyandcleanlinessinformationrelatingtoahotelroom.Why?

Itisverymuchcrucialtogiveaccurateroomstatusinformationtothefrontdesksothattheycanselltheroomorstopsellingorguidingguests.7.Whydoreceptionisthavetomakesurethetypeandstatusoftheguests?

Theywillhelpguestsmakereservationsandrecommendingactivitiestheycandowhiletheyareintown.Theywilloftenhavetocommunicatewithaguestbeforetheyarriveinregardstoroomtypeandamenitiesandsometime.Theywillhavetocommunicatewithaguestaftertheyhaveleftaboutproblemswiththeirstayorbillingissues.8.ThefunctionofF&BinahotelThefoodandbeveragedepartmentissuchaplacethatnotonlymeetstheguestsbasicneedindailyandthehigherlevelinspirit,butalsoadispensablepartforagoodhotel.Inmosthotelstheroomsdepartmentandthefoodandbeveragedepartmentgeneratethegreatestamountofrevenue.Thequalityofahotelsfoodandbeveragepowerfullyaffectsaguestsopinionofaparticularpropertyandinfluenceshisorherswillingnesstoreturn.Ahotelsfoodandbeverageoutletmustattractmembersofthelocalcommunity,convincehotelgueststodineonthepremisesandreturnafairprofit.9.Theresponsibilitiesofdirector/ManagerofF&B.Director（餐饮部总监）:

InchargeofthewholedailyoperationsofF&B.Ensurethattheserviceandfoodproductsareinlinewiththeservicestandardandstrivetomeetthedemandofguests.Setupthedepartmentgoal,includingguestsatisfactionrate,financialreports,stafftrainingandencourageemployeestoworkbetter,etc.Manager（餐饮部经理）:

CoordinatetheworkofallthedepartmentsofF&B.AssistF&Bdirectorinmakingthebudgetofbarandrestaurant.Ensurethatallemployeesinthedepartmentprovidehighqualityservices.ToprovidegoodcommunicationbridgefortheF&Bdirectorandtherestaurantmanager.10.GeneralorderofChinesefoodandWesternfoodinF&B.Chinesefoodorder:

coolfirstheat,fryfirstafterburn,saltyfreshlightonfirst,sweettaste,strongflavorafterthick,thelastisthefood.1.Coldfood2.hotfood3.entree4.soup5.dessert6.fruitWesternfoodorder:

1.Starter2.soup3.maincourse4.desert5.coffeeandtea11.ThesignificanceofF&BinahotelTheimportanceandthefunctions:

Inordertoattractandserveguestsandmakeareasonableprofit,hotelsareorganizedintofunctionalareasordivisionsbasedontheservicesthehotelprovides.Therein,thefoodandbeveragedivisionissuchaplacethatnotonlymeettheguestsbasicneedindailyandthehigherlevelinspirit,butalsoadispensablepartforagoodhotels.Inmosthotelstheroomsdivisionandthefoodandbeveragedivisiongenerate（vi.&vt.产生，发生）thegreatestamountofrevenue.Thequalityofahotelsfoodandbeveragepowerfullyaffectsaguestsopinionofaparticularpropertyandinfluenceshisorherswillingnesstoreturn.Ahotelsfoodandbeverageoutlet（s）mustattractmembersofthelocalcom-munity,convincehotelgueststodineonthepremises,andreturnafairprofit.12.HowtoimprovequalityofF&B?

HowtoimprovethequalityofF&BdivisionToimprovethequalityofcookeryTomakeabalancebetweenthefoodanditspriceToimprovethequalityofservice13.WhyisMenuofF&Bconsideredatbothartworkandpropag