饭店管理实务英语.ppt

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1、饭店管理实务英语课程教学支持资源饭店管理实务英语课程教学支持资源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: Hou

2、sekeeping 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: Engineer

3、ing DepartmentChapter Thirteen: Human Resources DepartmentChapter Fourteen: Trends for Hospitality Industry Chapter One: Hotel History and Hotel OrganizationUnit1: Evolution of Hotel IndustryUnit 2: Categories of HotelsUnit 3: Hotel Outline and Its Organization ChartChapter One: Hotel History and Ho

4、tel OrganizationChapter Objectives:o Evolution of hotel industryo Categories of hotelso Basic functions of each departmento Responsible area for departmental or divisional heads and aboveo Hotel organization chartUnit 1: Evolution of Hotel Industry I.Transportation developmentcaravansaryS t a g e c

5、o a c h i n England in 1658carsplanesUnit 1: Evolution of Hotel Industry II.Evolution of hotel industryA. First lodging chain in 1769 in North AmericaB. Multi-unit lodging chain in 20th centuryC. American hotel tycoonsnEllsworth StatlernErnest HendersonnConrad HiltonnKenmmons WilsonUnit 1: Evolution

6、 of Hotel Industry D. Concept of time-sharingE. Travel and tourism contribution to the economic clout in the world Unit 2: Categories of HotelsI.Hotels classification according to their locationsnDowntown hotelnResort hotelnSuburban hotelnMotelnAirport hotelUnit 2: Categories of HotelsII.Hotels clas

7、sification according to their ratesnBoutique hotelnLuxury / deluxe hotelnUpscale hotelnMid-tier hotel and motelnEconomy / limited service hotelUnit 2: Categories of HotelsIII. Hotels classification according to their room structure, configuration and facilitiesnAll-suite hotelnExtended-stay properti

8、es / apartment hotelnResorts and time-share propertiesnInnsnCasino hotelnCruise shipsUnit 3: Hotel Outline and Its Organization ChartI.Basic functions of each department1.Front Office nFront DesknConciergenBusiness CenternPABXnTransportationnKiosknDuty Manager or Assistant ManagernExecutive floorUni

9、t 3: Hotel Outline and Its Organization Chart2. Housekeepingn Floorn Laundryn Mini-barn Lost and Foundn Health Club/Fitness Center etc Unit 3: Hotel Outline and Its Organization Chart3. Food and Beverage department n Outletsn Kitchens and etcUnit 3: Hotel Outline and Its Organization Chart4. Sales &

10、 Marketing Department focus on analyzing the marketing plan to reach potential customers, then sell and book reservations. 5. Accounting Department tracks all incoming revenue and outgoing cash. It balances the books and has close communication with the General Manager and others with power to decid

11、e how money is made and spent. Unit 3: Hotel Outline and Its Organization Chart6. Engineering or Maintenance Department maintains most of the equipment and machinery on the property and keeps it in working order. 7. Security Department addresses concerns ranging from handling hazardous (19) waste to

12、 securing the building against any threats and protecting the property / the staff, and their belongings.Unit 3: Hotel Outline and Its Organization Chart8. Human Resources Department oversees all matters relating to staff, from recruiting and hiring to setting salary ranges and benefits.Unit 3: Hote

13、l Outline and Its Organization ChartII.Responsibilities for departmental or divisional heads and above General ManagernResident Manager nExecutive HousekeepernFront Office ManagernFood & Beverage ManagernSales and Marketing DirectornFinancial ControllernChief EngineernChief SecuritynHuman Resources

14、ManagerUnit 3: Hotel Outline and Its Organization ChartIII.Hotel organization chart(See page 17)Chapter Two: Front Office DepartmentUnit 1: Guest Check-in and Check-out ProcedureUnit 2: Job Descriptions for Concierge Staff and Working ProceduresUnit 3: Job Descriptions for Business Center Staff and

15、Working ProceduresUnit 4: Job Descriptions for Operators and Working ProceduresChapter Two: Front Office DepartmentChapter Objectives:o Guest check-in and check-out procedureo Job descriptions for concierge staffo Working procedures for concierge staffo Job descriptions for Business Center staffo Wo

