现代酒店实用英语教程课件unit7b front office management

Unit7FrontOfficeManagementI.AnswerthefollowingquestionsbasedonthetextHowimportantisthefrontofficeinthehotel?2.Whatarethemaindutiescarriedoutbythefrontoffice?Whathassimplifiedchecking-ininthehotel?Itisnotonlythehotel’s“shopwindow”butalsoits“nervecenter.”

Receivingreservations,checkingguestsin,assigningrooms,distributingbaggage,storingguests’valuables,providinginformation,deliveringmailsandmessages,exchangingforeigncurrencies,checkingroomoccupancies,checkingguestsoutandsoon.

Computerizedpropertymanagementsystems.4.HowdoestheMilfordPlazaHotelinNewYorkCitysimplifychecking-out?5.Whenisnightauditconducted?6.Whoperformsnightauditinasmallhotel?7.Whatdoesthenightauditordo?Byinstallingcheck-outstationsintheirlobbythataresimilartothecash-dispensingautomatictellermachinesthatbanksuse.Itisusuallydonebetween11p.m.and6a.m.

Thefrontdeskagentonduty.

Thenightauditormustverifythatguestchargeshavebeenaccuratelypostedtoeachguest’saccount(or“folio”)andthattheeisproperlycreditedtothedivisionthatearnedit.8.Whycanthenightauditor’sjobbetedious?9.HowcanguestsinBoston’sParkPlazaretrievephonemessages?10.Whatisthestandardaccordingtowhichthesuccessofahotelismeasured?Becauseitinvolvesalotofdetailandcheckingforerrors.Bydialingathree-digitnumberonthephoneintheirrooms.

Thesuccessofahotelismeasuredbyitsoccupancyandaveragedailyrate(ADR).II.WritedowntheequivalentEnglishexpressionofthefollowingaccordingtothetext

1.存放客人的贵重物品2.兑换外汇3.饭店电脑管理系统4.自动柜员机5.财务部6.转播信息7.电子邮箱8.自动化体系9.日均入住率10.效益管理体系storeguests’valuables

exchangeforeigncurrencies

computerizedpropertymanagementsystemautomatictellermachinestheaccountingdivisionrelaymessagesanelectronicmailboxautomatedsystemaveragedailyrateyieldmanagementsystemIII.Fillintheblankswithappropriatewordsorphrasesandchangetheformwherenecessary

1.Thisisa_____task.Let’sworktogether.2.Youhavea(an)_____call.3.Thehardestworkwas_____tothestrongestlaborers.4.AsfarasIknow,thatareaisnot_____,becausethereisnofreshwaterthere.5.Hefeltguiltybecausehehadnot_____hisdutiesasasonwhenhisfatherwasalive.tough

ingassigned

populated

performed

6.Ittookhimalotoftimeto_____hislostluggage.7.Thereceptionist_____themessagetoherbossassoonashecameback.8.Thegeneralmanageris____thefiguresofthereport.9.It_______foryoutomasteraforeignlanguage.10.Thestorywasso____thatthelisteneralmostfellasleep.11.To_____thelargestprofits,dideverythingpossible.12.Youcanlistentosomelightmusicto_____tension.retrieve

relay

verifying

isofvitalimportance

tedious

secure

relieve

IV.TranslationChinese-English1)他不仅生气而且伤心。(notonly...butalso)2)电脑化的饭店管理系统简化了入店手续。(simplify)3)小李将逐步实施他的想法。(implement)Heisnotonlyangrybutalsoheart-striken.Computerizedmanagementsystemshavesimplifiedchecking-in.

XiaoLiisgoingtoimplementhisideastepbystep.4)这噪音分散人的注意力。(distracting)5)所有的收入都会记到相应的贷方部门。(becreditedto)6)按一下键就能删除所有的信息。(withthetouchof)Thisnoiseisdistracting.Alltheewillbecreditedtotherelevantdivision.Allthemessageswouldbedeletedwiththetouchofabutton.2.English-ChineseItisoftensaidthat,totheguest,thefrontofficeisthehotel.2)AtHyattHotels,guestscanevencheckinbyphonebeforetheyarriveatthehotel.3)TheMilfordPlazaHotelinNewYorkCityhasinstalledcheck-outstationsintheirlobbythataresimilartothecash-dispensingautomatictellermachinesthatbanksuse.人们常说对客人来说，前台就是酒店。

在凯悦酒店，客人在到达酒店之前就能办理入住手续。纽约的米尔福德广场酒店在大厅安装了办理离店手续的装置，就像银行所使用的自动柜员机。

4)Ifthehoteldoesnothaveacomputerizedpropertymanagementsystem(PMS),thenightauditor’sjobcanbetough,sinceitinvolvesalotofdetail.5)Thehotelestimatesthatthisautomatedsystem,whichrelievesfrontdeskpersonnelofhandlingthischore,willsavethem$50,000annually.6)Tosecureaneffectiveyieldmanagementsystem,carefulfrontofficeemployeetrainingisofvitalimportance.如果酒店没有电脑化的饭店管理系统，夜审员的工作也许会艰巨，因为它涉及许多细节。酒店估计，这个使前台员工从（转告信息的）琐事中解脱出来的自动化系统每年会节省5万美元的开支。

为了确保效益管理体系有效运转，至关重要的是对前厅职员进行精心的培训。

ReadingMaterialI.ComprehensionDirections:Choosethebestanswerforeachofthefollowingitems.1. Ajobanalysisofafrontofficemanager_____.a. providesthebasisforasoundjobdescriptionofafrontofficemanagerb. providesdetailsofthejobdescriptionofafrontofficemanagerc. providesdetailsforafrontofficemanagerd. providesdetailsforafrontofficeemployee2.Ajobanalysisisusefulinthat_____.a.itpreparesthejobdescriptionb.itallowsthepersonpreparingthejobdescriptiontodeterminecertaindailyprocedures.c.itdeterminesdailyproceduresd.itallowsthejobdescriptiontodeterminecertaindailyproceduresab3._____formthebasisforthejobdescription.a.Certaindailyproceduresb.Typicalresponsibilitiesinvolvedinajobc.Theinterdepartmentalrelationshipsinvolvedinajobd.Alloftheabove4.AccordingtoParagraph6,whowouldthefrontofficemanagernotliketomeetat9:00?a.thedirectorofmarketingandsalesb.thebanquetmanagerc.thegeneralmanagerd.thecityledgerdc5.ThejobanalysisinthepassagerevealsalltothefollowingEXCEPT_____.a.thefrontofficemanagerhasabusyscheduleb.thefrontofficemanagerputshis/herhandsonthefrontofficestaffc.thefrontofficemanagerparticipatesintheworkoftheworkofthefrontofficestaffd.thefrontofficemanagercommunicateswiththevariousdepartmentheadsinthelodgingestablishment6.ThefrontofficemanagermustbeabletodoallofthefollowingEXCEPT_____.jectesandrelatedexpensesb.in