饭店管理实务英语课程教学支持资源课件

1、饭店管理实务英语课程教学支持资源主 编:郭 淑 梅副主编:李松柏 杜宗斌HOTEL OPERATIONS AND MANAGEMENT DIALOGS BETWEEN A TRAINER AND A TRAINEE CONTENTSChapter One: Hotel History and Hotel Organization Chapter Two: Front Office Department Chapter Three: Housekeeping Department (1) Chapter Four: Housekeeping Department (2)Chapter Five:

2、 Housekeeping Department (3)Chapter Six: Food & Beverage Department (1)Chapter Seven: Food & Beverage Department (2)CONTENTSChapter Eight: Food & Beverage Department (3)Chapter Nine: Security DepartmentChapter Ten: Sales & Marketing DepartmentChapter Eleven: Accounting DepartmentChapter Twelve: Engi

3、neering DepartmentChapter Thirteen: Human Resources DepartmentChapter Fourteen: Trends for Hospitality Industry Chapter One: Hotel History and Hotel OrganizationChapter Objectives:Evolution of hotel industryCategories of hotelsBasic functions of each departmentResponsible area for departmental or di

4、visional heads and aboveHotel organization chartUnit 1: Evolution of Hotel Industry Transportation developmentcaravansaryStagecoach in England in 1658carsplanesUnit 1: Evolution of Hotel Industry D. Concept of time-sharingE. Travel and tourism contribution to the economic clout in the world Unit 2:

5、Categories of HotelsHotels classification according to their locationsDowntown hotelResort hotelSuburban hotelMotelAirport hotelUnit 2: Categories of HotelsHotels classification according to their ratesBoutique hotelLuxury / deluxe hotelUpscale hotelMid-tier hotel and motelEconomy / limited service

6、hotelUnit 2: Categories of HotelsHotels classification according to their room structure, configuration and facilitiesAll-suite hotelExtended-stay properties / apartment hotelResorts and time-share propertiesInnsCasino hotelCruise shipsUnit 3: Hotel Outline and Its Organization ChartBasic functions

7、of each departmentFront Office Front DeskConciergeBusiness CenterPABXTransportationKioskDuty Manager or Assistant ManagerExecutive floorUnit 3: Hotel Outline and Its Organization ChartHousekeepingFloorLaundryMini-barLost and FoundHealth Club/Fitness Center etc Unit 3: Hotel Outline and Its Organizat

8、ion ChartSales & Marketing Department focus on analyzing the marketing plan to reach potential customers, then sell and book reservations. Accounting Department tracks all incoming revenue and outgoing cash. It balances the books and has close communication with the General Manager and others with p

9、ower to decide how money is made and spent. Unit 3: Hotel Outline and Its Organization ChartEngineering or Maintenance Department maintains most of the equipment and machinery on the property and keeps it in working order. Security Department addresses concerns ranging from handling hazardous (19) w

10、aste to securing the building against any threats and protecting the property / the staff, and their belongings.Unit 3: Hotel Outline and Its Organization ChartResponsibilities for departmental or divisional heads and above General ManagerResident Manager Executive HousekeeperFront Office ManagerFoo

11、d & Beverage ManagerSales and Marketing DirectorFinancial ControllerChief EngineerChief SecurityHuman Resources ManagerUnit 3: Hotel Outline and Its Organization ChartHotel organization chart(See page 17)Chapter Two: Front Office DepartmentUnit 1: Guest Check-in and Check-out ProcedureUnit 2: Job De

12、scriptions for Concierge Staff and Working ProceduresUnit 3: Job Descriptions for Business Center Staff and Working ProceduresUnit 4: Job Descriptions for Operators and Working ProceduresChapter Two: Front Office DepartmentChapter Objectives:Guest check-in and check-out procedureJob descriptions for

13、 concierge staffWorking procedures for concierge staffJob descriptions for Business Center staffWorking procedures for Business Center staffJob descriptions for OperatorsWorking procedures for OperatorsUnit 1: Guest Check-in and Check-out ProcedureCheck-in procedureGuest arrives at the hotel.Guest w

14、ithout reservation-walk-in Guest with reservationGroup/meeting group Greet a guest and ask him/her whether he/she has a reservation or not.Introduce room types plus special attractions, including the room rate Find the reservation for this guest, and confirm the particulars via computerConfirm the g

