ManagementoffrontofficePre-readingquestions:1.Howimportantisthepositionofthefrontofficeinahotel?2.Whataretheservicesofferedinthefrontoffice?3.Howdopeopleusuallymakereservationswithahotel?4.Howshouldthefrontofficebeconnectedwithotherdepartments?1/89Part1.StructureofthefrontofficeGettoknowthesub-departmentsinFrontOfficeDescribethekeyresponsibilitiesofeachsub-departmentSummarizetheservicesprovidedbythedepartment2/891.Thereservationdepartment3/894/892.Reception5/896/893.Informationdesk7/898/899/894.cashier5.switchboard10/8911/896.bellservice12/8913/897.businesscenter14/89SeniorassistantfrontofficemanagerFrontofficemanagerSeniorfrontDeskagentBellcaptainoperatorsReservationsmanagerPBXmanagerGuestservicesmanagerreservationsconcierge15/89ConciergeTheConciergechainserviceisresponsibleforeverythingfrommeetingtheguestsatthestationtoassistingthemwitheverydetailoftheirstay,forexampletoacceptbooking;toarrangecartomeetthemattheairport,trainstationordock;tointroducespecialrestaurantsandreservesitsaccordingtotheirrequests;tocontactwithtravelagencyonarrangingguide;tomarkdowneveryshoppingareasonmapwhentheyneedtobuysomekeepsakes,andsoon.Finally,whentheyareleaving,theConciergechainservicewillbuyticketsofvehicleforthem,andhelptoconsignluggage.16/89SeniorfrontdeskagentBellcaptainconciergeFrontdeskagentMail&informationclerkBellmanBaggageporterDoorman17/89OtherfrontofficestaffCourtesyvandriverVanarriveswithin15minutesaftercallforpickup.Driveroffersluggageassistanceatairport.Driveroffersluggageassistanceathotel.Driverprovidesdirectionstotheregistrationdesk.18/8919/89Doorman20/8921/8922/89TheSirFrancisDrakeinSanFranciscoiswell-knownforitsuniformedBeefeaterdoormen—oneofwhichisthecity’smostfamedhotelstaffer,TomSweeney,whohasbeenpostedonPowellStreetforover25years.Accordingtolocallegend,Mr.SweeneyholdsthehonorofbeingthemostphotographedpersoninSanFrancisco.23/89DoormanDoormanopenscardoorsforarrivinganddepartingguests.Doormanofferstounloadandloadguestluggage.Ifluggageistaggedatthedoor,doormantellsguesttopresenttheclaimticketatcheck-in.Doormanoffersdirectionstoregistration.Doormangreetseachguestwithasmileandeyecontact.24/89Part2.Thestatusoffrontofficeinthehotel1.Frontofficetakestheroleofcontrollinganddirectingthroughoutthehotelbusinessandoperation.2.Frontofficeisthechannelforcommunicationwithoutside.3.Frontofficeisvitalforgoodguestrelationship25/89Part3.detailsinthedailyworkofthefrontofficeA.reservationMethodsforreservation:1.telephone2.fax3.internet4.mail5.oral6.contract26/89Kindsofreservation:1.temporaryreservation2.confirmativereservation3.guaranteedreservation4.VIPreservation27/8928/8929/8930/8931/89pointsusedinevaluatingtheeffectivenessofatelephonereservationist.32/89Phoneisansweredwithinthreerings,orcallisplanedinqueuewithrecordingtopleasehold.Departmentnameandreservationist’snamearestated.Achoiceofsmokingornon-smokingroomisoffered.Askifyouareattendingagrouporconventionandquotesapplicablerate.Askifyouareamemberofhonorsrewardprogram.33/89PricingforeachroomtypeisofferedFeaturesanddescriptionofselectedroomareoffered.AskfortheguestscontactdetailsAsktheapproximatearrivaltimeanddeparturetime.Askifhaveanyspecialrequests(e.g.featherpillows,topfloorroom)areacknowledged.TypeofpaymentisrequestedIfpaymentistobemadebycreditcard,creditcardinformationisrequested.34/89CancellationpolicyisexplainedRepeatthereservationdetailsWhenreservationcannotbeaccommodated,alternativehotelsuggestionsareofferedSendtheconfirmationtotheguestviafax,e-mail,orotherways.35/89Supposeyouarethereservationistofthehotel.Pleaseconsiderthefollowingquestions.1.lookatthereservationformbelow,whatinformationshouldyougetfromaguestwhenhandlingareservation?36/892