Chapter5 Front office management

《Chapter5 Front office management》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、FrontofficemanagementChapter5前厅管理http://v.youku.com/v_show/id_XNDAyODYyODYw.htmlRoomsDivisionOrganizationalChart1thefunctionandrolesofFO1.1definition前厅部（FrontOffice）:是招徕并接待客人，推销客房及餐饮等酒店服务，同时为客人提供各种综合服务的部门。Hub,nervecenterorbrain?Totheguest,themanagerislargelyrepresen

2、tedbythefrontoffice,andtheunseenheadwillbejudgedfavorablyorotherwisebytheguesttreatmentthere1.2BasicFunctionsoftheFrontOfficeReviewpreviousnight’soccupancy/ADRReviewarrivals/departures/VIProomsStaffingadjustments/schedulingLookovermarketmixMeetwithleadGSAsSellrooms

3、MaintainbalancedguestaccountsOfferservicessuchasfaxes,mail,messages,etc.TheGuestCycle1.3therolesoffrontofficereservation客房预订registration入住登记concierge礼宾服务rooming房态控制Nightauditandcashier账务管理information信息管理others(mail,messageandguestservice1.4overviewoffrontofficeperso

4、nnelReservationsCashierNightauditorRoomclerksFrontofficeassistantmanagerBellstaff(doorgreeter,conciergeandotherguestserviceattendant)夜审员的岗位职责核对各收款机清机报告。审核当天各班次收银员送审的账单、原始单，核查数据是否准确，并核对该班次营业报表。核对餐厅、客房的帐目及其它挂账数与报表金额是否一致，是否按有关规定或协议执行。核查各班组送审的转账单据所列单位有无串户。审查总台开房组输入电脑的房价

5、是否正确。Rolesofnightauditor6.复核各类统计表的数字，核实是否与收款员输入电脑数一致，并负责跟踪。7.将当日酒店各营业点的营业收入过账。8.根据各营业点的营业情况，制作当日全酒店营业日报表，并于此日早上点以前呈送财务经理和总经理。对每天稽查出的问题和未按规定办理的内容和数据，做出详细的稽核报告，及时向上级领导汇报。10.负责保管各班组的营业日报表及其附件单据。11.负责保管各种票据及收发领用工作12.负责夜间前台收银工作。NightAuditProcessinSimpleTermsAddyesterday’

6、sclosingbalanceofaccountsowedbyguestsLesspaymentsreceivedtodayagainstaccountsPlusallchargesmadetodaytoguests’accountEqualsday’sclosingbalanceofaccountsowedbyguestTheprocedureofnightaudit检查前台收款对餐厅收款的检查商场收款检查ReservationsInternetFirstareaofguestcontactAsalespositionTel

7、ephoneskillsCentralReservationsSystem(CRS)ReservationDefinitionsConfirmedreservationGuaranteedreservationAdvancedeposit/advancepaymentNoshow6PMreleaseCommunicationsorPBXPublicBranchExchangeProfitcenterIncludesmanytypesofcommunication:FaxesMessagesPagersandradiosEmer

8、gencycenterGuestServicesUniformedServiceBellcaptainorguestservicesmanagerDoorattendants:Hotel’sunofficialgreetersBellpersons:Escortguestst