人民大2024酒店英语 课件Orientation of Front Office

Sections and the responsibilities
All comments and requests will be logged and used to continuously improve various areas, after sorting and analyzing the gathered information. The Guest Service Agent will take personal responsibility to respond to any other request a guest might have.
Sections and the responsibilities
Specially trained Guest Service Agents handle personal guest service calls, from requests for late check-out to extra towels, making it more convenient for guests to have only one point of service contact. Every guestroom has a speed-button on the telephone for direct access to Guest Service Center, who will immediately and efficiently expedite the requests with the help from relevant departments and personally follow up that the request has been met to the guest’s full satisfaction.
The Guest Service Center is manned by friendly, efficient and multilingual Guest Service Agents, servicing all internal and external calls with a smile in their voices. Whenever known, callers’ and guests’ names will be used and close attention will be given to use polite phrases with clearly proper English/Chinese when communicating and connecting calls, and acknowledging and responding properly to callers. Every effort will be made to patiently assist callers who are uncertain of what department to talk to regarding their issue.
The Hotel Rooms
Typical Room Types:
Single Room Double Room Twin Room Superior Room Deluxe Room Connecting Room Senior Suite Business Suite Deluxe Suite Duplex Suite Executive Room Executive Suite Presidential Suite
Stage 3: Occupancy
When the guest checks into the room, the occupancy stage of the guest cycle begins. While the guest is staying at the hotel, there will be many times the Front Office staff will give service. As a major contact center for the hotel, Front Office provides information or supplies, give directions, contact housekeeping to service a room, recommend activities and restaurants, and post guest charges… The service needs to be prompt, courteous and accurate.
单人房 大床房（with King-size/ Queen-size bed） 双床房（Standard Room） 高级房 豪华房 通房 高级套房 商务套房 豪华套房 复式套房 行政房 行政套房 总统套房
Sections and the responsibilities
Guest Service Center
Orientation of Front Office
Role of Front Office
Front office (FO) employees are the heart of the hospitality property. Front Desk is the first place people will go if they have questions or concerns. As such, FO employees need to be especially aware of a guest’s activities during guest’s stay.
Stage 4: Departure
The guest vacates the room during the departure stage. Again, the Front Office becomes the primary point of service. Checking the visitors out, ensuring they enjoyed their stay, settling their account and helping them get on their way quickly are just a few of the services Front Office needs to ensure go smoothly.
Sections and the responsibilities
Concierge Services
The Concierge is the main information Center of the hotel, where nothing is impossible. Guests’ questions and requests will be handled in a friendly, courteous and efficient way and no request will be too big or too small to receive the utmost attention. It is also the place where guest can go to just have a chat while waiting for a taxi or before retiring for the evening.
Stage 1: Pre-arrival
During this stage the guest chooses the hotel. This decision is influenced by the location, marketing, word of mouth, and past experiences. The Reservations Agent is the first personal “touch” the hotel makes with a guest; this starts the process of the guest cycle.
To assist the Guest Service Agent to always use guest names, the display on the consoles in the Guest Service Center will show the guest’s name when calling from a guestroom.
A Reservation Agent's main responsibility is to make sure a room will be available when the guest arrives. They may also gather extra information about the guest's needs to help provide more personalized service during their stay.
Stage 2: Arrival
The guest registers (checks in) and is assigned a room when they arrive. This is an important time for the relationship with the guests. This may be their first impression of the hotel. If they don’t have a room reserved, it's an opportunity for the front desk receptionist to sell a room for the hotel. The registration process is completed when a method of payment, information of the guest and the guest's departure date have been confirmed.
Sections and the responsibilities
The Doorman meets and welcomes guests outside the entrance and assist arriving guests to the direction for parking when debarking from the vehicle. A Bellman will take the guest’s luggage and give escort to the Front Desk, using the guest’s name if know. The Bellman will try to find the guest’s name on the luggage tags on the guest’s suitcases and introduce the name to Front Desk staff. After registration, the Bellman brings the guest’s luggage to the allocated room, places the suitcase with the correct side up on the luggage rack. When the luggage is arranged the Bellman will leave the room without delay, wishing the guest a pleasant stay.