澳洲酒店管理前厅部培训（ Front Office）1.doc

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1、.FrontOfficeOperations.TerminologyforFrontOffice3ATypicalFrontOfficeOrganisationChart15TheRelationshipofFrontOffice16TypesofHotels18Classificationoflodgingoperations22TypesofHotelOwnership22GradingSystems23TheHotelGuest23TheAttributesofFrontOfficeStaff29FrontOfficePositions30TheNightShift33NightAudi

2、torandNightManager33TheHotelFrontDesk36AFrontOfficeJobDescription37GroomingStandards40TheSalesAspectofReception44RateTypes46RateTypes(Cont)47AmenitiesThatMayInfluenceRoomRate47TheTelephone49StandardsforTelephonists52Reservationprocedures59Reservationprocess59Acceptingordenyingarequest59Acceptingares

3、ervation59ImportantinformationwhenfillinginabookingForm61BookingReferencenumber61Roomrates61Specialrequests62Refusingareservation62ChartingReservations62Thedensitychart63ConventionalReservationsChart(CRC)64HandlingToursandGroups66PreRegistration69HotelSecurity72Dayofarriveroutine73Receivingandwelcom

4、ing73Pre-registration76Arrivalanddeparturelist79TheFrontOfficeCashier83Cashreceivedbook84Creditandchargecards85Safedepositreceiptbook86ConciergeandUniformedStaff86TheConcierge‘sDepartmentofaLargeHotel86PorterJobDescription86CommissionairesJobDescription86RoomingGuests86TheLuggageRoom86StorageofPeris

5、hablesforGyests86AcceptingParcelsforguests86WhatallFrontOfficeStaffShouldKnow86ExampleofaPortersDuties86CarValet86Appendix1HotelRatingExample863333333333333ABCAdvanceBookingCharterA.F.T.AAustralianFederationofTravelAgentsCodeofethicsoftheTravelIndustry.Establishedin1957torepresenttheinterestsofRetai

6、lTravelAgentsA.H.AAustralianHotelsAssociationAlaCarteMenuOnewhichhasanumberofcategoriesandanumberofchoicesineachcategory.Theguestpaysonlyforwhattheyorder.AccountAformonwhichfinancialdataisaccumulatedandsummarised.AccountReceivableAnamountowedTOtheestablishmentbydebtors.AccountsReceivableLedgerAgroup

7、ingofaccountsreceivableincludingtheguestledgerandcityledger.(AlsoknownastheDebtorsLedger)AccountSettlementPaymentoftheaccount/foliobyaguest.AdjacentRoomsRoomsclosetoeachother;perhapsevenacrossthehall.