【6A文】酒店前厅英文培训PPT.ppt 30页

'FrontOfficeDept.Members:向文莉、胡尚豆、陈敏、蒋敏、刘雨露、黄春敏、王冰涵 Chp7DialogChp2ThedefinitionoftheF.O.Chp3ThestatusoftheF.O.Chp5ThestructureoftheF.O.Chp6ThefunctionofeachdepartmentChp4ThemaintaskoftheF.O.CONTENTSChp1ThespecializedwordsaboutF.O. Chapter.1ThespecializedwordsaboutF.O.TRANSITIONPAGE (F/O)FrontOffice前台TrainingD.培训部(F/B)FoodandBeverageD.餐饮部(HSKP)Housekeeping客房部PurchasingD.采购部RecreationD.康乐部(ENG)EngineeringD.工程部(SEC)SecurityD.保安部HumanResourcesD.人力资源部PublicRelationsD.公关部SalesD.销售部Department saunaattendant桑拿服务员swimmingpoolattendant游泳池服务员beautician美容员barber/hairdresser理发员masseurmasseuse按摩员presser熨烫工washer洗涤工deliveryboy/mail客衣收发员salesclerk销售员financialcontroller财务经理chiefaccountant财务主管accountingclerk总帐报表员payable/receivableclerk往来结算员propertycontrol财产核算员costcontrol工资核算员purchasingmanager采购经理foodstoreroomsupervisor食品采保主管foodbuyer食品采购员foodreceiver食品验收员……Thepositionname voucher证件pricelist价目表check,cheque支票sign(动)签字interest利息form表格reservation预订receptiondesk接待处tip小费reservationdesk预订处luggageoffice行李房…perthousand千分之…spare(形)多余的postpone(动)延期cancel(动)取消traveler’scheque旅行支票pay(动)付款fill(动)填写administration管理、经营Commonwords note纸币registrationdesk入宿登记处lobby大厅identificationcard身份证rateofexchange兑换率conversionrate换算率charge(动)收费bill帐单changemoney换钱procedure手续、程序informationdesk问询处luggagelabel行李标签overbooking超额订房…percent百分之…accountingdesk帐务处groundfloor(英)底，层，一楼firstfloor(英)二楼，(美)一楼secondfloor(英)三楼，(美)二楼Commonwords strawberry草莓lotusroots莲藕apple苹果mango芒果plum梅子grapefruit西柚guava番石榴longan龙眼pomelo柚watermelon西瓜honey-melon蜜瓜date枣子papaya木瓜cherry樱桃pear梨grape葡萄peach桃子pineapple菠萝banana香蕉Fruits Moreinformationdesk问讯处receptionoffice接待室newsstand售报处postalservice邮局服务处shop小卖部bar酒吧间lounge休息厅roofgarden屋顶花园billiard-room球房dining-room,dininghall餐厅cloak-room行李房/存衣处basement地下室boutique精品商场lobbylounge大堂吧executivelounge行政酒廊cellar地窖broomcloset杂物室 Keysentencepatternsgreetingguests:1.goodmorning,sir.welcometoourhotel.2.verygladtohaveyouhere.3.it"snicetohaveyoustaywithusagain.receptingguest:1.CanIhelpyou?MayIhelpyou？WhatcanIdoforyou？2.doyouhaveareservationwithus?3.ifyouareready,thebellboywilltakeyoutoyourroom. Keysentencepatternscheckin:1.pleasefillintheregistrationform.2.mayiseeyourIDcard?3.here"syourroomkey.yourroomnumberis310,onthe3rdfloor.Guidelinesandtoremind/OfferingHelp：1.Pleasedon"tleaveanythingbehind.2.MayIhelpyouwithyourcase？3.Wouldyoulikemetocallataxiforyou？Farewell：1、Goodbye.2、Seeyoutomorrow.3、Goodbyeandthankyouforcoming. Chapter.2ThedefinitionoftheF.O.TRANSITIONPAGE F.O.Frontofficeisadepartmentwhichistoattractandreceivetheguests,toselltheroomsandcateringsevicesofthehotel.Atthesametime,thefrontofficealsoprovidescomprehensive servicesfortheguests. Chapter.3ThestatusoftheF.O.TRANSITIONPAGE ThestatusoftheF.O.1:FrontOfficeisthehotel"sbusinesswindow,reflectingthequalityofhotelservices.2:FrontOfficeistheplacewheregivesguestsafirstimpressionandlastimpression.3:Frontofficeplaysacertaineconomicrole.4:Frontofficeplaysacoordinatingrole.5:FrontOffice"sworkcouldmakethedecision-makingmorescientific.6:FrontOfficeisanimportantpartofestablishingagoodrelationshipwithguests. Chapter.4ThemaintaskoftheF.O.TRANSITIONPAGE ReservationServiceRceptionServiceConciergeServiceCashierServiceHousingstatecontrolInformationManagementRoomSalesThemaintaskoftheF.O. Chapter.5ThestructureoftheF.O.TRANSITIONPAGE