Front Office Operation (I)
? 前厅部（一）
重要提示：前台、预订、行李、总机房等机构的设置起到客
人对酒店的 "第一印象 "和 "最后印象 "的关键作用。
解决问题：
1,在现在酒店中前厅发挥怎样的重要作用？
2,如何规范前厅部各岗位职责？
提要：
前厅部的组织结构
前厅部的工作内容
前厅部各岗位职责规范
?Teaching aims,
?1) Ss get to know the organization of
front office,its function and operation.
? 2) Ss get to know about,overbooking,
guest circle,golden key & concierge
service
The importance of the front office
?It is the nerve center,the contact point--- it
is the liaison between guest and hotel.
?To the guest,the front office is the hotel.
?First impressions are very important.
Functions of the Front Office
? Traditional functions of the front office include,
reservation,registration,room and rate
assignment,guest services,room status,
maintenance and settlement of guest accounts,
and creation of guest history records.
? It is still responsible for developing and
maintaining a comprehensive database of guest
information,coordinating guest services,and
ensuring guest satisfaction.
Front Office Organization/ personnel
? 1,Front desk agent/ receptionist
? 2,cashier
? 3,mail and information clerk
? 4,telephone operator
? 5,reservationist
? 1,前厅部经理 Front office Manager 2,前厅部副经理 assistant Front office
manager 3.前厅部秘书 4大堂副理 lobby manager
? 5,前台主管 front desk supervisor 6,前台领班 ~ captain 7,前台接
待员 ~ receptionist
? 8,预订主管 9,预订领班 10,预订员 reservationist
11,行李主管 12,行李门卫领班 13,行李员 bellboy 14,门卫
doorman/ gatekeeper
15,商务中心主管 16,商务中心领班 17,商务中心服务员
18,总机班主管 19,总机班领 switchboard captain 20,总机班话务员
operator
? 21,机场代表 airport representative
Responsibilities /Job descriptions of
the front Office Personnel
?Front desk agent
?Reservations agent
?Switchboard operator
?Front office cashier
?Night auditor
?Concierge
?---refer to Hotel English p43-47
Night Auditor
The auditor tracks room incomes,
occupancy percentages,and other front
office statistics,and prepares a summary of
cash,check,and credit card activities,
These data reflect the hotel’s financial
performance for the day.
Kinds of room
?Single rooms
?Double rooms---i,twin-bed room with bath---
standard room双人对双床
? ii,A double-bed room双人床房
?Suits
?Deluxe suits
Size of bed
?King-size bed特大号
?Queen-size bed大号
?Double bed双人床
?Twin bed 单人床
? 前厅部（一）
重要提示：前台、预订、行李、总机房等机构的设置起到客
人对酒店的 "第一印象 "和 "最后印象 "的关键作用。
解决问题：
1,在现在酒店中前厅发挥怎样的重要作用？
2,如何规范前厅部各岗位职责？
提要：
前厅部的组织结构
前厅部的工作内容
前厅部各岗位职责规范
?Teaching aims,
?1) Ss get to know the organization of
front office,its function and operation.
? 2) Ss get to know about,overbooking,
guest circle,golden key & concierge
service
The importance of the front office
?It is the nerve center,the contact point--- it
is the liaison between guest and hotel.
?To the guest,the front office is the hotel.
?First impressions are very important.
Functions of the Front Office
? Traditional functions of the front office include,
reservation,registration,room and rate
assignment,guest services,room status,
maintenance and settlement of guest accounts,
and creation of guest history records.
? It is still responsible for developing and
maintaining a comprehensive database of guest
information,coordinating guest services,and
ensuring guest satisfaction.
Front Office Organization/ personnel
? 1,Front desk agent/ receptionist
? 2,cashier
? 3,mail and information clerk
? 4,telephone operator
? 5,reservationist
? 1,前厅部经理 Front office Manager 2,前厅部副经理 assistant Front office
manager 3.前厅部秘书 4大堂副理 lobby manager
? 5,前台主管 front desk supervisor 6,前台领班 ~ captain 7,前台接
待员 ~ receptionist
? 8,预订主管 9,预订领班 10,预订员 reservationist
11,行李主管 12,行李门卫领班 13,行李员 bellboy 14,门卫
doorman/ gatekeeper
15,商务中心主管 16,商务中心领班 17,商务中心服务员
18,总机班主管 19,总机班领 switchboard captain 20,总机班话务员
operator
? 21,机场代表 airport representative
Responsibilities /Job descriptions of
the front Office Personnel
?Front desk agent
?Reservations agent
?Switchboard operator
?Front office cashier
?Night auditor
?Concierge
?---refer to Hotel English p43-47
Night Auditor
The auditor tracks room incomes,
occupancy percentages,and other front
office statistics,and prepares a summary of
cash,check,and credit card activities,
These data reflect the hotel’s financial
performance for the day.
Kinds of room
?Single rooms
?Double rooms---i,twin-bed room with bath---
standard room双人对双床
? ii,A double-bed room双人床房
?Suits
?Deluxe suits
Size of bed
?King-size bed特大号
?Queen-size bed大号
?Double bed双人床
?Twin bed 单人床
