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1、TheManager’sRemarksTheaimofahotelistocreateahomeawayfromhomeforallthetravelingguestswhoneedrest,foodanddrink.TheFrontOfficeofahotelisnotonlyits“showwindow”butalsoits“nervecenter”.Itiswithinthisdepartmentthattheguest’svacationorbusiness,andindeed,thehotel’s
2、operationitselfaremadeorruined.TheFrontOfficestaffseemto“doitall”–receivereservations,registerguests,assignrooms,distributebaggage,storeguests’valuables,provideinformation,delivermailsandmessages,exchangeforeigncurrencies,checkroomoccupancies,checkguestsou
3、tandsoon.Inordertofulfillthesetasks,thestaffmusthaveaneatandsmartappearance,goodmanners,adaptability,efficiency,thesenseofdutyandaknowledgeoflanguages.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelpthem.Besides,FrontOfficestaffs
4、houldwelcomeandsettletheguests’complaints.Thatwillsootheanunhappyguestandrevealthehotel’sproblemssothattheoperationcanbebettered.Inshort,allstaffoughttorememberthatthehotelwillenjoygreaterfinancialsuccessonlywiththegreatersatisfactiontheguestsreceivefromth
5、e“homeawayfromhome”.RoomReservationsReservationTypes1.ReceivinganFITReservation接待散客预定2.ReceivingaCorporateReservation接待公司预定3.ReceivingaGuaranteedReservation接待有保证预定4.RevisingaReservation变更预定MainpointsofReservations预定登记要素:1)GuestInformation2)Guest’sRequireme
6、nts3)HotelPoliciesGuestInformation1）客人姓名（GuestName）或团队名称（NameofGroup）、编号（Code）；2）代订人姓名（ContactName）、联系电话（TelephoneNumber）、单位（CompanyName）及地址（Address）；3）人数（NumberofGuests）；4）国籍（Nationality）；5）抵/离店日期（DateofArrival/Departure）；时间（TimeofArrival/Departure）及入住天数（
7、LengthofStaying）。6）折扣优惠（discount）及付款方式（payment）7）订房入住当天的保留时间（Cut-offTime）Guest’sRequirements1）所需客房的种类（RoomTypes）及数量（NumberofRooms）；2）所需客房的条件：房间朝阳面（Aroomwithafrontview）;房间背阴面（Aroomwitharearview）；带洗澡间的单人房间（aroomwithbath）一个不临街的安静房间（aquietroomawayfromthestreet
8、）酒店客房大致分为单间客房和套间客房单间客房有一间客房所构成，可细分为：1）单人间（SimpleRoom）：配备一张单人床，适用于单身客人。2）大床间（DoubleRoom）：配备一张双人床，较适合夫妇居住。3）双床间（TwinRoom）：配备两张单人床，这类客房在酒店中比重极大，因此又称为酒店的“标准间（StandardRoom）”。4）三人间（TripleRoom）：配备三张单人床。套房由两间或两间以上客房构
