Room Reservations 的(宾馆房间预订).ppt

The Manager’s Remarks; The Front Office staff seem to “do it all” – receive reservations, register guests, assign rooms, distribute baggage, store guests’ valuables, provide information, deliver mails and messages, exchange foreign currencies, check room occupancies, check guests out and so on.; In order to fulfill these tasks, the staff must have a neat and smart appearance, good manners, adaptability, efficiency, the sense of duty and a knowledge of languages. The most important of all the qualities is a real liking for people and a warm desire to help them.; Besides, Front Office staff should welcome and settle the guests’ complaints. That will soothe an unhappy guest and reveal the hotel’s problems so that the operation can be bettered. In short, all staff ought to remember that the hotel will enjoy greater financial success only with the greater satisfaction the guests receive from the “home away from home”. ;Room Reservations;Reservation Types 1. Receiving an FIT Reservation 接待散客预定 2. Receiving a Corporate Reservation 接待公司预定 3. Receiving a Guaranteed Reservation 接待有保证预定 4. Revising a Reservation 变更预定;Main points of Reservations ;Guest Information;Guest’s Requirements;酒店客房大致分为单间客房和套间客房; 套房由两间或两间以上客房构成，可细分为： 1）普通套间（Junior Suite）：通常一间为起居室，另一间为卧室。 2）商务套间（Business Suite）：专为商旅客人设计，一间为起居室兼办公室，另一间为卧室。 3）复式套间（Duplex Suite）：也称立体套间，其布置为起居室在下，卧室在上，两间用室内楼梯连接。 4）连接套间（Connecting Rooms）：也称组合套间。两间相连的客房用隔音性能好，均安装门锁的两扇门连接，并都配有卫生间；需要时，既可以作为两间独立的客房出租，也可作套间出租，灵活性较大。 5）豪华套间（Deluxe Suite）：气派豪华，为两套间或三套间布置，三套间初起居室、卧室外，还有一间餐室或会议室，卧室配备大号双人床（King-size Bed） 6）总统套间（Presidential Suite）：又称为特套间，一般由五间以上的房间组成，装饰布置极为讲究，通常在豪华酒店才设置此类房间。;Hotel Policies;常用句型;2 海外预订 May I have your airline and flight number, please? We offer free transportation to and from the airport. We have a counter at the airport where our representative will escort you to the car. Do you know your arrival time at ** Airport, sir? Do you mean local time? Where can we contact you in Guangzhou? Care of ** Company,