饭店服务实用培训课件(ppt 78页)

饭店服务实用培训课件内容提要：
I. Introduction:
1. The importance of the Front Office:
“shop window”, “nerve centre”
Liaison between the guest and the hotel
The guests have direct contact with the hotel employees
The focus of guest requests for information and service
The profit center of room sales
2. The major functions performed by the Front Office:
To sell guest rooms,( including the acceptance of reservations, the handling of walk-in guests, the completion of the registration procedure, and the assignment of rooms.);
To provide services such as handling mails, telegrams and messages for guests; provide information of the community, the city and any special attractions or events;
To coordinate guest services;
To chart room status reports;
To maintain guest accounts, determine credit, render bills, receive payments, and provide the proper financial and credit accommodations;
To settle guest accounts;
To construct guest history file for future references.

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