酒店英语听说论文

The aim of a hotel is to create a home away from home for all the travelling guests who need rest ,food and drink.

The Front Office of a hotel is not only its “shop window’’ , but also its “nerve center” . It is within this department that the guest’s vaca tion or business ,and indeed ,the hotel’s operation itself are made or ruined.

The Front Office staff seem to “do it all”---receive reservations , register guests, assign rooms ,distribute baggage , store guests valuables , provide information , deliver mails and messages exchange foreign currencies , check room occupancies , check guests out and so on.

In order to fulfill these tasks , the staff must have a neat and smart appearance , good manners , adaptability ,efficiency , the sense of duty and a knowledge of languages . The most important of all the qualities is a real liking for people and a worm desire to help them .

Besides , Front Office staff should welcome and settle the guests’ complaints . That will soothe an unhappy guest and reveal the hotel’s problems so that the operation can be bettered.

In short , all staff ought to remember that the hotel will enjoy greater financial success only with the greater satisfaction the guests receive the “ home away from home”.

The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests.It also provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from guests.Duties and TasksA front office attendant may perform the following tasks:

* receive reservations for accommodation from clients, either in person or by telephone, fax or email

* take guests' details and allocate their rooms

* talk to transport carriers (e.g. airlines, bus companies, rental car agencies) to make travel arrangements for guests and to find lost luggage

* inform guests about the hotel/motel's facilities, policies and procedures

* provide tourist information to guests

* make reservations for sightseeing tours, restaurants, the cinema and live entertainment

* deal with enquiries and requests from guests

* take messages for guests

* calculate guests' bills and issue receipts upon payment

* arrange accommodation for guests travelling to other destinations * perform cashier duties, cash travellers cheques and exchange foreign currency

* place guests' possessions in a safe if requested

* coordinate the cleaning of guests' personal laundry, shoe shining and room service deliveries

* follow in-house procedures to help ensure the security of guests and employees

* perform general secretarial duties, such as preparing correspondence and attending to a switchboard.Specialisations

In a small or medium-sized hotel, all of the above duties may be carried out by one person. However, in an international standard hotel, several attendants may be employed. Each attendant is allocated a set of specific duties to perform (e.g. one may attend to guest reception, another may be responsible for the switchboard, while another works as an information officer).With experience and sometimes further training, hotel and motel front office attendants can progress to supervisory or management positions.