15、roup name, no. of rooms, any changes. Distribute keys to the local guide/ organizer and ask his or her signature and contact no. Confirm the need for wake-up calls, breakfast time, and luggage pick-up time and other details. Allocate the room(s)Assist the guest in filling the Registration Card and c

16、onfirm the mode of payment and handle accordingly.Make the room key, fill in the welcome cardAsk the bellboy to escort the guest to his/her room, update the information in the computer and do the filing accordingly. Unit 1: Guest Check-in and Check-out Procedure Registration card The following infor

17、mation is usually printed on the RC: the guests name, sex, date of birth, the valid card no., the detailed address, date of arrival and departure, room rate, mode of payment etc. The following is the sample of Registration Card.Unit 1: Guest Check-in and Check-out ProcedureSurname姓 Name名 Sex性别Nation

18、ality国籍 Date of Birth出生年月日Type of Identification证件种类 No. 号码Type of Visa签证种类 Validity 有效期 Yr年 Mth.月 Day日Permanent Address永久住址Date of Arrival Date of Departure Room No.房号抵达日期 离店日期 Hosted by接待单位Purpose of Stay停留事由Travel旅行 Business商务 Official官方活动Method of Payment Cash现金 Credit Card信用卡付款方式 Travelers Chec

19、k旅行支票 Company公司 Others 其它 Remarks备注The rate is subject to 15% surcharge and any other applicable government tax. Safe box provided at the Front Desk or in the guest room is available for use free of charge.房价另加收15%服务费及有关政府税款。 酒店前台及房间内的保险箱可免费供您使用。Front Desk Staff员工签名Guest Signature客人签名Unit 1: Guest C

20、heck-in and Check-out ProcedureCheck-out procedurePolitely ask the guest to return the room keyInform Housekeeping to look in the rooms for mini-bar consumption and forgotten items.Present the bill to the guestWrite an invoice with information provided by the guestSettle the account according to mod

21、e of paymentSay farewell using the guests name and extend an invitation to come againSort out any checks, credit card slips or cashSettle the account in the computerUnit 1: Guest Check-in and Check-out ProcedurePayment authorization form If a guests bill is paid by another guest staying in the hotel

22、, confirm with the guest who will pay, look at the payment authorization form to make sure these previous arrangements have been made, print the bill and get the “paid for” guest to sign it. Transfer the amount to the paying guests room account in the computer. Unit 1: Guest Check-in and Check-out P

23、rocedureI, Room No hereby authorize XXX hotel to charge / transfer 本人兹授权XXX酒店，将以下费用转入本人账户。All expenses 所有费用Specified expenses such as 下列指定费用:room charge only 仅限房费food & beverage only 仅限餐饮费laundry & valet only 仅限洗衣、烫衣费mini-bar items only 仅限房间内小酒吧消费telephone charge only 仅限电话费others其它Unit 1: Guest Chec

24、k-in and Check-out Procedureincurred by 指定消费者为of Room No.of Room No.of Room No my account.I will be responsible for the expenses incurred by the above guests.本人愿意承担以上指定消费者的费用。Date and Time日期和时间Guest Signature 授权人签名Job descriptions for concierge staffPick-up a guest at airport, train station, pa

25、ssenger harbour or bus terminalOpen the car door for a guestOpen and close the door Bell serviceInquiryCar rental serviceHandle tickets such as theater, sports events etc.Luggage storage ETC.Unit 2: Job Descriptions for Concierge Staff and Working Procedures Escort a guest to his room inside the hot

26、elGet the room key from the Front Desk colleague or guest and conform the room no.Hold the elevator door and invite the guest to go in first, stand near the elevator control panelStart a small talk if the guest is not too tiredInvite the guests to go out the elevator firstPress the doorbell then kno

27、ck on the door before entering the roomPut the luggage on the rack or any place the guest wishesIntroduce the room facilities if the guest comes to the hotel the first timeLeave the room by moving backward two or three steps if the guest has no other requirements, meanwhile wish the guest “ Have a p

28、leasant stay with us.”Unit 2: Job Descriptions for Concierge Staff and Working ProceduresAttention: Here is more detail about showing facilities in the guest room:Window curtains: close if dark outside, leave it open if light. Locations of air-conditioner and temperature regulator. Safe box inside t

