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ID:51160937
大小:1.67 MB
页数:68页
时间:2020-03-19
《澳洲酒店管理前厅部培训( Front Office)1.doc》由会员上传分享,免费在线阅读,更多相关内容在应用文档-天天文库。
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.
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