【5A文】澳洲酒店管理前厅部培训.doc

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1、PerthInstituteofHospitality&TourismAustralianInstituteofTourism&Hospitality.FrontOfficeOperations.©AITH/PSHT/PBSept2002BFO1Page51PerthInstituteofHospitality&TourismAustralianInstituteofTourism&HospitalityTerminologyforFrontOffice3ATypicalFrontOfficeOrganisationChart15TheRelatio

2、nshipofFrontOffice16TypesofHotels18Classificationoflodgingoperations22TypesofHotelOwnership22GradingSystems23TheHotelGuest23TheAttributesofFrontOfficeStaff29FrontOfficePositions30TheNightShift33NightAuditorandNightManager33TheHotelFrontDesk36AFrontOfficeJobDescription37Grooming

3、Standards40TheSalesAspectofReception44RateTypes46RateTypes(Cont)47AmenitiesThatMayInfluenceRoomRate47TheTelephone49StandardsforTelephonists52Reservationprocedures59Reservationprocess59Acceptingordenyingarequest59Acceptingareservation59ImportantinformationwhenfillinginabookingFo

4、rm61BookingReferencenumber61Roomrates61Specialrequests62Refusingareservation62ChartingReservations62Thedensitychart63ConventionalReservationsChart(CRC)64HandlingToursandGroups66PreRegistration69©AITH/PSHT/PBSept2002BFO1Page51PerthInstituteofHospitality&TourismAustralianInstitut

5、eofTourism&HospitalityHotelSecurity72Dayofarriveroutine73Receivingandwelcoming73Pre-registration76Arrivalanddeparturelist79TheFrontOfficeCashier83Cashreceivedbook84Creditandchargecards85Safedepositreceiptbook86ConciergeandUniformedStaff86TheConcierge‘sDepartmentofaLargeHotel86P

6、orterJobDescription86CommissionairesJobDescription86RoomingGuests86TheLuggageRoom86StorageofPerishablesforGyests86AcceptingParcelsforguests86WhatallFrontOfficeStaffShouldKnow86ExampleofaPortersDuties86CarValet86Appendix1HotelRatingExample863333333333333©AITH/PSHT/PBSept2002BFO1

7、Page51PerthInstituteofHospitality&TourismAustralianInstituteofTourism&Hospitality©AITH/PSHT/PBSept2002BFO1Page51PerthInstituteofHospitality&TourismAustralianInstituteofTourism&HospitalityABCAdvanceBookingCharterA.F.T.AAustralianFederationofTravelAgentsCodeofethicsoftheTravelInd

8、ustry.Establishedin1957torepresenttheinterestsofRetail