29、he cabinet.The items inside the writing table drawers, especially the hotel service directory.Mini-bar selection.Bed control panel.Power socket, hair-dryer and shower sprinkler inside the bathroom. Unit 2: Job Descriptions for Concierge Staff and Working ProceduresHandle a groups luggage at arrivalT

30、ake the luggage from the busVerify the total amount, check for damage and inform the guide / organizer immediately if any. On the group luggage sheet, you also note actual amount of luggage and compare it to the number recorded by night shift staff, then write the bus number and ask the driver to si

31、gn his name for confirmation. Unit 2: Job Descriptions for Concierge Staff and Working ProceduresAttach luggage tags on each item for distribution.Confirm assigned room numbers with Front Desk and distribute everything to each guest room according to the rooming list. Make a note of where each piece

32、 goes in case of mix-up and need to correct it later. If luggage arrives first before their owners, it should be held together with a luggage net or a rope and put in front of the luggage store room.Unit 2: Job Descriptions for Concierge Staff and Working Procedures Handle luggage at check-outWhen a

33、 guest asks to pick up suitcases downstairs, ask for his name and room number, how many pieces to carry, and time he plans to check out. Write these particulars on the work sheet. Decide whether you need a trolley and which size based on number and bulk of articles.If a colleague calls you to pick u

34、p luggage from the guests room, ask for guests name, room number, your colleagues name and department.Unit 2: Job Descriptions for Concierge Staff and Working ProceduresBefore you enter the guests room, press the door bell and announce your departments name.If on one is in the room, check whether th

35、e luggage is ready to go, also check whether the guest forgot anything. Attach the luggage tag-departure and put everything near the store room.If the guest is still in the room, ask whether he/she wants to check out or store the items. Unit 2: Job Descriptions for Concierge Staff and Working Proced

36、uresFor storage, fill in the luggage tag-storage （行李临时寄存卡）,ask the guest to sign his name, and present one copy to him/her. Tell him/her to show this copy to the concierge when he/she is ready for pick up.For immediate check out, telephone the Front Desk so they can handle the check-out formalities.

37、 Escort the guest to Front Desk and wait in an appropriate place until check-out is completed.Carry luggage to the car and put it in the trunk, courteously close the car door after the guest is inside while wishing him a nice trip.Unit 2: Job Descriptions for Concierge Staff and Working ProceduresUn

38、it 2: Job Descriptions for Concierge Staff and Working ProceduresHandle group luggage on departureCollect items according to the group room list. Meanwhile look for any damage or tears on each piece of the luggage.Put the groups luggage together in an appropriate place so the guide or organizer can

39、check everything, then ask him or her to sign the group luggage sheet.Put suitcases and traveling gear (such as cameras, sports equipment or other odd shaped items) into the bus after the Front Desk staff finish checkout, then double check amount of pieces with driver and ask him to sign his name on

40、 the working sheet.Come back to the counter to finish sorting out the relevant documents and file it all properly according to the filing system.Unit 2: Job Descriptions for Concierge Staff and Working ProceduresUnit 2: Job Descriptions for Concierge Staff and Working ProceduresHandle luggage storag

41、e No matter how familiar you are with the guest, ask him or her to fill in the luggage tag-storage. Explain to the guest the conditions regarding the storage. Store the luggage properly in the store room, and then record it in the luggage storage book.When the guest comes to the Concierge to fetch h

42、is / her luggage, ask the guest to show the valid ID card and verify it, ask the guest to sign according to the working procedure, then record it. NO Guest Name 客人姓名Received by接收人Date日期Remarks备注Luggage Tag-Storage行李/物品暂时寄存卡 NOGuest Name客人姓名Received by接收人Date日前Remarks备注Description 品名 No. of PCs 件数 XX

43、X Hotel Name Conditions of StoragePlease do not leave any valuables at the Concierge. The hotel is not responsible for any loss of damage of the deposited article and its contents. The hotel has full legal right, three months after the date shown on the storage tag, to dispose of any stored items no

44、t claimed. Prior arrangement in writing is required to keep storage items beyond three months.请勿将贵重物品寄存在行李部。本酒店对寄存物品的损失或遗失概不负责。逾期三个月, 酒店有权处理无人认领的行李。若欲寄存行李超过三个月，请提前用书面形式向酒店提出申请。Conditions of StoragePlease do not leave any valuables at the Concierge. The hotel is not responsible for any loss of damage

