酒店英語 課件 英文 Orientation of Front Office

OrientationofFrontOfficeRoleofFrontOfficeFrontoffice(FO)employeesaretheheartofthehospitalityproperty.FrontDeskisthefirstplacepeoplewillgoiftheyhavequestionsorconcerns.Assuch,FOemployeesneedtobeespeciallyawareofaguest’sactivitiesduringguest’sstay.Stage1:Pre-arrivalDuringthisstagetheguestchoosesthehotel.Thisdecisionisinfluencedbythelocation,marketing,wordofmouth,andpastexperiences.TheReservationsAgentisthefirstpersonal“touch”thehotelmakeswithaguest;thisstartstheprocessoftheguestcycle.AReservationAgent'smainresponsibilityistomakesurearoomwillbeavailablewhentheguestarrives.Theymayalsogatherextrainformationabouttheguest'sneedstohelpprovidemorepersonalizedserviceduringtheirstay.Stage2:ArrivalTheguestregisters(checksin)andisassignedaroomwhentheyarrive.Thisisanimportanttimefortherelationshipwiththeguests.Thismaybetheirfirstimpressionofthehotel.Iftheydon’thavearoomreserved,it'sanopportunityforthefrontdeskreceptionisttosellaroomforthehotel.Theregistrationprocessiscompletedwhenamethodofpayment,informationoftheguestandtheguest'sdeparturedatehavebeenconfirmed.Stage3:OccupancyWhentheguestchecksintotheroom,theoccupancystageoftheguestcyclebegins.Whiletheguestisstayingatthehotel,therewillbemanytimestheFrontOfficestaffwillgiveservice.Asamajorcontactcenterforthehotel,FrontOfficeprovidesinformationorsupplies,givedirections,contacthousekeepingtoservicearoom,recommendactivitiesandrestaurants,andpostguestcharges…Theserviceneedstobeprompt,courteousandaccurate.Stage4:DepartureTheguestvacatestheroomduringthedeparturestage.Again,theFrontOfficebecomestheprimarypointofservice.Checkingthevisitorsout,ensuringtheyenjoyedtheirstay,settlingtheiraccountandhelpingthemgetontheirwayquicklyarejustafewoftheservicesFrontOfficeneedstoensuregosmoothly.TheHotelRoomsTypicalRoomTypes:SingleRoom 單人房DoubleRoom 大床房（withKing-size/Queen-sizebed）TwinRoom 雙床房（StandardRoom）SuperiorRoom 高級(jí)房DeluxeRoom 豪華房ConnectingRoom 連通房SeniorSuite 高級(jí)套房BusinessSuite 商務(wù)套房DeluxeSuite 豪華套房DuplexSuite 復(fù)式套房ExecutiveRoom 行政房ExecutiveSuite 行政套房PresidentialSuite 總統(tǒng)套房SectionsandtheresponsibilitiesGuestServiceCenter

TheGuestServiceCenterismannedbyfriendly,efficientandmultilingualGuestServiceAgents,servicingallinternalandexternalcallswithasmileintheirvoices.Wheneverknown,callers’andguests’nameswillbeusedandcloseattentionwillbegiventousepolitephraseswithclearlyproperEnglish/Chinesewhencommunicatingandconnectingcalls,andacknowledgingandrespondingproperlytocallers.Everyeffortwillbemadetopatientlyassistcallerswhoareuncertainofwhatdepartmenttotalktoregardingtheirissue.SectionsandtheresponsibilitiesSpeciallytrainedGuestServiceAgentshandlepersonalguestservicecalls,fromrequestsforlatecheck-outtoextratowels,makingitmoreconvenientforgueststohaveonlyonepointofservicecontact.Everyguestroomhasaspeed-buttononthetelephonefordirectaccesstoGuestServiceCenter,whowillimmediatelyandefficientlyexpeditetherequestswiththehelpfromrelevantdepartmentsandpersonallyfollowupthattherequesthasbeenmettotheguest’sfullsatisfaction.SectionsandtheresponsibilitiesAllcommentsandrequestswillbeloggedandusedtocontinuouslyimprovevariousareas,aftersortingandanalyzingthegatheredinformation.TheGuestServiceAgentwilltakepersonalresponsibilitytorespondtoanyotherrequestaguestmighthave.ToassisttheGuestServiceAgenttoalwaysuseguestnames,thedisplayontheconsolesintheGuestServiceCenterwillshowtheguest’snamewhencallingfromaguestroom.SectionsandtheresponsibilitiesConciergeServicesTheConciergeisthemaininformationCenterofthehotel,wherenothingisimpossible.Guests’questionsandrequestswillbehandledinafriendly,courteousandefficientwayandnorequestwillbetoobigortoosmalltoreceivetheutmostattention.Itisalsotheplacewhereguestcangotojusthaveachatwhilewaitingforataxiorbeforeretiringfortheevening.SectionsandtheresponsibilitiesTheDoormanmeetsandwelcomesguestsoutsidetheentranceandassistarrivinggueststothedirectionforparkingwhendebarkingfromthevehicle.ABellmanwilltaketheguest’sluggageandgiveescorttotheFrontDesk,usingtheguest’snameifknow.TheBellmanwilltrytofindtheguest’snameontheluggagetagsontheguest’ssuitcasesandintroducethenametoFrontDeskstaff.Afterregistration,theBellmanbringstheguest’sluggagetotheallocatedroom,placesthesuitcasewiththecorrectsideupontheluggagerack.WhentheluggageisarrangedtheBellmanwillleavetheroomwithoutdelay,wishingtheguestapleasantstay.Wheninthelobby,theBellmanassistsguestswithquestionsandrequests,andtakespersonalresponsibilitytofindanswersandmeettherequests.SectionsandtheresponsibilitiesFrontDeskServiceGiveagoodfirstimpressiontoanarrivingguest,meetandanticipatetheneedsoftheguestinanefficientandprofessionalmanner.Allguestswillbewelcomedwithawarmsmile,eyecontactandanappropriatehospitalitygreetingwhenapproachingtheFrontDesk.Theguestswillbegivenundividedattentionandtheregistrationwillbefriendly,courteousandefficient.Asuitableroomwillbeselectedaccordingtotheguest’spreference.Departingguestswillenjoyasmoothandefficientcheck-out.SectionsandtheresponsibilitiesFrontDeskServiceReturningguests,membersoftheloyaltyprogramwillbegivenspecialrecognition.AllReceptionassociateswillworkcloselywithrelateddepartments,inapositive,understandingandprofessionalway.SectionsandtheresponsibilitiesExecutiveClubFloorServicesGuestsontheExecutiveClubFloorswillenjoyenhancedconveniences,comfortandprivacy,withextendedroomitemsandamenities.