16、rking procedures for Business Center staffo Job descriptions for Operatorso Working procedures for OperatorsUnit 1: Guest Check-in and Check-out ProcedureI.Check-in procedureGuest arrives at the hotel.G u e s t w i t h o u t reservation-walk-in G u e s t w i t h reservationGroup/meeting group Greet

17、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 group name, no. of rooms, any changes. Distribute keys to the local guide/ o

18、rganizer 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 confirm the mode of payment and handle accordingly.Make the room key, fill i

19、n 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 ProcedureII.Long stay guest check-innBlock the room in advancenAsk Housekeeping Department to prepare welcome gifts accord

20、ing to hotel policynWelcome letter with GMs signaturenMake a room key and ask the bellboy to test itnDouble check with Housekeeping regarding gifts on check-in daynPass the reservation sheet, RC and room key to Duty Manager (DM) who will assist the guest with check-in when the guest arrives.nDM or F

21、ront Desk staff will be responsible for keying the relevant data into the computer Unit 1: Guest Check-in and Check-out ProcedureIII. Registration card The following information is usually printed on the RC: the guests name, sex, date of birth, the valid card no., the detailed address, date of arriv

22、al 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姓姓 Name名名 Sex性别性别Nationality国籍国籍 Date of Birth出生年月日出生年月日Type of Identification证件种类证件种类 No. 号码号码Type of Visa签证种类签证种类 Validity 有效期有效期 Yr年年 Mth.月月 Day日

23、日Permanent Address永久住址永久住址Date of Arrival Date of Departure Room No.房号房号抵达日期抵达日期 离店日期离店日期 Hosted by接待单位接待单位Purpose of Stay停留事由停留事由Travel旅行旅行 Business商务商务 Official官方活动官方活动Method of Payment Cash现金现金 Credit Card信用卡信用卡付款方式付款方式 Travelers Check旅行支票旅行支票 Company公司公司 Others 其它其它 Remarks备注备注The rate is subjec

24、t 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.房价另加收房价另加收15%服务费及有关政府税款。服务费及有关政府税款。 酒店前酒店前台及房间内的保险箱可免费供您使用。台及房间内的保险箱可免费供您使用。Front Desk Staff员工签名员工签名Guest Signature客人签名客人签名Unit 1: Guest Check-in a

25、nd Check-out ProcedureIV. Welcome card The details such as the guests name, room no., date of arrival/ departure, staff on duty, room rate are usually printed on the card, meanwhile the room key and breakfast coupon are also inserted in it.Unit 1: Guest Check-in and Check-out ProcedureV.Check-out pr

26、ocedurenPolitely ask the guest to return the room keynInform Housekeeping to look in the rooms for mini-bar consumption and forgotten items.nPresent the bill to the guestnWrite an invoice with information provided by the guestnSettle the account according to mode of paymentnSay farewell using the gu

27、ests name and extend an invitation to come againnSort out any checks, credit card slips or cashnSettle the account in the computerUnit 1: Guest Check-in and Check-out ProcedureVI. Payment authorization form If a guests bill is paid by another guest staying in the hotel, confirm with the guest who wi

28、ll 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 ProcedureI, Room No hereby autho

29、rize XXX hotel to charge / transfer 本人兹授权本人兹授权XXX酒店，将以下费酒店，将以下费用转入本人账户。用转入本人账户。All expenses 所有费用所有费用Specified expenses such as 下列指定费用下列指定费用:room charge only 仅限房费仅限房费food & beverage only 仅限餐饮费仅限餐饮费laundry & valet only 仅限洗衣、烫衣费仅限洗衣、烫衣费mini-bar items only 仅限房间内小酒吧消费仅限房间内小酒吧消费telephone charge only 仅限电话费

30、仅限电话费others其它其它Unit 1: Guest Check-in and Check-out Procedureincurred by 指定消费者为指定消费者为of Room No.of Room No.of Room No.into 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。本人愿意承担以上指定消费者的费用。Date and Time日期和时间日期和时间Guest Signature 授权人签名授权人签名I.Job descripti

31、ons for concierge staffnPick-up a guest at airport, train station, passenger harbour or bus terminalnOpen the car door for a guestnOpen and close the door nBell servicenInquirynCar rental servicenHandle tickets such as theater, sports events etc.nLuggage storage ETC.Unit 2: Job Descriptions for Conc