45、 of the deposited article and its contents. The hotel has full legal right, three months after the date shown on the storage tag, to dispose of any stored items not claimed. Prior arrangement in writing is required to keep storage items beyond three months.请勿将贵重物品寄存在行李部。本酒店对寄存物品的损失或遗失概不负责。逾期三个月, 酒店有

46、权处理无人认领的行李。若欲寄存行李超过三个月，请提前用书面形式向酒店提出申请。Guest Signature 客人签名Unit 2: Job Descriptions for Concierge Staff and Working ProceduresUnit 3: Job Descriptions for Business Center Staff and Working ProceduresJob descriptions for Business Center staffPhotocopying, Sending faxes,Tying documents,Meeting room re

47、ntal,Printing name cards/ business cards for hotel guests, Translation and interpretation services, Equipment rental such as VCR, VCD, printer and notepad computer etcHandling airline tickets in some hotels etc How to provide photocopy service for a guestGreet the guest Ask the guest how many copies

48、 he wants to make, Confirm no. of copies and make the copies accordinglyConfirm room no. with the guest after photocopyingFill out a bill according to the Business Center tariffAsk the guest to sign on the billPost the charge to his room account in the computerImprint the credit card and ask the gue

49、st to sign on the imprinted bill, thenKey in the type of credit card, card no. and expiry date as well as guests room no. in the computerUnit 3: Job Descriptions for Business Center Staff and Working ProceduresHow to send a fax The procedure in sending a fax Make sure the information includes countr

50、y code and city code as well as the fax no. If it is not clear, always ask the guest for clarification. Meanwhile inform the guest that the charge is based on transmission time. If the guest is in a hurry, ask him or her to sign the bill first and say that when you finish, you will send the original

51、 documents, fax-sending report and bill to his or her room.Note down the guest name, room no., country code, city code, and fax number on the fax sending record sheet. Write a bill by using the fax report and tariff sheet for proper charges.Post the bill into guests room account by computer. Unit 3:

52、 Job Descriptions for Business Center Staff and Working Procedures Attention If the fax cannot be sent out according to the number provided, try at least three times, if it does not work, contact the guest, inform him or her of the situation and ask for further instructions. If the guest is not in h

53、is room, leave a voice message to contact BC. Unit 3: Job Descriptions for Business Center Staff and Working ProceduresHow to leave a voice message When you leave the voice message, you could say, “Good Morning / Afternoon/Evening, this is Jessica speaking from the Business Center. We could not send

54、 your fax though we tried three times. Would you please contact us at extension XXX when you are available? Thank you!” Unit 3: Job Descriptions for Business Center Staff and Working ProceduresHow to type a document for a guestQuickly look through the article to find any words or characters you do n

55、ot recognize before typing documentsAsk the guest politely for clarificationAsk if photocopies of the typed pages are requiredProcess the documents according to the guests instructionsWrite a bill and ask the guest to sign itPost the charge to his or her room accountUnit 3: Job Descriptions for Busi

56、ness Center Staff and Working ProceduresUnit 3: Job Descriptions for Business Center Staff and Working ProceduresAlways remember the following pointsAsk colleagues for help if you cannot recognize the guests handwriting.Do not bother the guest with one or two words at one time, note all the difficul

57、ties and then ask.Practice recognition of handwriting whenever you have free time.Always keep your hands clean otherwise the documents handled by you become dirty.How to provide meeting room rental for the guestUnit 3: Job Descriptions for Business Center Staff and Working ProceduresGet the followin

58、g details from the hotel guest: name and room number, time, date and how many hours for using the meeting room, no. of persons, if any equipment is needed, if drinks are to be provided, and the method of payment.Get the following details from the guest in a community: time, date and how many hours f

59、or using the meeting room, no. of persons, if any equipment is needed, if drinks are to be provided, and the method of payment as well as the companys name, contact no.Go over all the requirements to make sure nothing has been left out then quote a rate according to BC tariff sheet.Half an hour befo

60、re the meeting starts, prepare the meeting room according to the guests request.Guide the guests to the booked meeting room when they come to the BC and serve the guests during the meeting.Ask the renter to sign and pay the bill, then post it to the computer. Clean the meeting room and reset up the