.Shouldyouannouncethenameofyourhotelwhenyouanswerthetelephone?3.Isitnecessarytoannounceyourfullnamewhenyouanswerareservationcall?37/894.Whatisthereservationconfirmation?5.Whatshouldyourespondiftheguestasksforthediscount?6.Whatisthereservationdeposit?7.Whatshouldyoudoifyourhotelisfullybooked?38/89ReservationformnameArrivaldateDeparturedateaddresstelephoneRoomtypesingledoublestandardsuitedeluxeRatepernightclerkdate39/89SingleortwinOneortwoseparatesinglebeds,soldforsingleoccupancy.Bedmeasuresapproximately36inchesby75inches.40/8941/8942/89DoubleordoubledoubleOneortwodoublebeds;soldforsingleordoubleoccupancy.Bedmeasuresapproximately54inchesby75inches.43/8944/8945/8946/89QueenOnequeen-sizedbed;soldforsingleorquadoccupancy.Bedmeasuresapproximately60inchesby80inches.47/8948/89KingOneking-sizedbed,soldforsingleordoubleoccupancy.Bedmeasuresapproximately78inchesby80inches.49/8950/89SuiteAparlororlivingroomconnectedtooneormorebedroomswithdoubleorkingbeds.51/8952/8953/89deluxe54/8955/8956/8957/8958/89Roomratestructure59/89PlanAmericanplanmodifiedAmericanplanEuropeanplanIncludesroomandthreemealsIncludesroomandtwomealsIncludesroomonlyRatesRackrateCommercialratesComplimentarygrouprateFamilyrateDayratePackagerateFull-priceroomrateReducedratesofferedtofrequentguestsFreeordiscountedaspartofaspecialpromotionrateofferedtoanumberofaffiliatedguests,i.e.,membersofagroupRateofferedtoparentsandchildrenstayinginthesameroomRateofferedforlessthananovernightstayandoutby5pm.Rateofferedaspartofanevent,suchasalocalfestivaloraspottingevent60/89Usefulsentencepatterns1.dealingwithenquiriesfromguestsWouldyoulikearoomfacingthepark/lake/pool?Singleordouble?Howlongdoyouintend/plantostayinthishotel?MayIknowyourname,please?61/89Wouldyoumindtellingmeyourname?Wouldyoumindtellingmewhichdatewouldthatbe?Howmanypeoplewilltherebeinyourparty?62/892.WhenittakessometimeJustamoment,please.I’llchecktheroomavailability.Onemoment/minute.Thankyouforawaiting,sir.Couldyouwaitaminute,please?Holdtheline,please.63/893.unabletoacceptabookingI’msorry,Sir.Wearefullybooked.I’msorry,Miss.Wearebookedsolidonthatdate.I’msorry,Sir.Wedonothaveanyroomavailableforthatwork.I’msorry,Miss.Wearefullforthosedates,butIcouldsuggestanotherhotelintheneighborhood.64/894.offeringpricesForasingleroom,thepricewouldbe…Thedailyrateis…Asingle/doubleroomcosts…Thetotalcostwouldbe…For$50,you’llget/haveatelephone,acolorTV,etc.For$50,we’llprovideyouwithatelephone,acolorTV,etc.We’llhavetochargeyou$10extra.65/895.informationonpaymentHowwillyoubepayingthebill？WeacceptAmericanExpress.You’llhavetosendus…Whowillbepayingthebill?Isthatcompanywillingtocoveralltheexpenses?66/89exercisesAsareservationist,canyousaythefollowinginamorecourteousway?What’syourname?Whatdoyouneed,asingleoradouble?Wedon’thaveanyroomleft.Weonlyhaveasuiteavailable,butit’smoreexpensive.No,it’simpossible.Wedon’tofferdiscountsatall.67/89Role-playingR:reservationistG:guestG:Youareapotentialcustomer.Youwanttobookasingleroomwithbathforonenight.Youaskinformationaboutthehotelandroomrate.R:Youpickupthereceiveronthethirdring,withanappropriategreeting,followedbythenameofyourhotelandyourfullname,endedbyofferingyourassistanceintermsofacceptingthereservations,answeringthecaller’squestions.68/89B.ModificationandCancellationofReservation1)failureofreservationI.Hotelfindsitimpossibletoprovideroomsforconfirmativeorguaranteedreservation.II.Whenguestsarriveatthehotellaterandreservedroomhasbeensold,hotelshallmakeeffortstohelpguestsfindotherhotelsinthevicinityandarrangevehiclesfroguests.III.Hotelcannotfindreservationrecordthatguestsclaimtheyhavedone.69/892)controllingroomsI.Guestrooms,theproductsofhotel,arealwaysinvaryingconditionofdemandandsupply.II.Receptionistsmustkeepabreastofthepresold,soldandunsoldrooms.III.Needtwosystems.Oneiscurrentsituationofguestroomsandtheotherisreservation.70/893)managementofcheck-inandcheck-outFromguests’check-intotheircheck-out,alotofjobsareinvolved.Threeproceduresareconcernedwiththefrontoffice:I.preparationforcheck-inII.Whenguestsarrive,fillinforms,allocateroom,makesurethewayofpayment,andgivethekeystoguests.III.Whenguestsleave,sendbillstoguestsforcheck.71/89exercises1.Putthecheck-inprocedureinthecorrectorder.