32、ierge Staff and Working ProceduresII. Escort a guest to his room inside the hotelnGet the room key from the Front Desk colleague or guest and conform the room no.nHold the elevator door and invite the guest to go in first, stand near the elevator control panelnStart a small talk if the guest is not

33、too tirednInvite the guests to go out the elevator firstnPress the doorbell then knock on the door before entering the roomnPut the luggage on the rack or any place the guest wishesnIntroduce the room facilities if the guest comes to the hotel the first timenLeave the room by moving backward two or

34、three steps if the guest has no other requirements, meanwhile wish the guest “ Have a pleasant stay with us.”Unit 2: Job Descriptions for Concierge Staff and Working ProceduresAttention: Here is more detail about showing facilities in the guest room:nWindow curtains: close if dark outside, leave it

35、open if light.n Locations of air-conditioner and temperature regulator.n Safe box inside the cabinet.nThe items inside the writing table drawers, especially the hotel service directory.nMini-bar selection.nBed control panel.nPower socket, hair-dryer and shower sprinkler inside the bathroom. Unit 2:

36、Job Descriptions for Concierge Staff and Working ProceduresIII. Handle a groups luggage at arrivalnTake the luggage from the busnVerify the total amount, check for damage and inform the guide / organizer immediately if any. nOn the group luggage sheet, you also note actual amount of luggage and comp

37、are it to the number recorded by night shift staff, then write the bus number and ask the driver to sign his name for confirmation. Unit 2: Job Descriptions for Concierge Staff and Working Proceduresn Attach luggage tags on each item for distribution.n Confirm assigned room numbers with Front Desk a

38、nd distribute everything to each guest room according to the rooming list. Make a note of where each piece goes in case of mix-up and need to correct it later. n 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 stor

39、e room.Unit 2: Job Descriptions for Concierge Staff and Working ProceduresIV. Handle luggage at check-out1.When a 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. 2.Write these particulars on the work sheet. 3.Dec

40、ide whether you need a trolley and which size based on number and bulk of articles.4.If a colleague calls you to pick up 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 Procedures5. Before yo

41、u enter the guests room, press the door bell and announce your departments name.6. If on one is in the room, check whether the luggage is ready to go, also check whether the guest forgot anything. Attach the luggage tag-departure and put everything near the store room.7. If the guest is still in the

42、 room, ask whether he/she wants to check out or store the items. Unit 2: Job Descriptions for Concierge Staff and Working Procedures8.For storage, fill in the luggage tag-storage （行李（行李临时寄存卡）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

43、 concierge when he/she is ready for pick up.9.For immediate check out, telephone the Front Desk so they can handle the check-out formalities. 10. Escort the guest to Front Desk and wait in an appropriate place until check-out is completed.11. Carry luggage to the car and put it in the trunk, courteo

44、usly close the car door after the guest is inside while wishing him a nice trip.Unit 2: Job Descriptions for Concierge Staff and Working ProceduresUnit 2: Job Descriptions for Concierge Staff and Working ProceduresV.Handle group luggage on departure1.Collect items according to the group room list. M

45、eanwhile look for any damage or tears on each piece of the luggage.2.Put the groups luggage together in an appropriate place so the guide or organizer can check everything, then ask him or her to sign the group luggage sheet.3. Put suitcases and traveling gear (such as cameras, sports equipment or o

46、ther 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 the working sheet.4. Come back to the counter to finish sorting out the relevant documents and file it all properly according to the filing s

47、ystem.Unit 2: Job Descriptions for Concierge Staff and Working ProceduresUnit 2: Job Descriptions for Concierge Staff and Working ProceduresVI.Handle luggage storage 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

48、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 his / 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

49、record it. NO Guest Name 客人姓名客人姓名Received by接收人接收人Date日期日期Remarks备注备注-Luggage Tag-Storage行李行李/物品暂时寄存卡物品暂时寄存卡 NOGuest Name客人姓名客人姓名Received by接收人接收人Date日前日前Remarks备注备注Description 品名品名 No. of PCs 件数件数 XXX Hotel Name Conditions of StoragePlease do not leave any valuables at the Concierge. The hotel is n

50、ot 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 not claimed. Prior arrangement in writing is required to keep storage items beyond three months.请勿将贵重物