浙江工商大学饭店管理学英文版ppt第三章PPT文档格式.ppt

1、Controlling the costs,overseeing payroll and supplies,controlling reservations,and coordinating information on room availability.Front Office Managers Major Responsibilities lDirect and coordinates the activities of the registration desk;reservations office;key,mail,and information desk;service depa

2、rtment,front desk and security department.lDevelops and maintains operating procedures for both individual and convention reservations;controls open and closed dates of rooms and reservations.lIs responsible for room keys and the flow of house mail,guest mail and messages.lIs responsible for the coo

3、rdination of all departments,especially cashiers,credit,sales,housekeeping,engineering,telephone,and security.lProcess of information on guest room availability efficiently.lWork closely with the sales department to aid conventions and groups in planning housing requirements,room assignments and roo

4、ming lists;preparing reports and forecasts on anticipated room occupancy,reservations,expected arrivals and departures,house count,estimated revenues,and other statistics and obtain the highest possible rooms revenues to achieve the desired departmental profit.Front Office Departmental Organization

5、Chart Front Office ManagerFront Office ManagerSenior Assistant Front Senior Assistant Front Office ManagerOffice ManagerReservations Reservations ManagerManagerTelecommunications Telecommunications/PBX Manager/PBX ManagerRegistration/Registration/Guest Services Guest Services ManagerManagerReservati

6、on SectorReservation ManagerSupervisorsReservationists PBX Sector（Private Branch Exchange）Telecommunications/PBX ManagerSupervisorsOperatorsGuest Service SectorGuest Service ManagerGuest Service ManagerSenior Front Desk Senior Front Desk Agent Agent DoormanDoormanConcierge Concierge Front Front Desk

7、 Desk AgentAgentMail&Mail&Information Information ClerkClerkBell Captain Bell Captain BellmanBellmanBaggage Baggage PorterPorterReservation Department Key Duty:To sell every available room at the most profitable rate possible.Reservation Manager/Supervisors responsibility:Works under the direction o

8、f Front Office Manager and Senior Assistant Front Office Manager to complete processing of reservations and reservations correspondence,supervise the reservations filing system,maintain the up to date information concerning room availability and appropriate records for statistical control of rooms a

9、nd reservations,issue reports on reservations changes to all relevant departments;prompt changes and updates to the availability board as needed,prepare and distribute sell and report chart which identifies the agents who have booked various room blocks and the status of remaining room block in vari

10、ous available periods.Reservation Department Reservationists key responsibility:Works under the direction of the reservation manager to maintain up to date,accurate reservation records including a record of advance reservations,a daily reservation tally,a daily departure tally;keep convention histor

11、y records,suite and VIP accommodations list;supervise daily preparation and distribution of special attention list and take charge of the reservation office and all of its functions during the absence of the reservation manager.Future Room Availability Overbooking:accept more reservations than the h

12、otel can fill.A availability board should be available in the hotel either manual or automated as a convenient visual guide controlling overbooking.Reservation Source lTelephone&FaxlMail&E-maillCentral Reservation CenterlWebsite On-line BookinglIn-houseReservation ProcessinglAnswer the phone within

13、three rings with greetings and stating the hotel,the department name and reservationists name.lAsk for the guests name and address the guest with his/her surname.lAsk if the guest is attending a group or convention program?lAsk if the guest is a member of honors reward program?lAsk for take a reserv

14、ation.lIntroduce the guest about the hotel accommodation information including smoking and non smoking room offering,a brief introduction different room types,introduction on different room rate and packaging program.lAsk for approximate arrival time and the departure date.lAsk for the special reque

15、sts.lAsk for the guests contact details.lRequest for the payment type and information.lExplain the cancellation policy.lRepeat the reservation details.lProvide the confirmation number.lSend the confirmation to the guest via fax,e-mail or e-mail.Complete information should include:lTime stamps lGuest