酒店英语管理答案整理ppt版.ppt
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酒店英语管理答案整理ppt版.ppt
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Julia,2023/7/13,1.Howmanytypesofhotelare?
travel:
Airlineshotel,Cruisehotel,Railhotel,Carrentalshotellodging:
hotels,motels,timeshares,B&Bsupdatedversion:
servicetarget:
businesshotel,resorthotel,long-stayhotel,motel.scale:
large-scalehotel,mid-sizedhotel,smallhotel.location:
centralcityhotel,scenicspothotel,motel,airporthotel,suburbshotel.hotelsoperation:
groupbusinesshotel,solebusinesshotel,jointbusinesshotel.ownership:
state-ownedhotel,jointventurehotel,thewholly-ownedhotel,individualhotel.,2023/7/13,2.Themainstructureofhotel.,Small,limited-servicehotel(75Rooms):
manager,bookkeeper,custodialdepartment,housekeepingdepartment,Large,full-servicehotel(350rooms):
financedepartment,foodandbeveragedepartment,humanresourcedepartment,salesandmarketingdepartment,frontdeskdepartment,executivedepartment,engineeringdepartment1office2financedepartment3humanresourcedepartment4salesdepartment5publicrelationdepartment6frontdeskdepartment7housekeepingdepartment8foodandbeverage9recreationandentertainmentdepartment10purchasedepartment11engineeringdepartment12securitydepartment13administrativedepartment,2023/7/13,3.ProcedureofCheck-in/Check-out,Check-in:
Greetpolitelyaskforidentificationconfirmtheinformationchargesomeadvancedepositreservethecheck-inscanthevouchersmaketheroomcardsubmitvouchersandroomcardputfileinorder.guidingthewayCheck-out:
ChecktheroomkeyCheckthefacilitiesChecktheconsumeritems,2023/7/13,4.Functionofreceptionists,1.Checkin&checkout2.MaintainingReservations3.Communicationwithcustomers4.RecordedGuestInformation5.DoingPaperwork6.HandleGuestComplaints7.Asthefirstimpressionofhotel,reflectsahotelsmanagementstandard.,2023/7/13,1.Beingabletoputyourselvesintoguestsshoes2.Havesenseofurgency3.Bepatienttolistenanddonothurryorinterruptthespeaker,thenapologize.4.Beflexibleandskillfultoanalyzethereason.,findasolution,deliverthesolutiontotheguestsanddealwiththecomplaint.5.Besinceretopromisethatthesamethingwillnothappenagain6.reflect,5.Whatsetiquetteofreceptionistdealingwithcomplaints?
2023/7/13,6.Whatroomstatusrefertoandwhyreceptionistshavetoknowit?
Roomstatusrefersto:
thestateorconditionofroomataparticulartime.Aroomstatuswillcombineboththeoccupancyandcleanlinessinformationrelatingtoahotelroom.Why?
Itisverymuchcrucialtogiveaccurateroomstatusinformationtothefrontdesksothattheycanselltheroomorstopsellingorguidingguests.,2023/7/13,7.Whydoreceptionisthavetomakesurethetypeandstatusoftheguests?
Theywillhelpguestsmakereservationsandrecommendingactivitiestheycandowhiletheyareintown.Theywilloftenhavetocommunicatewithaguestbeforetheyarriveinregardstoroomtypeandamenitiesandsometime.Theywillhavetocommunicatewithaguestaftertheyhaveleftaboutproblemswiththeirstayorbillingissues.,2023/7/13,8.ThefunctionofF&Binahotel,Thefoodandbeveragedepartmentissuchaplacethatnotonlymeetstheguestsbasicneedindailyandthehigherlevelinspirit,butalsoadispensablepartforagoodhotel.Inmosthotelstheroomsdepartmentandthefoodandbeveragedepartmentgeneratethegreatestamountofrevenue.Thequalityofahotelsfoodandbeveragepowerfullyaffectsaguestsopinionofaparticularpropertyandinfluenceshisorherswillingnesstoreturn.Ahotelsfoodandbeverageoutletmustattractmembersofthelocalcommunity,convincehotelgueststodineonthepremisesandreturnafairprofit.,2023/7/13,9.Theresponsibilitiesofdirector/ManagerofF&B.,Director(餐饮部总监):
InchargeofthewholedailyoperationsofF&B.Ensurethattheserviceandfoodproductsareinlinewiththeservicestandardandstrivetomeetthedemandofguests.Setupthedepartmentgoal,includingguestsatisfactionrate,financialreports,stafftrainingandencourageemployeestoworkbetter,etc.Manager(餐饮部经理):
CoordinatetheworkofallthedepartmentsofF&B.AssistF&Bdirectorinmakingthebudgetofbarandrestaurant.Ensurethatallemployeesinthedepartmentprovidehighqualityservices.ToprovidegoodcommunicationbridgefortheF&Bdirectorandtherestaurantmanager.,2023/7/13,10.GeneralorderofChinesefoodandWesternfoodinF&B.,Chinesefoodorder:
coolfirstheat,fryfirstafterburn,saltyfreshlightonfirst,sweettaste,strongflavorafterthick,thelastisthefood.1.Coldfood2.hotfood3.entree4.soup5.dessert6.fruitWesternfoodorder:
1.Starter2.soup3.maincourse4.desert5.coffeeandtea,2023/7/13,11.ThesignificanceofF&Binahotel,Theimportanceandthefunctions:
Inordertoattractandserveguestsandmakeareasonableprofit,hotelsareorganizedintofunctionalareasordivisionsbasedontheservicesthehotelprovides.Therein,thefoodandbeveragedivisionissuchaplacethatnotonlymeettheguestsbasicneedindailyandthehigherlevelinspirit,butalsoadispensablepartforagoodhotels.Inmosthotelstheroomsdivisionandthefoodandbeveragedivisiongenerate(vi.&vt.产生,发生)thegreatestamountofrevenue.Thequalityofahotelsfoodandbeveragepowerfullyaffectsaguestsopinionofaparticularpropertyandinfluenceshisorherswillingnesstoreturn.Ahotelsfoodandbeverageoutlet(s)mustattractmembersofthelocalcom-munity,convincehotelgueststodineonthepremises,andreturnafairprofit.,2023/7/13,12.HowtoimprovequalityofF&B?
