《酒店管理》（英文版） Front Office Operation (II)

Front office Operation (ID Front office functions at the 4 stages of guest cycle

Front Office Operation (II) Front office functions at the 4 stages of Guest Cycle

The guest cycle Guest transaction during a hotel stay determine the fow of business which can be divided into four stages pre-arrival---reservation 2.arrival registration 3. occupancy---occupancy services 4. departure-----check-out and history

The guest cycle • Guest transaction during a hotel stay determine the flow of business, which can be divided into four stages: • 1.pre-arrival---reservation • 2.arrival--------registration • 3.occupancy---occupancy services • 4.departure-----check-out and history

1. Pre-arrival Q: can you name some of the factors which may affect a guests choice of hotels

1.Pre-arrival • Q: can you name some of the factors which may affect a guest’s choice of hotels?

1)Factors affecting a guest's choice of hotels His previous experience with the hotel: ads recommendation from others the hotels location, rating/ price, preconception based upon the hotels name or chain affiliation The attitude. efficiency and knowledge of the front office staff may also influence a guest's decision

1)Factors affecting a guest’s choice of hotels • His previous experience with the hotel; ads.; recommendation from others, the hotel’ s location, rating/ price, preconception based upon the hotel’s name or chain affiliation. • The attitude, efficiency and knowledge of the front office staff may also influence a guest’s decision

2 )Front office function at pre-arrival stage 1. respond quickly and accurately to requests for future accommodations ---which is critical to the success of a lodging property ii. create a reservation record--- which initiates the hotel guest cycle

2)Front office function at pre-arrival stage • i. respond quickly and accurately to requests for future accommodations---which is critical to the success of a lodging property. • ii. create a reservation record--- which initiates the hotel guest cycle

2. Arrival Front office functions at arrival stage of the guest cycle: registration and rooming 1. complete registration record which may include the detailed information of the guest, length of his stay, his special needs, method of payment (---by cash, by check or by credit card?),etc 2. check the guests credit rating if not paying by cas h 3. determine room assignment and rate

2. Arrival • Front office functions at arrival stage of the guest cycle: registration and rooming. • 1.complete registration record, which may include the detailed information of the guest, length of his stay, his special needs, method of payment (---by cash, by check or by credit card?), etc. • 2. check the guest’s credit rating if not paying by cash. • 3. determine room assignment and rate

PS: International credit cards Ⅴisa Master Card AmEx(American Express) Discover Diners JCB wwwvisacom.cnwwwcreditcardmenucom

P.S.: International credit cards: • Visa; • Master Card; • AmEx (American Express) • Discover • Diners • JCB • www.visa.com.cn www.creditcardmenu.com

3. occupancy 1) provide guest with information, supplies, equipment and services 2)coordinate guest services with other department 3)resolving guest's complaints timely 4)Review and verify guests accounting records Response to guest requests should be accurate and timely so as Maximize guest satisfaction s Establish sound hotel-guest relationship Encourage return/ repeat visits

３．occupancy 1) provide guest with information, supplies, equipment and services. 2) coordinate guest services with other department. 3) resolving guest’s complaints timely. 4) Review and verify guest’s accounting records. Response to guest requests should be accurate and timely so as to--- * Maximize guest satisfaction * Establish sound hotel-guest relationship * Encourage return/ repeat visits

4. Departure Check-out(settle guests account)to collect money 2)create a guest history record Q: why it is very important for the hotel to create a guest histor ory record?

４．Departure • 1) Check-out (settle guest’s account) to collect money. • 2) create a guest history record. • Q: why it is very important for the hotel to create a guest history record?

Q A: The more information the hotel has about its guests the better it can anticipate and serve their needs and develop marketing strategies to increase business

Q: • A: The more information the hotel has about its guests, the better it can anticipate and serve their needs and develop marketing strategies to increase business