()Askthenameoftheguest.()Asktheguestwhetherheorshehastheconfirmation()Givetheguestthekeycard.()Greettheguest.()Helptheguestfillintheregistrationcardorform.()Callthebellmantotaketheguesttohis/herroom.72/892.Takeamomenttofamiliarizeyourselfwiththefollowingregistrationform.73/89RoomNo.SurnameFirstnameSexNationalityDateofBirthPassportNo.VisaNo.anddateofvalidityPermanentaddressOccupationObjectofstayDateofarrivalWherefromWheretoDateofdepartureReceivedbyGuestSignature74/893.Youareareceptionist.Youareondeskduty.Aguestarrives.Howwouldyoubeginaconversationwiththisstranger?75/89Usefulsentencepatterns1.Askingtheclientaboutareservation---Whatnamewasit,please?---Howdoyouspellyourname,please?---Canyouspellthatforme,please?---I’msorry,sir,butIhaven’tanyrecordofthat.---I’msorry,madam,wehavenorecordofareservationinyourname.---I’msorry,sir.Thereisnorecordofthat.---Doyouhavealetterorfaxconfirmingthereservation?---Whomadethereservation,please?---Doyoustillrememberthenameofthereservationclerk?---Whenwasitmade?76/892.Registeringtheclient---Couldyoufillinthisform,please?---Couldyoucompletetheform,please?---Wouldyoupleasefillinthisregistrationform?---Wouldyouliketocheckin,please?---You’llhavetocheckinindividually,please.---Signyourname,please.---I’llneedyoursignature.---MayIseeyourpassport?---CouldIseeyourcreditcard,please?77/893.Whentheroomisnotready---I’mafraidyourroomisnotreadyyet.Wouldyoupleasetakeaseat?Weareverysorryfortheinconvenience.---I’msorrytheroomisnotready,wouldyoupleasewaitamoment.---Ourcheck-intimeis2o’clock.Wouldyoumindwaitinguntilthen?78/894.Givingtheguesthiskeyandroomnumber---Hereisyourkey.---Pleaseremembertoreturnyourkeybeforeyouleavethehotel.---Youcouldkeepyourroomkeyuntilyoucheckout.---Thebellboywillshowyouuptoyourroom.---Thebellboywilltakeyourbaggageandshowyoutheway.---Ifyouareready,thebellboywillleadyoutoyourroom.79/895.Friendlypartingremarks---Hopeyou’llenjoyyourstaywithus.---Hopeyou’llhaveanice/pleasure/enjoyable/gloriousstaywithus.---Ihopeyou’llhaveagoodtimehere.80/89Role-playingR:receptionistG:guest1.G:Youarrivethehotelafteranexhaustingtourandwanttocheckinquickly.Butyougetconfusedabouttheregistrationform.Soyouaskthereceptionisttohelpyou.R:Youhelptheguestcompletetheformquickly,andaccomplishthetask81/892.G:Youareaguestwhohasreservedasingleroom.Butyouarrivefourhoursaheadoftheschedule.R:Youlookuptheguest’sreservationrecordandfindtheguest’sbooking.Butitshowsthatthereisnovacancyinthehotelatthattime.Thinkoutasuitablesolutiontothissituation.82/894)receptionservicemanagementI.welcomeandfarewellserviceII.LuggageserviceIII.InquiryandmailserviceIV.ComplaintcenterRulestofollow:①listenattentively②comeupwithasolution③respondpromptlyandsmartly83/89Thefollowingaresometypesofhotelrooms.Matchthemwiththedefinitionsunderneath.tripleroom/doubleroom/twinroom/suite/juniorsuite/familyroom/connectingroom/loungeorparlor/duplex/hospitalityroom/singleroom84/891.Aroomoccupiedbyoneperson.2.Aroomwithtwosinglebedsfortwopeople.3.Aroomwithonelargebedfortwopeople.4.Aroomwiththreesinglebeds,oradoublebedandasinglebe,suitableforoccupationbythreepeople.5.Asetoftwoormoreroomsincludingabedroomandasittingroom.6.Alarge