酒店英语 教程教案.ppt

1:Hotel structure;Responsibilities of the rooms department include: ----reservations, ----guest reception, ----room assignment, ----tracking the status of rooms (available or occupied), ----prompt forwarding of mail and phone messages, security, ----housekeeping of guest rooms and public spaces such as ----lobbies, and ----answering guests’ questions. ;The front office is one of the most important departments in a hotel, A hotel’s front office is where guests are greeted when they arrive, where they are registered and assigned to a room, and where they check out. ---- the telephone operator, other guest communications functions, and the bell staff or those employees responsible for delivering luggage and messages and attending to special guest requests also fall under the front office umbrella. -----The reservations department takes and tracks the hotel’s future bookings. -----The housekeeping department is responsible for cleaning guest rooms and public spaces. ;the three functions of the human resources department are employee recruitment, benefits administration, and training.;The accounting department’s traditional role is recording financial transactions, preparing and interpreting financial statements, and providing the managers of other departments with timely reports of operating results (line functions). Other responsibilities, carried out by the assistant controller for finance, include payroll preparation, accounts receivable, and accounts payable (staff functions).;the hotel’s general manager (GM) is responsible for defining and interpreting the policies established by top management. ;An executive may be promoted to relieve the general manager of some operational duties. This is often accomplished by elevating the duties and responsibilities of one particular department head without relieving that person of regular departmental duties. The title of this position is usually resident manager.;Basic functions of each department;;Unit 3: Hotel Outlin