HowtoimprovethequalityofF&BdivisionToimprovethequalityofcookeryTomakeabalancebetweenthefoodanditspriceToimprovethequalityofservice,2023/7/13,13.WhyisMenuofF&Bconsideredatbothartworkandpropagandaforthehotel?
Awell-designedmenuemphasizeselegantdecoration,appropriatetoneandtastefulstyle,whichnotonlymakescustomersfeasttheireyesonmenuitself,butalsokeepstheirmouthswateringwhenreadingandordering.Takingpapermenuasanexample,itispaintedsomeillustrationsandphotosandprotectedbyheat-sealedvinylpage,justlikesapreciousartwork.Itexpresseseitherofthedishesorofanelementofthecultureassociatedwiththerestaurant.Whiletheculturepresentedfromitsdesignandstylecanbeatoolofpromotion.Asappreciatingthebeautifulmenu,thecustomerswillbepleasedtothehotelsmanage-mentandcookingskills,whichwillforcecustomerstoordermorethanexpectation.Also,thecustomerswillhelpthehoteldoadvertisementsbysharingsuchdelicateartanddeliciousfoodwiththeirfamilies,friendsandothers.Thus,thehotelgetsmoreandmoreexistedandpotentialconsumergroupsandearnmoremoney.Therefore,MenuofF&Bconsideredbothartworkandpropagandaforthehotel.,2023/7/13,14.Whataremainelementsinpricingthefoodorserviceinahotel?
1.Cost:
foodmaterial,labor(thecooks,waiters,waitresses.)2.Demand:
customergroup,standardsofconsume,consumptionpsychology.3.Competition:
consideringcompetitorsprice4.Psychoreactiontonumbers1).Mantissapricing(尾数定价):
19.9,39.Forcustomerswhoseekforcost-effectivemeals,thispricecanbalanceconsumerspsychologyandmakethemfeelthatitisabargain.Thehotelseizesthispointrightlytopromoteitsproducts.2).Integerpricing:
(整数定价):
e.g:
60forafour-peoplesetmeal.(6isaluckynumber:
everythinggoeswell.forfourpeople,thispricemakesconsumersfeelthat“yougetwhatyoupayfor”)3).Discountprice:
Seenfromthedesignofthemenu,itdoesntshowyouthepresentprice,buttellsyouhowmuchyoumaysavewhenyouchooseoneofsetmeals.Sothepricesatisfiestheconsumerspsychologicalneeds.5.PromotionmethodBydesigningshort-termunofficialmenu,thecheaperpricecanexpandsalesandfurthermoretogainmorebenefits.,2023/7/13,15.WhatarestrategiesandprinciplesproperlyusedinfoodpromotioninahotelF&B?
1.Foodpromotion(菜品促销)Locatepotentialtargetcustomers:
(healthcare,losingweight,preferingorganicfood.)Provideuniquedishestocaterforcustomersvarioustastes:
(e.g.menusofhealthcare/dieting/ShanZhengameseries).2.Pricepromotion(价格促销):
Setshort-termbenefitsduringtheopening:
(forseasons/festivals/setmeal/children/GuestRoomMeals/meetingmealsorteammeals)3.Designpromotion(设计促销)Orderingofdishes(菜品的排序)IntroductionofdishesMarketingforuniquedishesDishesphotosdisplaying,2023/7/13,16、theprocedurestosolvecomplaintsintheF&B:
1、listentocomplaintssincerelyandpatiently.2、takereactionimmediately,apologizehonestly.3、collectinformation,judge,communicateactively,solveproblem.4、summarizetheexperience:
Makepermanentactionplanstoimprovetheservices.,2023/7/13,17.WhyHousekeepingcouldbeconsideredasoftwareofahotel?
1.Goodhousekeepersperformanceisanimportantpartofthehighstandardserviceofthehotel.Housekeepersdealdirectlywiththecustomer,itisthemaininformationresourcesfromwhichthecustomerjudgetheservicesandbywhichtheyfeelsatisfiedornot.So,itshouldbepaygreatattentionto.2.Theguestroomisthebaseofonehotelsexistence.Thehotelistoprovideguestscomprehensiveservices.Itmustbeabletoprovideaccommodationservicestoguests,whiletostay,itmusthaveaguestroom.Inthissense,thehotelwillbeahotel,thereisthefoundationofhotelrooms.,2023/7/13,18:
Highpricedoesntmeantothehighservicequality,Highservicequalityincludingallsidesinhospitality.Takingthehousekeepingdepartmentasanexample,thefollowingruleswillhelptoimproveservicequality:
1.Makeyourselfvisible.2.Lookprofessional.3.Cleanyourguestsbathroomseveryday.4.Gettoknowtheregularguestsatthehotel.5.Leaveanoteonaguestsfirstnightaskingifthereisanyspecialrequests.6.Providingadditionalservice7.Trainingthehousekeeper8.Promotingaspiritofinnovation9.MakethehotelasadestinationOnlyaft
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