ThestructureoftheF.O.Front office managerAssistantmanagerLesChefd’OrReservationSupervisorReceptionsupervisorChiefoperatorBusinessCenterSupervisorExecutiveFloorManagertelephonistReceptionistReservationclerkClerkTicketagentReceptionistCashierBellmanDoorman Chapter.6ThefunctionofeachdepartmentTRANSITIONPAGE 1、RoomsReservation①responsibleforhotelreservationservice,acceptreservationsbytelephone,fax,letterorverbal;②responsibleforestablishingbusinessrelationshipswithcompanies,travelagenciesandotherunitsthatprovideguests,tryingtoselltheroomsandgettoknowtherequirementsoftheclients;③closelycontactwiththereceptiondesk,providethereservationinformationanddatatothefrontdeskmanagerandtherelevantdepartmentstimely,providetheVIP"sarrivalinformationtotheirsuperiors;④MakereservationReport;⑤involvedinmakingtheannualroomreservationplan. 2、Reception①salesrooms,recepthotelguests,hotelcheck-in,roomassignments;②graspthedynamicinformationoftheguests,controltheroomstate;③makeRoomsDailyandotherformsofbusiness; 3、InformationdeskAnswerinquiriesoftheguestsincludingtheintroductionofin-storeguestservicesandrelatedinformation:citysightseeing,trafficconditions,communityactivities,etc.Receiveguestsandvisitors;Processingmail,messages.Keepingtheroomkeysand distributethem 4、CashierGothroughthecheck-outformalitiesProvide the foreign currency exchange service.Providingvaluables storageservices forguests.ContactwithothercashierstocheckthebillThenight audit 5、Concierge①Towelcomeguestsinthelobby,airportorrailwaystation.②Responsibleforguests"luggagetransport,storageandsecurity.③Umbrellastorageandrental.④Tohelpfindsomeoneinpublic.⑤Escortguestsintotheroomandintroduceindividualservices,distributethenewspaper,lettersandmessages.⑥Arrangetaxifortenants.⑦Directcarsattheentrancefoyertoensurethetrafficoutsidesafetyandliquidity.⑧Answerinquiriesofguests,guidethedirectionfortheguests.⑨Conveytherelevantnotice.⑩Responsibleforothermattersentrustedbytheguests. 6、SwitchBoardTransferphone.OfferDoNotDisturbphoneservice.Morningcall.(by phone or by knocking on thedoor)Answerphoneinquiries.Handletelephonecomplaints.Receivetelephonemessages.Handlelong-distancecalls.Spreadoreliminateemergencynotificationordescription.Playbackgroundmusic. 7、BusinessCenterProvidetyping,translation,photocopying,fax,Internetandotherbusinessservices.providesecretarialservicesfortheguestsasneededOfferconferenceroomandotherofficeequipmentrentalservicesArrangeprofessionaltranslatororinterpreter Chapter.8DialogueTRANSITIONPAGE 8、DialogueTheRegistration登记入住(R):Goodevening.WhatcanIdoforyou,sir?B:Ibookedatwin-bedroomwithbaththreeweeksago.I’mHenryBellow.R:Justamoment,please,Mr.Bellow.I’llcheckthearrivallist.…Sorrytohavekeptyouwaiting,sir.Yes,youhavereservedaBritishsuitefromtodaytothe29th.B:Yes,exactly.R:CouldIseeyourpassports,please?(Checkingthepassportsandgivingthemback)Thankyou,sir.Andwouldyoumindfillingintheregistrationform?B:I’lltakecareofit.(Fillingouttheform)Hereyouare.Isitallright?R:Yes,thanks.Howareyougoingtopay,incashorbycreditcard?B:CouldIpaywithtraveller’schecks?R:Certainly.Here’sthekeytoRoom908.Pleasekeepit.Andthebellmanwillshowyouup.(Abellmancomesover.)Haveaniceevening,sir.Andenjoyyourstay.B:Thankyou. FrontOfficeDept.Members:向文莉、胡尚豆、陈敏、蒋敏、刘雨露、黄春敏、王冰涵'