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1、PartITheFrontOfficeI.Introduction:1.TheimportanceoftheFrontOffice:“shopwindow”,“nervecentre”LiaisonbetweentheguestandthehotelTheguestshavedirectcontactwiththehotelemployeesThefocusofguestrequestsforinformationandserviceTheprofitcenterofroomsales2.Themajorfunc
2、tionsperformedbytheFrontOffice:Tosellguestrooms,(includingtheacceptanceofreservations,thehandlingofwalk-inguests,thecompletionoftheregistrationprocedure,andtheassignmentofrooms.);Toprovideservicessuchashandlingmails,telegramsandmessagesforguests;provideinform
3、ationofthecommunity,thecityandanyspecialattractionsorevents;Tocoordinateguestservices;Tochartroomstatusreports;Tomaintainguestaccounts,determinecredit,renderbills,receivepayments,andprovidetheproperfinancialandcreditaccommodations;Tosettleguestaccounts;Tocons
4、tructguesthistoryfileforfuturereferences.3.Thesectorsincludeinthisdepartment:ReservationFrontDeskServiceStaff(doormen,luggageclerksandtheconcierge)II.Reservations2.1FunctionstobecarriedoutinthissectorGuests’firstcontactwiththehotel;Toachieveprofitabilityeffic
5、iencyandguestsatisfaction;Toreceiveandprocessreservations;ToforecastoccupancylevelsandroomrevenueTomaintainroomavailability.2.2Differentmeansofreservations:Bytelephone;Byfax;Byletter;Bytelexandtelegram;Bytheguestinperson2.3Typesofreservations:Non-guaranteedre
6、servations→Roomsareheldbythehoteluntilacertaincut-offhourwhichissetbyhotelpolicy;→Roomsarereturnedtotheroominventoryafterthecut-offhourhaspassedandcanbesoldtoawalk-inguest.Guaranteedreservations→Aroomwillbehelduntilthecheck-outtimeonthedayfollowingthedateofar
7、rival.→Thehotelwillreceivepaymentiftheguestdoesn’tarriveanddoesnotproperlycancelthereservation.→Creditcardguaranteedreservation—theguestprovidesthehotelwithacreditcardnumbertoholdtheroom;→Prepaymentguaranteedreservation----Guestsmakefullpaymentforthestayprior
8、toarrival;→Advancedepositguaranteedreservation---Aspecificamountofmoneyisrequestedfromtheguestpriortohisarrival;→Travelagentguaranteedreservation---Thisreservationismadeandguaranteedbythe
