留学生Individual Coursework范文参考

留学生Individual Coursework范文参考

来源:www.liuxuelunwen.org作者:cinq发布时间:2014-11-10 09:55
在四个步骤过程中检查和处理是非常重要的。前台的员工应该非常谨慎,为了达到客户满意的结果。

 

留学生Individual Coursework范文参考
 
Introduction : front office department consists of front desk ,reservation, private brand exchange and uniformed service as well. There are different kinds of front desks in all , circular or semi-circular structure can offer an effective service to more and more gusts and this shape leaves people a modern and innovative impression on guests. But guests can come to the front desk from various angles, therefore more staffs are required.(www.liuxuelunwen.org/dxcoursework/ Ismail,2001 ) On the contrary, the traditional straight desk needs fewer staffs and fewer guests will come as well. Some hotels also have desk less environment, some sofas and coffees are provided to customers. All of these service areas are critical in creating a positive and comfortable experience for the coming guests in the hotel. There are four stages for guest cycle such as pre-arrival, arrival, occupancy and departure. Among the four stages, departure is complex including checkout and examination process. 
At the stage of departure, the guests should vacate the room and walk to the front desk to return the room keys. And waiters standing in the front desk will give the guests an accurate statement of the settlement account. And then the availability status will be updated automatically by the system of front office. During the process of check out, the front office staff should make sure whether the guests were satisfied with the experience of stay. If the guests are satisfied with the hotel and the guest are encouraged to return to the hotel or other chain hotel in other cities.during this process, the more information about the guest are collected, the more business will be obtained. A good impression on the service quality is very important for the customers to come to the hotel again and the good impression of guests determines how they talk about the hotel with others. (Perry,2009) At least three important functions are performed in the process of the check-out and settlement. Thus the balance of outstanding guest account is resolved and the information of room status is updated and history records of the guest is created as well.
There are four steps in the procedures of departure: firstly, the staff should inquire the customers about the additional charges and secondly, the customer should verify the account information thirdly, the staffs should present the guest folio and fourthly, the staff should verify the payment method. Take an example, if a couple want to check out, firstly they should show their ID card and give the room keys to the staffs at the front desk. Then the staffs will call the waitress to examine the room to see whether something is used or something is broken by customers. If something in the room is used or broken, then the customers will be charged some additional fees. Then their account information will be verified and the guest folio will be presented by the staffs. Different kinds of payment methods will be offered to the customers such as cash payment in full, credit card transfer, direct billing transfer and combined settlement methods and so on.Some problems may occur in the settlement of guest account, for instance, if the charges are not shown to the guest’s account until the guest finishes the check-out.(Kildow,2004) Then it is called late settlement. During the whole procedure, the staffs should be warm-hear ted and kind to customers. Quarrels must be avoided no matter what happened. Record of the guest history file must be collected by staffs, In fact, the front office and the department of accounting must join together to build a procedure for billing departed guests with the accounts that is overdue. 
In conclusion, four steps in the process of check out and settlement are very important. Staffs at the front desk should be very careful with the process in order to achieve a satisfied result from the customers.
 
Reference:
Perry, Lewis(2009)Front desk management,Global Media
Paige, Grace, and Jane Paige.1989,Hotel/motel front desk personnel,Van Nostrand Reinhold
Kildow, Betty (2004)A Front desk security and safetyan on-the-job guide to handling emergencies, threats, and unexpected situations,AMACOM, American Management Association
IsmailAhmed,(2001 )Front office operations and management,Delmar Thomson Learning
 



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